Policies,Administrative,UW Health Administrative,Material Management

Responding to Requests for Patient Transportation and Parcel Delivery (5.26)

Responding to Requests for Patient Transportation and Parcel Delivery (5.26) - Policies, Administrative, UW Health Administrative, Material Management


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Administrative (Non-Clinical) Policy
This administrative policy applies to the operations and staff of the University of Wisconsin Hospitals and
Clinics Authority (UWHCA) as integrated effective July 1, 2015, including the legacy operations and
staff of University of Wisconsin Hospital and Clinics (UWHC) and University of Wisconsin Medical
Foundation (UWMF).
Policy Title: Responding to Requests for Patient Transportation and Parcel Delivery
Policy Number: 5.26
Effective Date: January 1, 2017
Chapter: Materials and Environmental Management
Version: Revision

To provide guidelines to ensure appropriate and cost-effective utilization of patient and/or parcel
transportation funded by UW Health


UW Health departments will select and utilize the most cost effective means for transportation of patients
and/or parcels established under the following criteria:

Patient Transport
Prior to making a request for patient transportation, staff members should thoroughly assess the need and
the type of transportation required. If a patient, or patient's family, has been determined to be indigent and
in need of assistance, one of the following transportation options should be selected (see procedures

A. Ambulatory Location Transportation Needs:
1. NON Medical Assistance patients with transportation barriers to medical appointments at
a UW Health Ambulatory location; contact Patient Resources 608-821-4819 if the patient
needs to be seen urgently.
a. Cab vouchers are for Dane County only.
b. Patient Resources will arrange cab transportation through the designated primary
vendor, Union Cab.
2. Refer Medical Assistance patients to MTM (866-907-1493) to arrange a ride. Patients
must provide two working days’ notice, unless the appointment is made same day/next
a. Note: MTM will set up rides for urgent appointments scheduled the same-day or
next; MTM may verify urgency. We have a Business Associate Agreement with
MTM and staff can confirm, yes the appointment is urgent.
3. After-Hours process will be followed for Ambulatory locations-
mtm/resources/name-13039-en.file and https://uconnect.wisc.edu/depts/uwmf/patient-

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B. Inpatient/ED Transportation Needs:
1. Bus Tickets (Madison Metro):
a. When transportation assistance is needed in the Madison area, Madison Metro
tickets should be used whenever possible. Exceptions may be made based upon
the patient/family member's physical or emotional condition. Departments may
contact Patient Relations (or the Nursing Coordinator on call, after hours) to
request bus tickets for needy patients.
b. Cab vouchers for patients not eligible for Medical Assistance (M.A.) should be
used sparingly at the time of the patient’s discharge when:
A. Patients are unable to use Madison Metro due to physical/emotional
limitations and
B. There is an identified urgent need for discharge and no other
transportation options are available (i.e.: needy patients being discharged
from the hospital with no other means, etc.)
c. Cab vouchers should only be issued for transportation in Dane County. Any
passes issued for outside of Dane County must include a written explanation of
the need, specified on the voucher. Cab vouchers are available through your
assigned case manager or social worker or from the Nursing Coordinator after
hours. Inpatient or ED staff will contact the appropriate cab company as directed
on the voucher.
C. Emergency Ambulance Service
1. When assessed to be appropriate, needy patients requiring emergency support service
(e.g. oxygen) transportation by ambulance will be provided by the primary vendor.
Should the primary service be unavailable at the time transportation is needed, the
secondary vendor may be utilized. Coordinated Care/Case Management staff coordinates
the necessary ambulance services for discharge of inpatients.
D. Information/Assistance
1. If there is a question regarding the appropriateness of the transportation or the taxi
vendors, Ambulatory locations should contact Patient Resources (M-F 8-5). Inpatient/ED
staff should contact the Coordinated Care Department 608-263-8667 or the Nursing
Coordinator after hours and on weekends, through the paging operator at 608-262-2122.
E. Package/Parcel Transport
1. Whenever a department requires transportation for a package(s) within the greater
Madison area, the department should utilize the following available service(s) in the
order presented:
a. UWHC transportation for pickup or delivery to all UWHC locations.
b. Use primary cab service for package transportation when UWHC Shuttle service
or UWHC Transportation cannot meet the department needs.
c. Use secondary cab service for transportation when the primary cab service is not

Sr. Management Sponsor: SVP, Chief Nursing Officer & Pt Care Svs
Author: Director, Coordinated Care and Case Management

Approval Committee: UW Health Administrative Policy and Procedure Committee

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Elizabeth Bolt
UW Health Chief Administrative Officer

Revision Detail

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