Question 1

Who does R & M Rides serve?

Accepted Answer

R & M Rides focuses on contracted MassHealth and Human Service Transportation work as a MART vendor. We complete broker-assigned trips to medical appointments and day programs. We do not advertise open public rides on the same vehicles used for those contracted services.

Question 2

What kinds of trips does R & M Rides provide?

Accepted Answer

Most R & M Rides trips are medical appointments and day programs — plus related HST rides such as therapy, dialysis, discharges, and facility transfers — when assigned through MART. R & M Rides also provides ride monitors when needed, and car seats when required for the trip.

Question 3

How do I schedule a new MassHealth ride?

Accepted Answer

New MassHealth (PT-1) and other Human Service Transportation trips are scheduled through MART member services after approval (mrta.us). R & M Rides completes trips that MART assigns to us as a contracted vendor.

Question 4

I already have a R & M Rides trip scheduled — how do I change or cancel it?

Accepted Answer

Call R & M Rides dispatch at (508) 555-0100. Tell us your name, pickup date and time, and what needs to change. For the fastest help, call as soon as you know about a change.

Question 5

Do you provide ride monitors?

Accepted Answer

Yes. For those who need monitoring while riding, R & M Rides provides a dedicated 1-on-1 ride monitor. The monitor stays with the rider from door pickup through arrival at the appointment or day program.

Question 6

Do you keep car seats on board?

Accepted Answer

Yes. When an assigned trip requires a car seat, R & M Rides brings one on board — ready before pickup.

Question 7

Is pickup really door-to-door / door-to-program?

Accepted Answer

Yes. When a monitor is assigned, they pick the rider up at the door and escort them into the appointment or day program at drop-off — so riders are not left at the curb.

Question 8

What kind of vehicles do R & M Rides drivers use?

Accepted Answer

R & M Rides drivers use personal vehicles and sedans for contracted MassHealth / HST assignments. We do not mix open public rides on that same fleet because of contract and insurance requirements.

Question 9

Are R & M Rides drivers trained and background-checked?

Accepted Answer

Yes. All R & M Rides drivers are state safety driving trained and complete thorough background checks before they are assigned to riders.

Question 10

How do R & M Rides drivers show care on the trip?

Accepted Answer

Drivers treat pickup windows as a commitment, greet riders with dignity, keep cabins calm, and complete door-to-program handoffs when a monitor or escort is part of the assignment. Care on the ride is as important as getting to the destination.

Question 11

Do you provide wheelchair transportation?

Accepted Answer

No. R & M Rides does not provide wheelchair or lift-equipped transportation. Contracted rides are in personal vehicles and sedans, with monitors available when needed.

Question 12

Do you work with facilities and day programs?

Accepted Answer

Yes. R & M Rides coordinates with clinics, day programs, and MART on contracted appointment and program transportation — with monitors when needed, and car seats when required.

Question 13

Are you a MART vendor / MassHealth transportation provider?

Accepted Answer

Yes. R & M Rides is a contracted vendor for MART (Montachusett Regional Transit Authority) at mrta.us, which brokers Human Service Transportation — including many MassHealth (PT-1) medical rides — across most of Massachusetts. Members schedule approved trips through MART; R & M Rides completes assigned vendor trips for appointments and day programs.

Question 14

How can R & M Rides staff access information on the website?

Accepted Answer

R & M Rides staff sign in at /login (also available from the top-right staff menu when signed in). After login, Desk includes Resources — a library of staff guides starting with Driving & Caring — plus careers, hiring, documents, and internal updates. Use Report a bug from the staff menu to send issues or content feedback.

Question 15

Is this emergency transportation?

Accepted Answer

No. R & M Rides is not an ambulance service. For life-threatening emergencies, call 911. We handle scheduled, non-emergency contracted rides only.

Answers for MassHealth trips and R & M Rides care.

Need to change a scheduled trip?