Disputes

How a facility or provider challenges the grading of a completed leg, and how it is decided.

Providers are graded on whether they arrived on time, and every grade can be challenged. Either side can dispute a completed leg from its ride detail. While a dispute is open the leg does not count toward the provider's score.

Who is involved

• Whichever side files: a Dispatcher at the provider, or a Scheduler at the facility.
• The other side, which can answer once.
• HealthyRides staff, who decide the outcome.

It starts when someone believes a completed leg was graded wrongly, for example a punch that does not match what happened.

Steps

1. Filing side, ride detail. Open the completed ride and find the Disputes section. Describe what is wrong with the leg's grading and choose File dispute. You can file within 7 days of the leg completing. See Ride detail.
2. The dispute is shown as Open, and the leg is left out of HealthyScore until it is decided.
3. Other side, ride detail. The other side sees the dispute on the same ride and can choose Corroborate or Contest. Only the other side can answer, and only once. The filing side cannot answer its own dispute.
4. The status becomes Corroborated or Contested. Either way the dispute stays unresolved, and the leg stays out of the score.
5. HealthyRides staff. A platform administrator reviews the dispute and rules. The ruling and its rationale appear on the ride.
6. Both sides. If the ruling is Upheld, the leg's on-time grade is voided and no longer counts. If it is Rejected, the grade stands. Either way the leg returns to scoring.

What each side sees

• Both sides see each dispute's status, who filed it and when, the reason, and the rationale once there is a ruling.
• The provider's My rides screen has its own dispute entry for a ride you carried.
• Only roles that can file disputes see the form and the answer buttons.

Common questions

How many disputes can a leg have?

One open at a time. A leg that already has an unresolved dispute cannot take a new one until it is ruled on.

Can I dispute after 7 days?

No. The window is 7 days from the leg's completion, including the seventh day. A leg that has not completed cannot be disputed.

Why can't I dispute a ride whose patient was erased?

Once a patient's record is erased, the ride's dispute text can no longer be redacted safely, so the ride is closed to new disputes.