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TransDev (Veolia) Participant Information

Baltimore County Department of Health
6401 York Road, Third Floor
Baltimore, Maryland 21212-2130
Email: communityhealthservices@baltimorecountymd.gov

Phone: 410-887-2828
TTY users call via Maryland Relay 7-1-1

Service

TransDev provides shared transportation to and from medical appointments covered by Medical Assistance (MA). You may be riding with others to and from their appointments; this is not a private cab service. All TransDev vehicles assigned to Baltimore County are clearly marked with signage that reads BACO MA (Baltimore County Medical Assistance). Look carefully and if you have any questions, ask the driver.

Eligibility

The following guidelines are used to determine eligibility.

  • You must be a Baltimore County resident with active and eligible Medical Assistance
  • Clients using Mobility may not use Medical Assistance Transportation except under extreme circumstances
  • You must have absolutely no other way to get to and from your medical appointment
  • You must have your physician complete and sign a Baltimore County Transportation Medical Certification Form for you and submit it to the Baltimore County Health Department
    • The form must be filled out completely and include all your medical information
    • Your doctor must certify that you are unable to use public or ADA transportation
    • If the form is incomplete or your doctor does not certify that you cannot use public or ADA transportation, you may not use MA Transportation service
  • Once approved by the Baltimore County Health Department, call TransDev directly to schedule your rides

Cost

The Maryland Medical Assistance Program covers the cost of these services. There is no cost to the rider.

Contact

TransDev
Phone: 410-783-2465

To check on same-day rides and cancel scheduled transportation, call TransDev at 410-783-2465 Monday through Friday from 7 to 9 a.m.

To make reservations and request information about all other transportation matters, call TransDev at 410-783-2465 Monday through Friday from 9 a.m. to 5 p.m.

Requesting Rides

To request a ride, call TransDev at 410-783-2465 one to seven days in advance. We cannot offer same-day rides except under extreme circumstances. Subscriptions, which are repetitive trips (such as dialysis) that take place the same day and time multiple times per week for an entire month, must be renewed the third week of each month. They will not automatically be renewed by intake and scheduling staff.

Cancellations

To cancel a ride, call TransDev at 410-783-2465 at least 30 minutes before your scheduled ready time. Late cancellations are considered No-Shows. Excessive No-Shows may result in suspension from the program.

Escorts

In order to have someone accompany you to your appointment (an escort), it must be approved in advance by the Health Department and certified by your physician on your Baltimore County Transportation Medical Certification Form. Drivers are directed to refuse all unauthorized passengers in the vehicle. 

  • Residents of a Skilled Nursing Facility (nursing home) must be accompanied during transport to ensure the safety and well-being of the recipient. There are no exceptions.
  • For children, an adult must accompany all children 17 years of age and under. There are no exceptions.
  • Absolutely no other riders are permitted in the vehicle for any reason.
    • Adults going to a medical appointment may not bring children along unless the child also has an appointment at the same location on the same date.
    • Lack of available childcare resources will not be taken into consideration as this is in violation of state regulations.

Transportation Hours

Regular transportation service operates Monday through Saturday and begins as early at 5 a.m. and ends as late as 7:30 p.m. The latest doctor appointment that can be accepted is 6 p.m. with a return pick-up time of 7 p.m. All riders are returned home by 7:30 p.m., barring problems with traffic etc.

Ready Time

You must be ready and waiting for your vehicle 90 minutes before your appointment time. You will be given your ready time when you schedule your ride. Vehicles have up to one hour after your ready time to pick you up and an additional 30 minutes to drive you to your designated drop-off location.

Drivers will come to your door to get you. You will then have five minutes to enter the vehicle. If you do not enter the vehicle within five minutes, the driver must leave and you will be considered a No-Show. A No-Show slip will be left at your address if no one answers.

Return Time

After your appointment, you must be ready and waiting at your designated pick-up location at the return time arranged with TransDev. 

  • Drivers will enter the lobby of the building that you are to be picked up from and will call your first name and last initial. If you do not come forward, the driver must leave and you will be considered a No-Show. Drivers do not come to the doctor’s office to get you; you must go to the lobby or be waiting outside the designated pick-up address for your ride.
  • Vehicles have up to 45 minutes after your prescheduled return time to pick you up from your destination. If the vehicle does not arrive 45 minutes after your scheduled return time, you may call TransDev at 410-783-2465 to check on the status of your ride.

Multiple No-Shows

Recipients who have received multiple No-Shows will:

  1. Receive a initial warning and be advised that additional No-Shows may result in the recipient having to call the County the day before any future appointment to schedule transportation.
  2. Be placed on Advance Confirmation Notice status, requiring them to call the day before the appointment to schedule their ride. This includes recipients who have standing orders for repeat appointments.

Reinstatements

If you have received a No-Show, you will be advised by TransDev to call the Baltimore County Health Department to be reinstated for your ride. You must speak to a staff member of the Health Department to explain the reason for your No-Show and to obtain permission to seek another ride. Again, clients who have excessive No-Shows face possible suspension from the program.

Baltimore County Health Department staff monitors No-Shows.

Inclement Weather

To ensure the safety and well-being of all our clients, it may be necessary to cancel rides for routine medical appointments while prioritizing the most serious medical transports during periods of inclement weather. Please call the County or TransDev for questions or concerns about your transport during inclement weather.

Other General Rules and Regulations

Additional rules and regulations to be observed:

  • Children must be in car seats provided by their parent or guardian
  • As this is a shared-ride program, proper decorum and respect for fellow passengers is expected from clients at all times. 
  • Clients are reminded that there is no eating, drinking or smoking in the vehicle.
  • Clients may not dictate the route drivers take to transport them to or from an appointment. Since this is a shared-ride program, specialized transportation software generates the most efficient and cost-effective route for multiple passengers that may not be apparent to each passenger.
 
Revised March 13, 2018         

 

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