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Medicaid patient calls out Indiana's state ride program

Frances Metten is frustrated and searching for answers after a state funded transportation provider left her without a ride to important doctors appointments.

CLARK COUNTY, Ind. — It’s been more than a year of what Frances Metten calls a vicious cycle.

The 66-year-old Medicaid patient relies on others to leave her Clark County assisted living facility every now and again.

“If I had another way of getting there, I would do it,” she said.

With no family nearby, the only way for Frances to get to her doctor’s appointments is through a state funded non-emergency medical transportation program managed by Southeastrans.

“I would take a bicycle if the appointments were close enough that I could – even with my back problems and Parkinson’s,” she said.

Frances is scheduling the rides and the company is providing confirmation.

“These appointments are scheduled two, three, four weeks in advance. We depend on that,” she said.

Like bad déjà vu, Frances says the unreliability continues.

"10-15, 9-6, on 8-22, on 8-15, this is an ongoing problem. I had a cat scan scheduled. Did not show. That morning was when I was supposed to have the surgery, I had yesterday – total no show, they were 40 minutes late I had to reschedule. The doctor would not see me. No excuse, no calls, nothing, they didn't show," she explained.

Credit: WHAS-TV
Frances Metten shares notes of problems with her medical ride service with WHAS11 News.

The state's Family and Social Services Administration signed a contract in June of 2018 with Southeastrans to help ensure all members can use this benefit.

FSSA told WHAS11 News while this is a success compared to what was offered previously, there are challenges with the increased demand.


“However, what may be considered by most as a success – the improvements in quality and safety and a welcome increase in services delivered to our members -- has also led to supply challenges when it comes to the network of transportation providers available to serve the increased member demand,” they said in a statement.

Senator Vaneta Becker said, "They used to serve 3500 people and then they sent notices out to 14500."

After multiple instances like Frances' from all over the state, Senator Becker, co-authored a bill for a commission to meet twice a year to discuss the issues.

"I think SET they want to improve the process but it is not improving and it is still as much as a problem now as it was last summer," she said.

Turns out, Frances isn't alone.

From March to June of 2019, there were almost 2,000 rides missed because the driver was either late or did not show, and more than 30,000 missed because a provider wasn't assigned.

Credit: WHAS-TV

"They need to stick with commitments that are made and it they are not being fulfilled they need to find out why,” Frances said.

When asked about no shows, FSSA provided WHAS11 News with part of Southeastrans script that explains you will get a call within 48 hours of the trip if it cannot be completed.

"While we do our best to find transportation for all trips, there are times when a transportation provider cannot be found. If this happens, we will call you within 48 hours of the trip. This call may be made by our automated system."

Credit: WHAS-TV
Indiana Senator Vaneta Becker

So Frances is questioning why she's not receiving those calls.

"It makes you feel like think we're useless," she said.

For her, the missed rides are much bigger than needing to reschedule.

"He said I'm not sure you're appropriate and I said why not? He said because you're a no show and you've canceled, she said."

Frances says she's at risk of not getting the pain management medication she's prescribed.

"If you're down as a no show it doesn't matter what the nurse says has happened, you do not get a refill," she expressed. "The first time I went through withdrawal like crazy. I was climbing the walls, I was crying, because I hurt so bad."

FSSA has acknowledged 100% of the needs cannot be met and people like Frances are questioning how that can be changed.

"I'm just trying to stand up for our rights. They are being paid by the state and Medicaid, if they can't do the job give it to somebody that can."

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Contact reporter Jessie Cohen at JCohen@whas11.com and follow her on TwitterFacebook or Instagram

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