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Transportation services

Members of Santa Clara Family Health Plan (SCFHP) can get transportation at no cost to medical appointments and services.

There are two types of transportation services that are covered by SCFHP: non-emergency medical transportation and non-medical transportation.

What is Non-emergency medical transportation (NEMT)?

NEMT uses an ambulance, litter van, wheelchair van, or air transport. NEMT does not use a car, bus, or taxi.

You are entitled to use non-emergency medical transportation (NEMT) when you physically or medically are not able to get to your medical, dental, mental health, and substance use disorder appointment by car, bus, train, or taxi, and SCFHP pays for the treatment of your medical or physical condition.

Before getting NEMT, you need to request the service through your doctor. Your doctor will prescribe the correct type of transportation to meet your medical condition. Your doctor must fill out a Physician Certification Statement (PCS) form to request the type of transportation you need. This form is available to your doctor:

Your request for NEMT must be pre-approved by SCFHP and arranged at least five (5) business days before your scheduled appointment.

What is Non-medical transportation (NMT)?

NMT uses a car, taxi, bus, or other public or private way of getting to your medical appointment.

You can use non-medical transportation (NMT) when you are:

  • Traveling to and from a medical appointment
  • Picking up prescriptions and medical supplies

NMT requires you to provide an attestation in person, electronically, or over the telephone that you do not have other transportation resources. Your request for NMT must be pre-approved by SCFHP and arranged at least three (3) business days before your scheduled and medically-necessary appointment.

Using Non-Medical Transportation

When you use non-medical transportation, you should plan for the following:

  • Be ready for your ride: Your ride is scheduled to arrive up to 60 minutes before your scheduled appointment. For example, if your appointment is at 10 a.m., you should be ready no later than 9 a.m. Your ride may be late because of traffic, scheduling, or other issues. To help your ride get you to your appointment on time make sure you are ready and waiting at the prearranged location at the scheduled time.
  • Group rides: In some instances, this is a ride-sharing transportation service.
  • Curb-to-curb service: In most instances, Non-Medical Transportation is curb-to-curb service, not door-to-door.
  • Drivers cannot carry your items.
  • Companion or personal care attendant: If needed, one other person may accompany you. When you call SCFHP Customer Service to schedule transportation, let us know that someone will be accompanying you.

How to get NEMT or NMT

To arrange for NEMT or NMT, login to the mySCFHP member portal or call SCFHP Customer Service:

  • DualConnect members, call 1-877-723-4795, 7 days a week, 8 a.m. to 8 p.m.
  • Medi-Cal members, call 1-800-260-2055, Monday – Friday, 8:30 a.m. to 5 p.m.
  • TTY users call 711

For more information about NEMT and NMT, please see your Member Handbook.