PAVING THE WAY FOR A HEALTHIER USA
WHAT TO EXPECT
Transporters
What To Expect When The Driver Arrives
Our drivers are trained to make sure the client is transported safely and securely. They will always be polite and professional when they arrive. They will arrive in an unmarked vehicle for transportation and take the following actions:
IDENTIFY
OURSELVES
Present their employee ID upon request from the facility.
GET IN TOUCH
Enter the facility, unless otherwise instructed, and ask for the contact person listed on the submission form.
ASK QUESTIONS
Ask questions concerning the client to ensure the safest and most secure transport possible.
OBTAIN CLIENT'S BELONGINGS
Take possession of the client's personal items and secure them away from the client.
IDENTIFY
OURSELVES
Introduce themselves to the client and have a brief conversation with them.
ESCORT CLIENT TO VEHICLE
Escort the client to the vehicle with the assistance of the facility staff.
ASSIST CLIENT INTO VEHICLE
Assist the client into the back seat of the vehicle.
PROCEED TO DESTINATION
Proceed to the destination facility.
What To Expect At Destination Facility
Our drivers will always be polite and professional when they arrive. They will arrive in an unmarked vehicle for transportation and take the following actions:
GET IN TOUCH
Enter the facility, unless otherwise instructed, and ask for the contact person listed on the submission form.
INTRODUCE THEMSELVES
Introduce themselves, present the client's name, and inquire about the designated location to bring the client.
INFORM FACILITIES
Kindly inform the facility of any noteworthy behaviors observed during transport.
RETURN CLIENT'S BELONGINGS
Give the client's personal belongings to facility staff.
The driver may offer to help get the client from the vehicle into the facility, but it is not their responsibility to escort them through the facility or stay with them during check-in or intake processes. If there are any items in the client's belongings that raise concern, the driver will kindly notify the facility staff. After ensuring the client and their belongings are safely in the hands of the facility staff, the driver will leave the premises.
PLEASE NOTE: Our drivers are only authorized to pick up the client from the designated pickup facility and drop off at the specified destination facility. We do not provide medical services or perform duties as security guards or law enforcement officers. Drivers must stay on the predetermined route and are not permitted to make any stops to pick up items or personal belongings.
Dispatch
Understanding Dispatch Process
To help us aid in the transportation of the client, when a request for transportation has been submitted, dispatch will follow up with the contact person to confirm details.
VERIFY DETAILS
After you submit the request for transportation, our dispatch team will reach out to the designated contact at the referring agency to verify the details. If our dispatch team is unable to get in touch with the designated contact, the transportation may be delayed or even canceled until further communication can be established.
SPECIAL NEEDS CONCERNS
The dispatch team may have some follow-up questions about the client's needs to make sure they are providing the best possible service. They want to make sure the client is transported in a smooth and efficient manner.​​
CARE FOR MINORS
Dispatch will take the necessary steps to ensure the safe transportation of all clients, including minors. If the client is an minor, dispatch will ask for the contact information of the parent or guardian. This information will be shared with the driver in case of an emergency during the transport. Dispatch will reach out to the parent or guardian and provide them with the contact details for RIDECARE so the can stay updated or get in touch with the driver or dispatch if needed.
CONFIRM ACCEPTANCE
To make sure everything runs smoothly, dispatch will also confirm the acceptance of the client at the destination facility by contacting their listed contact. If they are unable to reach the destination facility, the transportation may be delayed or even canceled until they are able to make contact and confirm acceptance. After both pick-up and destination facilities have been confirmed, the transportation request will be assigned to the nearest available driver. The referring entity's contact will be informed of the estimated time of arrival (ETA) for the client pickup. The destination facility's listed contact will also be given an ETA of when to expect transporat to arrive with the client.
WHEN THE DRIVER ARRIVES
When the driver arrives to pick up the client, you can expect them to arrive within two hours of receiving the submission form. If for any reason the arrival time goes beyond the 3 hour window, dispatch will provide an explanation. Dispatch will keep the facilities informed and updated if there is any delay or cancellation of the pick-up or drop-off.
FREQUENTLY ASKED QUESTIONS
For any additional questions please visit our FAQ section for assistance, located here.
Facilities
Information And Cooperation
In order for the client's transition between facilities goes smoothly, we will need some information and cooperation from both facilities involved in the transport:
BE AS PROMPT AS POSSIBLE
Please make sure the client is ready to go when the driver arrives or as soon after as possible. We know that there may be situations that make it hard to have the client ready right on time and we're happy to be flexible, within reason. The driver will not be able to help with getting the client dressed or physically moving them. The driver also cannot make the client get into the vehicle by force. It is the facility's responsibility to facilitate physically moving the client, if the need arises.
SPECIAL REQUESTS
If you have any special requests for pick-up or drop-off, such as a specific location at the facility or desired time, please include that information when you submit the form or let dispatch know during the confirmation call.
PERSONAL ITEMS
Please make sure the client is not in possession of personal belongings. It is important to make sure that the client does not bring any excessive amount of personal belongings, including large bags, backpacks, or any large amount of items, as most facilities are not equipped to handle them. Our drivers are unable to search the client's possessions; however, they may ask if the client has anything on them and do a quick check of their pockets, arms, and legs. If a more thorough search is necessary, the facility staff may need to involve law enforement.
EMERGENCY EQUIPMENT
RIDECARE does not have the ability to provide any medical equipment. If the client has medical equipment that needs to be transported with the client, please indicate that on the submission form.