What families get wrong about arranging a parent's dialysis rides

Mistake #1: booking one ride when your parent needs three a week

Dialysis isn't a one-off appointment, so a one-off booking is the wrong tool. Most patients go three times a week, every week, indefinitely — and that's exactly what a standing order is built for. Ask your parent's dialysis center to request a standing order through MAS for the whole schedule instead of booking a single date. Only the medical provider's office can enter a standing order; MAS does not accept standing orders from members, family members, or transportation companies, so a call from you to MAS at 1-844-666-6270 books single rides but cannot set one up. Across Long Island, the families who skip this end up re-booking every session, and one forgotten call means a missed treatment. That's why standing orders exist. Our dialysis transportation team keeps recurring Nassau and Suffolk runs on a fixed rotation, whether the chair is at Fresenius Bay Shore, DaVita Selden, or a center closer to home in Hempstead. Once the order is in place, the ride repeats. A standing order lasts up to six months and does not renew on its own, so ask the center to renew it before it ends. If your parent's chair schedule changes, ask the center to update the standing order through MAS; you don't start from scratch. For the mechanics of recurring rides, see our guide on routine non-emergency rides.

Mistake #2: forgetting the ride home

The trip to dialysis gets all the attention; the trip home is where people get stranded. A patient finishes a four-hour session at DaVita Smithtown, walks out lightheaded, and there's no car — because the family assumed the return was automatic. It isn't always. You confirm both legs. The return matters just as much as the trip out: DachiPlus runs 94.4% of return legs on time, with drivers staging a median of 22 minutes early. That early staging is deliberate — a dialysis patient shouldn't wait outside a Suffolk County clinic in the cold. When you book, ask how the will-call return works and give the dispatcher a realistic finish time. If a ride ever falls through, read what to do when the return trip never comes. Post-treatment, most patients shouldn't drive themselves, either — here's why that matters after dialysis.

Mistake #3: not naming the provider you actually want

MAS is a broker, not a driver, so if you don't name a company, MAS chooses one for you. When you call MAS, you can ask for DachiPlus by name. New York's Medicaid Transportation Policy Manual tells the broker to assign trips "based first upon the medically appropriate mode of transportation, then by enrollee's choice among participating transportation vendors, and finally, at the discretion of the transportation broker." In plain terms, MAS first decides the right type of transportation for the trip, then considers your choice of provider among the companies enrolled for that type. If your parent has a standing order, also ask the dialysis center to list DachiPlus as the preferred transportation provider. Naming a provider is how families ask for the same company and the same routine week after week. It matters more than it sounds. A parent with memory issues or a fixed transfer routine does far better with a consistent crew than a rotating cast of strangers. This is the whole point of the broker system, explained in our MAS Medicaid guide and in how Medicaid transportation works in New York. If your parent already has a provider that keeps running late or missing return legs, call MAS and tell them you prefer DachiPlus. Here's how to switch to DachiPlus. We run heavily through central Nassau towns like Hempstead, Valley Stream, Baldwin, Garden City, and Massapequa — so if your parent lives in that corridor, chances are we already pass through it daily.

Mistake #4: not saying how mobile your parent really is

The vehicle that shows up depends entirely on what you tell the dispatcher, so vague answers get the wrong van. "He can't really walk" and "she uses a wheelchair but can stand for a second" lead to completely different setups. Many dialysis riders use wheelchair transportation where they transfer to a regular seat and the empty chair rides secured — no need for anything fancier. Others need the chair to stay put the whole trip. Tell the truth about steps, balance, and how your parent feels post-treatment, when they're often weakest. If you're unsure which category fits, our breakdown of NEMT versus ambulette sorts it out. DachiPlus serves riders across Nassau County and Babylon in Suffolk and everywhere between, with a median trip of 8.7 miles — most dialysis chairs are close to home, so the ride is short but the mobility details are what make it safe.

Mistake #5: waiting until Sunday night to set it all up

Timing is the quiet killer, because Medicaid rides need lead time you can't skip. MAS asks for at least 72 hours' notice, and a first dialysis ride booked Sunday night for a Monday-morning chair often can't happen. Ask the dialysis center to request the standing order the week before treatment starts, not the night before; the center should enter it at least three business days before it takes effect. Peak demand on Long Island hits at 8 a.m., with a second return wave between noon and 3 p.m., exactly when dialysis sessions let out. Booking early puts your parent's slot ahead of that rush; booking late competes with everyone else's crunch. Demand keeps climbing as Long Island's population ages, so the system stays busy. If your parent has Medicare Advantage or private coverage instead of Medicaid, the timeline is friendlier — see Medicare Advantage coverage or call us for private pay. For a full walkthrough of dialysis rides on the Island, start with our Long Island dialysis transportation resource.

Frequently Asked Questions

How far ahead do I need to book a parent's Medicaid dialysis ride?

Book routine rides with MAS at 1-844-666-6270 at least 72 hours (3 days) before the appointment. For the whole dialysis schedule, ask the dialysis center to request a standing order through MAS; the center should enter it at least three business days before it starts. Once the standing order is in place, you don't re-book each session. To cancel a single trip, call MAS; if the chair schedule changes, ask the center to update the standing order.

Does Medicaid cover both the trip to dialysis and the ride home?

Yes. A round trip is covered. The mistake families make is assuming the return leg is automatic — always confirm the pickup time and the will-call process with MAS and the provider so nobody is stranded after treatment.

Can my dad use a wheelchair van if he can walk a few steps?

Often yes. Many dialysis riders transfer to a regular seat and the wheelchair rides secured and empty. DachiPlus handles transfer-to-seat and wheelchair-secured transport across Nassau and Suffolk. Tell the dispatcher exactly how mobile your parent is.

What if my parent has the same three appointments every week?

Ask the dialysis center or doctor's office to request a standing order through MAS, so the trips repeat without a new booking each time. Only the medical provider's office can enter a standing order; MAS does not accept standing orders from members, family members, or transportation companies. Ask the office to list DachiPlus as the preferred transportation provider. A standing order lasts up to six months and does not renew on its own, so ask the office to renew it before it ends.

Can I ride along with my parent to dialysis?

Usually one family member or aide can ride along when there's a medical or language need — confirm it when you book. Space depends on the vehicle and whether a wheelchair is secured, so mention it up front.

Sources

• Medical Answering Services (MAS) — NY Medicaid transportation broker
• NY State Dept. of Health — Medicaid for Members
• Medicaid.gov — Non-Emergency Medical Transportation
• NYS Department of Health: Medicaid Transportation Standing Order Policy and Procedure, effective October 1, 2020 (published by MAS)
• eMedNY: NYS Medicaid Transportation Policy Manual, section 2.3 Prior Authorization, effective August 25, 2023
• MAS: FAQ for Enrollees (how vendors are determined for Medicaid transportation)