MAINECARE RIDES SYSTEM STILL FLAWED, COMMITTEE DEMANDS ACTION

Lawmakers concerned about fast-approaching December 1 deadline

AUGUSTA – Lawmakers expressed mounting frustration with the ongoing problems with the new transportation system for MaineCare patients, and the slow progress in finding solutions, during this morning’s Appropriations and Financial Affairs Committee meeting.

“Certainly, transitions come with bumps in the road. We expected that. But this is beyond growing pains,” said Senator Dawn Hill of York, the Senate Chair of the committee. “The contracts were awarded because we expected the brokers to have the capacity, experience, and expertise to provide these services. People cannot wait for dialysis or a diagnosis from their doctor while the brokers get their act together.”

Since August when the Department of Health and Human Services switched from a transportation program operated by local nonprofits to a regional system run by so-called ride brokers, the new system has been plagued with failures and complaints.

Since the change, clients have had difficulty booking rides. Patients have missed appointments because rides have been delayed, or failed to show up completely. In one case, a woman’s three-year-old son with developmental disabilities was taken to the wrong house.

“The people of Maine are paying $28 million for services that are not being delivered,” said Rep. Peggy Rotundo of Lewiston, the House Chair of the committee. “This is a critically serious issue that needs to be solved immediately.”

Lawmakers also expressed concern about the people who are getting frustrated and have stopped lodging complaints about missed rides, noting that some have even stopped trying to schedule rides.

Rep. Megan Rochelo of Biddeford related an experience of a client in York County, a single mother living in a homeless shelter with her toddler and infant.

“When her ride arrived to take her to her medical appointment, she was told her children couldn’t come with her and needed to be left in the homeless shelter,” said Rep. Rochelo. “If I were to put myself in her shoes, my first thought after that experience would not be that I should go back into the homeless shelter and call the complaint line.”

Stephanie Nadeau, the Director of MaineCare Services for DHHS, shared lawmakers’ frustrations, but said there have been positive trends in the data from the brokers.

While Nadeau explained that there was no complaint tracking system under the old ride system, Mary Lou Dyer of the Maine Association for Community Service Providers shared a sample of complaints she has received from providers in the past week and a half, and said that prior to the August 1 transition to the new system, she did not receive complaints about the ride system.

Dyer was very pessimistic about the chances of the new system becoming sustainable and reliable.

December 1 is the deadline for the three brokers, Penquis, Logisticare, and Coordinated Transportation Solutions, to meet objectives or demonstrate progress toward meeting goals.

It is anticipated that the Department of Health and Human Services will provide an update on the transportation issues to the Appropriations committee during its December meeting.