RNR Patient Transfer Services Inc. is a patient transfer service located in Orillia, Ontario that operates 24/7/365. They provide non-emergency medical transportation for patients. When booking a transfer, dispatch will collect important information such as patient name, weight, medical needs, pickup and destination locations, and appointment times. RNR aims to maintain high standards of patient care through rigorous training programs and quality assurance processes.

1. RNR Patient Transfer Services Inc.
25 Front Street S. Unit 4
Orillia, Ontario
P: (705)-327-0070 P: (866)-567-1001 F: (705)-327-9778 W: www.rnrpt.com
Frequently Asked Questions
 What are your hours?
 Our dispatch center operates 24 hours per day, 365 days a year. We never close.
 How do I make a booking?
 Call our dispatch office at (866)-567-1001 or local (705)-327-0070. The dispatcher will ask you a few
questions as per the section called "Booking Information Gathered at Dispatch" below.
 When should I contact dispatch to book a transfer?
 Call our dispatch ASAP. We can then provide more responsive pick-up times, particularly for same
day transfers. Last minute bookings and appointments are a specialization for us so we are well
prepared for such transfers. However, the more lead time provided for an expected transfer allows
for refinement in schedules that benefits all parties involved.
 Why do you need my name?
 We need to know who booked the call in case we need to do any follow-up calls for that particular
transfer.
 Why do you ask for the appointment time?
 If there is not enough travel time allotted, the patient may miss their appointment. We monitor
various daily conditions (such as weather, traffic delays, etc.) and will suggest an earlier time to
allow for these elements.
 Will RNR honour a DNR order?
 Yes. As part of our protocols, we will verify if a patient has a valid DNR during the dispatching
process and when our attendants arrive for pick-up. We will require that a copy of the DNR (from
the Office of the Fire Marshall) accompany the patient during transfer. All of our employees are
trained to honour such DNRs.
 Why do you require the patient's weight?
 If the patient is in excess of 250 lbs, a secondary crew may be required to safely transfer the
patient. By providing the patient’s weight when booking will avoid any delays and ensure the
patient’s needs are properly met during the transfer. In addition, RNR now possesses the only
true fully equipped Bariatric specialty team in Ontario. If a Bariatric transfer is required, an
advanced team can be dispatched to assess the situation and ensure a well-organized transfer.

2. RNR Patient Transfer Services Inc.
25 Front Street S. Unit 4
Orillia, Ontario
P: (705)-327-0070 P: (866)-567-1001 F: (705)-327-9778 W: www.rnrpt.com
 Do insurance companies or Government funding coverany costs for transfer?
 Some insurance companies will cover some of the cost associated with a transfer. This however is
up to the insurer. We will always issue you a receipt for your provided services, which you can
submit to your insurer.
 At the moment there is no government funding associated with the non-urgent patient transfer
industry. This means that each company must set their own prices to assist in covering all expenses
occurred throughout the transfer.
 People often associate ambulance trips with a $45 cost. This is deceiving. When you call EMS for an
ambulance the actual price is at minimum $240. OHIP assists in covering the majority of these costs
for you.
 Other transfer services may claimto be less expensive than us, but at what cost to you? Many
other transfer services follow a ‘Broker Model’, which means that there is less control over the
employees, a lack of standards, and minimal training required. These companies charge less, but,
you the consumer may be sacrificing many important aspects to your transfer needs.
 RNR will only employ staff who meet or exceed our high standards. We have a rigorous in house
training program that each employee must pass at every level before being offered a position with
the company. All of our employees complete continuous training and are constantly supervised by
our on road supervisors and management team. Every staff member of RNR, regardless of position,
will always be held accountable.
 Why do you ask for the amount of stairs at a residence?
 We ask this question to inform our crews that additional equipment may be required to safely
transfer the patient into their residence and/or coordinate a lift assist froma second crew.
 Will you transfer a psychiatric patient?
 Yes, we will transfer Voluntary and Involuntary patients (Formed Patients). If the patient must be
restrained, an escort must be provided by the sending facility.
 Do you allow family members to accompany patients?
 Yes, in fact we encourage this, as it is usually comforting to the patient.
 What do I do if the patient is going to pay?
 Have the patient or family member call our office and we will take care of the rest. We accept cash
or credit card (Visa or MasterCard).
 Do I need to sign anything?
 You will need to sign the transfer sheet in two places. The person signing transfers the care of the
patient into our care. We also ensure that we receive signatures from the receiving facility
confirming transfer of care of the patient and any patient files/documentation.

3. RNR Patient Transfer Services Inc.
25 Front Street S. Unit 4
Orillia, Ontario
P: (705)-327-0070 P: (866)-567-1001 F: (705)-327-9778 W: www.rnrpt.com
 Does RNR transport BariatricPatients?
 Yes, RNR has a specialized bariatric team and equipment capable of patient transfers up to 1600
lbs. Pre-booking is essential due to the booking of the bariatric truck and the proper personnel to
operate it.
 Does RNR double patients?
 Yes, RNR does have the resources, training and equipment to double patients. The hospital can
book this or our dispatch may suggest to double patients. This can assist the hospitals in cost
savings and ensure timely and efficient services for patients.
 If we want to double patients, what if one patient has a DNR and the other does not?
 We will still transfer the patients together provided the person with the DNR is not palliative.
 If we want to double patients, what if one of the patients is female and the other is male?
 This is acceptable provided there are no issues where a patient’s privacy may be an issue. RNR will
always work with hospital staff to ensure proper criteria are taken into account when deciding on
the need or acceptability of a double transfer (especially when determining isolation requirements
of patients).
 Does RNR transfer Isolettes?
 Yes we do, provided that a nurse is accompanying the transfer.
 What system does RNR have in place to ensure appropriate standards are being maintained?
 RNR prides itself in maintaining the highest standards within the private patient transfer industry.
As such, we have developed a comprehensive Policies and Procedures Manual, health and safety
standards and internal Continuous Training Modules (CTMs). These CTMs allow us to constantly
train and refresh our front line staff in various critical functions (such as defensive driving, infection
control and Bariatric Transfers) on a regular basis. In addition, our internal Quality Assurance team
reviews each Patient Care Report in detail to ensure all steps and procedures were followed and
adequately documented. Any concerns from our clients are followed up directly by management in
each case and internal protocols are reviewed regularly to ensure policies and procedures are
updated and revised where required. RNR is also a current member of CHICA and the LHIN
network to ensure relevant changes in infection control and transportation requirements are met
by our organization.
 What is RNR’s response time?
 Because we are one of the largest patient transfer companies in Ontario, with a fleet of over 40
vehicles and expanding, we are able to provide among the best response times in the industry. Not
only are we able to provide regular float truck capabilities at various hospitals but we have the
versatility to meet your specialized needs with uniquely equipped units in a rapid manner. In
addition, our state-of-the-art dispatch system is being continuously upgraded in order to meet our
growing client demands.

4. RNR Patient Transfer Services Inc.
25 Front Street S. Unit 4
Orillia, Ontario
P: (705)-327-0070 P: (866)-567-1001 F: (705)-327-9778 W: www.rnrpt.com
Booking Information Gathered at Dispatch
 Caller’s first name
 Hospital or Facility calling
 Department
 The date in which the transfer is to take place
 A requested pick up time
 The patient’s appointment time (if required)
 If this transfer requires us to stay and wait for the patient (referred to as a treat and return)
 Patient’s first and last name
 Any DNR information
 Patient’s weight in pounds (if over 250 lbs we would need the exact weight)
 Oxygen required and rate
 Patient precautions (MRSA, VRE, C-diff, etc.)
 Pick up Facility, or residential address; floor, unit/apartment, room, buzzer code
 Any escorts that would be accompanying the patient (I.E. nurse, guard, family)
 Destination Facility including floor, unit/apartment, room, buzzer door code, and number of stairs
(if applicable)
 Whether the patient can ambulate or use a wheelchair to the unit
 A PTAC # will be required at time of pick-up (if applicable)
 How do I make or pass on a compliment/concern or feedback?
 You can contact our office at (705)-327-0070 or management is available 24-7:
o Rob Rivait (Owner)- (705) 309-4678 or rob@rnrpt.com
o Phil Coburn (Regional Manager)- (416) 525-7608 or phil@rnrpt.com
o Colin Knox (Operations Manager)- (705) 305-8803 or colin@rnrpt.com