Privacy Policy

Purpose of This Policy

This Privacy Policy explains how Serenity Med Ride protects the personal and health information of patients who use our non-emergency medical transportation (NEMT) services. It also outlines the requirements for booking rides with Serenity Med Ride.

1. Privacy Policy for Patients
Information We Collect From Patients

When you use our services, we may collect:

Personal Information: Name, date of birth, phone number, address, and emergency contacts.
Transportation Needs: Mobility requirements (wheelchair, walker, stretcher), accessibility requests, and health considerations necessary for safe transport.
Appointment Information: Pickup and drop-off locations, healthcare provider/facility name, appointment times.
Billing Information: Medicaid ID, insurance details, or private pay information.
Trip Records: Dates, times, driver notes, and ride logs.

How We Use Patient Information

Your information is used only to:

Schedule, confirm, and provide your rides.
Ensure your safety during transport.
Communicate with you, your caregivers, or your healthcare providers when needed.
Bill Medicaid, insurance, or you (private pay).
Maintain records required by law and Medicaid regulations.

How We Use Your Information

Your information is used only to:

Schedule, confirm, and provide your rides.
Ensure your safety during transport.
Communicate with you, your caregivers, or your healthcare providers when needed.
Bill Medicaid, insurance, or you (private pay).
Maintain records required by law and Medicaid regulations.

Sharing of Patient Information

We do not sell or rent your information. We may share it with:

Medicaid, insurance companies, or healthcare providers to process rides and payments.
Authorized Serenity Med Ride staff and drivers for scheduling and safe transport.
Emergency responders in case of a medical or safety emergency.
Law enforcement or regulators if legally required.

How We Protect Your Information

HIPAA-compliant procedures and staff training.
Encrypted electronic records and password-protected systems.
Physical safeguards for paper and trip records.
Limited access — only authorized staff can view your information.

Your Rights as a Patient

Request a copy of your personal information.
Ask for corrections if something is wrong.
Request limits on how we use or share your information (when legally allowed).
File a complaint if you believe your privacy rights were violated.

2. Ride Booking Requirements
To ensure safe, reliable, and timely transportation, patients must follow these booking requirements:

Scheduling a Ride

Advance Notice: Patients should schedule rides at least 48 hours in advance. Same-day rides may be available but are not guaranteed.
Required Information: When booking, patients must provide:
Full name and contact details.
Medicaid/insurance ID or payment method.
Pickup and drop-off addresses.
Appointment time and facility name.
Any mobility or accessibility needs (wheelchair, walker, escort).

Cancellations & No-Shows

Cancellations should be made at least 24 hours before the scheduled pickup.
Repeated no-shows or late cancellations may result in fees or suspension of services.

Patient Responsibilities

Be ready at the scheduled pickup time. Drivers can only wait up to 15 minutes past the scheduled time.
Use seatbelts and follow driver safety instructions at all times.
Notify Serenity Med Ride of any changes to contact, medical, or mobility needs.
Treat drivers and staff with courtesy and respect.

Payment

Medicaid/Insurance Riders: We will bill Medicaid or your insurance provider directly if eligible.
Private Pay Riders: Payment is due at the time of booking or at ride completion.