Non-Emergency Medical Transportation (NEMT)
has changed, complaint process updated
The system for non-emergency medical transportation (NEMT) in Multnomah County went through some major changes recently. Until December 31, 2014, most NEMT services were provided through a brokerage run by TriMet and First Transit under contract with the State of Oregon. However, as part of Oregon’s health care transformation, the State has been transferring responsibility for non-urgent medical transportation programs around the state to local coordinated care organizations (CCOs). In Multnomah County, the local CCOs, Health Share of Oregon and Family Care, Inc., contracted with Access2Care for most NEMT service. The name of the service in the TriCounty Metro area is Ride to Care.
The transition has, by many reports, been rocky. Ride to Care has been working with Health Share of Oregon, Family Care, Inc., Multnomah County, the Oregon Health Authority, facilities and community partners to address concerns.
If you have feedback -- a complaint or a compliment -- about the service you are receiving through Ride to Care, it is important that your share your experience. You can provide input on-line or over the phone. It would be helpful to be prepared with three things you will need to provide:
The date of the incident
The name of the transportation provider, or the Ride to Care customer service agent involved in the incident
Your Oregon Health Plan Member ID number
To make a complaint on-line: go to www.RidetoCare.healthcare. Click on Members & Riders. Then, on the right, under “We Want to Hear From You!” there is a link for comments, questions and concerns. Or use this link:
To make a complaint by phone: Call either the local number, 503-416-3955, or the toll-free number, 1-855-321-4899, or 711 for Oregon Relay Service or TTY/TDD. If you call, you will be connected with a live person.
Ride to Care is required to share all complaints with Family Care or Health Share of Oregon. Complaints are logged and tracked. Ride to Care addresses each one on an individual basis. This record should also help to identify issues that should be addressed system-wide, to make sure all members are receiving quality service.
If you have a comment that you do not want to share with Ride to Care, you can also call your Coordinated Care Organization directly about your experience.
To contact Family Care: 503-222-2880 or toll-free 1-800-458-9518, or 711 for Oregon Relay Service or TTY/TDD. You may also e-mail Johanna Watson, the Program Integrity and Project Manager, at firstname.lastname@example.org.
To contact Health Share of Oregon: 503-416-8090 or toll-free 888-519-3845. You may also e-mail Florence Hurita, the customer service manager, at Florence@healthshareoregon.org.