Part 1: The Dos & Don’ts for Drivers: Best Practices and Pitfalls to Steer Clear of
Non-emergency medical transportation (NEMT) plays a crucial role in ensuring that individuals with medical needs receive the access to the care they need, when they need it. And there are a couple of kind-hearted folks responsible for providing these patients with reliable and safe transportation service — those are the dears behind the wheel: the NEMT drivers and dispatchers! Not only are they the dears on the road, they’re the gears that keep the entire NEMT operation running sustainably smooth.
In this two-part series, we'll uncover the must-do's and definitely don’ts, highlighting best practices and potential pitfalls to avoid as drivers and dispatchers take on vital roles in this endearing industry.
And in this first part, we'll delve into the driver’s responsibilities and how they can best do their job, navigating their office, a.k.a. the road, safely. So without further ado, hit that pedal and let’s go!
The Do's for NEMT Drivers:
Safety comes first: Ensuring passenger safety should be the utmost concern for NEMT drivers. This involves adhering to traffic laws, practicing defensive driving, and guaranteeing passengers' safe boarding and disembarking the vehicles.
Be respectful (and nice): And if you don’t have anything nice to say, don’t say it at all. Like what Bambi’s bestie, Thumper advises. Seems so easy, but customer service jobs can sometimes be stressful, making some folks burn out and exhaust their niceties on their neighbors instead. And as this is a job that services customers where NEMT drivers are interacting closely with passengers, it’s imperative that they deliver excellent customer service. This entails maintaining a courteous, respectful and attentive attitude to passengers' needs throughout the entire journey.
Keep it clean: Keeping the vehicle clean (detailed even!) and well-maintained (like a clean record on emissions tests — more on this below) contributes to a positive patient passenger experience. Regularly sanitizing high-touch surfaces and ensuring a comfortable and hygienic environment for all on the ride, goes a long way on those customer reviews, too!
Communicate clearly: You don’t need to talk the entire trip, nor tell jokes for laughs (or points for that matter), although humor goes a long way — with those reviews and repeat customers! What we’re saying is that NEMT drivers need to have simple, clear communication with their passengers. Drivers should provide their riders with relevant information about the journey, including estimated arrival times (especially if there’s an unexpected traffic jam) and always ask if any extra assistance is necessary.
Prepare for special needs: Many NEMT passengers often have specific medical needs or mobility limitations. Drivers should be ready to address these requirements, such as aiding passengers with mobility devices or offering medical support as needed.
The Don'ts for NEMT Drivers:
Don't get distracted: Avoid using mobile devices or engaging in activities that take your attention from the road while driving. It’s illegal and dangerous. And as much as the conversation might be a good one, there’s no need to make eye contact with your passengers in the back. Keep your eyes on the road!
Don't rush passengers: While timeliness is ideal, it's important not to rush passengers as they enter or exit your vehicle. Take the time to ensure passengers are safely boarded and secured before beginning and/or ending the journey.
Don't deflect passengers’ worries: If a passenger voices concerns or discomfort during a journey, take them seriously. Their health and safety may be at risk and that’s not only a liability on you, it’s not giving them the dignity they deserve. Promptly address any issues with care, ensuring the passenger feels heard and valued.
Don't miss that maintenance: Routine vehicle maintenance is imperative to ensure the safety of NEMT operations. Ignoring maintenance check ups and fixes may result in mechanical problems or breakdowns, disrupting service and compromising passenger safety.
Don't stop learning: Ongoing training and education are essential for NEMT drivers to remain informed about best practices and regulations. Make sure not to miss out on training and professional development opportunities to improve skills and knowledge.
And that’s it dear drivers! Now go out there — do good and drive well. Don’t forget to check out Bambi’s solutions for NEMT drivers including our mobile NEMT Driver App for both iOS and Android. You’ve got precious cargo and lives in your hooves!
