Frequently Asked Questions

Is the service you offer similar to an ambulance? Aurevia provides non-urgent, pre-scheduled patient transport, not emergency ambulance services. We specialize in stretcher-only transfers for medically stable individuals.

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

What types of transfers do you provide? Aurevia commonly assists with: • Hospital discharges • Transfers between hospitals and care facilities • Transportation to medical appointments or procedures • Dialysis and treatment visits • Long-distance medical transfers • Transfers that require stair assistance

Do you only provide stretcher transportation? Stretcher transport is our primary service, designed for individuals who cannot safely travel in a standard vehicle. We can, however, secure a collapsible wheelchair inside our vehicle if needed.

About Our Services

Do you travel outside the Greater Toronto Area? Yes. While most transfers occur within the Greater Toronto Area, Aurevia also provides long-distance medical transportation across Southern Ontario.

Do you provide wheelchair transportation? Aurevia provides stretcher-based transportation. If your loved one uses a wheelchair, they will be transported safely on a stretcher, and the wheelchair can be secured inside the vehicle when required.

Do you provide stair assistance? Yes. Our crews are equipped with a stair chair when required. If there are steps at the pickup or drop-off location, please let us know in advance so we can plan accordingly and ensure safe handling.

What does “bed-to-bed” service mean? Our service includes complete bed-to-bed assistance. We transfer your loved one from their chosen location inside the pickup address — whether a bed, sofa, or entry area — and assist them safely to the desired location at the destination. You do not need to move them to the curb or building entrance.

Do you offer wait-and-return service? Yes. Wait-and-return (or Treat and Return) transfers are available with pre-purchased time blocks. For longer appointments, we can schedule a return pickup after a minimum interval following drop-off.

How much notice is required to book? We recommend booking in advance whenever possible. Our clients usuallu book at least 24h before trip. Short-notice transfers are subject to availability.

What training do your attendants receive? Our attendants are trained in CPR and First Aid, as well as safe patient handling and mobility assistance, medical transport safety procedures, and stretcher and mobility equipment operation.

What background do your attendants come from? Our attendants have professional experience in emergency response fields such as firefighting or paramedicine, bringing valuable experience in safety, situational awareness, and patient assistance. While Aurevia is not an emergency medical service, this background contributes to a high standard of professionalism and care during transport.

Safety & Medical Care

Is the individual monitored during transport? Yes. Our attendants remain present with the individual throughout the transfer and observe their comfort and condition during the journey.

What happens if someone feels unwell during transport? If concerns arise during transport, our attendants will respond appropriately based on their training and prioritize the individual’s safety and well-being. If emergency care is required, emergency services will be contacted.

Do you follow healthcare safety practices? Yes. Our operations follow recognized safety practices used in non-emergency medical transportation, focusing on safe handling, careful transfers, and professional care.

Are you insured and authorized to operate? Yes. Aurevia operates as a registered non-emergency medical transportation provider and carries appropriate commercial insurance required for this type of service.

What happens when the crew arrives? When the Aurevia crew arrives, they will introduce themselves, confirm the transfer details, and assess the safest way to assist the individual. The attendants will then prepare the stretcher and coordinate the transfer from the room, bed, or seating area to the vehicle.

Will the attendants come inside the home or hospital? Yes. Our attendants provide bed-to-bed or room-to-room assistance, meaning they will come inside the home, hospital, or facility to safely assist the individual to the transport vehicle.

Do you provide bed-to-bed assistance? Yes. Our service is designed to provide complete assistance from the point of origin to the destination, including safe transfers from bed, hospital room, or residence to the stretcher and vehicle.

How do you safely transfer someone onto the stretcher? Our attendants use professional patient handling techniques and specialized equipment to safely assist individuals onto the stretcher. The process is done carefully and at a pace that prioritizes comfort and safety.

During Transfer

Is the client secured during transport? Yes. Individuals transported on the stretcher are properly secured using safety straps and equipment designed for medical transport. This helps ensure stability and safety during the journey.

Will the client remain on the stretcher during the entire trip? Yes. Individuals transported on the stretcher remain securely positioned for the duration of the trip, ensuring comfort and safety throughout the journey.

Can the client bring personal belongings during transport? Yes. Small personal belongings such as bags, mobility aids, or essential items can usually travel with the client.

Do attendants assist with handover to staff or caregivers? Yes. When applicable, our crew assists with handover to facility staff, caregivers, or family members to ensure the individual is safely received.

Will attendants stay with the client the entire time? Yes. Our attendants remain with the individual throughout the entire transfer, from pickup through arrival at the destination, ensuring continuous assistance and support.

Can someone travel lying down during the entire trip? Yes. Individuals transported on the stretcher remain lying down for the duration of the trip, which is often the safest and most comfortable option for those who cannot sit upright.

Is the vehicle climate controlled? Yes. Our vehicle cabin is fully climate controlled, helping maintain a comfortable environment regardless of outside weather conditions.

Can mobility aids travel with the client? Yes. Mobility aids such as walkers, canes, or small assistive devices can usually travel with the individual. Please mention these during booking so space can be planned accordingly.

Comfort & Accessibility

Do you assist individuals who cannot walk? Yes. Our service is designed for individuals with limited or no mobility, including those who require assistance moving from bed, chair, or wheelchair onto the stretcher.

Can you assist individuals who have difficulty standing? Yes. Our attendants assist individuals who have limited strength, balance issues, or difficulty standing, helping ensure transfers are performed safely.

What if the pickup location has limited access or tight spaces? Our crews are experienced in working within various residential and facility environments. Please inform us of any access limitations during booking so we can plan accordingly.

Can you transport someone who is weak or drowsy after a medical procedure? Yes. Our service is often used when someone requires assistance travelling home after a procedure and cannot safely travel in a regular vehicle.

How much does medical transport cost? The cost of a transfer depends on several factors, including distance, level of assistance required, and the specific details of the transfer. Once we review the request, we provide clear pricing before the transfer is confirmed.

What payment methods do you accept? We accept most online payments, including credit cards, PayPal, AliPay, and other online payments through our secure links.

Can private insurance cover the cost? Some private insurance plans may reimburse transportation costs depending on the policy. Clients are encouraged to check directly with their insurance provider regarding coverage.

Do you work with insurance providers? While we do not bill insurance companies directly, we can provide receipts or documentation that clients may submit to their insurance provider for potential reimbursement.

Pricing & Insurance

What is wait-and-return service? Wait-and-return service means the crew remains with the client during an appointment or procedure and then transports them back afterward. Because this requires reserving the crew and vehicle for additional time, waiting time is billed separately.

Can the price change after the transfer is booked? No. Once a transfer is confirmed, the price remains fixed and transparent. The only situation where additional charges may apply is if waiting time is requested and the crew remains with the client for an extended period before returning.

Are there hidden fees? No. Pricing is reviewed and confirmed in advance, so clients understand the cost before the transfer takes place.

Why does medical transport cost more than a taxi or rideshare? Medical transport includes trained attendants, stretcher equipment, assisted transfers, and specialized vehicles designed for safe patient handling, which requires a higher level of service than standard transportation.

Do you charge extra for stair assistance? No. Stair assistance is included in our service when required. Please inform us during booking if stairs are present so we can plan the transfer safely.

When is payment required? Payment is required to secure the booking. Once the transfer details and price are confirmed, payment must be completed before the transport is scheduled.

How do I book a medical transport with Aurevia? You can request a transfer by submitting the booking form on our website or contacting us directly. Once we review the details, we confirm availability and provide the pricing to finalize the booking.

How far in advance should a transfer be booked? We recommend booking as early as possible, especially for hospital discharges, appointments, or long-distance transfers. Early booking helps ensure the preferred time is available.

Can I book a transfer on the same day? Same-day requests may sometimes be accommodated depending on crew availability and scheduling, but our service is primarily designed for pre-scheduled transfers.

When is my booking officially confirmed? A transfer is officially confirmed once the trip details are finalized, the price is agreed upon, and payment has been completed. This ensures the crew and vehicle are reserved for the scheduled time.

Booking & Scheduling

Can transfers be scheduled weeks or months in advance? Yes. Transfers can be scheduled well in advance, particularly for planned medical appointments, procedures, or relocations.

What happens if the appointment time changes? If the appointment time changes, please inform us as soon as possible so we can review the schedule and adjust the transfer if availability allows.

What if the hospital discharge time changes? Hospital discharge times can sometimes shift. We recommend informing us as soon as updates are available so we can coordinate the transfer accordingly.

What happens if the appointment takes longer than expected? If the crew remains with the client during a wait-and-return transfer and the appointment runs longer than planned, additional waiting time may apply.

Can family members book a transfer for someone else? Yes. Many bookings are arranged by family members or caregivers assisting a loved one.

How is personal information protected? We treat all personal and medical information with strict confidentiality and handle it only for the purpose of arranging and completing the transportation service.

Why do you need information about the client's condition? Certain details help our team plan the safest way to assist during the transfer, including mobility limitations or environmental factors such as stairs.

Privacy & Trust

Can healthcare facilities rely on your service? Yes. Our service is designed to support healthcare providers, discharge planners, and families by providing reliable non-emergency transportation for scheduled transfers.

Are your attendants background checked and trained? Yes. Our team members are carefully selected and trained to ensure professionalism, safety, and respectful care during every transfer. All staff undergo criminal record checks, driver screening, and patient care training.

Can I contact you before booking to ask questions? Yes. Families and facilities are welcome to contact us directly to discuss the transfer and ask questions before confirming a booking.