Get a ride to MassHealth medical appointments
You can get transportation to MassHealth covered services, including medical, counseling, and day habilitation appointments.
Ask your medical provider to fill out a PT-1 form
CONTACT
Talk to your health care provider if you need transportation to and from a non-emergency medical appointment.
You can check your eligibility for transportation by calling the MassHealth Customer Service Center at (800) 841-2900.
Your MassHealth provider must complete an online transportation request (PT-1 form) for you. There is no paper form. The approval process may take up to 3 business days. You can check the status of your PT-1 form to see if it’s approved.
If the PT-1 form is approved, you’ll receive a letter from MART with instructions on how to schedule your ride. When possible, schedule your ride at least 3 days in advance.
Additional Resources
HST & PT-1 Transportation
Phone
Online
Schedule your ride online, by mobile app, or by phone
Once your PT-1 is approved, you’re ready to schedule your MassHealth rides.
You can schedule your ride 3 ways: Online, through a mobile app, or by phone.
Online
- Watch this video on how to schedule your ride online
- Enter your MassHealth ID as your user name
- Password is your birth month and day. Use 2 digits for each. For example, if your birthday is Jan. 1, your password is 0101.
Mobile app
Schedule using our mobile app. Point your smart phone’s camera at the QR code to find the QRyde Rider app in the App Store or Google Play Store.
- Watch this video on how to schedule your ride in the app
- Enter your MassHealth ID as your user name
- Password is your birth month and day. Use 2 digits for each. For example, if your birthday is Jan. 1, your password is 0101.
By phone
- Call (866) 834-9991 to schedule your ride
- Call Center is open Monday through Friday, 7 a.m. – 7 p.m.
What to know before you go
Learn what to expect from drivers and their vehicles on your PT-1 ride to non-emergency MassHealth medical appointments.
Know who to call
Reasons to contact MassHealth Customer Service
- Questions regarding eligibility
- Changes to your address, or telephone number
- To check on the status of pending PT-1s
- Call (800) 841-2900. You can also check your PT-1 status online.
Reasons to contact MART
- To schedule approved PT-1 approved transportation to your medical appointments
- To cancel previously scheduled transportation
- To confirm the vendor transporting for a scheduled trip
- To file a complaint regarding your trip
Feedback and complaints
If something went wrong on your trip, we want to know. Please contact us by one of the following methods:
- On the phone where you will be able to speak to a representative or leave a voice message
- Call (866) 834-9991
- Log in to the web portal and click on the plus sign to the left of the completed ride you have feedback for, then click on the green “complain” button
- On our website homepage, you can provide your feedback in writing and upload any photo/video evidence you wish to provide.
If you file a complaint you should expect to hear back within 24 hours that your complaint has been received. You should be notified at that time if your broker needs additional information from you to investigate your complaint further. You may request not to ride with a transportation provider that you filed a complaint about while the complaint is being investigated.
To share feedback on scheduling PT-1 rides with the Human Service Transportation office:
- Fill out this online feedback form
- Call (617) 847-3427
- Email hstinfo@mass.gov
Contact
HST & PT-1 Transportation
Phone
Online
MassHealth Members receiving PT-1 Transportation thru MART often ask the same questions. This FAQ serves to answer those questions quickly (you don’t have to wait to talk with a Call Center Representative):
Important Information
- MART is closed on the following holidays. If you need to schedule transportation on any of these holidays, please provide as much advanced notice as possible: New Year’s Day, Martin Luther King Jr. Day, Presidents Day, Patriots Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day and Christmas Day.
- MassHealth transportation provided by MART is curb-to-curb service. If you need additional assistance getting from your residence into a vehicle and out of the vehicle into your medical appointment, you may ask your provider to prescribe an escort to travel with you to help you. Your medical provider must submit a new PT-1 form and you must provide the escort. MART may not transport escorts unless authorized.
- Unauthorized stops along the way from your residence to your provider’s office (and on the return trip) are not permitted.
- All MART contracted transportation vendors must display the name of their business on their vehicle – on the right side of the passenger door, and on the rear of the vehicle. You should not board any vehicle that does not display the name of the company that is scheduled to transport you.
Quality Of Service Statement
MART understands the critical role that transportation serves for MassHealth medical appointments, as well as the range of program-based services.
Your feedback is critical to making sure we maintain high service standards for transportation services. If you experience any issues with your rides, please contact us as soon as possible so we can immediately begin to resolve the issue. Contact us directly via our toll free number at (866) 834-9991 or through the member portal or app. We don’t recommend contacting the transportation provider.
