It is Southeastrans’ philosophy that communication between all parties involved in the delivery of NEMT is crucial to the overall success of the program and when delivered appropriately, results in higher participant satisfaction. However, where communications result in dissatisfaction between any parties involved in a transportation event, the quality management process is used as the means to determine the process of resolution. This process may include re-education, distribution of additional information or instructions, corrective action plans, and the involvement of our Quality Assurance Department for further direction or final determination.
Our Quality Assurance Department is responsible for the complaint management and resolution process. We monitor service quality through surveys and statistical reports, and develops quality improvement initiatives.