September 8, 2013

Botched MaineCare rides hurting medical providers

'At a minimum, (missed appointments) cost us 25,000 bucks in the first month,' said Thomas McAdam, chief executive officer of Kennebec Behavioral Health

By Matt Hongoltz-Hetling
Staff Writer

When an out-of-state company began brokering rides for MaineCare patients in August, thousands of patients began complaining that they no longer could access the medical services they depend on.

click image to enlarge

Mark Goggins stands next to his bus at the Kennebec Valley Community Action Plan office on Water Street in Waterville on Friday. KVCAP provided between 900 and a 1,000 rides a day to MaineCare patients before a contract with an out-of-state company, Coordinated Transportation Solutions, went in to effect, significantly reducing the organization's service, according to KVCAP administrators.

Staff photo by Michael G. Seamans

While the patient's health is the primary concern when a person can't make a medical appointment, the transportation companies and other medical care providers also pay a price.

When Coordinated Transportation Solutions, a Connecticut firm, won a $28.3 million contract to coordinate rides to most of the MediCare patients in the state, it became the middleman between the patients scheduling the ride and the transportation companies.

While the company has pledged to fix problems, patients continue to complain about confusing and burdensome paperwork, and long wait times. At the same time, transportation companies say that continuing confusion has led to rides not showing up for patients who have scheduled them.

Agencies in Maine, many of which are dealing with other financial constraints, are struggling to cope with the effects.

"At a minimum, it's cost us 25,000 bucks in the first month," said Thomas McAdam, chief executive officer of Kennebec Behavioral Health, which provided services to 13,710 clients last year.

It's a significant loss for an organization that was in the black only $60,000 last fiscal year, and which recently was forced to close Halcyon House, an emergency shelter for youths in Skowhegan, because of a reduction in state and federal funding.

McAdam said the health agency, which provides psychiatric medication, mental health care, and substance-abuse treatment, among other medical services, from locations in Augusta, Skowhegan, Waterville and Winthrop, is trying to assess the total cost his company has incurred.

By some measures, he said, the problem has gotten better in the last two weeks; but by other measures, it has worsened.

"There are less completely missed appointment than there were before," McAdam said, "but our staff have had to go into almost full-time mode helping people navigate the system. It's still incredibly confusing about what people need to do in terms of the paperwork."

McAdam said the company requires many patients to fax paperwork, which is a significant obstacle, because many MaineCare residents don't own fax machines or have easy access to them.

McAdam said the health agency has responded to the crisis by sending employees to pick people up, or providing cab fare to patients who need to get to key appointments.

Patient no-shows

The lack of reliable transportation increases an ongoing issue with patient no-shows, the term the medical industry uses to describe patients who miss an appointment without canceling.

At the practices overseen by Inland Hospital in Waterville, transportation issues have grown over the last month, when Coordinated Transportation Services began coordinating the rides, according to Sara Dyer, spokeswoman for the hospital.

Dyer said transportation has always been an issue for patients, but the hospital has been successfully managing the impact by increasing communication with patients, to allow them to reschedule missed appointments quickly.

Hospitals have had complaints about the new obstacle to medical care, according to Jeff Austin, vice president of government affairs and communications for the Maine Hospital Association, which counts all 39 of Maine's hospitals among its members.

"Some of our members did receive calls from patients who said they couldn't make appointments because of transportation issues," he said.

Austin, who is also the association's lobbyist, said the public outcry and the potential for the company to lose the contract have created enough of a motivation for the company to fix the problem, and so it wasn't necessary for the hospital association to take on the issue with legislators.

The national Medical Group Management Association said that it had no statistics on how much patient no-shows cost the industry each year, but a study from the University of Florida found that one clinic alone had 14,000 no-shows in a year, resulting in a loss of more than a million dollars.

(Continued on page 2)

Were you interviewed for this story? If so, please fill out our accuracy form

Send question/comment to the editors

Further Discussion

Here at we value our readers and are committed to growing our community by encouraging you to add to the discussion. To ensure conscientious dialogue we have implemented a strict no-bullying policy. To participate, you must follow our Terms of Use.

Questions about the article? Add them below and we’ll try to answer them or do a follow-up post as soon as we can. Technical problems? Email them to us with an exact description of the problem. Make sure to include:
  • Type of computer or mobile device your are using
  • Exact operating system and browser you are viewing the site on (TIP: You can easily determine your operating system here.)