This performance measure is important as we need to ensure that the contractor is providing proper customer service, and that members can access the care necessary to achieve and maintain healthy outcomes.

Customer service is not always an easily captured measure.  As the Vermont Public Transportation Association (VPTA) contract calls for self-reporting of issues and problems with customer service, it is important for the Department of Vermont Health Access (DVHA) Transportation Team to be able to keep up on the status of complaints.  This provides DVHA with a consistent picture of the type of work the contractor is doing to mitigate complaints and provide adequate training for staff.  If obvious needs for training present themselves, DVHA staff will work with VPTA management to alleviate deficiencies in customer service and performance. 

The data for this measure shows that, aside from small blips in SFY21 quarters 3 and 4, the number of complaints received by the VPTA is very low – especially when compared to the overall number of rides provided.  Service level agreements (SLAs) built into the contract call for possible invocation if the number of complaints per quarter breaches 5% of total rides provided. Current data proves that the contractor is well within contractual standards for complaints.   

Narrative last updated:  05/26/23

• DVHA’s NEMT contractor
• DVHA’s Health Care Appeals Team
• DVHA’s Data Unit (when needed for reporting purposes)