Livery or ambulatory transportation? Planning a ride that fits your needs

Start with assistance, not the vehicle

At Cathay, livery transportation is intended for passengers who can walk independently and do not need physical assistance. Assisted ambulatory transportation supports passengers who can walk but need limited help. Both differ from wheelchair transportation, where an accessible vehicle and the appropriate boarding arrangements are needed.

Describe what the passenger can comfortably do instead of choosing a service solely from a vehicle photo. A person may walk around their home but find a long hospital entrance difficult. Someone using a walker may need extra boarding time. If the level of support is uncertain, discuss it with the care team and dispatch before requesting a vehicle.

Build the trip around arrival time

Tell dispatch when the passenger must be inside the facility, including any requested check-in time. An appointment at 10 a.m. does not necessarily mean arriving at the building at 10 a.m. Large campuses, registration desks, and different entrances can add time between leaving the vehicle and reaching the appointment.

Provide the specific entrance or department when it is known. For a residential pickup, mention a gated driveway, building access instructions, or a difficult-to-find doorway. These practical details give the team a clearer picture than a street address alone.

Make the return trip part of the conversation

Some appointments have a predictable finish; others do not. Ask how to request the return ride, who should call, and what to expect if the appointment runs late. Keep dispatch’s number available to the passenger or accompanying person.

For an outpatient procedure, ask the facility about its discharge and escort requirements. Booking transportation does not automatically satisfy a requirement for a responsible adult to accompany someone home. Resolve that arrangement with the facility before the appointment day.

Confirm payment and authorization separately

A transportation request and a payment authorization are different steps. Ask who is arranging the trip, whether approval is needed, and which service has been authorized. Do not assume a particular vehicle or level of assistance is covered because another appointment ride was covered previously.

New York State’s Medicaid transportation overview provides official information about the transportation benefit and its administration. Use that resource alongside your plan or transportation coordinator’s instructions; Cathay dispatch must also confirm the trip arrangements.

Have these details ready

A short, accurate trip description is more useful than a long explanation that leaves out the entrance or return plan. Before contacting the transportation team, gather:

• Pickup and destination addresses, including the correct entrances.
• Appointment date and required arrival time.
• Walking assistance, mobility devices, and any accompanying person.
• A reachable phone number and the plan for the return journey.
• Any authorization instructions provided by the relevant transportation program.

Cathay’s livery and ambulatory team can review these arrangements with you. Share only the information needed to coordinate the ride through the appropriate contact channel, and wait for dispatch confirmation before considering the trip booked.