Clients FAQ's MTO Regions

  1. Individuals who live in:
    MTO 1 - Armstrong, Bailey, Briscoe, Carson, Castro, Childress, Cochran, Collingsworth, Crosby,Dallam, Deaf Smith, Dickens, Donley, Floyd, Garza, Gray, Hale, Hall, Hansford, Hartley, Hemphill, Hockley, Hutchinson, King, Lamb, Lipscomb, Lubbock, Lynn, Moore, Motley, Ochiltree, Oldham, Parmer, Potter, Randall, Roberts, Sherman, Swisher, Terry, Wheeler, Yoakum
    MTO 7 - Bastrop, Bell, Blanco, Brazos, Burleson, Burnet, Caldwell, Coryell, Fayette, Gillespie, Grimes, Hamilton, Hays, Lampasas, Lee, Leon, Llano, Madison, Mason, Milam, Mills, Robertson, San Saba, Travis, Washington and Williamson or
    MTO 8 -  Bandera, Kerr, Comal, Bexar, Frio, Atascosa, Medina, Kendall, Karnes, Wilson and Guadalupe or
    MTO 10 - Aransas, Bee, Brooks, Cameron, Duval, Hidalgo, Jim Hogg, Jim Wells, Kenedy, Kleberg, Live Oak, McMullen, Nueces, Refugio, San Patricio, Starr, Webb, Willacy, Zapata
    TICP - Cameron, Hidalgo, Jim Hogg, Nueces, Starr, Webb, Willacy and Zapata
    MTO 11 - Bosque, Falls, Freestone, Hill, Limestone, or McLennan County, and
  2. Who have no way to get a ride to their medical appointments, and
  3. Who are Texas Medicaid clients or Children with Special Health Care Needs (CSHCN) clients

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 clients 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.

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.

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 something doesn’t go right on your ride, please call 1-877-633-8747 and select Option 2 to file a complaint with HHSC or through the HHSC Office of the Ombudsman at 877-787-8999.

By fax: 512-706-4997

By mail:
Texas Health and Human Services Commission
Medical Transportation Program – MC 0209
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.

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       

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.

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.

Mileage Reimbursement

  • You, a family member, friend, neighbor or volunteer can drive you to your medical appointment and will be reimbursed after meeting program guidelines.

Advanced Funds Clients 0-20 years old

  • Eligibility restrictions apply.
  • *CSHCN clients are also eligible for this benefit.

Meals and Lodging Clients 0-20 years old

  • Can be obtained for clients and an attendant who meet certain criteria.

Out of State Travel Clients 0-20 years old

  • Requires a minimum of 5 days advance notice.
  • Prior authorization is required.

LogistiCare will ask if you can walk or if you require the use of a wheelchair, 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. LogistiCare will send another vehicle to get you if necessary.

Yes, you can call the "Where's My Ride" line.

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 clients have a right to request a State Fair Hearing.

Yes, you can send questions or suggestions to TEXAS@logisticare.com.

Complaints should be directed to HHSC, please call 1-877-633-8747 and select option 2.

If HHSC has determined that you are eligible for this program you must reside in one of the following counties to receive transportation: Webb, Zapata, Starr, Jim Hogg, Hidalgo, Cameron, Willacy or Nueces.