8801 Fast Park Dr Suite 
Non-emergency medical transportation, or NEMT, helps medically stable passengers travel to planned healthcare appointments. It can support doctor visits, dialysis, physical therapy, rehabilitation, hospital admissions, hospital discharges, and follow-up care.
The process may seem unfamiliar if you have never booked a medical ride. Use this guide to understand what happens from the first phone call to the return home.
If the passenger has a medical emergency, call 911. NEMT is for scheduled healthcare travel. It does not replace an ambulance.
Step 1: Start the Booking and Intake Process
Begin by contacting the NEMT provider by phone or through its online booking system. You can also contact your Medicaid health plan or local transportation coordinator if the ride may be covered through Medicaid.
During intake, provide complete and accurate information. The dispatcher may ask for:
- Passenger name and contact information
- Pickup address
- Destination address
- Appointment date and time
- Type of appointment
- One-way or round-trip service
- Mobility status
- Wheelchair, walker, cane, or other equipment
- Required assistance level
- Caregiver or family member ride-along needs
- Facility entrance or special pickup instructions
- Return trip details
State whether the passenger walks independently, uses a mobility device, or must remain in a wheelchair during travel. Report steps, narrow walkways, apartment access issues, or other conditions that may affect pickup.
This information helps the provider assign the correct vehicle and service level. It also helps prevent delays on the day of the ride.
For more information about NEMT services in the area, review What Is Non-Emergency Medical Transportation? A Complete Guide for Raleigh and Northeast NC Families.
Step 2: Confirm Eligibility, Payment, and Scheduling
The provider will review the trip details and confirm availability. If you use Medicaid, the health plan or transportation coordinator may verify that:
- The passenger has an eligible Medicaid plan.
- The appointment is a covered medical or behavioral health service.
- The requested trip meets program requirements.
- The passenger needs transportation assistance under the plan rules.
North Carolina Medicaid states that eligible members may receive free rides to and from covered medical and mental health appointments. Members should request rides at least two days before the appointment. NC Medicaid Direct beneficiaries should request rides at least four days before the appointment. Rules may vary by plan.
Review the North Carolina Medicaid NEMT resource page for current program information and contact numbers.
For private-pay transportation, ask for the full price before confirming. Clarify whether the quote covers:
- One-way or round-trip service
- Wheelchair transportation
- Door-to-door assistance
- Wait time
- Additional passengers
- Changes to the return schedule
The provider will then assign a pickup time or pickup window. The pickup time may be earlier than the appointment time. This allows for traffic, facility access, passenger assistance, and check-in.
Step 3: Receive the Ride Confirmation
After scheduling, confirm the trip details. Keep the information in an easy-to-find location.
The confirmation should identify:
- Pickup date
- Pickup time or window
- Pickup address
- Destination
- Return plan
- Passenger mobility needs
- Provider contact number
- Cancellation or change instructions
Some providers send a call, text, or other status update before pickup. Ask how the provider communicates ride status. Confirm whether the family member, caregiver, or healthcare facility can receive updates.
Tracking and communication procedures vary by provider. Ask whether dispatch can provide a driver update, estimated arrival time, or notification when the passenger reaches the destination.
Call the provider as soon as possible if the appointment time, pickup address, or mobility needs change.
Step 4: Driver Assignment and Vehicle Preparation
The dispatcher assigns a driver and vehicle based on the information collected during intake.
A standard sedan may fit an ambulatory passenger who can enter and exit the vehicle safely. A wheelchair-accessible van may be required if the passenger remains in a wheelchair during transport.
Before pickup, the vehicle should be prepared for the scheduled passenger. Preparation may include:
- Checking the ramp or lift
- Confirming wheelchair space
- Preparing securement equipment
- Checking the passenger seating area
- Reviewing the pickup and destination information
- Confirming the required assistance level
Ivel 7 Medical Transport provides professionally maintained vehicles for different mobility needs, including wheelchair-accessible transportation. Review the company’s NEMT services to see available trip types.
This is one key difference between NEMT and a standard taxi or rideshare. A regular vehicle may not fit a wheelchair. A rideshare driver may not be trained or equipped to provide the required assistance. An NEMT provider plans the ride around the passenger’s healthcare and mobility requirements.
Step 5: Pickup at the Home or Facility
The driver arrives at the confirmed location. Keep the passenger ready during the pickup window.
The pickup process may include:
- Driver arrival and identification.
- Confirmation of the passenger’s name and destination.
- Mobility and equipment check.
- Assistance from the residence or facility entrance.
- Ramp or lift operation, if required.
- Wheelchair securement or safe vehicle seating.
- Confirmation that personal items are safely stored.
Ask for the correct assistance level when booking. Curb-to-curb service may require the passenger to reach the vehicle independently. Door-to-door service generally includes assistance between the vehicle and the building entrance. Door-through-door assistance may include escorting the passenger farther inside, such as to a lobby or check-in area, if the provider offers that level of service.
Do not assume that every provider offers the same assistance. Confirm the details before the appointment.
Step 6: Travel to the Appointment
During the ride, the driver follows the planned route and operates the vehicle safely. The passenger remains seated and secured according to the vehicle and mobility requirements.
The driver may help with basic transitions, such as entering the vehicle, using a ramp, or managing a mobility device. The driver does not replace a nurse, therapist, or emergency medical crew.
Tell the provider before booking if the passenger requires clinical monitoring, urgent treatment, or continuous medical support during travel. These needs may require an ambulance or another level of transport.
NEMT is designed for medically stable passengers traveling to planned services. Common destinations include:
- Doctor’s offices
- Dialysis centers
- Hospitals
- Rehabilitation facilities
- Physical therapy clinics
- Imaging centers
- Behavioral health appointments
- Outpatient treatment centers
Step 7: Arrival, Drop-Off, and Check-In
The driver brings the passenger to the agreed destination entrance. The exact handoff depends on the service level, facility rules, and passenger needs.
At arrival, the driver may:
- Position the vehicle near the accessible entrance
- Operate the ramp or lift
- Assist with exiting the vehicle
- Escort the passenger to the building entrance
- Help the passenger reach a designated check-in area when included in the service
- Confirm that the passenger has reached the correct location
Tell the provider if the facility has a specific entrance, loading area, security desk, or discharge department. Hospitals and large medical centers may have several pickup points.
Step 8: Manage the Return Trip
Set the return plan during booking. The provider may schedule a specific pickup time or use a call-when-ready process.
A scheduled return works well when the appointment length is predictable. A call-when-ready return may work better for dialysis, hospital discharge, or appointments that often run longer than expected.
Ask these questions before the trip:
- Should the passenger call dispatch when ready?
- Should the clinic call the provider?
- How much waiting time is included?
- What happens if the appointment ends early?
- What happens if the appointment runs late?
- Which phone number should the passenger use?
If the appointment runs late, call the provider as soon as possible. Do not wait until the original pickup time has passed. Dispatch may adjust the pickup, assign another vehicle, or provide updated instructions based on availability.
If the driver is delayed, contact dispatch for an estimated arrival time. Notify the healthcare facility if the passenger may arrive late.
Step 9: Complete the Ride Home and Post-Ride Follow-Up
The return ride follows the same basic process. The driver confirms the passenger, provides the planned assistance, secures the passenger or wheelchair, and transports the passenger to the return address.
At home, confirm where the passenger should be dropped off. Door-to-door service may include assistance to the primary entrance. Ask about door-through-door service if the passenger needs more support inside the residence.
After the ride, record any information that may help with future trips:
- Actual pickup time
- Facility entrance used
- Assistance level required
- Wheelchair or equipment details
- Changes needed for the return trip
- Communication preferences
- Recurring appointment schedule
Report concerns to the provider promptly. Clear post-ride feedback helps improve future scheduling.
Why NEMT Is Different From a Taxi or Rideshare
NEMT is organized around healthcare access and passenger mobility. The process can include:
- Drivers trained for passenger assistance
- Vehicles designed for ambulatory and wheelchair transportation
- Ramps, lifts, and wheelchair securement systems
- Door-to-door assistance
- Planned appointment scheduling
- Return-trip coordination
- Dispatch communication
- Family or caregiver updates, depending on provider procedures
- Support for recurring medical appointments
A taxi or rideshare may provide a trip from one address to another. It may not provide the vehicle, training, assistance, or scheduling process required for a medical appointment.
For families searching for non-emergency medical transportation near me or medical transportation Raleigh NC, compare the provider’s vehicle options, assistance policies, communication process, and booking requirements before selecting a service.
Frequently Asked Questions
How far in advance should I book NEMT?
Book as early as possible. For private transportation, 24 to 48 hours may provide more scheduling options. Medicaid ride requirements may differ by plan. North Carolina Medicaid recommends requesting most rides at least two days in advance.
Can a family member ride along?
Many providers allow a caregiver or family member to ride along if requested during booking. Space, safety, age, and payment rules may apply. Ask before confirming the ride. Medicaid plans may have separate rules for covered escorts.
What if the appointment runs late?
Call dispatch immediately. The provider may adjust the return time or give instructions for requesting another pickup. Do not assume the driver can wait indefinitely.
Can I schedule recurring rides?
Yes. Ask about recurring or standing rides for dialysis, physical therapy, rehabilitation, or other regular appointments. Provide the full schedule and report changes as soon as possible.
What should I do for a first NEMT ride?
Prepare the passenger, mobility equipment, appointment information, pickup instructions, and return plan. Review What to Expect on Your First NEMT Ride for a step-by-step checklist.
Schedule a Planned Medical Ride
Start by collecting the appointment, address, mobility, and assistance details. Then contact Ivel 7 Medical Transport to request a ride for a doctor’s appointment, dialysis session, rehabilitation visit, hospital admission, hospital discharge, or other planned healthcare need.
Book early. Describe the passenger’s needs clearly. Confirm the pickup and return plan. Use these steps to make NEMT easier to arrange for a loved one in Raleigh and Northeast North Carolina.