NEW - WHA reporting tool for Logisticare related incidents/concerns

Click here to submit a report to WHA.

This online reporting tool was created by the Wisconsin Hospital Association to collect data on problems that Wisconsin hospitals are experiencing with Logisticare arranged transportation for Medicaid patients discharged from the hospital.  The aggregated data will be used by WHA and shared with the Department of Health Services to help identify the scope and patterns of such problems and to find targeted, systematic solutions to such problems.

This tool is not a substitute for reporting incidents and concerns directly to Logisticare using their complaint line/Where's My Ride line (866-907-1494) and/or its WeCare portal (https://www.logisticare.com/facility-feedback.aspx). 

Also, please only use this tool to report inpatient discharge-related incidents or concerns.

If you have any questions about the tool, please email WHA's Matthew Stanford at mstanford@wha.org.

Key numbers and web addresses:

Effective July 1, 2011, the Department of Health Services (DHS) implemented a new transportation management system that coordinates non-emergency medical transportation (NEMT) services for most, but not all, Medicaid and BaderCare Plus members.

DHS has contracted with LogistiCare Solutions, LLC, (LogistiCare) to provide NEMT management services. The changes will not affect emergency transportation.

Logisticare and DHS have developed various materials that describe the transportation management system for Medicaid. Those materials can be found below under the “Resources” tab. 

Key facts:
  • Beginning July 1, 2011, hospitals seeking non-emergent transportation for a Medicaid or BadgerCare Plus member that is leaving the hospital should call LogistiCare to arrange for transportation, except in the following circumstances:
    • The member has their own means of appropriate transportation;
    • The member is a resident of a nursing home.
  • As of June 2012, if a hospital is discharging an individual that needs non-emergency ambulance transportation with life support services, the hospital may arrange for such transportation either through Logisticare or directly with the ambulance provider. See the June 2012 Forward Health Update below for more information.
  • By contract, LogistiCare must provide appropriate transportation within 3 hours of a hospital’s request for discharge transportation. LogistiCare is entering into contracts with transportation providers throughout the state to ensure this requirement is met. Contracted transportation providers must meet certain certification requirements, including driver background checks, drug testing, etc.
  • Logisticare will manage requests for transportation from a Medicaid recipient’s residence to and from a clinic differently than a request from a hospital. For example, Logisticare has put in place rules encouraging Medicaid recipients and/or clinics to schedule recurring transportation needs in advance.



WHA Contact:

Matthew Stanford

Vice President

Policy and Regulatory Affairs; Associate Counsel