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Frequently Asked Questions :

About Our Service

  • What kind of transportation do you offer? Is it similar to an ambulance?
    Aurevia provides non-urgent, scheduled patient transport, not emergency ambulance services. We specialize in stretcher-only transfers for medically stable individuals.
     

  • What types of patients are typically transported by your service?
    We regularly assist children, seniors, post-surgical clients, mobility-impaired individuals, and those needing scheduled access to care (e.g., dialysis, oncology, rehab).
     

  • Is your service suitable for someone with chronic illness, dementia, or mobility challenges?
    Yes. We’re equipped to assist clients with chronic health conditions, mobility impairments, and cognitive issues, as long as they are medically stable and are supervised by an assigned nurse or other caregiver.
     

  • Do I need to accompany my family member during the transfer?
    Escort requirements depend on the individual’s age and medical condition:

    • Minors (under 18) must always be accompanied by a parent or legal guardian.

    • Adults and seniors who are medically stable may travel independently, if cleared by the sending facility.

    • If the individual has specific medical needs, a qualified escort such as a nurse, PSW, or caregiver may be required to ensure safe transport. 
       

  • Do I need a referral or medical form to book a trip?
    No referral is required. Anyone—individuals, family members, or care teams—can request a transfer
     

  • Is this a door-to-door or bed-to-bed service?
    Yes. We provide bedside-to-bedside assistance, including help with elevators, and facility entry where safe and feasible.
     

  • Is the ride private, or will there be other passengers?
    All rides are private and exclusive to the individual or group booking the service. 
     

  • Do you operate on weekends, evenings, or holidays?
    Yes. We’re available 7 days a week, including holidays, by appointment. Please submit booking form so we can confirm availability.
     

Safety & Medical Care

  • ​​​Are your staff trained in CPR and First Aid?
    Yes. All staff are certified in First Aid, CPR, patient care, and safe patient handling.
     

  • How do you respond if a client feels unwell during transport?
    Our staff stops immediately, assesses the situation, and calls 911 if needed. Families or designated contacts are notified immediately. Considering the situation, we may head towards closest ER.
     

  • Do your vehicles have cameras or monitoring systems?
    Yes. Vehicles are equipped with interior safety cameras for transparency and accountability.
     

  • Do your staff have experience with dementia or Alzheimer’s care?
    Yes. Staff are trained in dementia-sensitive communication and de-escalation techniques.
     

  • What patient conditions are outside your scope?
    We do not provide any medical care or emergency support during transit. All transfers must be pre-screened to confirm that the individual is medically stable and safe to travel without clinical support. As such, we cannot accommodate individuals who are:

    • Medically unstable — meaning they have not been cleared for transport by a healthcare provider or may experience sudden changes in condition during the trip.

    • Requiring ongoing medical intervention, such as active IV management or cardiac monitoring.

    • Exhibiting aggressive or unpredictable behavior and are not accompanied by a supervising caregiver.

    • In need of paramedic-level support, urgent care, or emergency response readiness.

Comfort & Accessibility

  • Will someone assist with loading and unloading?
    Yes. Staff provide continuous assistance, from bed to vehicle to destination.
     

  • Is the vehicle climate-controlled?
    Yes. Our vehicles are climate-controlled for your comfort in all seasons.
     

  • Can I bring my walker, cane, or portable oxygen?
    Yes. Mobility aids are welcome and will be safely secured. Please inform us in advance if you’re traveling with oxygen.
     

  • Can clients travel lying down if they can’t sit?
    Yes. There are enough seats if the client wants to sit or lie down. However, we only offer stretcher transport. At this time, wheelchair service is not provided. 
     

  • Can a family member or caregiver accompany the client?
    Yes. One escort may ride free of charge.
     

  • Is there a way to communicate with the team during the trip?
    Yes. You can contact dispatch, and live tracking is available for select trips.
     

Pricing & Insurance

  • How much does a typical trip cost?
    Pricing is based on a flat zone rate plus a per-kilometre fee. Quotes are provided in advance.
     

  • Can I receive a quote before booking?
    Yes. We provide transparent, no-obligation quotes upfront. However, please note that appointment availability is not guaranteed until booking is confirmed.
     

  • Are your services covered by OHIP, WSIB, or private insurance?
    No. Some private plans or WSIB cases may reimburse part of the cost—check with your provider.
     

  • Do you offer discounts or multi-trip packages?
    Yes. We offer return trip discounts and volume discounts for frequent users.
     

  • What payment methods do you accept?
    We accept most online payments, including credit cards, PayPal, e-transfers, and online payments through our secure links.
     

  • Do you offer direct billing for institutions?
    Yes. We support institutional billing for hospitals and care facilities under service agreements.
     

Booking & Scheduling

  • How far in advance should I book?
    We recommend 24–48 hours notice, but we accommodate same-day requests when possible.
     

  • Can I book a ride for someone else, like my parent?
    Yes. Caregivers or family members may fully manage the booking, communication, and payment.
     

  • Can I change the pickup time if the discharge is delayed?
    Yes. We understand the need to be flexible, especially for hospital discharges. 
     

  • Will you confirm details with both me and the facility?
    Yes. We coordinate with both the requester and the healthcare provider for seamless service.
     

  • Do you offer return transport for follow-up appointments?
    Yes. Round-trip and re-admission bookings are available.
     

Privacy & Trust

  • How do you protect personal and medical information?
    We are fully compliant with PHIPA and PIPEDA. All data is encrypted and securely stored.
     

  • Are your staff background-checked and professionally trained?
    Yes. All staff undergo criminal record checks, driver screening, and patient care training.
     

  • Will health information be shared with anyone?
    No. Your data is never shared unless required by law or with explicit consent.
     

  • Do you provide documentation for completed transfers?
    Yes. A handover form is signed upon arrival and can be shared with the facility or family.
     

  • How can I provide feedback or file a complaint?
    You can call or email us. We usually respond within two business days and take every concern seriously.
     

  • Can I speak with a supervisor about a special case?
    Yes. You may request a callback from management.

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