Get a ride to MassHealth medical appointments

You can get transportation to MassHealth covered services, including medical, counseling, and day habilitation appointments.

The Human Service Transportation Office (HST) manages non-emergency transportation for MassHealth Standard, MassHealth CommonHealth or MassHealth CarePlus members.

Table of Contents

Ask your medical provider to fill out a PT-1 form

Talk to your health care provider if you need transportation to and from a non-emergency medical appointment.

You can check your eligibility for transportation by calling the MassHealth Customer Service Center at (800) 841-2900.

Your MassHealth provider must complete an online transportation request (PT-1 form) for you. There is no paper form. The approval process may take up to 3 business days. You can check the status of your PT-1 form to see if it's approved.

If the PT-1 form is approved, you’ll receive a letter from your transportation broker (MART or GATRA) with instructions on how to schedule your ride. When possible, schedule your ride at least 3 days in advance. 

Additional Resources

Schedule your ride online, using the mobile app, or by phone

Once your PT-1 is approved, you're ready to schedule your MassHealth rides through your transportation broker. There are 2 brokers for MassHealth rides: MART or GATRA. You will receive a letter from the broker assigned to you but you can also find your broker by looking up the information for the town where you live.

You can schedule your ride 3 ways: online, through a mobile app, or by phone.

Online

Schedule a ride with MART online

Schedule a ride with GATRA online

  • Watch this video on how to schedule your ride online
  • Enter your MassHealth ID as your user name
  • Password is your birth month and day. Use 2 digits for each. For example, if you birthday is Jan. 1, your password is 0101.

Mobile app

HST QR code

Schedule using our mobile app. Point your smart phone's camera at the QR code to find the QRyde Rider app in the App Store or Google Play Store.

  • Watch this video on how to use the mobile app
  • Enter your MassHealth ID as your user name
  • Password is your birth month and day. Use 2 digits for each. For example, if you birthday is Jan. 1, your password is 0101.

 

By phone

MART

  • Call (866) 834-9991 to schedule your ride
  • Call Center is open Monday through Friday, 7 a.m. - 7 p.m.

GATRA

  • Call (800) 431-1713 to schedule your ride
  • Call Center is open Monday through Friday, 7 a.m. - 6 p.m.

What to know before you go

Learn what to expect from drivers and their vehicles on your PT-1 ride to non-emergency MassHealth medical appointments.

Know who to call

Reasons to contact MassHealth Customer Service

Reasons to contact your broker (MART or GATRA)

  • To schedule approved PT-1 approved transportation to your medical appointments
  • To cancel previously scheduled transportation
  • To confirm the vendor transporting for a scheduled trip 
  • To file a complaint regarding your trip

Feedback and complaints

If something went wrong on your trip, we want to know. Please contact your broker either:

  • On the phone where you will be able to speak to a representative or leave a voice message
  • On their website to provide your feedback in writing and to upload any photo/video evidence that you wish to provide

If your broker is MART:

If your broker is GATRA:

If you file a complaint you should expect to hear back within 24 hours that your complaint has been received. You should be notified at that time if your broker needs additional information from you to investigate your complaint further. You may request not to ride with a transportation provider that you filed a complaint about while the complaint is being investigated.

To share feedback on scheduling PT-1 rides with the Human Service Transportation office:

Contact

Feedback