Frequently Asked Questions
About NEMT
What exactly is Non-Emergency Medical Transportation (NEMT)?
NEMT is a specialized service for individuals who need assistance getting to medical appointments but do not require an ambulance. It is ideal for seniors, those using wheelchairs, or anyone needing a helping hand and a safe, reliable ride.
Is this service only for medical doctor visits?
While medical appointments are our specialty, we also provide transport for dialysis, physical therapy, pharmacy trips, and even hospital discharges. Our goal is to support your overall health and well-being.
Are you a local Louisville business?
Yes! We are proud to serve the Louisville, KY area. Being local means we know the community, the medical facilities, and the neighborhoods, ensuring a smoother journey for our neighbors.
Booking & Scheduling
How far in advance should I book my ride?
We recommend scheduling at least 24 to 48 hours in advance to ensure availability. However, we understand that needs can arise suddenly, so please call us to see if we can accommodate a last-minute request.
What information do I need to provide when booking?
We'll need your pickup location, destination address, appointment time, and whether any mobility assistance (like a wheelchair) is required. This helps us ensure the right vehicle is assigned to you.
Can a family member or caregiver book for me?
Absolutely. Many of our rides are scheduled by family members or professional caregivers. We make the process simple and provide confirmation so everyone knows the ride is set.
Service Areas
Which parts of Louisville do you cover?
We serve all neighborhoods within Louisville, including surrounding areas like Jeffersonville and New Albany (the Kentuckiana area). Please contact us to confirm coverage for your specific location.
Do you provide long-distance medical transport?
Our primary focus is the local Louisville region. However, for specialized procedures or family relocations outside the area, we can discuss custom long-distance options on a case-by-case basis.
Can you transport me to facilities across the bridge?
Yes, we regularly transport patients to medical offices and hospitals on both sides of the Ohio River within our service radius.
Day-of Ride Expectations
Will the driver help me from my door to the vehicle?
Yes, we provide door-to-door service. Our drivers are trained to assist you safely from your front door into the vehicle and then into the medical facility reception area.
Can a caregiver or spouse ride with me for free?
Yes, one companion is welcome to ride with you at no additional charge. We encourage caregivers to accompany their loved ones for extra support and comfort.
What if my appointment runs longer than expected?
Simply call us or have the facility staff notify us when you are ready. Our drivers coordinate their schedules to ensure you aren't left waiting long for your return trip.
Mobility & Safety
Do your vehicles have wheelchair ramps or lifts?
Our fleet is equipped with professional-grade hydraulic lifts and secure ramps to accommodate manual and electric wheelchairs securely and comfortably.
What training do your drivers undergo?
All Mason Medical Transport Plus drivers are certified in CPR, First Aid, and specialized mobility assistance protocols. They also undergo thorough background checks and ongoing safety training.
How do you ensure vehicle cleanliness for seniors?
We strictly adhere to sanitization protocols, cleaning our vehicles throughout the day to provide a safe, hygienic environment for every passenger we serve.
Pricing Basics
How is the cost of my ride determined?
Pricing is typically based on a base pickup rate plus a per-mile charge for the distance traveled. Wheelchair or stretcher service may have different base rates than ambulatory service.
Do you accept insurance or Medicare?
Unfortunately, we do not bill insurance companies directly. While some plans cover NEMT, many of our patients use private pay. We provide clear invoices for you to submit to insurance for reimbursement purposes.
How do I pay for my ride?
We accept most major credit cards and electronic payments. Payment can usually be arranged securely over the phone after booking so you don't have to worry about cash on the day of your ride.