What is a no-show?

A no-show is a scheduled trip that cannot be completed because the rider is not at the pickup location, does not answer, or declines the ride when the driver arrives. Most broker contracts require the driver to wait a set number of minutes, attempt contact, and document the attempt with a GPS-stamped arrival before the trip can be marked a no-show. Some payers pay a small no-show fee; most do not.

Why no-shows matter for NEMT

No-show rates of 10 to 20 percent are common in Medicaid NEMT, and each one is a wasted deadhead trip. Automated reminder calls and texts the day before and 30 minutes out cut no-shows measurably. Documenting no-shows correctly also matters: brokers track provider no-show claims, and a provider whose no-show rate looks suspicious will be audited.

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