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Provider and Member Relations

Dept. of Vermont Health Access

% of rides with complaints received for transportation services

Current Value

0.1%

SFQ4 2026

Definition

Notes on Methodology

% of rides with complaints received for transportation services SFY25 Q2 SFY25 Q3 SFY25 Q4 SFY26 Q1 SFY26 Q2 SFY26 Q3 SFY26 Q4
Customer service 18 23 26 25 34 26 20
Ride issues 30 22 47 46 48 23 39
Lodging/reimbursement 0 0 0 1 1 3 1
Medicaid NEMT guidelines 5 1 1 1 4 6 3
Total # complaints 53 46 74 73 87 58 63
Total # rides 68904 69658 76079 71372 70566 72997 74801
% of rides with complaints 0.1% 0.1% 0.1% 0.1% 0.1% 0.1% 0.1%

 

Story Behind the Curve

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

Partners

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