Minnesota Recipient Responsibilities and Conduct

Minnesota city

Scheduling Transportation

You may request NEMT services only if:
  • You have no other means of transportation to get to your appointment
  • You are traveling for a healthcare reason like a doctor appointment or dialysis treatment
You must schedule a ride at least three business days in advance. For example, call by Monday for an appointment on Thursday. When you call, you must, under penalty of law, provide accurate and complete information. Please have the following information ready:
  • Your name, home address, and phone number
  • Your Medical Assistance ID Number (PMI#), an eight-digit number that begins with 0
  • The name, phone number, address, and ZIP code of the healthcare provider you are seeing
  • The date and start time of your appointment
  • The end time of your appointment, if you know it
  • Any special ride needs, including if you need someone to ride with you
  • General reason for the appointment (check-up, eye doctor’s appointment, etc.)

Utilizing Transportation Services

When utilizing NEMT to travel to an appointment, you must:

  • Be dressed, clean, and ready for your ride at least 15 minutes prior to the scheduled pick-up time
  • Never bring alcohol, drugs, or any weapon on the vehicle
  • Use the seatbelt; please note that you will not be transported until you are secured by the seatbelt
  • Supply car seats for children
  • Bring your own wheelchair if necessary
  • Never smoke, eat, or consume beverages while on board the vehicle
  • Never physically or verbally abuse other recipients or the driver
  • Be thoughtful of other passengers you share a ride with

Cancelling NEMT Services

If you no longer need scheduled NEMT services, please call MTM at 866-467-1724 to cancel your trip at least 24 hours in advance if possible. Please call as soon as you know that you no longer need a scheduled ride, including if you were scheduled to ride the bus.

Reporting Service Issues

Drivers are required to follow certain rules. The driver or attendant may help you into the vehicle, into a seat, secure your seatbelt, or provide first aid or other assistance. Any other touching is inappropriate and should be reported immediately to MTM. Please call MTM at 866-436-0457 or fill out our online complaint form if:
  • Your driver is driving dangerously
  • Your driver is under the influence of alcohol, narcotics, illegal drugs, or other drugs
  • The heat or air conditioning in the vehicle is not working properly
  • There is no seat or seatbelt for you in the vehicle
  • The driver did not pick you up
  • The driver was more than 15 minutes late
  • The driver did not help you get in or out of the vehicle and you needed assistance
  • Your driver and/or provided attendant is not wearing or does not have an easy-to-read official company ID badge
  • The vehicle is not marked with the company name
  • Your driver is texting while driving or using a cell phone that is not in hands-free mode
  • The driver does not open the vehicle door for you
  • The driver does not help you get from the door of where you are picked up to the vehicle and to the main door of where you are going
  • The driver and/or attendant did not help you move and store your wheelchair or other medical equipment
If your ride was scheduled as assisted transport:
  • The driver did not help you get in or out of the vehicle and you needed assistance
  • The driver does not help you get from the door of where you are picked up to the vehicle and to the main door of where you are going
  • The driver and/or attendant did not help you move and store your wheelchair or other medical equipment

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