Frequently Asked Questions

Non-emergency medical transportation (NEMT) is a scheduled ride service for patients who need to reach medical appointments but do not require emergency medical care or life-support equipment in transit. Unlike an ambulance dispatched for medical emergencies and staffed by paramedics, NEMT provides safe, comfortable transportation to planned appointments including dialysis, chemotherapy, specialist visits, physical therapy, and hospital discharge. Heartline Transport provides NEMT exclusively for Worcester patients who need dependable, professional rides without the cost of emergency services.

Call our dispatch team directly or submit a ride request through our website. We recommend scheduling at least 48 hours in advance for planned medical appointments so we can confirm your coverage, assign the right vehicle, and coordinate any accessibility needs. For hospital discharges or same-day situations, contact us as early as possible and we will do everything we can to accommodate you.

We recommend booking at least 48 hours before your appointment for routine medical rides. This gives our team time to verify your Medicaid or MassHealth coverage, confirm authorization if required, and assign the appropriate vehicle for your needs. For recurring rides such as dialysis or chemotherapy, we set up your full schedule in advance so you never have to rebook week to week.

Heartline Transport serves Worcester and surrounding communities throughout Central Massachusetts. We regularly transport patients to and from UMass Memorial Medical Center, St. Vincent Hospital, UMass Memorial Hahnemann Campus, and medical offices and outpatient facilities throughout Worcester County. If you are unsure whether your location is within our service area, call us and we will confirm.

Yes. A family member, personal care attendant, care coordinator, or hospital discharge team can contact Heartline Transport to book a ride on your behalf. We work directly with case managers, social workers, and facility staff throughout Worcester to coordinate transportation for patients who need assistance with scheduling.

Yes. Heartline Transport provides 24-hour dispatch to accommodate early morning appointments, evening treatments, and time-sensitive discharge rides. Medical needs do not follow a 9-to-5 schedule, and neither do we. Contact our dispatch team at any time to schedule or adjust a ride.

Yes. Heartline Transport accepts Medicaid and MassHealth transportation benefits for eligible Worcester patients. We verify your coverage before your first ride and bill your managed care organization directly, so there is no out-of-pocket cost to you at the time of service.

MassHealth provides non-emergency transportation benefits to members who have no other reliable means of reaching their medical appointments. Eligibility depends on your specific plan and the type of appointment you are attending. Call Heartline Transport with your MassHealth ID and appointment details and our team will verify your coverage at no cost before your first ride is scheduled.

Some MassHealth plans require a PT-1 transportation authorization form completed by your healthcare provider before covered rides can be scheduled. Heartline Transport is familiar with this process and will walk you through exactly what is needed. If your plan requires prior authorization, our team coordinates with your provider and managed care organization to get approval confirmed well before your appointment date.

If a particular ride falls outside your covered benefits, our team will inform you before the trip is booked so there are no surprise costs. We will also work with your care coordinator to explore alternative coverage options. Heartline Transport will never schedule a ride and leave you with an unexpected bill.

Yes. Patients undergoing dialysis, chemotherapy, radiation, or regular physical therapy can set up a recurring ride schedule with Heartline Transport. We handle all authorization renewals with your managed care organization and adjust your schedule whenever your treatment plan changes. Once your recurring schedule is set, you do not need to call us before every appointment.

Yes. Every vehicle in our fleet that is designated for wheelchair transport is ADA-compliant and equipped with hydraulic lifts or electric ramps, four-point wheelchair tie-down systems, and extended roof clearance for comfortable loading and unloading. Our drivers are trained specifically in wheelchair securement and safe passenger assistance.

We accommodate standard manual wheelchairs, heavy-duty and bariatric manual chairs, power wheelchairs, and electric mobility scooters of varying sizes. If you have a specialized mobility device, contact our team before booking and we will confirm compatibility so the right vehicle is assigned to your ride.

Door-through-door means your Heartline Transport driver comes inside your home to assist you, accompanies you to the vehicle, and escorts you all the way into your medical appointment, including navigating stairs, ramps, elevators, and building entrances. We do not drop you at the curb and consider the job done. On the return trip, we come inside the facility to assist you back to the vehicle and walk you into your home before we leave.

Yes. You are welcome and encouraged to remain in your wheelchair throughout the ride. Our vehicles are equipped with secure tie-down systems specifically designed to keep you safely positioned in your chair for the entire trip. There is no need to transfer to a seat unless you prefer to.

Power wheelchairs and mobility scooters require precise four-point securement to keep both the chair and the passenger safe during transport. Our vehicles are equipped with state-of-the-art tie-down systems rated for powered mobility equipment, and every driver completes hands-on securement training before their first wheelchair transport assignment.

Heartline Transport offers will-call return rides, meaning you call us when your appointment is finished and we dispatch your driver immediately. If you prefer a scheduled return time, we build extra buffer into the pickup window to account for common appointment delays. Either way, you will never be stranded at a medical office waiting for a ride that was booked too tight.

Please contact our dispatch team as early as possible if you need to cancel or reschedule. We ask for at least a few hours of notice when possible so we can reassign the vehicle and accommodate other patients. For recurring ride schedules, simply call or message us and we will update your standing schedule going forward.

Heartline Transport sends confirmation notifications when your ride is scheduled and a reminder notification when your driver is dispatched. Our dispatch team is available by phone at all times if you have questions about your driver's status or estimated arrival time.

Yes. Round-trip scheduling is available and recommended for most medical appointments. When you book your ride, let our team know you need a return pickup and whether you would like a scheduled return time or a will-call return when your appointment concludes. We coordinate both legs of the trip so nothing is left unconfirmed.

Yes. Heartline Transport welcomes one companion, family member, or personal care attendant to accompany patients on their rides at no additional charge. Simply let our scheduling team know when you book so we can confirm space in the vehicle. Companions are welcome on all ride types including wheelchair accessible and ambulatory transport.

Yes. Heartline Transport works closely with care coordinators, case managers, social workers, and discharge planners throughout Worcester. Your coordinator can contact our team directly to schedule rides, request vehicle types, confirm pickup times, and receive updates on ride status. We are designed to integrate smoothly into your care team's workflow.

Yes. Heartline Transport provides hospital discharge transportation from UMass Memorial Medical Center, St. Vincent Hospital, UMass Memorial Hahnemann Campus, and other medical facilities throughout Worcester County. We coordinate directly with hospital discharge teams to confirm your pickup time and vehicle requirements before you are cleared to leave.

It happens often. Heartline Transport builds flexibility into every discharge pickup. Our dispatch team stays in contact with you and your care team on the day of discharge and adjusts your pickup window as needed. You will never be left sitting at a hospital entrance because your driver was booked for the wrong time.

Yes. Post-surgical and post-procedure patients frequently leave the hospital with new mobility needs they did not have at admission. Inform our scheduling team when you book your discharge ride and we will assign a wheelchair accessible vehicle so you are not placed in an inappropriate vehicle on what is already a stressful day.