Non-Emergency Medical Transportation (NEMT) ensures patients can access healthcare when they lack reliable transportation. In Cleveland, three major healthcare systems - Cleveland Clinic, University Hospitals (UH), and MetroHealth - offer tailored NEMT services, including free shuttles, wheelchair-accessible vehicles, and partnerships with services like Uber Health. Here's a quick breakdown:
Each system prioritizes accessibility, with free services for patients and visitors. Coverage areas, hours, and booking processes vary, so choose based on your specific needs.
Cleveland Clinic provides free, wheelchair-accessible shuttles that operate year-round, connecting key locations like the Main Campus facilities, on-campus hotels (such as the Intercontinental and Holiday Inn), and off-campus sites like Hope Lodge and Transplant House. These shuttles run Monday through Friday from 4:45 a.m. to 10 p.m. and on weekends and holidays from 6:30 a.m. to 10 p.m..
For patients with critical needs, the Critical Care Transport (CCT) team offers specialized options, including mobile ICUs, helicopters, and fixed-wing jets. These units are equipped to handle advanced medical situations like mechanical ventilation, ECMO, and neonatal transport. Impressively, the CCT team completes over 7,500 transports annually, covering 48 states and 32 countries.
Cleveland Clinic also partners with Uber Health to expand its transportation options. Using a HIPAA-compliant dashboard, healthcare providers can schedule rides for patients, even if they don’t have a smartphone or the Uber app. Trip details are sent directly via text or phone call. On average, an UberX ride in Cleveland costs about $20.
To support patients further, on-site "Red Coats" offer assistance with mobility challenges, sensory needs, and language interpretation. Additionally, wheelchairs are readily available at no cost across all campuses. Next, let’s look at how to schedule these services and determine eligibility.
Booking transportation is simple. For Main Campus shuttle services, call 216.444.8484 (or extension 48484 if you're on-site) or ask a Red Coat for help. If you need a ride to off-campus locations like Hope Lodge or Transplant House outside regular hours, use the same number and select option 1.
Critical Care Transport services require coordination through the CCT team at 216.444.4846. Referring healthcare providers should have the patient’s diagnosis, current medications, Cleveland Clinic medical record number, and a faxed insurance/demographic sheet ready. For urgent cases like STEMI, stroke, trauma, or OB emergencies, call the acute transfer line at 877.379.2633.
For out-of-state patients, the Medical Concierge service is available at 216.445.5580 (Monday–Friday, 8 a.m. to 4:30 p.m.) to help arrange transportation between the airport, hotels, and the hospital. International patients can reach out to Global Patient Services at +1.216.444.6404 for assistance.
All shuttle services are free for both patients and visitors. Wheelchairs are also complimentary, and valet parking is available for patients with disabilities or seniors at $14, which is the same rate as standard self-parking.
University Hospitals (UH) utilizes the Roundtrip digital marketplace to manage Non-Emergency Medical Transportation (NEMT). This platform connects patients with various transportation options, including ambulatory vehicles, wheelchair-accessible vans, stretcher vehicles, and Basic Life Support (BLS) or Advanced Life Support (ALS) ambulances for higher-acuity needs.
For patients navigating the UH Cleveland Medical Center campus, free CircleLink shuttles are available. These shuttles operate Monday through Saturday from 6:15 a.m. to 5:30 p.m., and Sundays from noon to 5:30 p.m., covering the 35-acre campus. The campus includes key facilities like UH Rainbow Babies & Children's Hospital, UH MacDonald Women's Hospital, and UH Seidman Cancer Center, collectively offering over 1,000 registered beds. Additionally, the RTA HealthLine provides 24/7 transit between downtown Cleveland and University Circle.
Healthcare providers can also arrange rides using Uber Health, a HIPAA-compliant service that communicates trip details via text or phone call, making it accessible to patients without smartphones. Supporting over 15 languages, Uber Health offers multiple vehicle options. In Cleveland, the average UberX ride costs about $20. Studies show that platforms like Uber Health can reduce missed appointments by 83% and clinical trial dropouts by 20%.
Next, let’s explore how UH simplifies the process of coordinating and booking transportation.
In February 2021, Roundtrip was integrated with Allscripts, enabling care teams, including coordinators, social workers, and nurses, to book rides directly from a patient’s medical record without switching systems. Sam Brown, Vice President of System Operations & Logistics at UH, highlighted the impact of this integration:
"Having a comprehensive resource such as Roundtrip for ordering all non-emergency patient transportation needs, improves the experience for our patients while enhancing our workflow efficiencies because of the seamless integration with our facilities across the system."
Patients can reach out to their care coordinator or social worker, who uses the integrated system and a short questionnaire to determine the right transportation option. The system also automates the creation of required medical necessity forms and provides real-time updates via text message.
For facility-to-facility transfers or critical care transport, contact the UH Transfer Referral Center at 216-844-1111 or 800-421-9199, available 24/7. For CircleLink shuttle schedules and routes, reach out to Standard Parking Inc. at 440-623-7615 or 216-844-1387. To schedule general appointments, call the UH Appointment Line at 1-866-UH4-CARE.
MetroHealth operates a network of over 25 locations across Cuyahoga County, serving more than 1 million patients annually. At the heart of this network is the Main Campus Medical Center, which hosts specialized facilities like the Cancer Care Pavilion, Women's & Children's Pavilion, and the Rehabilitation Pavilion.
For added convenience, MetroHealth provides free shuttle services running every 10–15 minutes between key on-campus locations. The shuttle connects the Glick Center, Cancer Care Outpatient Pavilion, Emergency Department, P4 Visitor Parking Garage, and Rehabilitation Outpatient Pavilion. The service operates Monday through Friday from 5:30 a.m. to 8:30 p.m., and on weekends from 9:00 a.m. to 5:30 p.m. If the shuttle is delayed, you can call 216-339-4595 for assistance.
Metro Life Flight offers critical care transportation throughout Northern Ohio, utilizing helicopters, ground ambulances, and Advanced Life Support (ALS) units. Since its launch in 1982, Metro Life Flight has been CAMTS-accredited and features a skilled team of flight physicians, nurse practitioners, and critical care paramedics. Their dual-engine helicopters are equipped with night vision and emergency supplies like blood products. To request their services, contact the 24-Hour Flight Communications Office at 216-957-5433 or 800-233-5433.
To address transportation barriers, MetroHealth also provides prescription home delivery, including same-day options for urgent needs, which helps reduce trips to the pharmacy. Additionally, the Discharge Hospitality Center on the ground floor assists patients waiting for rides. Staff members help with discharge instructions and medications, while caregivers escort patients to their transportation at the Emergency Department entrance.
These services highlight MetroHealth's commitment to accessible care, but understanding eligibility criteria is key to utilizing these resources effectively.
Patients enrolled in Medicaid or Medicare Advantage plans can access Non-Emergency Medical Transportation (NEMT) through their Managed Care Organization (MCO) or a state-designated broker like Modivcare or MTM. Eligibility requirements include lacking access to a working vehicle, a valid driver’s license, or the physical or cognitive ability to safely use public transit.
To schedule a ride, it’s recommended to book 2–3 business days in advance. Your Medicaid or Medicare Advantage ID card will list the contact information for your transportation broker. For recurring appointments, such as dialysis or chemotherapy, "standing orders" can be arranged, allowing rides to be automatically scheduled without the need for repeated calls.
Be ready at least 15 minutes before your scheduled pickup time. Most brokers maintain a 95% on-time performance rate, ensuring drivers arrive within the designated pickup window 95% of the time. If your driver is running more than 15 minutes late past the pickup window, call the broker’s "Where’s My Ride?" hotline for an update. Keep essential items like your insurance ID, government-issued photo ID, and appointment details handy.
Transportation issues account for 25–50% of missed medical appointments nationwide, affecting over 3.6 million people each year. Fortunately, Medicaid NEMT is available at no cost for eligible beneficiaries in all 50 states for covered medical services.
Cleveland Clinic is making strides in mobility support with complimentary wheelchair-accessible shuttles that operate daily across the Main Campus and nearby hotels. Patients can request these shuttles by calling 216.444.8484 or simply flagging down a vehicle along its route. To further assist, the clinic’s trained "Red Coats" are available to help patients facing mobility, sensory, or language challenges. Additionally, free wheelchairs are accessible on all campuses.
For those parking in the P2 Parking Garage, a dedicated golf-cart shuttle service is available to transport patients to key buildings like the Taussig Cancer Center and Glickman Tower, ensuring a smoother journey for those with mobility needs.
MetroHealth is also stepping up its accessibility game with the Apex Outpatient Health Center, a massive 300,000-square-foot facility set to open on April 20, 2026, at the West 25th Street Campus. The center will feature centralized patient registration with self-check-in kiosks to simplify the check-in process. It will also include a 24/7 drive-thru pharmacy, which Dr. Christine Alexander-Rager, President and CEO of MetroHealth, has called "a game changer for our community".
These physical upgrades are complemented by advanced digital tools designed to improve patient transport coordination.
MetroHealth has earned recognition for its digital advancements, achieving Level 10 status in the 2025 Digital Health Most Wired survey. This places it among the top three health systems globally for digital innovation. Dr. Christine Alexander-Rager highlighted this milestone, stating, "We are the only hospital in Northeast Ohio to achieve level 10 informatics status, and only one of two in Ohio".
The Apex Outpatient Health Center will also introduce the Epic Clinic Map system, which replaces assigned exam rooms with a "next-available" model, streamlining operations and improving efficiency.
Meanwhile, Cleveland Clinic is enhancing communication accessibility with Video Remote Interpreting (VRI) through CyraCom, as well as virtual American Sign Language interpretation via platforms like FaceTime and Microsoft Teams. For broader language support, the clinic offers 24/7 over-the-phone interpretation services in over 200 languages.
These technological advancements, combined with physical accessibility improvements, aim to better synchronize transportation services with medical appointments, reducing delays and missed connections for patients.
Cleveland NEMT Services Comparison: Cleveland Clinic vs University Hospitals vs MetroHealth 2026
Cleveland Clinic, University Hospitals, and MetroHealth each take a unique approach to their transportation services. At Cleveland Clinic, patients and visitors can use a flexible shuttle service that can be accessed on-demand through a phone call or with staff assistance. University Hospitals offers the CircleLink shuttle system, which requires a call to 440-623-7615 for route and schedule details. MetroHealth, on the other hand, operates high-frequency shuttles that run every 10 to 15 minutes between parking garages and clinical buildings, with no need for prior booking. These differences allow patients to choose the option that aligns best with their needs.
The operating hours also vary significantly. Cleveland Clinic provides the most extended hours, running from 4:45 a.m. to 10:00 p.m. on weekdays and 6:30 a.m. to 10:00 p.m. on weekends, every day of the year. University Hospitals operates on a narrower schedule, with shuttles available from 6:15 a.m. to 5:30 p.m. on weekdays and from noon to 5:30 p.m. on Sundays. MetroHealth’s shuttles run from 5:30 a.m. to 8:30 p.m. on weekdays and from 9:00 a.m. to 5:30 p.m. on weekends.
Coverage areas are another point of distinction. Cleveland Clinic’s shuttles connect the Main Campus with on-campus lodging and nearby attractions like museums. University Hospitals serves the UH Campus and the University Circle area. Meanwhile, MetroHealth focuses on an on-campus loop, connecting parking garages to various clinical buildings.
MetroHealth also stands out with its valet parking service, which costs $7.00 for stays under one hour, with a daily maximum of $11.00. Weekly visitor passes are available for $15.00. The table below highlights these differences for quick reference.
| Feature | Cleveland Clinic | University Hospitals | MetroHealth |
|---|---|---|---|
| Primary Vehicle Types | Wheelchair-accessible shuttles | CircleLink/University Circle shuttles | Wheelchair-accessible campus shuttles |
| Booking Method | On-demand (phone, staff, or flag down) | Phone for route details | No booking needed (circulates every 10–15 mins) |
| Eligibility | Patients and visitors | Patients and visitors | Patients and visitors |
| Coverage Area | Main Campus, lodging, and museums | UH Campus and University Circle | Main Campus loop |
| Weekday Hours | 4:45 a.m. – 10:00 p.m. | 6:15 a.m. – 5:30 p.m. | 5:30 a.m. – 8:30 p.m. |
| Weekend Hours | 6:30 a.m. – 10:00 p.m. | 12:00 p.m. – 5:30 p.m. (Sun only) | 9:00 a.m. – 5:30 p.m. |
| Cost | Free | Free | Free (valet parking $7.00–$11.00) |
When planning for early or late appointments, Cleveland Clinic’s extended hours - operating until 10:00 p.m. daily - provide added flexibility for patients who need care outside standard schedules. On the other hand, MetroHealth’s shuttles, arriving every 10 to 15 minutes, are a convenient option for on-campus travel without prior booking.
Accessibility is another crucial consideration. If you need wheelchair support or physical assistance, Cleveland Clinic offers flag-down wheelchair-accessible shuttles, while MetroHealth provides additional help through its Discharge Hospitality Center.
Geographic coverage also plays a big role in choosing the right service. Cleveland Clinic connects off-campus locations, while University Hospitals focuses its service around University Circle. If you require door-to-door transportation beyond shuttle routes, check your insurance plan in advance - many Medicare Advantage and Medicaid plans include coverage for NEMT services.
For critical care needs, Cleveland Clinic manages over 7,500 specialized transports annually, ranging from mobile ICUs to air transport. Similarly, MetroHealth’s Life Flight ensures efficient critical care transfers with pre-negotiated rates.
If you’re scheduling a third-party ride, make sure to book it at least 24 hours ahead of time. All three systems provide free basic shuttle services. Ultimately, the best choice comes down to matching the service’s hours, accessibility options, and coverage to your specific appointment and mobility needs.
To book a Non-Emergency Medical Transportation (NEMT) ride with Cleveland Clinic, give their Travel Assistance team a call at 216-445-5580. They can assist you in scheduling your ride and address any specific needs, like accessibility features or special accommodations.
If you’re looking for more details about transportation services, you can check out Cleveland Clinic’s transportation resources or talk directly with their team for personalized support. Calling the Travel Assistance line is the easiest way to ensure your ride is arranged and tailored to your needs.
MetroHealth provides Non-Emergency Medical Transportation (NEMT) services to individuals who face challenges in getting to their medical appointments. These challenges may stem from health issues, age-related limitations, or the absence of dependable transportation. Typically, eligibility extends to patients with coverage through major insurance plans, Medicare, or Medicaid. For precise information about qualifications or how to access these services, it’s a good idea to reach out to MetroHealth directly or discuss your options with your healthcare provider.
Cleveland Clinic, University Hospitals, and MetroHealth each provide Non-Emergency Medical Transportation (NEMT) services, each designed with a specific focus to meet patients' needs.
Cleveland Clinic offers a broad range of travel support, including shuttles, parking assistance, and visitor travel services, all aimed at making trips to their main campus as seamless as possible. University Hospitals concentrates on on-campus accessibility, featuring free shuttles within University Circle and valet parking to ensure easy access to their facilities. MetroHealth prioritizes frequent and reliable transportation, with shuttles running every 10–15 minutes, valet services, and detailed parking options to simplify patient visits.
Although their approaches differ, all three institutions are dedicated to improving mobility for their patients, focusing on distinct aspects of the healthcare experience.