TLC Medical Transport Policies
PASSENGER RIGHTS AND RESPONSIBILITIES
The passenger has the right to:
The passenger has the responsibility to:
Refund Policy: We offer a 75% refund if a ride is canceled with more than a 48-hour notice, 50% if cancelled within 24 hours, and no refund if the ride is cancelled the day of the trip.
Door-to-door service: This means the driver will meet the passenger at the door of his or her pick-up location then assist the passenger to their destination. This policy applies to all non-stretcher rides.
Bed to bed Stretcher service is available for customers that are in need of Stretcher Transport: Passengers can be picked up from a room at their place of residence or medical facility and conveyed seamlessly to their destination.
Personal Care Attendant Policy
Definition: A Personal Care Attendant (PCA) is a family member or someone designated specifically to help an individual with a disability meet his or her personal needs in daily living activities.
Registering the PCA:
PASSENGER RIGHTS AND RESPONSIBILITIES
The passenger has the right to:
- Safe, comfortable, and courteous service.
- On-time service as scheduled by the dispatcher.
- Information presented in an appropriate format.
- Appeal any actions that result in a denial of service.
The passenger has the responsibility to:
- Be ready for the driver by the scheduled pick-up time.
- Inform the dispatcher of any special assistance needs.
- Inform TLC Medical Transport of any service problems (or exemplary service).
Refund Policy: We offer a 75% refund if a ride is canceled with more than a 48-hour notice, 50% if cancelled within 24 hours, and no refund if the ride is cancelled the day of the trip.
Door-to-door service: This means the driver will meet the passenger at the door of his or her pick-up location then assist the passenger to their destination. This policy applies to all non-stretcher rides.
- For the safety and protection of both the driver and the passenger, the driver will NOT go into a private residence for any reason.
- At health care facilities or other public buildings, the driver may enter the common area only.
- Passengers will be brought to the common area or received at the common area by facility staff.
- The driver will NOT go beyond the common area to retrieve the passenger.
- Passengers are provided assistance when entering and exiting the vehicle as needed.
- The driver will secure any mobility device utilized by the passenger.
- The driver will assist securing the passenger with the available passenger restraint system.
Bed to bed Stretcher service is available for customers that are in need of Stretcher Transport: Passengers can be picked up from a room at their place of residence or medical facility and conveyed seamlessly to their destination.
Personal Care Attendant Policy
Definition: A Personal Care Attendant (PCA) is a family member or someone designated specifically to help an individual with a disability meet his or her personal needs in daily living activities.
Registering the PCA:
- Individuals who need extensive assistance in traveling (beyond that which our driver can provide), including lifting, carrying, support during the ride, and behavior control, must arrange for a Personal Care Attendant (PCA) to accompany and assist them.
- A PCA is allowed to ride with the passenger free of charge providing the passenger has registered his/her PCA prior to bringing them on-board the vehicle.
- To register their PCA, a passenger must contact our offices at least 24 hours in advance of the first ride where this assistance is required.
- Name of the PCA is preferred but not required as the individual providing the assistance may change depending upon availability or level of care needed on a given day.
- It is not necessary for the passenger or the PCA to contact our office because the person providing the services of the PCA has changed.