Need a Ride to Your Medical Appointment? 

QUEST Integration Member Services

If you don't have a way to get to a covered medical appointment, your health plan may be able to help. This service is called Non-Emergency Medical Transportation (NEMT).

What is NEMT?

NEMT is a free ride to and from medically necessary appointments when you have no other way to get there. It is not for medical emergencies — if you have an emergency, call 911.

Your QUEST Integration health plan will arrange the most appropriate and cost-effective ride for your situation. Before scheduling a ride, you may be asked whether you can get to your medical appointment using your own car, a family member, a caregiver, a friend, or a volunteer.

Who Can Use NEMT? 

You may qualify for a ride if:

• You are a QUEST Integration health plan member,
• You have a medically necessary appointment for a covered service, and
• You have no other transportation available.

Your doctor (PCP) or Health Coordinator confirms that the ride is medically necessary.

Types of Rides Available (Requires prior approval)

• Public Transportation - You may receive a bus pass if you live within ½ mile of a bus stop, your appointment is within ½ mile of a bus stop, and you are able to ride the bus (including using a wheelchair on handicap-accessible transit).
• Curb- to-Curb Pick up - Curb-to-curb service by necessary vehicle type, such as taxi or Handivan for members who need extra assistance and able to get to the pick-up location. The Handi-Van has its own eligibility requirements set by the Handi-Van not by Medicaid. You must apply and be approved separately. Here is the link to the Handivan webpage.
• Door-to-Door Pick up - Door-to-Door service by necessary vehicle type, such as taxi, for members who do not have a caregiver and are unable to get to the curbside alone. 
• Other Transportation - If you need a ride beyond public transportation, taxi or Handi-Van, your doctor or health coordinator must confirm that a higher level of transportation is needed.

How to Schedule a Ride (Contact your QUEST Integration Health Plan)

• Plan ahead (48 hours). Request your ride at least 48 hours before your appointment. With less notice, you may be asked to reschedule unless your visit is urgent.
• Urgent visits. If you have a serious medical problem that needs attention within 24 hours (but is not life-threatening), you can request a ride with less than 48 hours' notice.
• Regular appointments. For ongoing care like dialysis or adult day care, your rides can be scheduled in advance for the whole quarter.
• Inter-island and out-of-state travel. If you need to travel to another island or out of state for medical care, your health plan can help arrange your air and ground transportation.

Find Your Health Plan's Transportation Services

Select your health plan below for phone numbers, website links, and how to schedule a ride.

Good to Know

• Sharing a ride: You may need to share a ride with other members, but only if it will not add more than 30 extra minutes to your trip. If you have signs of a contagious illness (cough, fever, open sores), you will not be asked to share a ride.
• Bringing someone with you (attendant or escort) to travel with you in both directions: If you are under the age of 18, must be accompanied by a person who has legal authority to you. If you need help because of your special needs, or if your doctor or health coordinator says an attendant or an escort is medically necessary.
• No extra charge: There is no cost to you for a covered NEMT ride.

What NEMT Does Not Cover

• Side trips for shopping, visiting, or picking up/dropping off medical equipment
• Rides for eligibility appointments (such as SSI or Medicaid eligibility)
• Trips to classes or community events (unless part of your care plan)
• Pharmacy pickups, unless your condition is serious and you need your medicine right away
• More than one attendant or escort.
• An attendant or escort for companionship or social reasons.

Questions or Problems with Your Ride? 

If your ride request is denied or you have concerns about your transportation service, you have the right to file a grievance or appeal. Contact your health plan's member customer service line on the back of your member ID card and they will help you with the process.  You can also contact Medicaid Ombudsman office at 888- 488-7988 or visit their website, they can help to start the grievance or appeal process. 

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This information is a general summary of QUEST Integration NEMT benefits. Your specific benefits and how to use them are described by your health plan. If you have questions, contact your health plan's member customer services.