Veyo CT: Updated COVID-19 Policies

Updated Policies

Valued Providers,  

At this time, we are still requiring every driver to wear masks in their vehicle and around a member.

Please review all our attachments to ensure that you are taking necessary steps to maintain the safety of your drivers and the members. 

Veyo is still monitoring the COVID-19 situation and we wanted to share the latest updates to our operations with you: 

• We have been working with our partner health plans to craft and send guidance to members, including information on when a member should stay home, when they should seek alternative forms of medical support such as telemedicine, and when they should avoid using transportation.

• Our contact center agents are working directly with members to assess their medical conditions and needs, and redirect them to alternative resources if appropriate. Specific protocols have been developed in consultation with Veyo’s partners and provided to stakeholders.

• We have stopped all multi-loading at this time. Please do NOT multiload at this time for any unrelated trips. Please note, that any violation of this policy may result in a $1000 penalty. 

• If a member is exhibiting specific symptoms of COVID-19 (coughing, fever, shortness of breath), the driver should take the following actions if the member is seeking treatment for a non-urgent condition:

  • Ask the member to call Veyo’s Contact Center, who will provide the member with the relevant nurse’s line or telemedicine phone number.

  • If the member doesn’t have a phone, have the driver call Veyo’s contact center on behalf of the member and obtain this information.

  • If the member is seeking treatment or a test for COVID-19, drivers will advise the member to call their healthcare provider or a nurse line. If the member has a confirmed case of COVID-19 or is seeking treatment or testing related to COVID-19, it is Veyo’s position that the member should not be using NEMT. Please use the COVID-19 cancellation reason if you are cancelling a trip due to specific concerns about a patient and COVID-19.

  • The driver should wait on site while the member calls the appropriate party. They are also advised to tell a member to call 911 if it is a life-threatening emergency.

At this time, we strongly recommend that you: 

• Procure Personal Protective Equipment (PPE) for your drivers. This may include masks, gloves, antibacterial wipes, and hand sanitizer. 

• Have your drivers clean and disinfect frequently touched objects and surfaces, including door handles and seat belts after every trip. 

• Use extreme caution when picking up members from inside facilities. We recommend that the member be brought to the vehicle by a facility worker if possible.

• If available, offer hand sanitizer, masks, or disinfecting wipes to the member.

• If you are using the Veyo app, use the COVID-19 cancellation reason for any trips that are cancelled due to COVID-19.

• Make sure to record accurate vehicle and driver information for each trip. In the case that a member reports a diagnosis of COVID-19, we will need to know which driver transported the member so the drivers can be notified of the potential risk. If a driver reports a diagnosis of COVID-19, we will need accurate trip records for the driver so we can identify any members that may have been transported by that driver and communicate the risk of exposure.

• Tell drivers to stay home if they are experiencing flu-like symptoms or have been diagnosed with the COVID-19 virus.