Your Rights as a My Florida NEMT Patient

My Florida NEMT is regulated by the Agency for Health Care Administration (AHCA), the Commission for the Transportation Disadvantaged (CTD), and each Medicaid managed-care plan's contract. Together they create a floor of patient rights that no provider or broker can override.

Your baseline rights

• A ride to any Medicaid-covered service if you have no other reasonable means of transportation
• A pickup window that gets you to your appointment on time — not 'sometime today'
• A vehicle that matches your needs (wheelchair-accessible, stretcher, ambulatory)
• A driver who has passed background checks and been trained for the vehicle type
• Privacy — your medical information belongs to you, not the driver's group chat
• A written explanation if a trip is denied
• The right to appeal a denial

How to file a complaint

1. Call the provider's dispatch line first — most missed pickups are resolved on the same call.
2. If unresolved, call your Medicaid managed-care plan's member services (number on your ID card) and request a formal complaint number.
3. For unresolved plan complaints, contact AHCA's Medicaid Helpline at 1-877-254-1055.
4. For safety concerns about a vehicle or driver, file with the CTD at 850-410-5700.

Appealing a denial

If your plan denies a trip request, you have 60 days to file an internal appeal. The plan must respond within 30 days for standard appeals, 72 hours for expedited (urgent) appeals. If the plan denies the appeal, you can request a State Fair Hearing through Florida's Department of Children and Families. Keep every letter, every reference number, and the name of every person you speak with.

Bring a caregiver

Every My Florida NEMT patient is entitled to a caregiver or attendant seat at no extra cost when the caregiver's presence is medically necessary — for cognitive impairment, language interpretation, or physical assistance. Note the caregiver at booking; some providers require 24-hour notice.