Policies
Transport Policies
- Everyone in the van must wear vehicle safety restraints, such as seatbelts, whenever the vehicle is in motion. We provide appropriate vehicle safety restraints for passengers using mobility devices and may use them in addition to any positioning restraints that are part of the device itself.
- Passengers must be medically stable for transport. We do not provide medical care. Any medical issues during transport will be handled through emergency services.
- All individuals in our vehicles must wear masks that cover the nose and mouth. Failure to do so may result in refusal of service.
- We provide transportation to users of a wide range of mobility devices. We do not refuse rides based on the type of mobility device a person uses. We may, however, refuse service if we are unable to secure the mobility device properly in the vehicle; we will try to suggest alternative options for safe transport.
- We can transport individuals of up to 400 lbs. (180 kg), assuming that their mobility device is rated for their weight. We may be able to transport an individual of up to 500 lbs. (225 kg), depending on the availability of appropriate equipment and the dimensions of the mobility device. Mobility devices must be able to fit on our lifts or in our vans; we may not be able to accommodate especially long, wide, or tall devices. Please let us know of any special concerns about weight or mobility device dimensions when scheduling transport. We may add a charge to reserve specific equipment to accommodate particular mobility devices.
- We can, at the driver’s discretion, help get a person in a wheelchair up and down steps or steep ramps. Whether we can do so depends on the number and height of the steps, the weight of the passenger, the size of the wheelchair, and the driver’s assessment of risk. We reserve the right to call in lift help (at an additional charge) or to refuse services because of lack of access. If necessary, the passenger may be required to call emergency services for lift help into a residence.
- We can provide wheelchairs for transport that suit a wide variety of needs. Please discuss any special accommodations if we are providing a wheelchair for transport. Passengers must transfer out of our wheelchairs once the trip is complete. Passengers riding in our wheelchairs must be able to transfer into and out of wheelchairs or have transfer lift help available.
- Passengers who can sit upright in a wheelchair for the length of the transport are welcome to ride in a wheelchair. If there is a risk of sliding forward out of the chair during transport—also known as “capsizing” —we can provide lie-down (stretcher/gurney) service or a reclining wheelchair with extra positioning restraints (Broda Synthesis). If a passenger capsizes, the ride will be halted, and emergency services will be called to lift them.
- Stretcher (gurney) service is available for individuals of up to 300 lbs. (135 kg). Stretcher passengers must be able to be secured on the stretcher bed. The Broda reclining wheelchair is transport-rated (WC-19 compliant) for passengers of up to 350 lbs. (158 kg). Passengers travelling by stretcher or Broda chair service must transfer off of the equipment at the end of the trip. Please contact the destination facility with any questions about ability to help transfer
- Wheelchair Express Sioux Falls assume that there is full access to pickup and destination locations for stretcher and Broda chair service. We may be able to lift a passenger on a stretcher up or down a step, depending on height of the step, the weight of the passenger, and the driver’s assessment of risk. We reserve the right to call in lift help (at an additional charge) or to refuse services because of lack of access. If necessary, the passenger may be required to call emergency services for lift help at the point where access is limited.
- Rides after 9:00 p.m. and before 5:00 a.m. (7:00 a.m. on Sundays) must be scheduled by 5:00 p.m. that day.
- If we arrive for a scheduled pickup but the passenger does not board, we will bill a standard one-way ride as an Attempt charge (mileage charges may also apply). Any ride after 9:00 a.m. that is cancelled less than one hour before the scheduled pickup time (or one hour before an appropriate leave time) will be billed as an attempted pickup. Rides before 9:00 a.m. must be cancelled before 9:00 p.m. the previous evening to avoid a late cancellation fee.
- Wheelchair Express Sioux Falls is happy to transport personal effects, up to two pieces of luggage (or the equivalent) that can sit on the floor of the vehicle, depending on the amount of space available. Our drivers are not responsible for loading or unloading heavier items or multiple items. Wheelchair Express Sioux Falls is not responsible for damage to items during the normal course of transport. Passengers should find alternative means to move heavy or hard-to-secure items. Although our drivers try to confirm that all personal property stays with the passenger, Wheelchair Express Sioux Falls is not responsible for personal property left in our vehicles.
Payment Policies
- Payment must be made at the time of the ride unless the passenger has an established credit history with us.
- Medicare and private medical insurance do not cover our services. If you believe you have nonemergency transportation coverage in your policy, we will provide you with a Paid invoice that you can submit for reimbursement.
- Make checks out to “Wheelchair Express Sioux Falls” with the passenger’s name and date of service noted. You may also call the office at 605-338-9529 with a credit/debit card number or may pay online.
- Credit/debit cards will be run 30-60 minutes prior to transport. Services cancelled after the card has been processed will be refunded, less our processing fee (currently about 3.5%).
- Wheelchair Express Sioux Falls will assess a 1% per month finance charge on overdue invoices.
Medicaid Policies
- As December 14, 2022, Wheelchair Express Sioux Falls is no longer enrolled as a South Dakota Medicaid transportation provider. The following policies apply to rides that occurred on or before December 13, 2022
- We can bill South Dakota Medicaid for transportation to and from medical appointments only. We can also, under certain circumstances, bill Medicaid for moves from one nursing home to another. We cannot bill South Dakota Medicaid for trips to pharmacies.
- South Dakota Medicaid allows us to bill four legs per passenger per day. For example, transportation from home to an appointment in the morning, with a return, followed by an afternoon pickup from home to an appointment and return could all be billed to South Dakota Medicaid. An additional trip could not be billed, however.
- We can only bill South Dakota Medicaid to transport people who are confined to wheelchairs or who need transportation by stretcher. We verify wheelchair confinement for the state by confirming that a passenger is in a wheelchair at the time of pickup and remains in that wheelchair through drop-off at the destination.
- Unless a passenger has current South Dakota Medicaid coverage that includes transportation benefits, rides must be paid upfront.
- Any rides that are not billable to South Dakota Medicaid are the passenger’s responsibility.
