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Transportation is so much more than a logistical concern—it’s a cornerstone of healthcare access. 

When patients can’t physically get to their appointments, pick up prescriptions, or buy groceries, their overall health suffers.

Non-emergency medical transportation (NEMT)—a service that helps people get to healthcare-related destinations when they don’t have access to other options—can help bridge this gap. 

Michigan has included non-emergency medical transportation in the scope of covered services for Medicaid beneficiaries for many years. Anecdotally, however, I still hear a lot about the failings of NEMT in my county.

In 2023, I worked with others at the Washtenaw Health Initiative to organize a transportation summit with dozens of local leaders. One of the biggest challenges we heard about at the summit was the lack of a coordinated NEMT system.  A centralized organization to coordinate transportation would allow patients to call a single number to schedule rides, streamlining the process and improving service reliability.

Another critical gap, we heard, is meeting the needs of patients who need mobility aids, such as wheelchairs or assistance getting from the vehicle to the building, and vice versa. This is a fundamental aspect of accessible transportation, yet it’s often left up to individual providers to determine if they will provide door-to-door and door-through-door accommodations.

Technology could play a big role in making our NEMT system work effectively—here in Washtenaw County and in other counties across the state. Some of our local organizations are already gathering data—such as how often rides fail—but it’s tough to identify recurring issues without a coordinated approach.

To understand and improve NEMT services, we’d need to track a few key metrics:

• How often patients attend scheduled medical appointments when transportation is provided.
• Whether reliable transportation allows patients to pick up and take their medications as prescribed.
• The broader impact of reliable transportation on patients’ health and recovery.

By collecting and analyzing this kind of data, we can gain valuable insights into how transportation services influence healthcare access and outcomes—and use that information to make meaningful improvements to our local transportation systems.

Tracking transportation needs could be helpful, too. For example, if we see a high demand for transportation to grocery stores or social gatherings, that data could guide decisions about funding or expanding services. This is especially important in areas like Washtenaw County, where transportation options are more limited for people in rural and other underserved communities.

Improving NEMT services in Washtenaw County—and in other communities—requires a coordinated approach that prioritizes accessibility, integrates technology, and uses meaningful data to drive decision-making.

What are your thoughts on transportation and healthcare access? Let’s start a conversation.