Frequently Asked Questions about MATP
Q. Do I have to apply for MATP services?
Q. Can I ask for a certain type of transportation?
Q. How will the county determine what type of ride I get?
Q. How far can I go with MATP?
Q. How far in advance do I need to call to schedule a ride?
Q. How early should I be ready for the ride?
Q. Can I bring someone with me on the van?
Q. Who do I contact if I am unhappy with the services I receive?
Q. What should I do if I disagree with the county MATP’s determination of what type of transportation I need?
Q. Do I have to apply for MATP services?
Yes, you must sign an application with county MATP, but signing the application should not be a barrier to getting a ride. You can ride as long as you sign the application within a month.
Top
Q. Can I ask for a certain type of transportation?
The county MATP is responsible for determining, based on an assessment of your needs, which type of transportation you should ride. The transportation should be the least expensive mode that is appropriate to your needs.
Top
Q. How will the county determine what type of ride I get?
The county MATP will ask you questions about where you need to ride to and from, whether you have a car, and about physical abilities.
Top
Q. How far can I go with MATP?
The MATP County Office shall transport MA eligible recipients to a qualified MA-enrolled provider of the recipient’s choice, with the following exceptions:
Pharmacy providers - Transportation to a pharmacy provider shall only be provided to a choice of two pharmacies closest to the recipient’s residence or two pharmacies closest to the recipient’s prescribing physician’s office (if the prescription was provided at the office visit and is being filled in route from the prescribing physician’s office).
Methadone Treatment – Transportation to methadone treatment shall only be provided up to the closest in-network methadone treatment program to a recipient’s residence, unless the recipient is granted an exception.
Top
Q. How far in advance do I need to call to schedule a ride?
You should check with your county MATP about their rules for scheduling routine rides in advance. If you are sick and your doctor needs to see you immediately the county MATP will provide you with a same-day ride. This is called "urgent care."
Top
Q. How early should I be ready for the ride?
If you are using paratransit, your will be given an approximate pick up time. You should be ready 15 minutes before the pick up time. Your ride should arrive no earlier than 15 minutes before the pick up time and no later than 15 minutes after the pick up time.
Top
Q. Can I bring someone with me on the van?
If you are a child under 18, need physical assistance to travel, or need interpretation services you may bring an escort. Make sure you talk to the county MATP about this when you schedule your ride.
Top
Q. Who do I contact if I am unhappy with the services I receive?
If you are not satisfied with the services you receive you should contact the county MATP and issue a complaint. The county MATP is required to respond to your complaint.
Top
Q. What should I do if I disagree with the county MATP’s determination of what type of transportation I need?
Whenever a county MATP authorizes a service level that is less than you requested or denies you a trip, the county must give you a written notice. If you disagree with the decision, you must appeal it, by filing a written appeal or telling the county MATP you want to appeal. Your appeal must be given to the county MATP. The county MATP will give it to the Bureau of Hearings and Appeals, BHA, at DHS and a hearing will be scheduled. You and the county MATP will each get to present your position. For more information on hearings and appeals, please see FAQ on Appeals
Top