Touchette Regional's Transportation Services

I have reviewed the above referenced complaint and I have found that a clerical error was committed on March 2 or March 3, 2017 that caused the transportation for Ms. [redacted] to not be accurately scheduled for the dates of  3/1; 3/8; and 3/15/2017.  She was scheduled for transportation on...

3/22/2017 but she was recorded as a NO-SHOW on that date when our driver attempted to pick her up.    Your letter dated 4/12/2017 is the first notification of the service failures that we have received. We did not receive anything advising us of these instances from Ms. [redacted] or the clinic she visits regarding these matters at the time when they occurred.  In case of future issues, Ms. [redacted] should call our transportation offices directly or have her medical provider’s office notify us at 618-332-5429. Had we been notified on the first occurrence we could have taken immediate corrective action   We issue our most sincere apologies to Ms. [redacted] for the failure on our part to pick her up for the trip to her medical services provider.  We have taken immediate steps to correct this error in our system and we have followed up as appropriate with the individuals involved in our offices.   Touchette Regional Hospital-Transportation services the urban areas of St. Clair and Madison Counties in the state of Illinois.  We provide scheduled non-emergent medical transportation services for the patients of Touchette Regional Hospital and the clinics operated by the Southern Illinois Healthcare Foundation within the two counties.  We average approximately 25,000 trips per year within our service area. This incident is not reflective of the normal service will provide.  Again, we sincerely apologize to Ms. [redacted] for the missed pickups and I can assure her that it will not happen again. [redacted] Transportation Manager Touchette Regional Hospital Phone: 618-332-5427 | Fax: