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Learn about non-emergency medical transportation for MassHealth members

MassHealth provides non-emergency transportation for many members living in the community who are going to medical appointments with MassHealth providers to get MassHealth-covered services. This service, referred to as non-emergency medical transportation, is at no cost to eligible MassHealth members.

Transportation services are overseen by the Human Service Transportation (HST) Office at the Executive Office of Health and Human Services (EOHHS). HST manages transportation services for six state agencies, including MassHealth. For more information about HST, visit mass.gov/human-service-transportation.

Non-Emergency Ambulance service is not managed by the HST office; if you need to take a non-emergency ambulance, please contact your medical provider or the ambulance company directly.

If you are enrolled in One Care, Senior Care Options (SCO), or PACE (Program of All-Inclusive Care for the Elderly), please contact your One Care, SCO or PACE plan directly for any transportation needs.

Table of Contents

What are non-emergency medical transportation services?

Transportation services provided for members to and from non-emergency medical appointments for MassHealth- covered services, if you are eligible for MassHealth Standard, MassHealth CommonHealth, or MassHealth CarePlus. If you are experiencing a medical emergency or need an ambulance, you should contact your local emergency number.

How do I request non-emergency medical transportation?

If you have transportation needs, talk to your primary care physician or other provider. Your provider will need to complete a Provider Request for Transportation (PT-1) form. This form is the authorization to request transportation for you to a specific location from your residence. You will need a separate form for each location or service that you need to go to. A PT-1 form must be completed online on the Customer Web Portal (CWP) by a MassHealth medical provider.

Check out these instructions for completing and submitting or viewing the PT-1 form.

What if I need extra help?

Transportation is a curb-to-curb service unless an enhanced level of service is requested. This means that you will be picked up at the curb by your location of origin and dropped off at the curb at your destination.

The driver may help you board and exit a vehicle, but if you require additional assistance, you should ensure that someone can assist you with making your way to the curb for pick up.

If you are in an institutional setting, you can speak with the provider who is submitting your PT-1 form to see if a request for an enhanced (room to room) level of service may be authorized. You may also choose to bring someone with you to your appointment (see next section for more information).

If you are enrolled in One Care, Senior Care Options (SCO) or the Program of All- Inclusive Care for the Elderly (PACE), your plan will coordinate your transportation for you. You should call your One Care, SCO or PACE plan directly if you need transportation.

Can I bring someone to my appointment?

You may bring an escort (such as a family member or parent) to help you get in and out of the vehicle and into your appointment. Escorts may also come to help with translation, to accompany a child, or for other reasons. If you need an escort, there is a space to note this on the PT-1 form and it must be approved. (Note that members are responsible for providing their own escorts.)

Who qualifies for transportation?

MassHealth members who are in MassHealth Standard, MassHealth CommonHealth, or MassHealth Careplus coverage types and are not able to access public transportation and/or private means of transportation are eligible for non-emergency medical transportation services.

There are exceptions to these guidelines. For the full list of these exceptions, or to find out if you qualify for non-emergency medical transportation, call the MassHealth Customer Service Center at (800) 841-2900; TTY (800) 497-4648.

What kind of appointments can I get transportation for?

You can get transportation to any medical appointments (including counseling or day habilitation) for MassHealth-covered services.

As of April 1, 2022, MassHealth members may also get transportation through the HST brokerage when being discharged from a hospital or other inpatient or outpatient facility.

What if I have a wheelchair or walker and require assistance?

If you use a wheelchair, walker, or mobility scooter you may still use the PT-1 service. Drivers/brokers are required to ensure that you can get to your destination safely and without difficulties. Be sure to tell your medical provider if you have a wheelchair, walker, or require additional assistance so they can include this information as part of your PT-1. If you need assistance getting out of your home safely, you should contact your provider so they can secure the appropriate transportation for you.

Can I get transportation when I’m being discharged from a hospital or other facility?

As of April 1, 2022, MassHealth members may also get transportation through the HST brokerage when being discharged from a hospital or other inpatient or outpatient facility. This service can be delivered as a one-time authorization via curb to curb or room to room service options dependent on your needs or condition when you’re being discharged.

For more information, talk to your provider or facility directly, or contact HST at: (617) 847-3427 or via email at HSTinfo@state.ma.us.

How long will it take to process my PT-1 form?

Generally, it takes one business day to process, but in certain situations processing can take up to three business days once received. If you need transportation sooner, your medical provider can contact the MassHealth Customer Service Center to inquire about the status of the PT-1 request on file.

How will I know if my PT-1 has been approved or denied?

You will receive a letter in the mail informing you that your PT-1 has been approved or denied. If you’re approved, you will receive instructions on how to set up your transportation. If denied, you will be given a reason for the denial and information on how to appeal it. You can also ask your provider to verify the status via their portal access or contact the MassHealth Customer Service Center.

What happens once I have been approved?

If you are approved for MassHealth transportation, MassHealth will assign a transportation broker to you based on your city or town. Only your broker can arrange rides for you. After you are approved for transportation for the first time, your broker will send you a welcome letter with their contact information, as well as information on scheduling, filing complaints, and other helpful resources.

What is a transportation broker?

A transportation broker is a regional transit authority that manages non-emergency medical transportation for people who need assistance getting to and from their healthcare appointments. A transportation broker matches transportation requests with the right vehicles, the right routes, and the right schedule to ensure that you arrive safely and on time.

How do I schedule transportation once it is approved?

You can schedule transportation by contacting your transportation broker. In addition to calling your broker, you can now schedule trips through an app or online through a portal:

  • If your broker is MART, you can use this app or member portal to book your trips. If you prefer, you can still call MART at (866) 834-9991 between 7 a.m. and 7 p.m. Call hold times tend to be longer on Mondays, Tuesdays, and daily from 9 - 11 a.m. and 2 - 3 p.m.
  • If your broker is GATRA, you can use this app or online system to book your trips. If you prefer, you can still call GATRA at (800) 431-1713 between 7 a.m. and 6 p.m. Call hold times tend to be longer on Monday mornings and daily between 11 a.m. and 1 p.m. and 4 - 5 p.m.

Please book your trips at least three days in advance whenever possible. However, your broker will make every attempt to accommodate trip requests received less than three days in advance.


Scan this QR code to download the app so you can book your trips.

Scan this code to download the app so you can book your trips right from your smartphone. Once you download the app, enter your MassHealth ID as your username. Your password is your birth month and birthdate. Use two digits for each. For example, if your birthday is January 1, your password would be 0101.

Additional Resources

How will I know my driver is here to pick me up?

You should be ready 15 minutes before your scheduled pick-up and watch through the window or wait outside for your vehicle to arrive. They are not able to walk to your door and/or ring your doorbell. Your broker will call you the day/night before your appointment to confirm your pick-up time and your transportation vehicle.

What happens if I move and my address changes?

If you move, please let the MassHealth Customer Service Center know as soon as possible to avoid interruption in your transportation services. You will only be authorized for the addresses on the PT-1 form.

What do I do if I need to be picked up at a location other than my home?

If you need to be picked up at a different location, please let the MassHealth Customer Service Center know as soon possible. If there is an address that you stay at frequently, like a relative’s home, you should have your provider list this address on your PT-1 form, in case you need to be picked up or dropped off there.

What if my ride does not show up?

Call your transportation broker at the number you used to set up your ride. Stay calm and explain the problem. Your transportation broker will be able to help you. Then call your healthcare provider to let them know if you may be late or unable to get there.

What if my medical appointment is running later than I thought?

When you schedule your trip, your transportation broker will ask you if you would like to set an approximate time for pickup, or a will-call ride (meaning that you will call your broker to request a return trip home once the appointment is over). If you set up a scheduled time for pickup, the driver will arrive at the time requested and wait 15 minutes.

If you’re not sure how long your appointment will take, or your doctor frequently has delays, you should add an additional 15 to 30 minutes to your pick-up time or schedule a will-call ride to avoid interruptions or delays in services.

If you set up a will-call ride, you will need to contact your broker once your appointment is finished. A transportation provider will pick you up within 60 minutes.

What if my appointment has changed?

If your appointment has changed, call your transportation broker as soon as you can. Explain why you are changing your ride time and set up a new pickup time.

What if I have a complaint about my transportation driver, the vehicle or services?

Any service comments or complaints should be directed to your transportation broker as soon as possible. If you are unable to resolve your complaint, please contact the Human Service Transportation Office at (617) 847-3427 or email your complaint to HSTComplaintIncident@mass.gov.

What if I have a complaint about my transportation broker?

If you have a complaint about your transportation broker, you should contact the Human Service Transportation Office at (617) 847-3427 or email your complaint to HSTComplaintIncident@mass.gov.

For any other general questions, please feel free to contact the MassHealth Customer Service Center.

Additional Resources

Contact

Online

Contact HST HSTinfo@state.ma.us

Address

EOHHS Human Service Transportation Office
100 Hancock Street
8th Floor
Quincy, MA 02171
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