Member and Provider Services Unit: Provider Member Relations

% of pickup/return trips the transportation contractor completes on time

99.4%Aug 2020

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Notes on Methodology

  • Vermont Public Transportation Association (VPTA)
  • Medicaid members
Story Behind the Curve

This measure captures the non-emergency transportation (NEMT) timely pick up and drop off of Medicaid members to medical appointments.  The measure is important to the Provider Member Relations (PMR) Unit because it looks at whether or not Medicaid members are receiving NEMT services within the designated timeframes as defined in the NEMT manual.  The PMR Unit is monitoring this measure because significant complaints have been received from members not getting to appointments and not getting picked up in a timely manner.

Prior to August 2017, NEMT was operating as 8 separate entities  As of 8/1/2017, the Vermont Public Transportation Association (VPTA) holds the sole contract for non-emergency transportation.  Therefore, the measure data will begin at the start of the VPTA contract.  VPTA reporting is due to the PMR Unit within 30 days of the end of the month. 

Trips in March and April decreased due COVID-19

Last updated:  10/15/2020


The PMR Unit receives reports from VPTA on a monthly basis and monitors the on-time pick up and drop off times for members receiving NEMT services.  If at any given time the rate drops below 95%, VPTA is required to give us a corrective action plan.  On an annual basis the PMR unit does a “Road Show” to the sub-contractors to inform of changes and give feedback.  PMR also does audits twice a year to the sub-contractors of VPTA to audit the records of on time pick up and drop off.   Twice a year, PMR does random member outreach to the members who have received NEMT rides to ensure they are getting to picked up and delivered to appointments on time.

Scorecard Result Container Indicator Measure Action Actual Value Target Value Tag S R I P PM A m/d/yy m/d/yyyy