Ride detail

Follow one ride, message the provider, dispute grading and cancel.

The ride detail is the single record for one ride. Open it by selecting a ride on the Dashboard. It shows the trip facts, the timeline, the messages, the bids and everything that has happened to the ride.

Walkthrough

1. Check the ride card. It shows the ride reference, its status and the facts: Pickup, Dropoff, Tier, Requested, Oxygen, Escort, Payer and Return leg.
2. Select Watch to follow the ride. You get its updates and join its message thread. Select it again to stop. It shows Watching while you follow it.
3. Follow the Timeline: Requested, Scheduled pickup, Provider promised, Crew arrived, Ride started and Ride completed.
4. Open the Message thread to talk to the provider. Type under Message and select Send.
5. Check Bid history for each provider's bid: Provider, Amount, Expires and Status. A bid is Picked, Not selected or Withdrawn.
6. Read the Event journal for the permanent, time-ordered record of everything that happened on the ride.
7. To cancel, select Cancel ride. Enter the reason, then select Cancel ride again. Select Keep this ride to back out.

The wait clock

When the crew has reached the patient and the patient is not ready, a Patient-not-ready wait clock runs under the timeline. At 15 minutes the booker and the ride's watchers get an alert. At 30 minutes the provider may release the ride without a penalty to its score. The clock names the ride's wait, never a patient.

Messages

The thread opens once a provider's bid is picked and the ride is scheduled. Before that, a note on the screen says so. After the ride ends, the thread stays readable but closed to new messages. Keep messages about the ride. Notifications never carry patient details, but the thread itself is part of the ride's record.

Disputes

Either side may dispute how a completed leg was graded, within 7 days of completion. Enter what is wrong under What is wrong with this leg's grading? and select File dispute. While a dispute is open the leg is left out of the provider's score. When the other side files one, you can Corroborate or Contest it. A dispute ends as Corroborated, Contested or Rejected, with a note. See Disputes.

What the fields and statuses mean

• Available, Scheduled, In Progress, Completed, Cancelled: the ride's status. Unassigned is shown in addition when the pick deadline has passed with no pick.
• Provider promised: the arrival time the provider committed to in its winning bid. The provider is graded against it.
• Payer: who pays, with the authorization. It never shows a member ID.
• Return leg: for a round trip, the return pickup time, or "Round trip" until one is set.

Common questions

Why can't I message anyone?

There is no provider yet. The thread opens after you pick a bid.

Does cancelling notify the provider?

If a provider is committed, you can tick Notify the provider and assigned crew. The request is recorded with the cancellation, but automatic delivery is not available yet. Contact the provider directly if the crew is already on the way.

Who sees my messages?

The people on the ride: the booker, the ride's watchers and the winning provider's dispatchers.