Frequently Asked Questions

Many common questions can be answered by reviewing the frequently asked questions below.  Clicking the link for the question will display its answer.


Collapse All Expand All
Transportation is for eligible Husky A, C and D Medicaid members who need to see a doctor for a Non-Emergency Medical appointment. The Member's medical condition should not be an emergency.

FOR EMERGENCIES DIAL 911.
Reservation requests must be requested for a ride 2 business days before the scheduled appointment.

Transportation Request Date

Medical Appointment Date

Monday

Wednesday

Tuesday

Thursday

Wednesday

Friday

  • LogistiCare takes requests for routine transportation by phone
  • Requests may be submitted On-Line 24 hours a day.
  • If your Facility would like access to book reservations On Line, the applicable form can be downloaded from this site.
  • Facility Request by phone (888-866-3287) Monday through Friday from 7:00 a.m. to 6:00 p.m.
  • Facility Request by Fax (866-529-2138) Monday through Friday from 7:00 a.m. to 6:00 p.m.
  • Please submit requests for routine transportation 48 hours (2 business days) in advance of the trip.
  • Requests for urgent transportation are taken 24x7 by phone.
  • Requests for emergency medical service do not go through LogistiCare and should be directed to 911.
  • If the member lives within ¾ blocks of the medical provider and can walk there, the member should not request transportation services from LogistiCare.
LogistiCare maintains a Facility Department dedicated to handling the needs of nursing homes, hospitals, dialysis, mental health and substance abuse clinics. LogistiCare has dedicated staff and phone numbers available to schedule transportation needs from facilities. The phone number is 1-888-866-3287 . Forms and instructions to arrange
The Member’s Medicaid ID number, Pick-up address and phone number Appointment date and time, Doctor's name, Doctor's address and phone number.
When you book the reservation on behalf of the member by phone LogistiCare will tell you what time the member should be ready to be transported. If you book the reservation on behalf of the member On Line, you will indicate what time the member should be picked up. If the pick-up time changes or you have to cancel the trip request on behalf of the member, please contact us immediately at 1-800-592-4291 .
LogistiCare will ask if the member can walk or if you require a higher mode of transportation such as Livery Car or wheelchair and will then provide the best type of transportation for the member needs.

Guidelines for ordering each mode of transport:

Gas/Personnel Reimbursement: The member is eligible for reimbursement for the cost of their transportation to and from covered medical services by friends or other individuals when transport is prior approved and the client has no other means of transportation or personal resources to use his or her own vehicle.

Bus: The member lives within ¾ blocks of a bus stop, the medical facility is within ¾ blocks of the bus, the member can walk ¾ blocks and understands common signs and directions.

Livery: The member can walk to the curb and board and exit the vehicle unassisted, but cannot utilize the bus.

Wheelchair: The member is a wheelchair user, requires lift-equipped or roll-up wheelchair vehicle and driver assistance. The member must have their own wheelchair or notify Logisticare of the need for one

BLS Ambulance: The member is confined to bed, cannot sit in a wheelchair, and requires medical attention/monitoring during transport for reasons such as isolation precautions, oxygen not self-administered by patient, sedated patient.

ALS Ambulance: The member is confined to bed, cannot sit in a wheelchair, and requires medical attention/monitoring during transport for reasons such as IV requiring monitoring, cardiac monitoring, and tracheotomy.

The Member, a relative, caregiver, nurse, or doctor may request a ride
AS the facility booking the trip request on behalf of the member you can schedule repeat rides for the member.

  • Facility Request (888-866-3287) or fax (866-529-2138) Monday through Friday from 7:00 a.m. to 6:00 p.m.
  • Requests may be submitted on-line 24 hours a day
If the ride is 15 minutes past pick up time, please call our "Where's My Ride" line - 1-800-592-4291
Urgent/same day rides can be scheduled through LogistiCare. Such rides should be for urgent conditions where a physician is requiring the Member be seen the same day or next day. All urgent/same day rides will be verified with the physician's office for medical necessity. In some cases same day trip requests may need to have the appointment rescheduled.
Examples of such trips are doctor appointments deemed urgent by the Physician. Examples would include Dialysis; wound care, Chemotherapy and radiation treatments.
Urgent care transport is not transportation initiated by dialing 911. It is also not transport that requires an immediate response to take a member to the emergency room for evaluation of a new or suddenly worsening condition that threatens life or limb (e.g., any sudden life threatening medical situation, significant trauma, comas, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose or any situation where immediate medical relief or treatment is necessary). Urgent care transport does not include routine doctor’s appointments when a patient could have provided adequate notice and failed to schedule their ride.
If an emergency ambulance trip is needed, 911 should be called immediately. Emergency ambulance trips are not arranged through LogistiCare.
Sudden life threatening medical situations, significant trauma, comas, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose, and any situation where immediate medical relief or treatment is necessary.
Hospital discharges are scheduled by hospital staff only and can be arranged 24/7 by contacting the facility line at 1-866-529-1946 . Dedicated call takers are assigned to handle discharges. Once the discharge is arranged, the transportation provider has three hours (3) hours to pick up the Member.
Transportation is covered anywhere within the Connecticut state lines. For transportation requests that would require the member to travel more than 15 miles a Closest Provider Certification Form will be required by the medical physician office. A copy of the Closest Provider Certification Form is located on this web site and can be downloaded for your convenience.
A standing order allows a Facility to send in a one-time request for a Member to attend their program 3 or more days per week for at least 3 months. The Standing Order Form serves as a time saver by not requiring a Facility to call in multiple trips three days in advance for Members who receive repeat service. Standing Orders can also be booked On Line. Examples are: Dialysis, Mental Health, and Adult Day Care. A Standing Order for a Member is valid for three months and will be recertified by LogistiCare staff to make sure the trip continues to be necessary. The Facility will be asked to provide information at that time, but the Facility will not have to submit a new standing order.
Yes.
Standing Orders must be completed by the Member’s treating Facility. Example: Dialysis Clinics, Mental Health or Adult Day Care. Members or their representative may schedule the first three trips for a Member in need of Dialysis. The Facility Department will then contact the treating Facility to secure a Standing Order for the Member’s for future trips.
A copy of the Standing order Request Form is located on this web site and can be downloaded for your convenience.
The Standing Order Request Form should be faxed to LogistiCare at:
1-866-529-2138
Physician Transportation Restriction Forms are needed for any Member who requires a level of service higher than public transportation. An Attending Physician, Physician Assistant, Nurse Practitioner, Clinical Nurse Specialist or RN can complete the PTR Form. The PTR Form can be faxed to the LogistiCare Facility Department using the fax numbers below 1-866-529-2138 . The PTR Form is located on this web site and can be downloaded for your convenience.
If a PTR Form is signed by a Physician the form can be active up to 30, 60, 90 or 180 days. Permanent condition requests for stretcher transports are considered on a case by case basis. The PTR Form is located on this web site and can be downloaded for your convenience.
A copy of the Physician Transportation Restriction Form is located on this web site and can be downloaded for your convenience.
A complaint is defined as an expression of dissatisfaction about any matter. Possible subjects for complaints include, but are not limited to, provider arriving late, provider does not show for pick-up, rider does not show for pick-up, rudeness of a provider staff member or a LogistiCare employee, or failure to respect the Member's rights.
Complaints or issues may be reported (either verbally or written) by Facilities, Members, Transportation Providers or any individuals or groups in contact with LogistiCare.
Complaints will be accepted on any Reservation or Where’s My Ride phone line. 1-800-592-4291
  • Door-to-door: means transportation service whereby the driver parks the vehicle and meets the Member at the threshold of the primary entrance of the pick-up address; assists the Member to and into the vehicle, and delivers the Member to the threshold of the primary entrance of the drop-off address.
  • Curb-to-curb: means transportation service whereby the Member meets and boards the vehicle at the curb of the pick-up address and disembarks at the curb of the drop-off address.

Any facilities having specific questions or concerns, please contact LogistiCare's Facility Outreach Coordinator, Jennifer Matos at Jenniferm@logisticare.com

Please check this web site, facilityinfo.logisticare.com/ctfacility frequently for updates.