How to Get Nonemergency Medical Transportation in South Carolina
What nonemergency medical transportation is and who provides it
Nonemergency medical transportation is a ride to a medical appointment when you cannot drive yourself and do not need an ambulance. In South Carolina, Medicaid covers these rides for people enrolled in the program, and the state contracts with private transportation companies to provide them. You do not call an ambulance or 911 — you call a scheduling number and book a ride in advance, usually a day or more before your appointment.
The service exists because many people on Medicaid cannot afford a car, do not have a license, or cannot drive due to age or disability. Without it, a missed ride means a missed doctor visit, which can mean a missed diagnosis or a skipped treatment. South Carolina's Medicaid program treats these rides as part of your medical coverage, the same way it covers the visit itself.
Not every transportation company in the state handles Medicaid rides. The state's Medicaid agency, SCDHHS (South Carolina Department of Health and Human Services), contracts with specific providers in each region. Which company serves your area depends on where you live.
Key Takeaways
- Nonemergency medical transportation is covered by Medicaid and must be scheduled at least one business day before your appointment.
- You need an active Medicaid card and a scheduled medical appointment at a covered provider to book a ride.
- The transportation company that serves your county is determined by SCDHHS, and you call that company directly to schedule.
- Rides are provided to the appointment location and back home, and the company will wait if your appointment runs late.
- If you miss your scheduled ride without canceling, you may lose the service temporarily, so call to cancel if plans change.
How to find which transportation company serves your area
SCDHHS contracts with different companies in different parts of the state. To find your provider, you need to know your county and have your Medicaid card handy. The easiest way is to call SCDHHS directly at 1-888-549-0820 and ask which nonemergency medical transportation company is contracted in your county. They will give you the company name and phone number.
You can also look up your provider online through the SCDHHS website by searching "nonemergency medical transportation providers South Carolina" and finding the current list by county. The list changes occasionally when contracts renew, so calling is faster than searching if you are ready to schedule a ride.
Write down the company name and phone number and keep it somewhere you can find it. You will call this number every time you need a ride, so it helps to have it saved in your phone or posted on your refrigerator.
What you need before you schedule a ride
Have these things ready when you call the transportation company:
- Your Medicaid card or your Medicaid ID number
- The date and time of your medical appointment
- The name and address of the medical facility where your appointment is
- Your pickup address (usually your home)
- A phone number where the driver can reach you on the day of the ride
- Any special needs — for example, if you use a wheelchair, walker, or oxygen
The transportation company will confirm that your appointment is at a covered provider. Most hospitals, clinics, and doctor's offices in South Carolina accept Medicaid, but some do not. If your provider is not covered, the company will tell you when you call, and you will need to find another way to get there.
Schedule your ride at least one business day before your appointment. If your appointment is on a Monday, call on Friday or earlier. If you call the day before, you may not reach anyone, or the company may not have a driver available.
How the ride works on the day of your appointment
The driver will pick you up at your home within a scheduled window — usually one to two hours. The company will give you this window when you book. The driver will have your name and address and will call you when they are a few minutes away.
Be ready and waiting outside or near your door at the start of the window. If you are not ready, the driver may leave, and you will lose the ride. If you are running late, call the transportation company immediately to let them know.
The driver will take you to your appointment and wait while you are inside. Tell the driver how long you expect to be — if your appointment usually takes an hour, say so. The driver will be there when you come out. If your appointment runs longer than expected, the driver will wait. After your appointment, the driver takes you back home.
You do not pay the driver. Medicaid covers the entire cost. Do not offer money or tip the driver — it is not expected or necessary.
What happens if you need to cancel or reschedule
If your appointment changes or you no longer need the ride, call the transportation company as soon as possible. Canceling ahead of time is important because the company reserves a driver for you, and canceling late wastes that driver's time.
If you miss your scheduled ride without calling to cancel, the transportation company will report it to SCDHHS. Missing rides without canceling can result in a temporary loss of the service. If this happens, you will need to contact SCDHHS to restore your transportation benefit.
If you are sick on the day of your appointment and cannot go, call both your doctor's office and the transportation company. Canceling with the transportation company is separate from canceling with your doctor — you must do both.
Rides to multiple appointments and special situations
If you have more than one appointment on the same day, tell the transportation company when you book. They can schedule the driver to take you to both locations and wait between appointments. This works best if the appointments are close together in time.
If you use a wheelchair, walker, cane, or oxygen, tell the company when you schedule. They will send a driver and vehicle equipped to handle your needs. If you have a personal care attendant or family member who needs to ride with you, that is usually allowed — mention it when you book so the driver knows to expect an extra person.
If you are homebound and cannot leave your home to wait for the driver, tell the company. Some providers can arrange for the driver to come to your door and help you to the vehicle, though this may require advance notice.
What to do if you have a problem with your ride
If the driver does not show up, call the transportation company immediately. They may have had an emergency or gotten delayed. The company can send another driver or reschedule your ride. If you miss your appointment because the driver did not arrive, tell your doctor's office so they know it was not your fault.
If the driver is rude, unsafe, or does not help you as promised, report it to the transportation company. Ask to speak to a supervisor and explain what happened. Write down the date, time, and driver's name if you can. The company takes complaints seriously because their contract with SCDHHS depends on good service.
If you have a problem that the transportation company cannot solve, contact SCDHHS at 1-888-549-0820 and explain the issue. SCDHHS oversees the transportation companies and can investigate complaints.
Frequently Asked Questions
Do I have to use nonemergency medical transportation if I have Medicaid?
No. The service is available to you, but you are not required to use it. If you can drive yourself or get a ride from a friend or family member, you can do that instead. The transportation service is there if you need it.
What if my appointment is in another county?
Nonemergency medical transportation covers rides within your county and to nearby counties for appointments that are not available locally. Call your transportation company and tell them where the appointment is. They will let you know if they can take you there.
Can I use nonemergency medical transportation to go to the pharmacy or the grocery store?
No. The service is only for rides to and from medical appointments — doctor visits, hospital visits, dialysis, therapy, and similar medical care. It does not cover shopping, errands, or social trips.
What if I lost my Medicaid card?
Call SCDHHS at 1-888-549-0820 to report it and request a replacement. You can still schedule a ride using your Medicaid ID number while you wait for the new card to arrive. Have your ID number ready when you call the transportation company.
Can I bring a friend or family member with me on the ride?
Yes, if they are going to the same appointment or waiting for you. Tell the transportation company when you schedule so they know to expect an extra person. If your companion is also a Medicaid member going to their own appointment at the same location, they may need to schedule their own ride.