MEDICAL ASSISTANCE TRANSPORTATION

MEDICAL ASSISTANCE TRANSPORTATION

To Schedule a Ride:

Call the Reservations Department
at 888-795-0740

Scheduling hours are Monday through Friday, 7:00 a.m. to 4:30 p.m.

How to Register:

All MATP users must first complete the Bucks County MATP Application and have their physician or other approved healthcare professional complete the MATP Disability Certification form. Both documents can be downloaded from our website,

Once your applications have been processed and approved, you will receive information about how to use the MATP services. Your registration will be valid as long as you are covered by Medical Assistance. For additional information, please call 215-794-8360.

Bucks County Transport provides free transportation to participants of the Medical Assistance Transportation Program (MATP). If you are a MATP consumer, you can be transported to any health care service that is covered by Medical Assistance, including appointments with your doctor, dentist, mental health provider and drug and alcohol treatment clinics.

You can also use this service for transportation to the pharmacy for prescriptions, to the hospital for tests, or for transportation to medical equipment suppliers.

Eligibility

If you belong to a Medical Assistance MCO (Managed Care Organization or HMO), you can use this service for transportation to any provider within your Physical Health Plan or your Behavioral Health Plan’s network.

If you do not belong to an MCO but you receive your health care through the Medical Assistance for Fee Service, you can use MATP to go to the nearest Medical Assistance provider who can meet your needs. You can go to a more distant provider if you give the MATP information that you medically require it.

MATP is funded by the Pennsylvania Department of Human Services (DHS).

MATP is not intended for:
  • Emergency ambulance transportation
  • Non-medical trips such as those for grocery shopping or social activities
  • To obtain medical care that is not covered by Medical Assistance
Our Transportation Coverage Area

BCT provides transportation service within Bucks County from 6 a.m. to 6 p.m. Monday through Friday.

Transportation between service areas (Upper, Central and Lower Bucks County) and service to adjacent Pennsylvania counties may be limited to certain times and days. Adjacent counties served include Lehigh, Montgomery, Northampton and Philadelphia.

What Medical Transportation Services Do We Provide?

Depending on where you are going, what your needs are and the cost involved, we could provide you with transportation in one of the following ways:

  • Public fixed route bus service (SEPTA). You will be reimbursed for the cost of your ticket.
  • Shared ride vehicle service
  • Wheelchair-accessible vehicles

We cannot guarantee a specific vehicle unless a lift vehicle is required. All wheelchairs must be in functioning order and must meet certification requirements of BCT in advance of transportation. If a wheelchair becomes non-functioning while in transit, BCT will request assistance from the rider’s emergency contact or BCT will dial 911 for emergency professional assistance at the rider’s expense. If this is a power wheelchair, make sure your battery is fully charged prior to your trip.

Scheduling a Ride to an Appointment

Scheduling hours are Monday through Friday, 7:00 a.m. to 4:30 p.m. To schedule a ride, call 888-795-0740.

Transportation is available Monday through Friday, from 6 a.m. to 6 p.m. excluding the following federal holidays: New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving and Christmas.

BCT will do our best to accommodate your needs, but we are unable to guarantee a specific vehicle type unless a wheelchair lift is required.

Please schedule your ride at least two business days in advance. Please call no later than 4:30 p.m.

You may schedule a ride up to six months in advance. Please schedule your ride according to the time you need to arrive at your destination. Our reservationist will be able to give you an approximate time your driver will arrive for you.

How to Schedule an Out of County Ride:
  • When scheduling a ride outside of Bucks County, you must call a minimum of two business days in advance.
  • Appointments should be made no earlier than 10 a.m. and you must be ready to return no later than 1 p.m. Your pickup will be between 7 a.m. and 9 a.m.
  • You must have the complete address including your doctor’s name and telephone number where you can be reached.

If your appointment is rescheduled or canceled, or you no longer need a ride, you must call us at least two (2) hours in advance to cancel your ride.

Information You Will Need to Provide When Scheduling Your Ride:

Your complete name and address including building name/number, street name, house or apartment number.

Your telephone number and cell phone number if you have one.

The date of your trip.

Your drop off/appointment time and the time you will be ready to return.

Our vehicles are considered “on-time” if they arrive within fifteen (15) minutes of the estimated time given.

The complete address of your destination (including location of any specific entrance) and telephone number.

You may schedule a single, multiple or ‘subscription’ trip. (Subscription trips are repeat trips that are automatically added to the schedule for the same day, time and destination each week).

After scheduling your ride, you will be given an estimated time of vehicle arrival for your pick-up and your return.

The reservationist must be made aware of any special needs, (i.e., a vehicle with a wheelchair lift; if an escort will be accompanying you on your trip; if you have a service animal; or any additional special needs you may require).

*When using our services, it is important to ensure that your mobility device is in the same working condition in which it was approved so that you are able to board our vehicles safely and without issue.  Here at BCT, we take your safety very seriously. To help ensure the safety of our clients and staff, we require that only approved devices be used. 

If you have any questions, please do not hesitate to contact our Risk Management Department at 215-794-5554 ext. 1510

Pick Up and Drop Off Guidelines
  • You will be told in advance the approximate time you will be picked up by the MATP driver. Please be ready ahead of time.
  • Our drivers are required to pick you up no sooner than 15 minutes before your scheduled time, and no later than 15 minutes after your scheduled pick-up time.
  • Our policy is to drop you off at your provider’s office no more than one hour before your scheduled appointment, and to pick you up no later than 30 minutes after your appointment is finished.
  • Out of consideration for other riders, drivers will wait five minutes for you to board the vehicle. If you are not boarding the vehicle within five minutes, your ride will be marked as a “no-show” and our drivers will continue with the next scheduled stop.
  • If we do not meet these timelines and you are kept waiting, you should call us at 1-800-795-0740 to report the problem.
Urgent Care Transportation

At some point you may need transportation on short notice for an urgent care matter.  Urgent care includes any situation where your medical provider has told you that you need to come to their office, or to obtain a medical treatment or service that same day or within the next 24 hours.  We have a process for responding to urgent care requests and will make every effort to transport you to receive the medical care you need.

If you need transportation for an urgent care matter, you should call MATP immediately.  Please contact BCT at 1-888-795-0740 during regular business hours.  We will make every effort to secure transportation within three (3) hours of your request. This does not apply to after hours service or hospital discharges.

FAQs

  • If you have a car available, or if you know someone who has a car and can take you to your medical appointment, we will provide you mileage reimbursement if it is the least costly, most appropriate service available.

  • If you want to claim mileage reimbursement, you must notify us in advance. We will send you a form to complete to tell us how far you traveled, and document whether you had parking or toll expenses. This form must have the medical provider’s signature to verify that you received treatment on that day.

    • We will reimburse you at the rate of $.25/mile.
    • We will reimburse you for your parking expenses and tolls when receipts are submitted.
    • You can turn in your reimbursement request right after a trip, or you may wait until the end of the month and submit multiple trips at one time.
    • If you wait until the end of the month, BCT must have your request by the 15th of the following month. For example: to be reimbursed for a medical trip on January 2, BCT must have your form by February 15. We will reimburse you within two weeks of receiving your completed forms. BCT can also reimburse the cost of using SEPTA services.
  • We are responsible for providing or arranging transportation to get you to the medical care you need.

    If you are enrolled in a Medical Assistance MCO (Managed Care Organization), we can provide or arrange transportation for you to any medical provider in the MCO region.

    Your MCO region includes Bucks, Northampton, Lehigh, Montgomery and Philadelphia counties.  However, we will only take you to providers in your MCO network, or providers that are out-of-network but to whom your MCO has referred you.

    If you are in a Medical Assistance fee-for-service, we will provide or arrange transportation for you to the provider closest to your home and who meets your medical needs. We will take you to more distant providers only if you give us medical information that shows that the more distant provider is required.

    If you have questions regarding the transportation options available to you, please contact our office.

  • Escorts are permitted to ride free of charge when a document from your medical provider is on file with BCT stating that the passenger requires assistance to travel.

  • BCT adheres to the guidelines set forth by the Americans with Disabilities Act (ADA), ensuring that individuals with disabilities can travel with their trained service animals. Passengers must provide valid certification that their animal is a trained services animal, the animal is up to date on all vaccinations, and the medical necessity of the service animal provided by a medical professional.

  • You may bring someone with you as an escort at no cost to you in the following situations:

    • If you are under 18, you must be escorted by a parent or other relative/guardian.
    • If you cannot travel independently, or you need assistance due to age, illness, or physical or mental disability please provide written verification from your physician of your need for an escort.
    • If you do not speak English, you may bring an interpreter.
  • There is no penalty for rescheduling or cancelling. There is a penalty however for consecutive no shows.

    A “no-show” is defined as any scheduled trip that is not taken and not canceled at least two (2) hours prior to the scheduled trip. You may cancel your ride 24/7 by dialing 215-794-5556 and leave a message. Riders that repeatedly no-show may be required to do one of the following:

    • Call BCT to confirm the need for transportation the day of trip.
    • Only schedule one (1) day at a time.
    • Use public transportation and receive reimbursement.
  • Because we offer a Shared Ride service, it is important for all passengers to feel comfortable and safe during transportation. Inappropriate behavior by any passengers will not be tolerated. This behavior includes but is not limited to obscene or offensive language; implied threats or violence toward passengers, drivers, or administrative staff and being under the influence of alcohol or controlled substances.

  • A complaint is any issue, dispute or objection you express to us about our agency, or about the coverage, operations or policies of our MATP.

    If you have a complaint about our services, about how you were treated by our staff or a driver, or about our policies and procedures, please tell us.

    Complaints may be submitted by phone or in writing to Bucks County Transport, Inc.  All complaints will be reviewed, and a BCT employee will contact you by telephone within one day and follow up with a written response within five days. The staff person may not have been involved in the action that is the subject of the complaint. Written documentation of complaints will be kept on file.

    If the complaint resolution is not satisfactory, you may request that the director of operations review the complaint. A verbal or written response to this second level of complaint will be provided within five business days.

    If the complaint resolution by the director of operations is not satisfactory, the complaint will be forwarded to the Pennsylvania Department of Human Services for review.

Other Medical Transportation Resources

If we are not able to meet your medical transportation needs, you will be referred to your caseworker at the local Bucks County Assistance Office (CAO).

Appeal Process

BCT is required to give you a written notice if you are denied your request for MATP transportation or mileage reimbursement. BCT is also required to give you written notice in advance if we plan to reduce or change your transportation services. The notice will advise you of the reasons for our action, when the action will go into effect, and your right to appeal the action.

If you need help with an appeal you can get free legal assistance. You may contact your local legal services offices at Bucks County Legal Aid at 215- 781-1111, or you may contact the Pennsylvania Health Law Project at 1-800-274-3258

How to Contact Us

Bucks County Transport, Inc.
P.O. Box 510
Holicong, PA 18928

For the MATP Program:
Local Number: 215-794-8360
Toll Free: 1-888-795-0740
Administration: 215-794-5554

Office hours are Monday-Friday from 8:00 a.m. to 4:30 p.m. If you call after hours or on a weekend or holiday, please leave a message on our voicemail and your call will be returned on the next business day.

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