Farmington Hills, Mich. – A Farmington Hills man with disabilities said repeated problems with his insurance-covered medical transportation have caused him to miss nearly a dozen doctor’s appointments this year.
Joshua Taylor relies on a powered wheelchair and cannot drive because of a connective tissue disorder.
Under his Priority Health Medicaid plan, he said he is required to use SafeRide, a medical transportation company.
According to its website, it takes patients to the right care at the right time.
But Taylor said the rides he books through SafeRide are frequently canceled at the last minute, or a van arrives that simply can’t accommodate his specialized wheelchair.
“I have not been able to get to a lot of my appointments trying to use SafeRide,” Taylor said.
He also said that once a ride picked him up and dropped him off at an appointment on time. “I thought it was getting better,” Taylor said.
But then didn’t return to get him.
When it comes to canceled rides or vans that don’t fit him, Taylor misses appointments he considers critical to managing his chronic illness.
“You sit, and you wait for some of these appointments, and when you’re chronically ill, some of these appointments are what you hope to be the answer for, what you hope is going to bring you relief,” Taylor said. “What you hope is going to make sure you’re no longer in pain. It’s what you hope brings your life back to you.”
Taylor said the repeated cancellations and equipment issues have left him in tears.
“People like me don’t have options,” Taylor said.
On a fixed income, Taylor says paying out-of-pocket for private transportation can “break the bank,” especially when he needs frequent medical visits.
Taylor and his brother have tried to get answers but feel they’ve been bounced back and forth between the transportation company and the insurer.
According to Taylor, SafeRide representatives told him they contract only with third-party service providers that pick him up and directed him to contact his insurance provider, Priority Health.
Taylor said reaching someone at Priority Health who can address the issue has been difficult.
Local 4 reached out to both companies seeking an explanation.
SafeRide did not respond to requests for comment.
Priority Health did respond but declined to discuss Taylor’s situation, citing medical privacy rules. A communication person for the company said, “HIPAA laws and member privacy do not allow us to share member information. We hope the member has contacted our Customer Care team to help get the issue resolved.”