FAQ

How do I make a booking?
Call our dispatch office at 289-338-4188. The dispatcher will ask you a few questions as per the section called “Booking Information Gathered at Dispatch” below.

When should I contact dispatch to book a transfer?
Call our dispatch ASAP. We can then provide more responsive pick-up times, particularly for same day transfers. Last minute bookings and appointments are a specialization for us so we are well prepared for such transfers. However, the more lead time provided for an expected transfer allows for refinement in schedules that benefits all parties involved.

Why do you need my name?
We need to know who booked the call in case we need to do any follow-up calls for that particular transfer.

Why do you ask for the appointment time?
If there is not enough travel time allotted, the patient may miss their appointment. We monitor various daily conditions (such as weather, traffic delays, etc.) and will suggest an earlier time to allow for these elements.

Will York Simcoe Transfer Service honor a DNR order?
Yes. As part of our protocols, we will verify if a patient has a valid DNR during the dispatching process and when our attendants arrive for pick-up. We will require that a copy of the DNR to accompany the patient during transfer. All our employees are trained to honor such DNRs.

Why do you require the patient’s weight?
If the patient is in excess of 250 lbs, a secondary crew may be required to safely transfer the patient. By providing the patient’s weight when booking will avoid any delays and ensure the patient’s needs are properly met during the transfer.

Do you allow family members to accompany patients?
Yes, in fact we encourage this, as it is usually comforting to the patient.

What do I do if the patient is going to pay?
Have the patient or family member call our office and we will take care of the rest. We accept cash, cheque, credit card (Visa or Mastercard) and Apple Pay.

Booking Information Gathered at Dispatch
• Caller’s first name
• Hospital or Facility calling
• Department
• The date in which the transfer is to take place
• A requested pick up time
• The patient’s appointment time (if required)
• If this transfer requires us to stay and wait for the patient (referred to as a treat and return)
• Patient’s first and last name
• Any DNR information
• Patient’s weight in pounds (if over 250 lbs we would need the exact weight)
• Oxygen required and rate
• Pick up Facility, or residential address; floor, unit/apartment, room, buzzer code
• Any escorts that would be accompanying the patient (I.E. nurse, guard, family)
• Destination Facility including floor, unit/apartment, room, buzzer door code, and number of stairs (if applicable)
• Whether the patient can ambulate or wheelchair to the vans.