GRHC Non-Emergent Medical Transportation Services (MTS) Rider’s Guide

Rider’s Guide

VISION

To be the premier Native American healthcare delivery system empowered to serve the lifelong needs of our people.

MISSION

To provide high-quality healthcare and improve the health of the Gila River and Ak-Chin Indian Communities.

PROMISE

We promise to treat you with dignity and respect.

VALUES

• Accountability

• Commitment

• Patients & Families

• Culture

• Quality

• Self-Governance

• Trust

Our Commitment

In an effort to listen and respond to the needs of the Community, we are proud to offer patients safe and reliable, non-emergent medical transportation to health care appointments. Gila River Health Care medical transportation drivers are typically Gila River Indian Community members sensitive to patient needs, understand the culture, and are very familiar with roadways and routes throughout the seven districts and surrounding communities.

All transportation requests and changes must be made by the patient, parent/guardian, appointed care taker or health care provider.

The patient’s request must include a reason for transport. Gila River Health Care requires that an exact diagnosis be provided and confirmed for billing and eligibility purposes.

The patient must live within the CHSDA boundaries. For AHCCCS patients, if the entire transport exceeds 100 miles roundtrip, prior written authorization is needed from the patient’s referring healthcare provider. See the CHSDA map.

Patients are limited to one person to escort them to their appointments. If the patient is a child or a parent to children under the age of 13 and unable to make childcare arrangements, the patient may have more than one escort but not to exceed more than four escorts. If an escort (s) is seen by a medical provider on the same trip as the patient, the escort must disclose this information in order for Transportation to bill for their transport.

Any patient under the age of 18 must have a parent or legal guardian with them during transport. Exceptions are made for patients over the age of 16 with signed parental/guardian notarized consent for designated clinics/providers that will see minors without a parent or guardian present.

Patients that do not qualify for MTS NEMT services may contact the following vendors that accept AHCCCS.

Gila

CONTACT HEALTH SERVICE LOCATIONS

Off Reservation - Non CHSDA

* May include legal spouse from another tribe

*

CONTRACT HEALTH SERVICE DELIVERY AREA - MAP

Making Transportation Arrangements

IMPORTANT ELIGIBILITY REQUIREMENTS

Exception for Gila River Indian Community Members:

• If you are not Arizona Health Care Cost Containment System (AHCCCS)/American Indian Health Program (AIHP) eligible

• If you are a GRIC member, transportation services will be available for all covered medical appointments, provided you reside in the (CHSDA). This also includes physician-prescribed Wellness appointments.

• If you are an Arizona Long Term Care System (ALTCS) patient, transportation arrangements must be scheduled through your Case Manager

SCHEDULING POLICY

Eligible transportation requests must be made by 2 pm two (2) business days before your appointment. Reservations can be made anytime before the deadline.

For example, if you know about your appointment two weeks in advance, call us, and we will gladly make your reservation.

CANCELLING TRIPS

If you can’t make your trip, please call to cancel at least two hours before the scheduled pickup time. This will help the driver go directly to patients ready for pick-up.

To cancel transportation, call the Clerk line at 520.562.3321 Ext.1384. If a Clerk does not immediately answer, leave a voicemail using option #2 and a Clerk will promptly cancel your pick-up appointment.

In addition to patients, caregivers and patient doctors and nurses may cancel trips when calling with the patient’s authorization.

Making Transportation Arrangements

BOOKING TIMELINE

If your appointment is on... Call

Monday Thursday

Tuesday Friday

Wednesday Monday

Thursday Tuesday

Friday Wednesday

Saturday Thursday

Sunday Thursday

HOLIDAYS

The reservation booking timeline is a guide for weeks when there are no holidays.

Should a holiday fall on a business day (Monday - Friday) and Gila River Health Care is closed, patients must make transportation arrangements one day earlier than shown on the booking timeline.

When there is a two-day holiday (such as Thanksgiving), reservations must be made two days before the deadline shown below.

Shared Ride Services

Non-emergent medical transportation is a shared ride service. Shared ridership means you will enjoy transportation with other patients and get to your non-emergent medical appointment on time!

• Other passengers may be picked up and dropped off during your transportation. Be courteous to other passengers by being ready at pick-up time so we don’t have delays for you and other riders.

• As a Non-Emergent Medical Transportation (NEMT) service, we can only provide transportation to non-emergent medical appointments.

• Example: Dialysis, Primary & Specialty Care, Dialysis, Behavioral Health Services and other medically necessary appointments

• If you have a Medical Emergency, CALL 911.

Non-Emergent Medic al Transportation Services (MTS) presents

Passenger Portal

Book your next trip - to and from your scheduled appointment.

Sign up now to access:

• Book new trips

• See where your ride is

• View existing trips

• C ancel trips

• Leave trip feedback

Right from your mobile phone or computer.

MTS Contact Information:

Hu Hu K am Memorial Hospital

Phone: 602.528.1384

Komatke Health Center

Phone: 520.550.6000

Ext. 6883

H au’pal (Red Tail H awk)

Health Center

Phone: 602.528.1384

Ak-Chin Health Clinic

Phone: 602.528.1384

Open

Important Tips

To arrive at your appointment on time, please:

• Ensure all personal/contact information is accurate

• Inform the Medical Transportation Clerks of any date or time changes immediately, as it can affect your transport

• Please be ready one hour to an hour and a half before your pick-up time. The driver can only wait 5 minutes after arrival. Being ready upon the driver’s arrival helps you and others get to medical appointments on time.

Q. What are the eligibility requirements for transportation to GRHC facilities and clinics?

A. You must be CHS (Contract Health Services) eligible or covered by AHCCCS/AIH (American Indian Health Program). All patients must reside within the Contract Health Service Delivery Area (CHSDA). If you are a Direct Care patient, you must be covered by AHCCCS/ AIHP. If you are unsure of your eligibility status and/or have questions, please get in touch with the GRHC Medical Transportation Clerks.

Q. What information must I provide to Medical Transportation Services to make a trip request?

A. Your appointment must be a covered medical service under AHCCCS/AIHP (American Indian Health Program) and/or Contract Health Services (CHS). AHCCCS/AIHP does NOT cover dental exams, Podiatry or Audiology exams for patients 21 years or older. If there is a change in your phone/contact number and/ or address for pickup/drop off, please advise the GRHC Medical Transportation Clerks, so there is no delay in your transportation.

Q. How far in advance must I make my transportation request?

A. Transportation requests must be made by 2 pm two (2) business days before your appointment. This allows us time to process your request.

MTS Locations

Transportation services for non-emergent medical care appointments are provided from your residence to the following locations:

• Hu Hu Kam Memorial Hospital

• Komatke Health Center

• Ak-Chin Health Center

• Select medical offices and hospitals within Arizona

Hu Hu Kam Memorial Hospital

Sacaton, AZ

HOURS OF OPERATION:

Mon - Thur 7:30 am - 6:00 pm Fri 7:30 am - 5:00 pm

CONTACT INFORMATION:

Direct: 602.528.1384

Switchboard: 602.528.1200

Main Number: 520.562.3321 Ext. 1384

Toll Free: 888.484.8526

Komatke Health Center

Laveen, AZ

HOURS OF OPERATION:

Mon - Fri 8:00 am - 5:00 pm

CONTACT INFORMATION:

Direct: 520.550.6328

Switchboard: 520.550.6000

Hau’pal (Red Tail Hawk) Health Center

Chandler, AZ

HOURS OF OPERATION:

Mon - Fri 8:00 am - 5:00 pm

CONTACT INFORMATION:

Direct: 602.528.1384

After-Hours on Weekends or Holidays, ask your Discharge Nurse to call: Hu Hu Kam Memorial Emergency Department: 602.528.1215

Z-Best Medical Transportation: 520.494.7631 or 480.567.6704

www.grhc.org/MTS/