Members Encouraged to Document and Report Transportation Problems

VHCA (12/7/2007)

As reported to you last month, VHCA is stepping up efforts to ensure that the Department of Medical Assistance Services (DMAS) is aware of the problems nursing facilities are experiencing related to transportation of Medicaid residents.  One key component of these efforts focuses on the need for all Medicaid-participating nursing facilities to document and report incidents involving LogistiCare and/or its contracted transportation providers.

A related step being evaluated by VHCA is the creation of an incident log or database to capture complaints submitted by member facilities.  One of our current concerns is that there is no formal and independently verified review of complaints submitted directly to LogistiCare. 

To partially address that concern, a new Nursing Facility Complaint Form has been developed by DMAS.  Once completed, this form should be faxed to both DMAS and LogistiCare.  Information is provided on the form to assist facilities in contacting the appropriate DMAS and LogistiCare offices.  At a minimum, paper copies of the completed complaint forms should be maintained by the facility.  One easy suggestion to simplify access to completed forms is to insert them in a three-ring binder and store the binder in an area accessible to staff responsible for coordinating transportation.

A copy of the new Nursing Facility Complaint Form is available for download in pdf format.

Members with questions or concerns may contact Hobart Harvey at hobart.harvey@vhca.org or 804.212.1695.