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Getting to the Doctor: NET (Non-Emergency Transportation)

Getting to the Doctor: NET (Non-Emergency Transportation)

The Non-Emergency Transportation (NET) Program can give you a ride to and from your doctor appointments or other covered Medicaid services. You do not have to pay anything and there is no limit on the number of trips or miles you can travel. NET will only take you to and from Medicaid-covered services.

To be able to get a ride from NET:

  • You must be on Medicaid.
  • You must try to find another ride first—maybe with friends or family members.
  • You must have no other way to get to your appointment.

You cannot use NET if you:

  • are in a nursing home
  • are in an ICF/MR (a home for people who are mentally disabled).
  • are a qualified Medicare beneficiary (QMB).
  • qualify for Medicaid only under the family planning waiver or tuberculosis program.

Scheduling a NET Ride
Calling for a Ride
NET Broker Responsibilities
Urgent Medical Situations
Regular Appointments
Multiple Appointments
Changing Appointments
If Your Ride Doesn't Show Up
Questions or Problems

Scheduling a NET Ride

To schedule a NET ride:

  • Find out who the NET transportation broker is for your region. The broker is the company that Medicaid pays to give you a ride. If you don't know your broker, call the NET Help Line toll-free at 1-888-987-1200.
  • Call at least 48 hours (two full days) before your appointment. (Don't count Saturday, Sunday, or holidays). For example, if you need a ride to the doctor on Monday, you will need to call no later than Thursday.
  • Your broker will be able to pick you up from 8 a.m. to 5 p.m., Monday through Friday.
  • Your broker must pick you up as needed if you have an appointment for chemotherapy, radiation therapy, or dialysis.

Calling for a Ride

When you call for a ride:

  • Have your Medicaid ID ready.
  • Tell the broker why you need a ride.
  • Call at least 48 hours (two full days) before your appointment. (Don't count Saturday, Sunday, or holidays). For example, if you need a ride to the doctor on Monday, you will need to call no later than Thursday.
  • Be ready when your ride arrives. Brokers only have to wait 15 minutes before they can leave without you.
  • If you must travel outside your region, you will need a referral from your doctor. Ask your doctor to send the referral to your NET broker.

NET Broker Responsibilities

NET brokers have to:

  • Offer rides Monday through Friday, 8 a.m. to 5 p.m.
  • Pick you up as needed if you have an appointment for chemotherapy, radiation therapy, or dialysis.
  • Provide a toll-free phone number.
  • Tell you a pick-up time when you make an appointment.
  • Arrive on time.
  • Let you and your doctor know if your ride will be late.

Urgent Medical Situations

If your doctor tells you to get medical care right away, your doctor must call the transportation broker and tell them you have an "urgent medical situation." Your broker should come pick you up without 48 hours' notice.

Regular Appointments

If you see the doctor at the same time each week, you should call your broker and ask if they will set up a regular schedule for you. Some brokers will do this. If you have to change your appointment time or cancel it, call your broker 48 hours before your normal appointment time and let them know.

Multiple Appointments

If you have more than one doctor appointment on the same day, your broker should provide you rides to all of your appointments. Just make sure to give 48 hours notice.

Changing Appointments

If you have to change your appointment time or cancel it, call your broker 48 hours before your normal appointment time and let them know.

If Your Ride Doesn't Show Up

If you called for a ride, but your ride doesn't show up:

  • Call your transportation broker and report the problem.
  • Call the NET Helpline at 1-888-987-1200. Have your Medicaid ID number ready.
  • Call your doctor or health care provider.

Questions or Problems

If you have questions or problems, call the NET Helpline at 1-888-987-1200. The Helpline staff will NOT arrange transportation for you, but will try to give you the help you need.