Patients, drivers frustrated by medical transport company after missed pickups and no pay

February 4, 2019 11:57 pm

By Jordan Mazza

PROVIDENCE, RI (WLNE) — Marion Cole of Cranston lives with serious illness and relies on non–emergency medical transportation to get to her doctor’s appointments.

She says things changed when medical transport management, or MTM, took over last month as the state’s new transportation benefit vendor.

“What happened to me was definitely mental abuse,” said Cole. “I had an appointment, the driver didn’t come, I took a taxi, and I got there an hour late. And it was very, very important; it was with a specialist. So when I got there, I told MTM, you people are driving me over the edge.”

the people who drive her to appointments subcontract with MTM and say they’re frustrated with the company too — so frustrated they held a meeting Monday night to address issues face–to–face with the company’s CEO.

Drivers say MTM is messing up their passenger manifests, causing them to miss appointments.

and many say they’re not getting paid – but continue to drive patients.

drivers say they’ve brought up these issues…but they aren’t getting fixed.

ABC6 asked the CEO of MTM, which operates in 28 states, why the company didn’t seem to anticipate some of these challenges before taking over on January 1st.

“Every transition is different and presents different challenges,” said Macia. “And so we identified here in Rhode Island that the transportation providers need more support from MTM through the transition. So we’ve been adding staff, we have corporate resources, and we’re actually beefing up the number of dedicated staff that will be here permanently.”

But some are skeptical of the company’s promises.

“Honestly two weeks ago, when we first met with them, I was hopeful,” said Abdul–Giyath Mayale–Eke, a board member for the Rhode Island Non–Emergency Medical Transporters Association. “But after this meeting, I’m still not convinced until we start seeing the results.”

A hearing on the matter is scheduled for Thursday at the state house.