This document provides instructions for Provide A Ride drivers on a new 3-month trial program transporting veterans for the VA. It details the "white glove service" that is required, which includes assisting veterans from their home or appointment to the vehicle and remaining with them until handed off to staff. Drivers are responsible for securing wheelchairs, oxygen, and up to 3 bags during transport and may need to transport medical records privately. Any issues or questions should be immediately reported to dispatch supervisors.

1. Supplemental Driver
Trainer and Driver
Training
October 2015

2. Provide A Ride has a new opportunity to work with the VA along with other
transportation companies.
Starting October 1, 2015.
This is a great news for job security and our future. During this 3 month trial we
will be doing about 20 trips a day that involve a different level of service for our
Provide A Ride Wheelchair Drivers.
White Glove Service for VA Clients
Always check you’re Tablets “Details” for any Special Service or Requirements
of the Trip!
Always visually inspect that the veteran is using their seatbelt. All Clients must
wear seat belts. If a veteran refuses to wear their seat belt, do not transport
and call dispatch.
“Door through Door” Service (What does this mean?)
This means delivering the Veteran through the “Threshold” of the residence
or
At the drop off or Appointment you are to remain with the Veteran until you
hand off to a staff member or you are released by the Veteran.

3.  Wait times are based on the Veterans needs up to 30 minutes.
 If the Veteran is in a 3 wheel scooter, the veteran must be
transferred out of the scooter into a seat or manual Wheelchair
that can be properly secured in the vehicle. The Scooter will also
need to be secured for transport.
 The Veteran may bring up to 3 liters of Oxygen and it is required to
be secured in the vehicles O2 holder.
 At no time are you to use the VAMC Ambulance Entrance, unless a
medical emergency.
 You may be responsible to transport a Veteran’s medical records,
ensure that HIPAA privacy guidelines are followed.
 You’re courtesy in helping Veterans with equipment, wheelchairs,
electric cart, prosthetic devices, consumable medical supplies and up
to 3 personal suitcases during transport are required.
If you have any questions or requests that you do not
understand that may conflict with previous training or Provide
A Ride Policy always call your Dispatch Supervisor first before
addressing our Veteran Client.

4. Part of this trial includes our communication to the VA concerning
Accidents and Incidents as they happen in real time. A driver is
required to immediately contact a dispatch supervisor with either.
 The “No Show” protocol for the VA can be up to 30 minutes,
please call your dispatch supervisor with any questions
concerning “Not on Site” or “Cancel other reason”. A driver
may not leave a Veteran pick-up until released by dispatch.