If you or a loved one needs to get to a hospital appointment but can’t drive, walk far, or handle the stress of public transport, a medical escort service can make all the difference. These services aren’t just taxis with a wheelchair ramp-they’re trained professionals who help you get to your appointment safely, on time, and with dignity. But not all services are created equal. Picking the wrong one can mean long waits, untrained staff, or even missed appointments. Here’s how to choose a medical escort service that actually works for your needs.
Understand What a Medical Escort Service Does
A medical escort service isn’t just about transportation. It’s about support. Think of it as a personal assistant for your medical trips. They help you get from your home to the hospital, assist with mobility (like transferring from a wheelchair to a gurney), stay with you in waiting areas, help you communicate with staff if needed, and then take you back home. Some even help with picking up prescriptions or filling out paperwork.
Unlike regular ride-shares or ambulances, medical escorts don’t handle emergencies. They’re for non-urgent appointments: physiotherapy, dialysis, chemotherapy, specialist check-ups, or even routine blood tests. They’re designed for people with mobility issues, chronic illness, dementia, or those recovering from surgery.
Check for Proper Certification and Training
Anyone can buy a van and call themselves a medical transport provider. But you need more than a vehicle-you need trained people.
Ask if the company’s staff are certified in:
- Basic Life Support (BLS) or CPR
- Handling patients with dementia or Alzheimer’s
- Safe patient transfer techniques (lifting, sliding boards, hoists)
- Infection control and hygiene practices
Look for providers who require background checks and drug testing. In Australia, some states require medical transport providers to be licensed under the National Disability Insurance Scheme (NDIS) if they serve people with disabilities. Even if not mandatory, NDIS registration is a strong sign of professionalism.
Don’t be afraid to ask for staff qualifications. A reputable company will have no problem showing you their training records or certifications.
Verify Vehicle Accessibility and Condition
Your ride needs to match your mobility needs. A van with a ramp isn’t enough-check the details.
Ask:
- Is the vehicle equipped with a hydraulic lift or ramp? Is it regularly maintained?
- Are there secure wheelchair restraints? (Look for 4-point tie-down systems)
- Is there enough space for a mobility scooter or walker?
- Are the seats padded and adjustable? Are seatbelts available for all passengers?
- Is the vehicle clean and free of odors?
Some services offer vehicles with climate control, which matters in Perth’s hot summers. Others have vehicles with oxygen ports for patients on supplemental oxygen. If you need it, ask for it-don’t assume.
Look at Service Reliability and Scheduling
Missing a hospital appointment because your transport didn’t show up can have serious consequences. Reliability isn’t optional-it’s critical.
Ask about:
- How far in advance do you need to book? (Some require 48 hours; others offer same-day service)
- Do they provide confirmation calls or texts before pickup?
- What’s their cancellation policy? Can you cancel without penalty if your appointment changes?
- Do they have backup drivers in case of illness or breakdown?
Call them a week before your appointment and ask to book a test ride. See how responsive they are. If they take three days to reply, they’re not the right fit.
Understand Costs and Payment Options
Medical escort services aren’t usually covered by Medicare. But that doesn’t mean you’re stuck paying full price.
Check if:
- Your private health insurance offers transport benefits
- You qualify for NDIS funding (if you have a registered disability)
- Local councils or charities offer subsidies for seniors or low-income patients
- The service accepts payment plans or has a sliding scale
Get a written quote before booking. Watch out for hidden fees: waiting time charges, extra stops, or surge pricing during peak hours. A transparent company will list all possible charges upfront.
Read Real Reviews, Not Just Testimonials
Don’t trust glowing reviews on their website. Look for independent feedback.
Search for:
- Google Reviews (check the date-recent ones matter more)
- Facebook groups for seniors or caregivers in Perth
- Reddit threads or local community forums
Look for patterns in complaints: late pickups, rude staff, unclean vehicles. One bad review isn’t a red flag. Ten reviews saying the same thing? Walk away.
Ask friends or local support groups for recommendations. A trusted referral from someone who’s been through it is worth more than any advertisement.
Ask About Communication and Special Needs
If you or your loved one has hearing loss, speaks another language, or has behavioral needs, make sure the service can accommodate them.
Ask:
- Do they have staff who speak languages other than English?
- Can they communicate with someone who has dementia without causing distress?
- Do they know how to handle seizures, low blood sugar, or other medical episodes during transit?
- Can they bring a familiar object (like a blanket or photo) to help calm anxiety?
Some services offer pre-trip visits-where a driver comes to your home to meet you, learn your routine, and reduce anxiety before the actual appointment. That’s a huge plus.
Start with a Trial Ride
Don’t commit to a monthly contract right away. Book one trip first. Use it to test:
- How punctual they are
- How respectful and calm the driver is
- Whether they help you inside the hospital
- If they wait for you without rushing
- How clean the vehicle is after the trip
If the driver doesn’t ask how you’re feeling, doesn’t offer to carry your bag, or leaves you alone in the waiting room-find someone else.
What to Avoid
Here are common red flags:
- No website or only a Facebook page with no contact info
- They won’t tell you who will be driving you
- They say they’re "affiliated" with a hospital but can’t name who
- They pressure you to sign a long-term contract
- They don’t have insurance for passenger liability
If they can’t answer basic questions about training or vehicle safety, they’re not ready to care for someone vulnerable.
Where to Find Reliable Services in Perth
Start with these trusted sources:
- Perth Metro Health Services-ask their social workers for recommended providers
- Carers Australia (Perth branch)-they maintain a list of vetted transport services
- NDIS Provider Directory-filter for "Transport" and "Non-Emergency Medical Transport"
- Local senior centers-many have partnerships with reliable escort companies
Some well-known providers in Western Australia include Transdev Medical Transport, Perth Medical Escorts, and Handi-Van Services. Always verify their current status and reviews before booking.
What Happens If You’re Late?
Most hospitals have policies for patients who arrive late. But if you’re consistently late because of unreliable transport, you risk being rescheduled-or worse, dismissed from care.
If your service is late more than once, document it. Email them with dates and times. If they don’t improve, switch. Your health depends on consistency.
Final Tip: Keep a Backup
Always have a second service on standby. What if your regular driver is sick? What if there’s a traffic jam or road closure? Keep the phone number and booking details of one backup provider saved in your phone and on paper.
Choosing the right medical escort service isn’t about finding the cheapest option. It’s about finding someone you trust to treat your loved one-or yourself-with care, patience, and respect. Take your time. Ask questions. Trust your gut. The right service will make your hospital visits feel less like a chore and more like a supported step toward better health.
Are medical escort services covered by Medicare?
No, Medicare does not cover non-emergency medical transport. However, if you’re an NDIS participant, you may be able to use your plan funding to pay for these services. Some private health insurers also offer transport benefits as part of extras cover-check your policy or call your provider.
Can a medical escort help me inside the hospital?
Yes, most reputable services include assistance inside the facility. This means helping you from the vehicle to the reception desk, waiting with you in the waiting room, helping you find the right room, and sometimes even assisting with forms or communicating your needs to staff. Always confirm this is included before booking.
How far in advance should I book a medical escort?
Most providers require at least 24 to 48 hours’ notice. For regular appointments like weekly dialysis, you can often set up a recurring schedule. Same-day bookings are sometimes possible but may cost more or not be available in rural areas.
What if I need to cancel my appointment?
Reputable services allow free cancellation if you notify them at least 2 hours before pickup. Avoid providers who charge cancellation fees for medical changes-your health comes first. Always ask about their cancellation policy before signing up.
Do medical escorts help with medication or medical equipment?
They can help carry your medications or oxygen tanks, but they’re not trained to administer medication or adjust medical devices. If you need someone to manage your insulin or monitor your oxygen levels during transit, you’ll need a nurse or paramedic-this is a different service, often called "medical transport with nursing." Make sure you’re booking the right level of care.