Scheduling a Ride

Rides may be scheduled up to four weeks in advance. To reserve a ride, call (317) 718-4476 Monday through Friday, from 8:00am to 4:00pm. Vehicles are wheelchair-accessible.

During business hours, voicemail is checked frequently. Leave a message when calling to schedule a ride. You will receive a phone call to confirm that your ride is scheduled.

You will need to provide the following information to schedule a ride:

• Your name, birthdate, address, and phone number;
• Facility name and address of where you need to go;
• Whether or not an attendant will accompany you;
• Time you need to be at your destination; and
• Time you need to be picked up from your destination.

Fare

Fare is $5 per person whether you schedule a one-way or round trip. The fare must be paid at the time of pick-up (cash or check). Drivers cannot make change.

A monthly pass is available for $25 and includes unlimited scheduled medical trips (based on availability). Children must be accompanied by an adult. There is no charge for an attendant to accompany a rider.

Hours of Service

Services are provided from 8:00am to 5:00pm, Monday-Friday. HendricksGO! does not operate on weekends or on holidays.

Riding the Van

Please be ready to board at the time of your reservation. The driver can wait only five minutes past your pick-up time. The driver will wait at the curb or in a driveway. The driver is not permitted to enter your home. Upon request, the driver will assist (escort) you from the main entrance door of the pick up location to the main entrance door of the destination.

If the HendricksGO! vehicle has not arrived after 15 minutes from your scheduled pick up time, call (317) 718-4476. The driver will ask you to fasten your seat belt. If you are in a wheelchair or three-wheeled mobility device, it will need to be secured in order to prevent movement while the vehicle is in operation.

Eating, drinking, smoking, and using smokeless tobacco products is prohibited in the van.

Pharmacy Stops

HendricksGO! allows one pharmacy stop on your return trip. Your prescription(s) must be ready at the time of the pharmacy stop. When you call to make your reservation, please let us know if you will require a pharmacy stop on your return trip and the location of your pharmacy. We will accommodate unscheduled pharmacy stops if there is time in the schedule.

Infants and Children

Infants and children who are four or younger and weighing less than 40 pounds must be in an approved child safety seat while being transported (an approved seat is one that meets federal safety standards). The child safety seat will be secured in accordance with the manufacturer's instructions. The passenger must furnish the child restraint system and secure it; drivers are not permitted to secure the child restraint system.

"No Show" / Cancellation Policy

If your plans change and you no longer need your ride, please call (317) 718-4476 to cancel your reservation as soon as possible, or at least two hours prior to pick-up. Please leave a message if voicemail picks up during regular business hours. Voicemail is checked frequently.

It is the rider's responsibility to contact their medical provider if their appointment needs cancelled. Calling to cancel a ride does not cancel the medical appointment.

A "No Show" is when a driver arrives for a scheduled pick-up and you do not show up within the five-minute wait time, or you cancel at the door. Passengers with a "No Show" will be required to pay for the trip before any future rides can be provided.

You will be charged as a "No Show" if you cancel your ride less than one hour before the scheduled pick-up. Three "No Shows" within a 60-day period will result in a 30-day suspension from HendricksGO!. Suspensions will not be imposed for circumstances beyond a passenger's control, such as a personal emergency, sudden or worsening illness, or late arrival of the HendricksGO! vehicle.

In the case of a suspension, passengers will receive a letter that includes the dates of any cancellations along with an appeal form. It also provides the date the suspension will begin. Passengers have 14 days after the date of the letter to appeal a suspension. If no appeal is made within 14 days, the suspension will begin on the date specified in the letter.

Excessive cancellations (six or more cancelled reservations in a 30-day period) will result in suspension from the service for a 30-day period.

Portable Oxygen Supply

Respirators and portable oxygen units are permitted. Units must be able to be secured.

Personal Care Attendants

A personal care attendant is welcome to accompany a passenger at no charge. To ensure adequate seating, inform us about the attendant when making your reservation.

Animals

Service animals are permitted to accompany passengers with disabilities. Pets are not permitted.

Important Reminders

In order to ensure that the vehicle will be on time for other passengers, the driver cannot make unscheduled stops. Because HendricksGO! is a shared-ride service, the driver may be picking up or dropping off other passengers before reaching your destination.

Traffic, severe weather or other unexpected conditions may cause delays in pick-up and dropoff times. Services may be cancelled in cases of severe weather/dangerous road conditions.

Smoking is not permitted. Service is provided without regard to race, color, national origin, sex, or any other protected class.

Unsafe or Abusive Conduct

Passengers may be temporarily or permanently suspended from using HendricksGO! if they engage in unsafe or abusive conduct. Unsafe conduct is any act that creates the potential for injury or other risk to any passenger, driver or the general public. Abusive conduct is any disruptive or intrusive act toward any passenger, driver, office staff or the general public.

Passenger Feedback

Passengers may call (317) 718-4476 and ask to speak with the director of transportation if customer service expectations are not met. We accept positive ideas for improvement as well. This material is available in alternate format upon request.

HendricksGO!, a service of Hendricks Regional Health, is operated by:

Hendricks County Senior Services
P.O. Box 448 / 1201 Sycamore Lane
Danville, IN 46122
(317) 745-4303