To choose an NEMT provider, start with three questions: does the company have the right vehicle and crew for the rider’s level of mobility, can it prove its standards through accreditation and insurance, and will a real person answer the phone when plans change? A provider that passes those three tests usually passes the rest. The 15-point checklist below walks through everything else worth asking, whether you are booking for a parent, for yourself, or for patients leaving your unit.
Non-emergency medical transportation (NEMT) covers scheduled rides to and from medical care for people who can’t safely drive or ride in an ordinary car: wheelchair users, people who need to lie flat, riders recovering from surgery, and older adults who need a steady arm from the front door to the waiting room. Companies in this field vary a lot. Some are one-van operations; some are large fleets with dispatch centers and written safety programs. The differences rarely show up in a website headline, so it pays to ask directly.
Before you compare providers: know the level of service you need
Every good comparison starts with the rider, not the company. NEMT is usually sold in four levels of service, and the right one depends on how the person moves today, not how they moved last year.
- Ambulatory: the rider can walk, perhaps with a cane or walker, but needs help and supervision. At H&M Transport this is door-through-door service, with the driver assisting from inside the home to inside the destination.
- Wheelchair: the rider stays seated in their own chair for the whole trip. The chair rolls up a ramp or onto a hydraulic lift and is locked down with four-point securement. Wheelchair transport is the most common level of service we provide.
- Stretcher: the rider needs to lie flat or can’t sit upright for the length of the ride. This is bed-to-bed service and should always involve at least two crew members.
- Bariatric: riders over 300 pounds need vehicles with wider ramps and roomier interiors, plus crews who plan the transfer ahead of time.
If you aren’t sure which level fits, ask the discharge planner, nurse or therapist who knows the rider’s current condition. Booking the wrong level is one of the surest ways for a ride to fall apart at the curb.
How to choose an NEMT provider: the 15-point checklist
Use these questions on the phone with any company you are considering. A trustworthy provider will answer them plainly and won’t be offended that you asked.
1. Is the company accredited by NEMTAC?
The Non-Emergency Medical Transportation Accreditation Commission (NEMTAC) is the national accrediting body for this industry. Its review looks at seven areas of operation, including driver credentialing, vehicle maintenance, fleet operations, human resources and compliance. Accreditation is voluntary, so a provider that has earned it has chosen to be measured against national standards rather than only the local minimums. H&M Transport was the first NEMT provider in Virginia to earn NEMTAC accreditation.
2. Does it hold the right operating authority for your trip?
In the Washington region, trips that cross between Virginia, DC and Maryland fall under the Washington Metropolitan Area Transit Commission (WMATC). A company carrying passengers for hire across those lines within the Metropolitan District needs WMATC authority. Ask for the number. H&M Transport holds Virginia DMV Certificate #524 and WMATC authority 3449, which covers trips between Northern Virginia, DC and Montgomery and Prince George’s counties.
3. Is it properly insured?
Ask what commercial auto and liability coverage the company carries, and whether it can provide a certificate of insurance. Hospitals and nursing facilities typically require this before they add a transportation company to their list. A family can reasonably ask for the same assurance.
4. Does the fleet match the rider’s needs?
A company that only owns sedans can’t take a power wheelchair user. A company with one lift van can’t cover you when that van is in the shop. Ask how many wheelchair-accessible vehicles the company runs and which types. Our fleet includes more than 80 wheelchair vans: minivans with ramps and full-size vans with hydraulic lifts.
5. How is a wheelchair secured?
The answer you want is “four-point securement,” meaning the chair is strapped to the vehicle floor at four points, and the rider wears a separate lap and shoulder belt. Anything less, such as locking the chair’s brakes and hoping for the best, is not acceptable. Also ask whether the company can bring a wheelchair if the rider doesn’t own one; we can, at no extra cost.
6. How many crew members come on a stretcher trip?
Stretcher transport should always involve at least two trained crew members. Moving a person who can’t bear weight from a bed to a cot, down a hallway and into a vehicle is a two-person job, every time. Power-assisted cots reduce the lifting strain on the crew and make the ride smoother for the patient. If a provider says one driver can handle a stretcher run alone, keep looking. Our stretcher transport is always staffed with at least two crew.
7. Can it handle bariatric riders safely?
For riders over 300 pounds, ask what vehicles and equipment the company uses and when it adds a second crew member. A good answer involves specialized vehicles with wider ramps and roomier interiors, and a plan based on the specific transfer and the route out of the home, including stairs, narrow halls and doorways. H&M Transport publishes no upper weight limit for bariatric transport; we plan each trip around the rider.
8. How are drivers screened and trained?
Ask about background checks, driving record reviews, drug testing and hands-on training in transfers and securement. Ask whether drivers are trained in CPR and first aid; every H&M Transport driver is CPR and first-aid certified. Drivers in this field are not paramedics, but they should know how to help a frail person safely and what to do if something goes wrong.
9. What does “door-to-door” actually mean?
Some companies stop at the curb. Others walk the rider to the front door. Others come inside the home and walk the rider inside the clinic to the check-in desk. That last version, door-through-door, is what most older riders and people with memory problems actually need. Ask which one you are paying for.
10. How far ahead do you have to book, and what about same-day rides?
Ask about minimum notice and how far ahead you should book to be sure of a vehicle. At H&M Transport, we need at least three hours’ notice for same-day requests and discharges, and booking 24 hours ahead guarantees availability. A provider who promises it can always come in 30 minutes is promising something no busy fleet can keep.
11. Who answers the phone at 5 a.m. or on a holiday?
Medical schedules don’t stop at 5 p.m. on Friday. Dialysis runs on holidays, hospitals discharge on weekends, and appointments run long. Find out whether dispatch is staffed around the clock and whether you reach a person or a voicemail box. Our dispatch in Gainesville, Virginia answers 24/7, holidays included.
12. How are return trips handled when appointments run long?
Nobody knows exactly when a procedure or dialysis session will end. Ask how the return pickup works. A common approach is “will-call”: you call when the rider is ready, and the vehicle is dispatched. If you or the clinic can call a little before you’re done, we’ll start a driver your way. The earlier the call, the shorter the wait. Our standard for will-call returns is 45 minutes. For riders who shouldn’t be left alone, you can also book a prescheduled wait so the driver stays on site.
13. Are prices clear before you book?
A reputable company can tell you the price before the trip: the base rate, the miles included, the per-mile charge and any add-ons such as stairs, after-hours pickups or oxygen. Be wary of anyone who can’t give a number until after the ride. H&M Transport publishes its private-pay prices on our rates page; for example, a 10-mile wheelchair round trip is $140 and a 10-mile wheelchair one-way ride is $120.
14. Does it work with the rider’s insurance or facility?
Coverage depends on the plan and the state. Original Medicare does not cover wheelchair or stretcher vans, though some Medicare Advantage plans include a transportation benefit. For Virginia Medicaid: call the transportation number on your Medicaid ID card; the brokers we work with are MTM Health and SafeRide Health. Request H&M Transport specifically when you book your ride. In Maryland, H&M Transport is not a Medicaid provider. In DC, the only Medicaid plan we serve is UnitedHealthcare Community Plan of the District of Columbia, through SafeRide Health. Hospitals, skilled nursing facilities, dialysis centers and hospices book with us on contracted rates.
15. What is the cancellation policy?
Plans change. Ask how much notice you need to give to cancel or reschedule without a fee. Our rule is simple: cancel or change more than two hours before pickup and there is no fee.
Red flags when choosing a medical transportation company
A few warning signs should end the conversation quickly:
- The company claims to provide medical care on board, or says it can take a patient to the emergency room. NEMT is not an ambulance. In an emergency, call 911.
- It can’t tell you who holds its operating authority or insurance.
- It plans to send one person for a stretcher patient.
- It won’t quote a price until after the trip.
- No one answers the phone outside business hours, even though it advertises round-the-clock service.
- It asks you to describe the rider as more mobile than they are so it can send a cheaper vehicle.
That last one matters. If a rider who can’t manage steps is booked as ambulatory, the crew may arrive without what they need, and the trip either gets delayed or gets done unsafely. A good provider asks detailed questions about stairs, weight, oxygen and mobility because the answers change who and what they send.
Questions to ask about safety and comfort on the ride
Beyond credentials, the day-to-day experience depends on small things. Ask whether a family member or caregiver can come along; at H&M Transport, a family member or caregiver can usually ride along, and you just tell us when you book. Ask whether the vehicle can carry an oxygen tank, how the company handles stairs for a wheelchair rider (we send a stair chair team when needed), and whether the driver will wait with a confused rider until the clinic staff takes over.
If the rider has dementia, hearing loss or anxiety about travel, tell the dispatcher. It helps us choose the right driver and plan the pickup. For more on what makes a trip safe, see our guide to how safe non-emergency medical transport is.
What discharge planners and facilities should look for
Hospital case managers and nursing home staff are choosing a partner, not booking a single ride. In addition to the checklist, they should ask:
- Can the provider meet discharge timing? We commit to a three-hour maximum lead time for facility discharges.
- Does it offer standing orders for recurring trips such as dialysis?
- Will it bill the facility directly on contracted rates?
- Does it cover the full region, including trips that cross state lines between Virginia, DC and Maryland?
Facilities can learn how we work with hospitals, skilled nursing facilities, dialysis centers and hospices on our facility partners page.
Finding a reliable NEMT provider near you
Searching “medical transportation near me” returns a mix of national booking platforms, ride-hail services and local fleets. For a rider who needs real help, a local company with its own vehicles and its own dispatch is usually the better choice. It knows the hospitals, the parking garages and the loading docks, and when something changes, you are talking to the people who control the vans.
H&M Transport has served Northern Virginia, Washington DC and the Maryland suburbs of Montgomery and Prince George’s counties for about sixteen years, since 2010. You can see the towns and counties we cover on our service area page.
Common questions
What is the most important thing to check when choosing an NEMT provider?
Match the vehicle and crew to the rider’s level of mobility first. After that, look for proof of standards, such as NEMTAC accreditation, proper operating authority and insurance.
Is NEMTAC accreditation required?
No. It is voluntary, which is why it means something. An accredited provider has had its driver credentialing, vehicle maintenance, operations and compliance reviewed against national standards.
How many people should come for a stretcher transport?
At least two trained crew members, every time. Stretcher patients can’t help with their own transfer, and moving them safely takes two people.
Does Medicare pay for wheelchair van rides?
Original Medicare does not cover wheelchair or stretcher vans. Some Medicare Advantage plans include a transportation benefit, so check with the plan.
Can a family member ride along?
Usually, yes. Tell us when you book so we can plan the seating.
How much notice does H&M Transport need?
At least three hours for same-day rides and discharges. Booking 24 hours ahead guarantees availability.
Book with a provider that checks every box
If you’re ready to schedule, you can book a ride online or call our dispatch team at (703) 304-7889, any time of day. Tell us how the rider moves, whether they walk with help, stay in a wheelchair or need a stretcher, and we’ll send the right vehicle and crew.
