MassHealth transportation is a non-emergency medical transportation benefit that can pay for rides to covered medical services for eligible members who have no other way to get there. In most cases the process starts with your medical provider rather than with you: the provider submits a transportation request to MassHealth, MassHealth reviews it, and once approved the ride is arranged through the assigned transportation broker or regional transit authority.
That “provider first” step is what trips people up. Many members call looking for a ride and are told to go back to their doctor’s office. This article explains the general process, who is typically eligible, what to ask, and what to do while you wait for approval.
Important: MassHealth rules, coverage types, forms and broker arrangements change. Treat everything below as a general orientation and confirm your own situation with MassHealth directly and with your medical provider.
Key takeaways
- MassHealth is Massachusetts’ Medicaid program, and Medicaid programs generally cover non-emergency medical transportation for eligible members.
- The request is normally initiated by your medical provider, not by the member.
- Eligibility depends on your MassHealth coverage type, the service you are travelling to, and whether you have another way to get there.
- Approved rides are arranged through a broker or regional transit authority, not booked directly by you with any company you like.
- Rides are commonly shared and scheduled in windows, so allow extra time.
- Start the process well before the appointment. Approval is not instant.
- If you are not eligible or the trip is not covered, private-pay NEMT is still available and far cheaper than an ambulance.
What is MassHealth transportation?
MassHealth transportation, usually referred to as non-emergency medical transportation or NEMT, is help getting to and from medical appointments for members who cannot get there themselves. It exists because a covered medical service is worth nothing to someone who physically cannot reach the building.
Federal Medicaid rules require states to ensure beneficiaries can get to and from covered services when they have no other means, and each state implements that differently. Massachusetts runs its version through MassHealth. The official information lives at MassHealth on Mass.gov, and the federal framework is administered by the Centers for Medicare & Medicaid Services.
Who is eligible for MassHealth transportation?
Eligibility generally depends on three things together, and all three usually need to line up.
- Your MassHealth coverage type. MassHealth has several coverage types, such as Standard, CommonHealth, CarePlus, Family Assistance and Limited, and benefits differ between them. Some include transportation and some do not.
- The service you are travelling to. The destination usually has to be a MassHealth-covered service with a participating provider.
- Whether you have another reasonable way to get there. The benefit is intended for members without access to a car, a driver, or usable public transportation for that trip.
If you are enrolled in a MassHealth managed care plan, an Accountable Care Organization, a One Care plan, or a Senior Care Options plan, your transportation may be arranged through your plan rather than through MassHealth’s standard process. Check your plan’s member handbook or call the member services number on your card.
How does the process usually work?
The general shape of it, in order:
- Tell your medical provider you have no way to get to appointments. Say it plainly, at the front desk or to the clinician. This is the step people skip.
- The provider submits a transportation request to MassHealth. Massachusetts has long used a Prescription for Transportation form, commonly called the PT-1, completed and submitted by the medical provider. Confirm the current form and submission method with the provider’s office, as processes are updated periodically.
- MassHealth reviews the request and determines whether transportation is approved, and what type, for example a sedan, a wheelchair van, or public transit assistance.
- Once approved, a broker or regional transit authority is assigned and will contact you or provide a number for scheduling.
- You book each trip with that broker, usually a set number of days in advance.
- You ride, typically in a shared vehicle with a pickup window rather than an exact time.
Timelines vary, so start early. If a first appointment is next week and the request has not been submitted yet, assume you will need another way to get to that one.
What should you ask MassHealth or your plan?
Take notes and record the date, the representative’s name, and any reference number.
- Does my MassHealth coverage type include non-emergency medical transportation?
- Is transportation handled by MassHealth or by my managed care plan?
- What form does my provider need to submit, and where do they send it?
- How long does approval usually take?
- Which destinations are covered? Dialysis, physical therapy, behavioral health, pharmacy?
- Which broker or transit authority will serve my address?
- How many days in advance must I book each trip?
- Can I get a wheelchair-accessible vehicle?
- Can an escort or caregiver ride with me?
- What do I do if the ride does not arrive?
The contact details for MassHealth Customer Service are printed on your MassHealth card and published on Mass.gov. Use the official source rather than a number found on a third-party site.
MassHealth transportation compared with other options
| MassHealth NEMT | ADA paratransit | Private NEMT | |
|---|---|---|---|
| Who qualifies | Eligible MassHealth members with an approved request | People whose disability prevents fixed-route transit use | Anyone who books |
| Cost to the rider | Generally covered when approved | Low fare | Paid privately or through insurance where applicable |
| How you book | Provider request, then broker scheduling | Eligibility application, then advance booking | Directly with the company |
| Lead time | Approval plus advance booking | Usually at least a day ahead | Usually shorter, subject to availability |
| Pickup timing | Window, shared ride | Window, shared ride | Scheduled to your appointment |
| Destinations | Covered medical services | Within the service area, any purpose | Medical, senior, or private trips |
| Best for | Ongoing medical trips for eligible members | Regular, flexible accessible travel | Fixed times, early mornings, non-medical trips |
What if you are not eligible, or the trip is not covered?
This happens more often than people expect, particularly for non-medical trips, for members whose coverage type does not include transportation, or when the appointment is too soon for approval to come through.
Private-pay non-emergency medical transportation is the fallback, and it is far less expensive than an ambulance for a stable passenger. Carry On Services Inc serves Massachusetts and Rhode Island and accepts Medicaid, Medicare, ABI/MFP Waiver, private insurance, workers’ compensation, cash, and debit and credit cards. Dialysis and physical therapy rides carry a 10% discount, and the booking form shows a cost estimate before you confirm.
A few other things worth doing:
- Ask your local Council on Aging. Many Massachusetts communities run low-cost or volunteer medical transport for older residents.
- Ask the hospital social worker or case manager. They know which programs are currently working and can often arrange a discharge ride.
- Check for waiver programs. Massachusetts operates waiver programs including ABI and MFP that may include transportation support for participants.
- If you also have Medicare, check whether a Medicare Advantage plan you are enrolled in includes a transportation benefit; see Medicare.gov for what Medicare itself does and does not cover.
Practical tips for using an approved MassHealth ride
- Book as far ahead as the broker allows, and book the whole recurring schedule at once for dialysis or therapy.
- Be ready at the start of the pickup window, not at the end of it. Drivers on shared routes cannot wait long.
- Confirm the exact address, building and entrance. Large campuses have several.
- Mention a wheelchair, walker, oxygen or a service animal when booking, every time.
- Ask about an escort if the member needs someone with them.
- Keep the broker’s number in your phone and call immediately if a ride is late.
- Have a backup plan for the return leg, especially for appointments that can overrun.
Frequently Asked Questions
Does MassHealth pay for rides to medical appointments?
MassHealth can cover non-emergency medical transportation for eligible members travelling to covered medical services when they have no other way to get there. Whether it applies to you depends on your MassHealth coverage type, the destination, and approval of a request submitted by your medical provider. Confirm your own eligibility through MassHealth on Mass.gov.
What is a PT-1 form?
PT-1 stands for Prescription for Transportation, the form Massachusetts has long used for a medical provider to request non-emergency medical transportation for a MassHealth member. It is completed and submitted by the provider rather than by the member. Ask your provider’s office to confirm the current form and submission process, since these are updated from time to time.
Can I request MassHealth transportation myself?
Generally the request must come from your medical provider, which is why the first step is telling the doctor’s office that you have no way to get to appointments. You can and should follow up with MassHealth or your plan afterwards to check the status, but the initiating paperwork is the provider’s.
How long does MassHealth transportation approval take?
Processing times vary, so start well before the appointment you need the ride for and do not assume approval will arrive within a few days. Ask the provider’s office when they submitted the request and ask MassHealth or your plan for a status update if the appointment is approaching.
Does MassHealth transportation cover a wheelchair-accessible vehicle?
Approved transportation is meant to match the member’s medical and mobility needs, which can include a wheelchair-accessible vehicle where that is what the member requires. Make sure the wheelchair need is stated clearly on the request and repeated when each trip is scheduled with the broker.
Can a family member or caregiver ride with me on a MassHealth trip?
Escort policies depend on the program and the member’s documented needs, so ask when the request is submitted and again when booking each trip. If someone must accompany the member for medical or safety reasons, that should be recorded rather than raised on the day.
What should I do if my MassHealth ride does not turn up?
Call the broker or transit authority that scheduled the trip immediately, and let the medical provider know you may be late or need to reschedule. Keep a note of the date, time and who you spoke to, since a record helps if the problem repeats and needs to be escalated.
Does MassHealth transportation cover trips to the pharmacy or the grocery store?
The benefit is directed at travel to covered medical services, so non-medical errands are generally outside it. For grocery shopping, social events and other everyday trips, look at local Council on Aging programs or a private senior transportation service.
Are MassHealth rides shared with other passengers?
Frequently yes. Brokered non-emergency medical transportation commonly groups passengers travelling in the same direction, which keeps costs down but means pickups come in a window and the journey can take longer than a direct trip. Allow extra time on both legs.
Can I use a private transportation company and have MassHealth reimburse me?
Generally no. Approved MassHealth transportation is arranged through the assigned broker or transit authority, and choosing your own provider and seeking reimbursement afterwards is not usually how the benefit works. If you need a company of your own choosing, that is normally a private-pay arrangement.
Need a ride while the paperwork catches up?
Approval processes take time and appointments do not wait. Call Carry On Services Inc at (855) 638-2568, or direct on (508) 642-3995, to arrange a ride in Massachusetts or Rhode Island. You can book online with a cost estimate before you confirm, email support@carryonservicesinc.com, or reach us through our contact page. We also provide senior transportation for the everyday trips MassHealth does not cover.