FAQs
1. General & Service Questions
What type of transportation service is CM2 Care?
Concierge Medical Care & Mobility LLC (DBA Concierge Medical Mobility) is a premium, specialized Non-Emergency Medical Transportation (NEMT) and mobility support provider. We are strictly a non-emergency service—we provide professional transit and door-through-door physical assistance, not emergency medical care or ambulance services.
What does “Door-Through-Door” service mean?
Unlike standard curb-to-curb drivers who wait in the driveway, our certified attendants safely assist Guests from inside their residence or facility room, across the threshold, into the vehicle, and directly inside their destination (such as a clinic lobby, doctor’s office, or home interior).
What is your service area?
Our pickup originations strictly serve North of the 101 Freeway and East of the I-17 Freeway (covering Cave Creek, Carefree, North Scottsdale, and North Phoenix). From this origin area, we will take Guests anywhere across the Phoenix Valley, statewide, or interstate (including specialized Arizona-to-California transfers).
Do you offer long-distance or state-to-state trips?
Yes. We specialize in long-distance medical transfers. For guest safety, any trip with a travel distance exceeding 6 hours one-way automatically includes a second certified driver/attendant on board for continuous support and driver rotation.
2. Booking, Hours & Pricing
What are your operating hours?
Our standard operating and dispatch hours are Monday through Saturday, 4:00 AM to 8:00 PM. Off-hours, Sunday, and 24/7 scheduled transports are readily available upon prior request.
How do I schedule a ride?
Rides can be scheduled by calling dispatch directly at (602) 529-4474, emailing dispatch@cm2care.com, or using our secure online booking intake form. Facility partners can also book directly through our Partner Login portal.
How much does a ride cost, and what payment methods do you accept?
Because every Guest’s mobility needs, vehicle configuration, and travel distances vary, we provide transparent, upfront custom quotes with no hidden fees. We currently accept Private Pay (credit/debit cards, out-of-pocket) and direct corporate facility billing.
3. Vehicle Features & Guest Amenities
What vehicles do you use?
We deploy the latest (RF) Conversion Vans featuring load-flat floors, black leather interiors, and specialized seating capable of comfortably accommodating up to 2 wheelchairs and 3 ambulatory Guests simultaneously.
What amenities are available during the trip?
All vehicle amenities are deliberately placed within physical reach of the wheelchair Guest, including:
- Dedicated USB device charging ports and independent rear A/C climate controls.
- American Skin Cancer Society certified window tinting that rejects 99.9% of UV and Infrared heat rays.
- Complimentary fresh bottled water (when Guest is not on fluid/NPO restrictions), tissues, hand sanitizer, and masks.
How are wheelchairs secured in the vehicle?
Every vehicle is equipped with heavy-duty floor tracks, 4-point wheelchair harness tie-downs, and dedicated 3-point seatbelt restraints to ensure maximum safety and stability while in motion.
4. Safety, Credentials & Privacy
How are your drivers vetted and trained?
100% of CM2 Care attendants undergo rigorous fingerprint background checks, criminal history checks, and motor vehicle record evaluations. Every attendant is PASS (Passenger Assistance Safety and Security) certified and CPR/First Aid certified.
How are drivers trained on disability etiquette?
Every CM2 Care attendant is personally trained by our Brand Ambassador, Steve Norton—a wheelchair user and active advocate in the disability community. Steve trains our staff on proper etiquette, respectful communication, and true dignified care.
How do you protect Guest privacy?
We maintain strict 100% HIPAA compliance across all telecommunication, email, and dispatch infrastructure. In addition, we execute Non-Disclosure Agreements (NDAs) for every single ride to guarantee complete confidentiality. For vehicle security, onboard cameras are visual-only—cabin audio recording is strictly disabled to protect Guest privacy.
5. Facility Partners & Case Managers
How do you support hospital discharge planners and case managers?
We eliminate discharge bottlenecks with guaranteed arrival windows and rapid dispatch. Following every trip, our system automatically generates a digital Mobility & Encounter Record (MER) detailing transit observations, driver notes, and hand-off signatures, syncing it directly to your facility portal.
Do you execute Business Associate Agreements (BAAs)?
Yes. We readily execute formal Business Associate Agreements (BAAs) with hospital networks, rehab centers, and post-acute facilities prior to initiating transport workflows.
6. Trip Logistics & Special Requirements
Can a family member or caregiver ride along with the Guest?
Yes, absolutely. We allow one family member, caregiver, or escort to ride along with the primary Guest at no additional charge. Because our spacious conversions can accommodate up to 3 ambulatory passengers alongside 2 wheelchairs, larger groups are always welcome to join the trip. Please note that any riders beyond the first complimentary companion may be subject to an additional transport charge.
Can a Guest bring their own medical oxygen on board?
Yes. Guests may bring personal, portable oxygen equipment, provided they have documented physician authorization to self-regulate and manage their own oxygen supply during transit. Please note that while our drivers are CPR and First Aid certified, they are strictly prohibited from administering, adjusting, or monitoring medical oxygen regulators.
What happens if a Guest is not quite ready when the driver arrives?
We understand that mobility takes time. To balance compassion with our commitment to exact arrival times for all Guests, our drivers honor a standard 10-minute grace and wait period for Guest readiness.
What is your cancellation and no-show policy?
Because we guarantee exact arrival times and dedicate a vehicle specifically to your schedule, we require minimum advance notice for cancellations or rescheduling. Trips canceled without proper notice or “no-shows” (failing to appear for a scheduled trip) may be subject to a cancellation or full trip fare fee.
What is your policy for transporting Guests with severe memory loss or dementia?
The safety of our vulnerable Guests is our highest priority. For Guests with severe cognitive impairments (such as advanced dementia or Alzheimer’s) or minors, we mandate a strict “Caregiver Hand-Off” protocol. A pre-authorized caregiver or facility staff member must be present at the destination to receive the Guest. Our drivers will never leave a vulnerable Guest unattended at a drop-off location.
Do you transport Guests who require a gurney or bariatric services?
We currently specialize in premium ambulatory, wheelchair, and powerchair transit, providing safe physical guidance and wheelchair maneuvering. While our drivers do not perform manual medical heavy-lift transfers, we are actively expanding our fleet and will be introducing dedicated gurney and bariatric transport services in the near future. Please feel free to check with our dispatch team for updates on the availability of these upcoming services.
7. Unforeseen Events & Health Crises
What is your protocol if a Guest experiences a sudden health crisis during transit?
We are strictly a non-acute mobility service, meaning our vehicles do not carry paramedics or life-support equipment. If a Guest experiences an acute health event while in our care, our primary protocol is immediate safety. Our drivers—who are all CPR and First Aid certified—are trained to safely pull the vehicle over, administer basic first aid if necessary, and immediately contact 911 for professional first-responder intervention. Our dispatch team will simultaneously notify all authorized family contacts and the receiving facility.
What happens if a vehicle experiences a mechanical issue during a trip?
We utilize a premium fleet of the newest, meticulously maintained Chrysler Pacifica vans to ensure maximum reliability. However, in the highly unlikely event of a mechanical delay, our real-time GPS dispatch system is instantly alerted. Our protocol is to immediately dispatch a priority backup vehicle to your exact location to seamlessly resume the trip, while our dispatch team maintains continuous communication with the family and the facility case manager.
How do you handle severe weather, road closures, or other “Acts of God” (Force Majeure)?
While we pride ourselves on guaranteed, exact arrival times, the physical safety of our Guests is always our ultimate priority. In the rare event of severe weather (such as extreme Arizona monsoon storms), sudden road closures, or other unforeseen force majeure events that make travel unsafe or impact transit times, our dispatch team will immediately notify the Guest, their authorized contacts, and the destination facility. We will maintain real-time communication to either provide updated arrival estimates or safely reschedule the trip.
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