Logisticare Medicaid Transportation, New York State

Members Frequently Asked Questions (FAQs)

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  1. Individuals who live in Collin, Dallas, Denton, Ellis, Hood, Hunt, Johnson, Kaufman, Navarro, Parker, Rockwall, Tarrant or Wise County, and
  2. Who have no way to get a ride to their medical appointments, and
  3. Who are Texas Medicaid members, Children with Special Health Care Needs (CSHCN) members or patients in the Transportation for Indigent Cancer Patients Program (TICP).
Medicaid members who can walk to their medical appointment or who can afford to drive themselves there or get a free ride from a family member, friend or neighbor.   Also, Medicaid members who live in nursing homes – unless they need a non-emergency transport through LogistiCare to and from dialysis.

A Fair Hearing is a chance for you to tell an Administrative Law Judge why you think LogistiCare’s decision is wrong.

Calls accepted on April 2, 2012 for members whose appointment is on or after April 16, 2012.
Call 1-877-687-3255 or go online to http://www.TXMedicaidRide.net.
Ask your medical provider to contact LogistiCare to get you a ride by a livery, wheelchair, or stretcher.
Have your medical provider call 1-855-564-9835 or go online to http://www.txmedicaidride.net .
Call 911 if you have a medical emergency.
Monday through Friday between 8:00 a.m. and 5:00 p.m.

At least forty-eight (48) hours before your medical appointment – two business days.

You must call five (5) calendar days in advance if you need transportation from the county where you live to a medical appointment located somewhere beyond the county next to yours.


Appointment on: Call LogistiCare on:
 Saturday  Thursday before
 Sunday  Thursday before
 Monday  Thursday before
 Tuesday  Friday before
 Wednesday  Monday before
 Thursday  Tuesday before
 Friday  Wednesday before
Yes, but LogistiCare will have to speak to your medical provider.  Your medical provider must say that you need to come in and that your treatment cannot be delayed to another day.  Otherwise you will have to reschedule your appointment.
You or your medical providers can start calling on April 2 for members who need a ride on or after April 16, 2012.
No, if you have access to free transportation, you are not eligible for transportation through LogistiCare.
You do not have to contact LogistiCare but your medical provider does in order for your ride to continue.

If you have a problem with your ride or service, call the “Where’s My Ride” line at 1-877-564-9834, or email LogistiCare at Texas@logisticare.com or write to LogistiCare at the following address with your complaints:


LogistiCare Solutions, LLC

12234 N I-35, Bldg. B, Ste 175

Austin, TX 78753


LogistiCare will get back to you with an initial response to a verbal complaint within 3 business days, and within 5 business days to your written complaint.

By fax:  512-706-4997

By mail:

Texas Health and Human Services Commission

Medical Transportation Program –MC 0209         

Ms. Starlite Folley

Manager – Operations

1106 Clayton Lane

Austin, TX 78723

LogistiCare knows how long it takes to get to your medical appointment.  LogistiCare will tell you when you can expect to be picked up.

1. Bus/Mass Transit:

  • You live within ¼ mile of a bus or subway stop
  • The medical facility is within ¼ mile of a bus or subway stop
  • You can walk ¼ mile
  • You understand common signs and directions


2.  Ambulatory:

  • You can walk unassisted from your residence to the curb and board the vehicle.
  • You can walk unassisted from the vehicle to the medical facility.


3.  Wheelchair:

  • You are confined to a wheelchair.
  • You cannot transfer from the wheelchair to the seat of an ambulatory vehicle.
  • You require a lift-equipped or roll-up wheelchair van and the assistance of trained personnel.


4.   Stretcher:

  • You cannot walk and are confined to bed.
  • You cannot sit up or sit in a wheelchair.
  • You do not require medical monitoring during transport.


5.       Mileage, meals and lodging is also covered if medical necessary and can be obtained by calling LogistiCare.


 6.  Gas reimbursement

LogistiCare will ask if you can walk or if you require the use of a wheelchair or stretcher, and will then provide the best type of transportation to meet your medical and mobility needs.
You need your Medicaid ID or CSHCN number.  You will need the name, address, zip code and telephone number of your medical provider.  You will need the street address and the telephone number where you want to be picked up.  You will also need the date and time of your appointment, any special needs you have and the general reason for the appointment (doctor's visit, check-up, eye appointment, etc.).
You, a family member, the person who takes care of you, or your medical provider.
You or your medical provider should contact LogistiCare.   LogistiCare will contact your medical provider and ask them to make all of the trip reservations for you.  LogistiCare will make sure that you get rides until you or your medical provider says that you don't need them anymore.
If your ride is more than 15 minutes late call the "Where's My Ride" line 1-877-564-9834.  LogistiCare will send another vehicle to get you if necessary.
Yes, you can call the "Where's My Ride" line at 1-877-564-9834.
Yes.  You have to sign the Driver’s Log.  Sign it once after you have been driven to your medical appointment.  Sign it once again after you have been driven back to your residence.
You have the right to appeal denials of rides by LogistiCare. Following the completion of LogistiCare's complaint process, all members have a right to request a State Fair Hearing.

Copyright © 2017 LogistiCare Solutions, LLC. All rights reserved.