top of page
Stretcher Transport FAQ — Toronto & GTA
Answers about hospital discharge, medical appointments, inter-facility transfers, costs, safety, and booking.
About Our Services
Is this the same as an ambulance? No. Ambulances respond to emergencies, with paramedics and equipment for patients who need immediate medical intervention. Aurevia handles non-emergency stretcher transport — scheduled trips for people who need to travel lying down but aren't in a medical crisis: hospital discharges, medical appointments, and facility-to-facility transfers.
What types of patients do you transport? Children, seniors, post-surgical patients, people with mobility limitations, and patients attending dialysis, oncology, or rehabilitation appointments — anyone who needs to travel lying down or can't safely use a standard vehicle.
How much notice is required to book? We recommend booking in advance whenever possible. Our clients usually book at least 24h before trip. Short-notice transfers are subject to availability.
Do you provide wheelchair transportation? We're a stretcher transport company first, but we can accommodate a wheelchair inside the vehicle if your loved one doesn't need to lie flat. Tell us the situation when you book and we'll confirm the right setup.
Do you provide stair assistance? 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? We transfer from 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 to the curb or building entrance.
Do you offer wait-and-return service? You have three return options, and the difference matters: 1. One-Way Transfer — drop-off only. You arrange the way home, whether that's your own plan or a new booking once you know the timing. 2. Reserved Treat & Return — we hold the same vehicle, stretcher, and crew through the entire appointment, so they're already there the moment your loved one is ready. 3. Two Scheduled Trips — for particularly long appointments. We complete the outbound trip, then the return is booked separately, as its own scheduled trip with a confirmed pickup time.
Is this the same as Uber Health or another rideshare medical transport app? No. Uber Health and similar services are built for riders who can get in and out of a car on their own — they don't provide stretcher transport, bed-to-bed assistance, or trained attendants. If your loved one needs to remain lying down, can't transfer themselves into a vehicle, or needs help during the trip, those services aren't built for that. Aurevia is.
During Transfer
What happens when the crew arrives? Our crew arrives at the scheduled time, confirms the details with you, and prepares the stretcher and equipment before bringing your loved one out — or coming inside first, for bed-to-bed transfers.
How do you safely transfer someone onto the stretcher? Our attendants are trained in safe patient-handling techniques to move your loved one onto the stretcher with minimal strain or discomfort, using proper lifting and transfer methods every time.
Can my loved one bring personal belongings? Small personal items — a bag, mobility aid, medical documents — can travel along. Let us know ahead of time if there's anything bulky so we can plan for it.
Do attendants help with handover to staff or caregivers? Our attendants confirm your loved one is settled and pass along any relevant information to receiving staff, caregivers, or family members at the destination, so nothing gets lost in the transition.
Do attendants stay with my loved one the whole time, and are they monitored? Our attendants remain with your loved one from pickup to arrival — there's no point in the trip where they're left alone or handed off without someone Aurevia trained. They keep an eye on comfort and condition throughout and respond immediately if anything changes.
Safety & Medical Care
What's the background and training of your attendants? Many of our attendants come from firefighting or paramedicine backgrounds, and all are trained in CPR, First Aid, safe patient handling, and mobility equipment. Every attendant passes a criminal record check and driver screening before joining a crew.
What happens if someone feels unwell during transport? Our attendants are trained to respond immediately based on the situation and will contact emergency services if needed. We don't wait and see — we act.
Do you follow standard healthcare safety practices? We follow infection control, hygiene, and patient-handling practices consistent with healthcare standards, including PPE use and equipment sanitization between trips.
Comfort & Accessibility
Is the vehicle climate-controlled? Every vehicle is climate-controlled, so temperature is managed for comfort regardless of the season.
Can mobility aids travel with my loved one? Walkers, canes, and other mobility aids can travel in the vehicle alongside your loved one.
Do you assist people with limited mobility, including those who can't walk or stand? Our attendants are trained to assist across the full range of mobility — whether someone can't walk at all or just struggles with standing and balance. We adapt the technique to what they need, not the other way around.
What if the pickup location has limited access or tight spaces? Let us know in advance about narrow hallways, stairs, or tight spaces, and our crew will plan the safest route and equipment for that location.
Can you transport someone who's weak or drowsy after a medical procedure? This is exactly the kind of situation stretcher transport is built for, especially after sedation. If recovery time is unpredictable, Reserved Treat & Return guarantees your loved one has a ride home the moment they're ready, instead of being left waiting.
Pricing & Insurance
Can the price change after booking, or if the appointment runs long? Once a transfer is confirmed, the price is fixed — with two exceptions. If you've booked Reserved Treat & Return and the appointment runs longer than planned, the reserved time may extend, since that crew and vehicle are held exclusively for you for the appointment's duration. If you've booked Two Scheduled Trips, the return pickup time is scheduled and firm, not an estimate — but if the appointment runs past that time, our crew waits on-site starting from the scheduled pickup, and a wait-time charge applies for the time spent waiting (for example, a 20-minute delay means a 20-minute wait charge).
How much does medical transport cost? Pricing depends mainly on distance, the level of assistance needed, and which return option you choose — One-Way Transfer, Reserved Treat & Return, or, for particularly long appointments, Two Scheduled Trips. A short local transfer costs less than a long-distance trip or one requiring a reserved crew for an extended appointment. We confirm an exact price before anything is booked — never an estimate that changes later.
What payment methods do you accept? We accept most online payments, including credit cards, PayPal, AliPay, and other online payments through our secure links.
Are there hidden fees? No. The price we confirm before your transfer is the price you pay.
Why does medical transport cost more than a taxi or rideshare? A taxi gets someone from one address to another. We bring trained attendants, a stretcher, and a vehicle built for assisted transfers — handling the parts of the trip a taxi can't: lifting, positioning, monitoring, and bed-to-bed assistance.
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 your booking, before the transport is scheduled.
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.
Privacy & Trust
How is my loved one's personal information protected? Personal and medical information is kept confidential and used only to plan and carry out the transfer safely.
Why do you need information about my loved one's condition? Knowing the situation in advance — mobility level, equipment needs, any precautions — lets us plan the safest approach before the crew arrives, instead of figuring it out on the doorstep.
Can healthcare facilities rely on Aurevia for recurring transfers? Hospitals, clinics, and care facilities use Aurevia for discharge planning and recurring transport needs, with the same trained crews and consistent process every time.
Can I contact you before booking to ask questions? You're welcome to reach out and talk through the details before confirming anything. Start a conversation or call us directly — whichever's easier.
bottom of page