Non-emergency medical transportation, commonly called NEMT, is transportation connected to healthcare access
for passengers who do not require emergency ambulance response for the trip being requested.

Depending on the provider, NEMT may serve ambulatory passengers, wheelchair users, recurring appointment riders,
hospital discharge transportation needs, rehabilitation appointments, dialysis transportation needs, and other
scheduled healthcare-related trips.

Ambulatory transportation

Ambulatory service is generally intended for passengers who can enter, exit, and ride in the vehicle within the
provider’s established service and assistance requirements.

Wheelchair transportation

Wheelchair transportation uses an appropriately equipped vehicle and a designated mobility-device securement
process. Booking staff may need information about the mobility device and pickup or destination access conditions.

The correct service type should be discussed during booking. A rider’s current mobility needs—not assumptions
based on a previous trip—should guide the reservation information.

Advance booking gives the transportation provider more opportunity to review the trip, service type, vehicle
needs, route, and schedule. High-demand appointment times and trips involving wheelchair transportation may
require additional planning.

When booking, provide the required arrival time for the appointment rather than only the appointment start time
when early check-in is required. Also identify whether the trip is one-way, round-trip, or requires a return
transportation plan.

Private-pay NEMT pricing can vary based on the transportation provider, service type, trip distance, pickup and
destination locations, wait-time requirements, after-hours service, special scheduling conditions, and other
disclosed service factors.

Common service factors that affect pricing

• The base rate for the requested service type.
• Mileage or distance-based charges.
• Wait-time charges.
• After-hours or special scheduling charges.
• Return-trip expectations.

One-way

The reservation covers transportation from the pickup location to the destination.

Round-trip

Transportation is arranged for both the outbound and return portions of the trip. The return may have a scheduled
pickup time or another return arrangement established during booking.

Will-call return

A rider or authorized contact notifies the provider when the rider is ready for the return trip.

Preparing before a transportation trip can help the pickup process move safely and efficiently.
Riders and families should provide accurate information when booking, including the type of mobility device
being used and any access conditions that may affect pickup or drop-off.

Before the vehicle arrives

• Confirm the pickup address, destination, appointment time, and best contact number.
• Advise the transportation provider that the rider will travel using a wheelchair or other mobility device.
• Identify stairs, steep slopes, narrow gates, gravel, construction, or other access concerns.
• Have personal belongings, appointment paperwork, and necessary identification ready.
• Secure loose bags or accessories attached to the wheelchair when practical.

Riders should never feel pressured to minimize an access concern when booking. Clear information helps us determine whether the requested trip can be completed safely and whether additional
planning is necessary.

Absolutely! 1 person can ride with the rider for free. Additional people may be charged. Just let us know
during the ride booking process so we can accommodate the additional rider(s).

Rideshare services and non-emergency medical transportation can both move a person from one location to
another, but they are designed around different service expectations.

Rideshare transportation

Traditional rideshare service is generally designed for point-to-point transportation for members of the
public. Vehicle configuration, passenger assistance, mobility-device accommodation, and driver preparation
may vary by service and trip.

Non-emergency medical transportation

NEMT is transportation associated with access to healthcare and related mobility needs. Depending on the
service requested, NEMT may include wheelchair-accessible vehicles, mobility-device securement,
additional boarding time, rider assistance within our service scope, and coordination with a
family member or facility.

Your transportation experience begins before the vehicle arrives. During booking, Clever Transit may request
information about your pickup location, destination, appointment schedule, contact information, mobility needs,
and any known access concerns that could affect the trip.

At pickup

Your driver will confirm the rider and trip information, assess the immediate boarding environment, and follow
the applicable boarding and securement process for the service being provided.

During the ride

Drivers are expected to operate professionally, follow company safety expectations, protect rider privacy,
and communicate transportation-related concerns through established company procedures.

At the destination

The driver will complete the transportation service within Clever Transit’s authorized service scope. Riders
and families should discuss special coordination needs when booking so expectations are clear before the trip.

Discharge transportation works best when the rider, facility, transportation provider, and receiving location
have the same information before the vehicle is dispatched.

Confirm before booking

• The patient is medically cleared for the transportation service being requested.
• The correct pickup department, entrance, unit, or discharge location is identified.
• The destination address and receiving contact information are accurate.
• The rider’s mobility status and transportation type are correctly communicated.
• Any wheelchair, walker, oxygen equipment, bags, or personal belongings are identified.
• The receiving location is aware of the rider’s expected arrival when appropriate.

Transportation delays are not always caused by vehicle availability. Incomplete destination information, changes
in mobility status, unclear ready times, missing personal belongings, and communication gaps can all create delays.

Build a transportation-ready process

• Identify the transportation need early in the discharge planning process.
• Confirm whether the rider is ambulatory or requires wheelchair transportation.
• Verify destination access before transportation is arranged.
• Use a realistic transportation-ready time rather than an estimated medical discharge time.
• Designate a facility contact who can respond when the provider arrives.
• Immediately communicate meaningful schedule or mobility changes.

Treating transportation as a coordinated discharge function rather than a last-minute vehicle request can improve
communication and help reduce preventable service disruption.

Before marking a rider ready for transportation, verify the following:

• Rider identity and destination are confirmed.
• The requested transportation type matches the rider’s current mobility status.
• The rider is at the agreed pickup location or can be brought there within the agreed process.
• Necessary personal belongings are prepared.
• Mobility devices and related accessories are available.
• A receiving contact has been identified when coordination is required.
• Known access issues have been shared with the transportation provider.
• The facility has a working contact number available to the provider.

Wheelchair transportation should be scheduled using specific information rather than a general statement that
the rider “needs a wheelchair van.”

Information to communicate

• Whether the rider travels in a manual wheelchair, power wheelchair, or other mobility device.
• Any known device size or configuration concerns that may affect vehicle compatibility.
• Whether the rider can independently control or position the mobility device.
• Known access barriers at pickup or destination.
• Whether a responsible party or receiving staff member will be available when required.

Transportation providers may need additional information to determine whether a trip is within their authorized
service scope and can be completed with available equipment. Facilities should report changes before the vehicle
arrives whenever possible.

Missed transportation can disrupt appointments, facility workflows, and vehicle schedules. A simple confirmation
process can reduce avoidable no-shows.

Recommended practices

• Confirm the rider still needs transportation before the applicable cancellation window.
• Verify appointment times and addresses against the original reservation.
• Maintain a current rider or facility contact number.
• Communicate hospital holds, appointment changes, or discharge delays as soon as they are known.
• Avoid duplicate bookings with multiple transportation providers for the same trip.

For recurring transportation, periodic schedule audits can identify outdated trips, changed treatment days,
and incorrect contact information before those issues become service failures.

Strong NEMT scheduling starts with a complete trip profile. Care coordinators should avoid treating transportation
as a simple pickup-time request when mobility needs, appointment duration, access conditions, or return-trip
requirements may affect the service.

For each trip, document

• Passenger name and authorized contact information.
• Exact pickup and destination addresses.
• Appointment or required arrival time.
• Mobility status and transportation type.
• Known access conditions.
• One-way, round-trip, or will-call return requirements.
• Facility contact information.

For recurring trips, review the reservation profile whenever the rider’s mobility status, treatment schedule,
residence, destination, or responsible contact changes.

Wheelchair securement is the process used to stabilize a mobility device in the vehicle’s designated securement
area and provide the passenger restraint components applicable to the transportation system being used.

A professional securement process may include

• Positioning the mobility device in the designated securement location.
• Identifying appropriate securement points on the mobility device.
• Applying the vehicle’s securement equipment according to training and equipment requirements.
• Checking the securement arrangement before vehicle movement.
• Applying the passenger restraint system as appropriate to the vehicle and equipment configuration.

Clever Transit’s approach is to emphasize training, evaluation, and consistent securement procedures rather than
relying on informal on-the-job familiarity.

NEMT drivers serve passengers who may have mobility limitations, age-related needs, medical appointment schedules,
or heightened concerns about safety and dignity. Driving skill is important, but it is only one part of the job.

Professional NEMT preparation should address

• Defensive driving and hazard recognition.
• Passenger assistance and professional boundaries.
• Wheelchair and mobility-device securement.
• Emergency and incident procedures.
• Customer service and de-escalation.
• Privacy and appropriate handling of passenger information.
• Vehicle inspection and defect reporting.

Passenger assistance in NEMT requires clear service boundaries, situational awareness, communication, and an
understanding of mobility-related transportation needs. The goal is to support the transportation process
without misrepresenting transportation staff as medical professionals or personal care attendants.

Drivers must understand what assistance is authorized by company policy, what conditions should be reported to
dispatch, and when a requested task is outside the transportation provider’s service scope.