What is door-to-door service?

Door-to-door service means the driver assists the rider between the vehicle and the exterior door of the building at each end of the trip. It sits between curb-to-curb, where the rider gets themselves to and from the vehicle, and door-through-door (hand-to-hand), where the driver escorts the rider inside to a reception desk or care staff. Most Medicaid NEMT contracts specify door-to-door as the default standard.

Why service level matters for NEMT

Service level defines what the driver is expected to do and how long each stop takes. Door-to-door adds walking time and physical assistance; door-through-door adds even more and may require a second person for safety. Trips should be authorized at the correct level, drivers trained to it, and stops scheduled with realistic dwell time. Over-promising the service level is a common source of complaints and late pickups.