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COMMONWEALTH of VIRGINIA DEPARTMENT OF MEDICAL ASSISTANCE SERVICES 600 East Broad Street, Suite 1300 Richmond, VA 23219 March 29, 2011 ADDENDUM No. 1 TO VENDORS: Reference Request for Proposal: RFP 2011-05 Dated: March 3, 2011 Due: April 19, 2011 ATTENTION: The due date and time for submission of proposals has been changed to 10:00 AM local time on April 19, 2011. Revise §7.6 to read: The Offeror shall submit an original and six (6) copies of the Technical Proposal and one original of the Cost Proposal by the response date and time specified in this RFP. Each copy of the proposal shall be bound separately. This submission shall be in a sealed envelope or sealed box clearly marked “RFP 2011-05 Technical Proposal”. In addition, the original of the Cost Proposal shall be sealed separately and clearly marked “RFP 2011-05 Cost Proposal” and submitted by the response date and time specified in this RFP. The Cost Proposal forms in Attachments XIV shall be used. The Offeror shall also submit one (1) electronic copy (compact disc) of their Technical Proposal in MS Word format (Microsoft Word 2003 or compatible format) and of their Cost Proposal in MS Excel format (Microsoft Word 2003 or compatible format). In addition, the Offeror shall submit a redacted (proprietary and confidential information removed) electronic copy in PDF format of their Technical Proposal. See Attached for the Department of Medical Assistance Services response to questions/inquiries as submitted by potential Offerors. NOTE: See Revised Attachment VII also included in the attachment Add: RFP - Attachment XVIII - PROPRIETARY/CONFIDENTIAL INFORMATION IDENTIFICATION - This form must be included in offerors Chapter Six - Required Forms

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COMMONWEALTH of VIRGINIA DEPARTMENT OF MEDICAL ASSISTANCE SERVICES

600 East Broad Street, Suite 1300 Richmond, VA 23219

March 29, 2011

ADDENDUM No. 1 TO VENDORS: Reference Request for Proposal: RFP 2011-05 Dated: March 3, 2011 Due: April 19, 2011 ATTENTION: The due date and time for submission of proposals has been changed to 10:00 AM local time on April 19, 2011. Revise §7.6 to read: The Offeror shall submit an original and six (6) copies of the Technical Proposal and one original of the Cost Proposal by the response date and time specified in this RFP. Each copy of the proposal shall be bound separately. This submission shall be in a sealed envelope or sealed box clearly marked “RFP 2011-05 Technical Proposal”. In addition, the original of the Cost Proposal shall be sealed separately and clearly marked “RFP 2011-05 Cost Proposal” and submitted by the response date and time specified in this RFP. The Cost Proposal forms in Attachments XIV shall be used. The Offeror shall also submit one (1) electronic copy (compact disc) of their Technical Proposal in MS Word format (Microsoft Word 2003 or compatible format) and of their Cost Proposal in MS Excel format (Microsoft Word 2003 or compatible format). In addition, the Offeror shall submit a redacted (proprietary and confidential information removed) electronic copy in PDF format of their Technical Proposal. See Attached for the Department of Medical Assistance Services response to questions/inquiries as submitted by potential Offerors. NOTE: See Revised Attachment VII also included in the attachment Add: RFP - Attachment XVIII - PROPRIETARY/CONFIDENTIAL INFORMATION IDENTIFICATION - This form must be included in offerors Chapter Six - Required Forms

Special Note: Item 297 (MMMM.1)(a) of the 2011 Appropriations language requires DMAS to expand managed care (Medallion II) into the Roanoke/Alleghany region by January 1, 2012 and into the far Southwest by July 1, 2012. These expansions will impact approximately 119,000 Medicaid/FAMIS members (75,000 for Roanoke/Alleghany and 44,000 for the far southwest). Proposed rates should take these expansions into consideration. In the event these managed care expansions do not take place, the parties shall enter into good faith negotiations and may agree upon revised payment terms to adjust to the change in volume. Data that reside at the Department shall serve as the final authority for determination of volume. Note: A signed acknowledgment of this addendum must be received by this office either prior to the due date and hour required or attached to your proposal response. Signature on this addendum does not substitute for your signature on the original proposal document. The original proposal document must be signed. Sincerely,

William D. Sydnor Contract Management Director Name of Firm: ____________________________ Signature and Title: ________________________ Date: __________________________________

Non-Emergency Transportation Services RFP 2011-05 Questions and Answers

# RFP

Reference Page # Question Answer

1 1.1 9 Please describe the difference between DMAS out-of-

state transportation and brokered out-of-state transportation.

On occasion, the Broker is responsible for transportation services to enrolled Virginia Medicaid providers that may be as much as an hour into a bordering state. An example is Duke University Medical Center and other hospitals and physicians in DC, MD, NC, KY, TN and WV. For Virginians near the border, these enrolled Virginia Medicaid providers are closer than medical services in Roanoke or the three teaching hospitals in Charlottesville, Richmond and Tidewater. DMAS considers these "in-state" for brokerage purposes. With the approval of the Medical Support unit at DMAS, some Medicaid patients are authorized to be transported to receive specialized treatment that is not available in Virginia. These out-of-state trips are the responsibility of DMAS and the broker should refer them to the Transportation Unit.

2 1.1 9 This paragraph states that it is the intent of DMAS to make a single award, yet on page 80, Section 8.3 Contract Award states that a selection will be made of two or more Offerors deemed to be fully qualified and best suited among those submitting proposals. Can DMAS clarify if a single award is the goal, or if multiple vendors may be chosen to operate different regions?

A single award will be made.

3 1.1 9 Taking into consideration the history of Virginia’s brokered program, including the exit of a regional broker, it would appear that this experience would lend itself to consider contracting with multiple NEMT brokers (perhaps by region) to protect the membership and DMAS from any one entity not performing all terms and conditions. Would DMAS consider allowing for regional bids, rather than one single, statewide broker?

DMAS is procuring for a single, statewide broker.

2

4 1.1 9 This paragraph mentions members enrolled in MCOs and those in the ALTC program, among others. Please clarify whether these items are a change in the scope of services under the current contract. Please also clarify whether the data presented in Attachments 3 – 12 include services provided to members enrolled in MCOs, the ALTC program, etc. which are not covered under this RFP. Since potential offerors must rely on the data presented in the attachments, it is critical to confirm that the attachments relate only to the scope of services covered in the RFP. If they do not, please provide new attachments containing only the data pertaining to the services requested in this RFP’s scope.

ALTC members are covered under the current contract. The data presented in the RFP Attachments includes the ALTC members.

5 10 Will DMAS to require that NEMT Providers to obtain WMATC operating authority in order to operate between Virginia, DC and Maryland?

Yes, this applies to NEMT providers who transport Northern Virginia passengers (including Virginia Medicaid members) to the District of Columbia or the Maryland counties of Montgomery and Prince George's. Information about the Washington Metropolitan Area Transit District (Metropolitan District) and forms for obtaining Irregular Route Authority is on the Web at http://www.wmatc.gov/. The broker can only assign such trips to providers with WMATC authority.

6 1.2 10 In the third paragraph, it states that there are approximately 332,614 Medicaid and FAMIS fee for service members; however, schedule B-1 PMPM Calculation Chart shows statewide membership at 269,646. Can DMAS please explain the difference in these two numbers? Are there a portion of the 332,614 that are not eligible for NET services?

The enrollment count of 269,646 from schedule B-1 is an average for a one month period. The 332,614 figure on page 10 is a count of the unique enrolled members for a one year period. Annual counts are always higher due to member churning.

3

7 1.2 10 The current RFP states if there is a financial burden, the contractor should schedule transportation even though there is vehicle in the home. That terminology was not included in the 2011 RFP. Was this removal intentional and DMAS is stating that if a vehicle is in the home, the member must use their own vehicle?

No, it was not intentional. See Ch. IV, page 3 of the DMAS Transportation Manual (http://websrvr.dmas.virginia.gov/ProviderManuals/Default.aspx). Transportation is provided and covered if the recipient does not own an operable automobile or cannot operate it safely. Transportation is covered if the recipient has no other transportation available from a spouse or, in the case of minors, from a custodial parent. The driver must have a valid operator's license and the vehicle must be properly registered and inspected. The vehicle must be in operable condition and available for use at the time of the appointment. Exceptions to "no other transportation available" shall be made for recipients who are going to dialysis treatment, chemotherapy, or radiation treatment; who are receiving foster care; who are enrolled in a Medicaid home- or community-based waiver; and when the length or frequency of the trip(s) would impose a financial burden on the recipient or the recipient's family.

4

8 1.3 & 4.4.3 13 & 28 The RFP indicates a need to ensure timely pick-up of members following the completion of their appointments when the time for the return trip cannot be scheduled in advance. Pick-up must occur within 60 minutes of the Contractor receiving notification that the member’s appointment is completed. The Contractor shall ensure that the member is returned to their designated destination (page 28). The RFP defines on-time as fifteen (15) minutes before the scheduled pick-up time until fifteen (15) minutes after the scheduled pick-up time of any leg of a trip. If the vehicle arrives within this span of time, the vehicle is on time for the pick-up. For an unscheduled pick-up (e.g., after a medical appointment), “on time” is within 45 minutes of the time the Contractor is notified that the member is ready to be picked up (page 13). For unscheduled pick-up (e.g. after a medical appointment), is the requirement to be “on time” 45 minutes for 60 minutes?

For an unscheduled pick-up, the requirement is that the Contractor must pick the member up within 60 minutes after notification.

9 1.3 14 The RFP defines standing orders as recurring or repetitive trips that occur one (1) or more days a week with the same pick-up point, destination and return. Trips to dialysis, adult day health care, day support and supported employment are examples of services that often are treated as standing orders. Allowing standing orders for one and two days increases the risk of erroneous subcontractor invoicing. DMAS maintain the current plan and provide exceptions for certain treatment types?

The intent of this question is not clear. Therefore, we are not able to respond.

10 1.3 14 Please define the term “voucher” and how it is utilized in the current brokerage program.

A voucher is a document that authorizes a willing transportation provider to be reimbursed for providing transportation to the holder of the voucher up to the amount indicated on the document.

5

11 1.3 14 Is it the intent of DMAS to require the Broker to properly pay the NEMT Provider the cost of supplying the Transportation Attendant when required by DMAS to supply an attendant?

Yes.

12 1.3 15 Please describe how Volunteer drivers are reimbursed, is it a gas reimbursement only?

See Question 79.

13 1.3 15 Are Medicaid members eligible for reimbursement if they are driving themselves?

Yes, in certain cases. See DMAS Transportation Manual Chapter IV, page 3, paragraph titled: Guidelines to Determine Transportation Necessity, paragraph number 1, title Mobility, see last sentence

14 2.1 j 15 To the best of DMAS’ knowledge, does the incumbent contractor adhere to the prompt pay regulations and reimburse NEMT providers within 30 days? Please describe the invoicing and payment time frames currently in place.

The broker is now in compliance with the requirement. The DMAS transportation contract requires timely payment to each transportation provider based on authorized services rendered. Upon submission of an accurate invoice with proper documentation, full payment for all cleared trips is due to the transportation provider within thirty (30) days.

15 2.1 n 15 It would be very helpful to allow potential offerors to review the management reports and member/facility/provider satisfaction surveys mentioned in this section in order to gauge the quality of the current program and to prepare our responses accordingly. Have such surveys been completed regularly under the current contract? If so, please provide copies of the most recent results of all such surveys collected along with a copy of the incumbent contractor’s most recent Annual Transportation Report.

The most recent member satisfaction survey results and the most recent Annual Transportation Report are attached. Provider and facility satisfaction surveys are new requirements under this RFP.

16 2.2 16 The last paragraph in this section mentions good faith negotiations towards revised rates based on fluctuations in enrollment volume. Has the incumbent contractor negotiated rate increases for any other reasons over the course of their contract? If so, for what? Please provide a history of the adjustments in the contracted PMPM rates over the life of the contract, along with the current enrollment and the current PMPM rate.

DMAS is open to good faith negotiations as part of the contracting process with all contractors. Current enrollment and PMPM rates are included in Attachment XI.

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17 4.2 18 What is the definition of mini-buses as used in this section? What level of insurance is required of mini-buses?

A mini-bus is also known as a "cutaway" or "body-on-chassis." It has a seating capacity of 15, including the driver and does not require a commercial driver’s license.

18 19 How will DMAS or the broker determine the basis to begin the adjustment for cost of living increases and fuel price adjustments?

If fuel prices continue to escalate between April and October, will DMAS require the current Broker to implement fuel cost adjustment to NEMT Provider rates?

Capitation rates will not be adjusted for cost of living or fuel increases/decreases. This question is not relevant to the procurement.

19 4.2 19 The RFP indicates that the Offeror shall submit with its proposal Letters of Commitment from NEMT providers with whom the Offeror intends to negotiate contracts. Letters of Commitment shall not be exclusive and transportation providers may sign letters with multiple Offerors. Each Letter of Commitment shall include the number of vehicles by type that the NEMT provider operates and the geographic areas in which the NEMT provider will operate. As the incumbent, we have a fully active NEMT provider network. Is it sufficient to provide the signature page of the agreement for each NEMT provider with a separate sheet that indicates the additional required information in lieu of obtaining letters of commitment from an existing network provider?

No.

20 4.2 19 Please provide a list of all transportation providers currently participating in the NEMT program to include name, address, contact, and telephone number.

The incumbent Broker deems its provider network to be proprietary under the Freedom of Information Act. However, a list of ambulance companies enrolled with Virginia Medicaid is attached in response to Question 24.

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21 4.2.1 19 Contracts with NEMT Providers, Section C. Since providers all have individually negotiated rates based on many factors (geographical coverage, hours of operation) Is DMAS wanting the Broker to develop a policy and internal procedure for reviewing transportation provider rates in a comprehensive manner that incorporates cost of living increases and fuel price fluctuations?

Yes.

22 4.2.1 19 The current contract provides a CPI rate adjustment based on the Baltimore/Washington indices. Would DMAS consider adding language into the contract which would provide for such annual review and adjustment?

No.

23 4.2.1 19 Would DMAS consider adding language to the contract to provide for cost pass-through fuel adjustment payments for significant increases in fuel prices?

Yes.

24 4.2.1 c 19 Please provide a list of all ambulance companies currently enrolled with DMAS able to provide service in the NEMT program.

Yes, the list is attached.

25 4.2.1 20 Contracts with NEMT Providers, Section F. Please acknowledge that by maximizing contracts with CSBs, Area of Aging, transit systems, etc. will decrease the amount of trips available to assign to Small, Woman and Minority owned businesses?

Acknowledged.

26 4.2.2 20 Is it the intent of DMAS to require the Broker to include cost of living adjustment and fuel escalation clauses in their contracts with NEMT providers?

No.

27 4.2.2 20 Will the model contract requirement be that a NEMT Provider Contract includes effective dates and duration, a termination date, and renewal options?

Will the contract dates coincide with the dates of the contract between DMAS and the Broker for current NEMT Providers?

Yes. Yes.

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28 4.2.3 21 What is the historical data/cost for these attendant claims? Are there standard reimbursement rates?

REVISED DATA: Calendar Year 2009: Number of members receiving attendants: 97 Total # of trips for 97 members: 16,166 Total amount paid: $248,018.67 Calendar Year 2010: Number of members receiving attendants: 113 Total # of trips for the 113 members: 28,892 Total amount paid: $430,053.00

29 4.2.3 21 We have heard from many providers that the number of attendants provided is artificially depressed because the incumbent’s rate structure is not adequate to cover the cost of the necessary attendants. What has the Department heard about this issue? Is it reasonable to accept that only 20 trips required attendants in the entire statewide service area over the most recent year?

DMAS’ rates are actuarially based. Individual rates are negotiated between the contractor and providers. See Question 28.

30 4.2.5 22 Is the current “on-time” standard the same as the prescribed “+/- 15 minutes from scheduled pick-up time” outlined in this section? If so, what is the incumbent contractor’s reported on-time percentage, and how is the data collected or checked to support these statistics?

Yes. Data is self-reported. Encounter and complaint data are periodically used to verify self-reported data.

9

31 4.3 23 The City of Norton is not centrally located within the State. Would other locations be considered for the call center location?

No, the call center must be located in the City of Norton per Item 300 E of 2011 Budget Bill. Authority: Title 32.1, Chapters 9 and 10, Code of Virginia; P.L. 89-87, as amended, Title XIX, Social Security Act, Federal Code.

“In addition to any regional offices that may be located across the Commonwealth, any statewide, centralized call center facility that operates in conjunction with a brokerage transportation program for persons enrolled in Medicaid or the Family Access to Medical Insurance Security plan shall be located in Norton, Virginia.”

10

32 4.3 23 Although it provides an unusual advantage to the incumbent contractor, we can accept that the State is requiring a centralized call center to be located in Norton, VA for economic impact reasons. In the event of a transition, it would be only logical for the incoming contractor to attempt to retain as many of the incumbent’s experienced employees as possible – and possibly to negotiate to assume the lease on the existing call center facility as well. However, this requirement also provides the outgoing contractor (who is likely to be quite dissatisfied with the State’s selection decision) with the potential to disrupt a successor contractor’s ability to start-up smoothly. Has the Department taken this into account? If so, can the Department provide any assurances as to whether the existing workforce or facility will be available to a successor contractor? Please provide whatever information might be available on either the existing workforce (# of employees by classification, average wage rates, etc.), or on the existing facility (size, monthly lease rate, etc.) in order to facilitate this process.

Yes. No. This information is not available and is proprietary to the incumbent. However, your research on the business environment could include the Norton Industrial Development Authority (NIDA) on the web at http://www.nortonida.org/ or (276) 679-1160 for more information on call centers in Norton.

33 4.3.1 23 Do the figures presented in Attachment 3 represent the current contractor’s call volume solely for this scope of work, or do they also include calls related to the multiple MCO contracts operated out of the Norton call center as well? If combined, please provide a breakout of those related only to the DMAS portion so we can adequately analyze and “right-size” the call center’s staffing.

The figures reflect the call volume solely for this scope of work.

34 4.3.4 25 Does the incumbent contractor currently meet the performance standards listed in this section? Please provide the current performance in relation to each of the standards.

Yes. See attached CY 2010 Call Center Stats.

11

35 4.4.2 d 26 The RFP requires that the member be informed of transportation arrangements during the initial request or the member must be informed by phone, fax or email. If the Contractor provides a member website to handle transportation requests, could the member be updated via the website instead if that is where the request originally came from?

Yes.

36 4.4.2 e 27 This section requires notification of the member in writing after each denial. Please provide the approximate number of mailings during the past 12 months so we may adequately budget postage, among other items.

For CY 2010, approximately 13,340 denials were reported. See Attachment IX for SFY 09 and SFY 10 data.

37 4.4.3 27 The RFP does not provide a timeframe for an advance notice requirement. Does DMAS intend on indicating an advance notice requirement? If not, what are the parameters for determining a satisfactory interval for DMAS participants?

An advance notice requirement should be included and explained in the Proposal. DMAS has worked with 1 day, 2 day and 5 day advance notices. The goal of the advance notice requirement is to allow the broker time to have all trips covered and to eliminate complaints of Provider Late, Provider No-Show and No-Vehicle-Available.

38 4.4.3 i 28 This section mentions obtaining access to “hospital discharge software”. Is there a specific software product or system required?

The system we know to be in use in Virginia is "Curaspan RideCentral" by Curaspan Health Group Systems.

39 4.4.5 29 Is the requirement for every vehicle to have a cell phone or two-way radio in the current contract?

Yes.

40 4.5 30 Driver, Attendant, and Vehicle Requirements. If the broker contracts with CSBs, Area on Aging, Ambulance Companies whose internal driver and vehicle standards meets or exceeds those required in this contract, would the DMAS allow for Delegated credentialing to these vendors as long as an annual on-site review of those records was performed and documented through policies, procedures and review guides. This would eliminate some of the administrative burden and cost for both parties of having to copy these documents.

Yes.

41 4.5.1 30 Two minor moving violations in a three year period is a very high standard. Would DMAS consider a point system that reflects major and minor moving violations?

No.

12

42 4.5.1 30 Is the FBI fingerprinting is a new requirement?

FBI clearances take some time to come back from the agency. Can there be a conditional qualification based on the report being processed by the FBI?

Yes. Drivers will not be able to transport Medicaid patients until their FBI check is received.

43 4.5.1 30 Does this mean that a new FBI clearance must be run each year? Would DMAS accept other national database searches?

After an initial fingerprint check for an individual, a search service may be used for future record checks.

44 4.5.2 33-w The DMV has separate insurance classifications for taxicabs and for irregular route common carriers. There does not appear to be a classification that includes taxis and multi-passenger vans in the same category. Will multi-passenger vans and mini-buses seating between 7-15 passengers require $1,500,000 liability insurance?

Yes. That is the current DMV requirement.

45 4.5.6 38 Will DMAS support the Contractor in requesting members not already excluded per the RFP, to take public transportation unless they provide documentation from their physician?

DMAS is unsure that CMS would support a mandatory public transportation requirement. The RFP requests that proposals describe a plan to efficiently use fixed-route public transportation for members in the areas where fixed-route public transportation is currently available.

46 4.6 38 Can the trip manifests referred to in this section be electronic and/or Web based? If so, can the 48 hour requirement be relaxed based on agreement with the providers?

Yes. Yes, as long as it does not result in an increase in Provider Late and Provider No Shows.

47 4.6 38 The RFP indicates that the trip manifest should reflect the weight of member including mobility devices and medical equipment to ensure safe lifting capacities; and, For members scheduling ambulatory transportation, do we need to get their weight or is this for members being transported via wheelchair or stretcher only?

Yes.

13

48 4.8 D 39 DMAS has acknowledged that fraud has been removed from the system since the inception of the program. This section extends the NET providers ability to file claims from 90 days to 180 days. By allowing a greater amount of time before a provider submits their claims for payment creates difficulties in our ability to verify attendance with members and facilities due to their ability to recollect specific transports. Would DMAS considering keeping 90 days in place?

No.

49 4.9.3 42 Trip Utilization/Claim Data Elements has element for “4. Date/time of request,” but it is unclear if this is the date/time of reservation or the requested pickup time (when pickup is not based on appointment time), and typically both are needed in a database of this sort. Which is being requested here?

Element #4 represents when the request for transportation services was received by the contractor. Element #8 is the scheduled (requested) pick-up time.

14

50 4.10.7 47 This section of the RFP requires secure email communication. It appears to discuss two options. The first requires secure email via the Internet with 128-bit encryption, browser-based and no certificates. It then discusses a TLS connection between DMAS and the Contractor using greater than 128-bit encryption. Is the Contractor required to accommodate both

types of secure email or just one? Does the agency have a preference as to the

method of email discussed in this requirement? Can you define what email system VITA is

currently using that we may have to interface with.

If DMAS would like to use TLS email

connections what system would we connect to i.e. Exchange or some other system using a SMTP connector?

If using a TLS connection does DMAS

currently have a certificate from an outside certificate source?

Please clarify this section if possible.

DMAS requires one or the other. TLS is the easier less user-intensive method, but more technical-intensive where we would have to have VITA assist in setup on the DMAS side, along with setup on the vendor-side technically. Once TLS is technically set up, there is little to no maintenance required. TLS is the preferred less user-intensive method. VITA is using an MS exchange based email [Outlook] system. Secure email to DMAS will be provided by IronPort once we fully transition to VITA. It would be MS Exchange with proper, secure routing [more than likely through the VITA IronPort software]. While DMAS does have certificates, it is up to the Contract vendor to provide additional certificates and cover the cost involved to provide this service. As stated in the RFP requirement, DMAS would not be responsible for the cost of any certificates as “all expenses incurred… between the Contractor and DMAS… shall be the responsibility of the Contractor”.

51 4.11 47 Are the Web site requirements listed in the RFP part of the current contract? If so, is it possible to assume management of the existing Web site to minimize duplication and any confusion with users?

The current web site URL is owned by the current contractor. All of the current contractor’s web site software is proprietary and non-transferable.

15

52 4.14 50 Please clarify the monthly and quarterly report information. It states that cumulative quarterly reports are included in the monthly as a separate report. Is this a rolling quarterly report or a standard calendar quarterly report?

This is a rolling quarterly report.

53 4.15.1 50 The current RFP indicates that the call center shall operate twenty-four (24) hours per day, seven (7) days a week, including evenings, weekends, and holidays. Is it the intention of DMAS to have reservations taken Monday through Friday during normal business hours?

Most reservations will be made during those normal business hours by phone and with a web-based reservation system. Nevertheless, DMAS expects that some level of staffing will be necessary for trip cancellations, re-routes, ER discharges.

54 4.23.2 f 62 The RFP states that the Contractor shall notify the DMAS for approval of NEMT provider recoupment in amounts over $2,000. Providers erroneously bill all the time and adjustment/recoupment are needed in every accounts payable cycle, so we would like to ask the following questions: What is the basis for DMAS wanting approval

on every one of these situations? Is this a requirement that extends to the current

MCOs as well, that when they recoup dollars from medical providers, DMAS must approve this first?

In lieu of prior approval would DMAS consider,

would DMAS any other communication process since these recoupments are already incorporated into the Cost verification reports what method besides?

To verify the cause, amount and frequency of recoupments. The MCO contracts with their providers are not relevant to this brokerage contract. The intent of this question is not clear. Therefore, we are not able to respond.

55 6.2 (A) 66 How will the contractor know when an individual is on “spend- down”? Is this indicated on the eligibility files available to the contractor?

The enrollment roster sent to the contractor only includes those members who are actually eligible for NEMT services. Members who are on spend-down only receive eligibility once their spend-down requirements have been met.

16

56 6.2 66 Approximately when, during the month, does DMAS typically pay the contractor?

The current contractor is paid around mid-month for the current month of enrollment. However, DMAS plans to change this under the new contract to align with the payment schedule currently used for all of DMAS’ other capitated risk contracts. The MCO contracts are paid retrospectively on the first Friday of the month following the member’s enrollment.

57 6.2 66 The RFP states that “Capitation payments made to contractor would be adjusted retroactively due to member death and the dollars recouped. This is a bit confusing since later on it states that the broker would not be paid for any retroactive member months. If the broker is not paid for retroactive member months then why would there be a recoupment?

There is a recoupment because the member died and it’s provided for in the contract. The contractor will not receive a capitation payment respecting a member’s past eligibility.

58 6.2 66 Is there any provision for interest payments should the Department fall behind on its anticipated monthly payment schedule? Is there a state Prompt Payment regulation?

There is no provision for interest when payments are not made on time, however, the agency has to comply with prompt payment guidelines in accordance with the CAPP manual (payment has to be made within 30 days of receipt).

59 6.2 67 Are start-up costs included in the cost that will be evaluated for point assessment?

Yes.

60 6.3.1 67 There are two performance standards that require 100% compliance: NEMT Provider Reimbursement and Vehicle Safety. Would DMAS consider setting the standards at

90 – 95% for NEMT Provider Reimbursement? Would DMAS consider setting the standards at

90 – 95% for Vehicle Safety?

No. No.

61 7.5 72 If the Contractor is a subsidiary of a public company, which is audited and reports its NET segment separately; can the contractor provide the following: a) audited financial statements for the parent company showing the NET segment in addition to b) unaudited statement of operations for the NET subsidiary, along with any quarterly and annual cost verification reports required by this contract?

Yes.

62 7.5.2 71 The RFP indicate that the proposal must include references from all state governments, Medicaid and FAMIS business in particular, for which the Offeror is currently under contract with for similar services outlined in this RFP. Signatures from the state officials must be included on the reference submission in this RFP. Will DMAS accept the signature page of contracts to fulfill this requirement?

Yes

63 7.5.2 72 The RFP requires that we provide” the names and occupations of the recipients of the Board of Directors of the organization(s)”. In place of the word “recipients” did you mean “members”? If not, please explain what or who is a “recipients of the Board of Directors”?

Yes, it should read “members.”

64 7.6 73 Regarding the five (5) electronic copies to be submitted in MS Word, would the DMAS consider allowing a searchable Adobe Acrobat format in lieu of the MS Word version? MS Word can become unstable when the document has a high number of pages and it often changes the layout of the document when opened on another computer.

Adobe format is only acceptable for the redacted copy. REVISE this requirement to submit only one (1) original electronic copy in MS Word 2003.

65 7.14.6 78 Is page 3 considered the RFP Cover Sheet? If not, please provide the expected RFP Cover Sheet that is to be submitted.

Yes.

66 7.15 78 The RFP states that the Offeror may include a single page with one or more explanatory notes, with clear reference to items on the Cost Proposal. Can the Offeror include more than one page of explanatory notes if necessary on the Cost Proposal?

No.

67 9.17 85 As long as the Broker is indemnifying DMAS, is it allowed for the Contractor to supplement any subcontractor’s automobile liability up to $1 Million dollars in those cases where regulatory requires less than $1 Million from transportation vendors?

Yes.

18

68 9.17 85 Are NEMT Providers that are not licensed taxicab drivers required to maintain Worker’s Compensation insurance coverage on all their drivers during the course of the DMAS Brokerage contract period?

Yes.

69 9.17 85 Is the intent of DMAS to require that NEMT Providers maintain Commercial General Liability coverage for completed operations in the amount of $1,000,000?

Yes.

70 10.9 92 Would DMAS consider a holdback of the monthly payment to the selected vendor in an equal amount of the required Payment and Performance Bond as an alternative to the Payment and Performance Bond? Requiring a bond this high will severely limit competition.

No, Payment and Performance bonds are required.

71 10.9 92 If DMAS will not consider a holdback of the monthly payment will DMAS consider lowering the Payment and Performance Bond requirement? Requiring a bond this high will severely limit competition.

See Question 70.

72 10.9 92 In computing the amount of the performance and payment bond, please verify that the proposer should only include payments on behalf of prospective members.

DMAS will compute the amount of the bonds.

73 10.9 92 Please confirm that payment and performance bonds are not required with proposal submittal.

This is correct, the bonds must be submitted prior to any payment to the contractor.

19

74 10.13 93

We understand that it is the goal of the department that 40% of the expenditures be from small business. We also understand that the Small Business Subcontracting Plan is weighted at 20% of the total scoring. Based on the table above, 40% can not be achieved. A bidder not knowing this information would have an unfair advantage by placing the entire 40% into their plan. As a goal stated in the RFP, DMAS is asking that the contractor increase the utilization of gas reimbursement, mass transit, volunteer drivers, CSBs and Councils on Aging providers. Any increase in these provider groups erodes the contract dollars that can be allocated to small women and minority owed businesses. Since only 58.5% of the total contract dollars are available to SWAM (see chart above), would DMAS consider setting the goal at 23.4% of the available total contract value? (which is 40% of the 58.5% available)

The aspiration goal for the Commonwealth is for 40% of all contracts go to certified small businesses. While 40% is the Commonwealth’s goal, it is not a requirement under this RFP that 40% go to certified small businesses. While 40% is the Commonwealth’s goal, it is not a requirement under this RFP that 40% go to certified small businesses

20

75 10.13 (A) 93 Please describe further the Department’s expectations regarding the 40% small business contracting goal. In particular, what constitutes “discretionary spending” in this contract, and does it include the payments to the network of NEMT providers? Is the Department expecting 40% of the total contract revenue to go to small businesses?

While 40% is the Commonwealth’s goal, it is not a requirement under this RFP that 40% go to certified small businesses.

76 Attachment IV

102-108 Would it be possible for DMAS to release the charts in Attachment IV in Excel spreadsheets?

No.

77 Attachments IV & V

102-109 Please confirm 2010 total trip legs as reported in Attachments IV and V: Ambulatory, Wheelchair, Stretcher, and Van Stretcher equal 3,953,348 trips and Public Transportation, Gas Reimbursement, and Volunteer Drivers equal 441,570, totaling 4,394,918 trip legs.

For SFY 10, the total of all trips equal 3,953,348; the total of Alternative trips is an extrapolation of the total trips.

78 Attachment V

109 Please describe the differences in the trips reported as it relates to gas reimbursement vs. volunteer drivers? In other words, who is the gas reimbursement paid to if it’s not a volunteer driver? Conversely, how is the volunteer driver paid if it’s not a gas reimbursement?

Gas reimbursement is when a family member or neighbor can transport the member; a Volunteer driver is a person who volunteers their time for long distance trips or when a provider is not available. See Question 79.

79 Attachment V

109 If the volunteer drivers are paid something other than gas reimbursement, please describe the process and what rate is paid to the volunteers.

Currently a volunteer driver is paid for loaded miles only from point of origin to point of origin. Volunteer drivers can negotiate individually for longer trips or trips that might include an overnight say. All reimbursement rates are set solely by broker and may vary at the broker's discretion.

80 Attachment XI

116 Please explain the note at the top of Attachment 11 that DMAS will not make capitation payments under the new contract on behalf of retrospective members. Those services are still to be provided, correct?

The Contractor shall reimburse NEMT providers for all trips rendered to individuals who have applied for Medicaid or FAMIS but whose eligibility is pending. Capitation payments will not be made for any period of retroactive eligibility. The Contractor shall directly bill DMAS for services provided during periods of retroactive eligibility.

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81 Attachment XI

116 (See table at the end of document) Please clarify in the table below that the only Member Months to be used to calculate a PMPM for this contract is the Prospective Member Months highlighted below?

That is correct, the prospective member month count of 3,236,366 would be used to determine the capitation payments.

82 Attachment XIII

131 These reports are due 30/31 days after quarter end. The current due date is 45 days after quarter end. Taking month end close and preparation of reporting into consideration would the department consider changing the 30/31 day requirement to 45 days?

Yes, 45 calendar days.

83 Attachment XIV

142 Are there supposed to be separate sets of cost forms for each year of the contract? Or is one set supposed to represent the same cost for each year of the 3-year initial term? If the latter, is that same set then supposed to apply to each of the 3 potential extension years as well? Aside from fluctuations in membership, is there any provision for inflationary increases in PMPM rates or adjustment for unusual circumstances such as dramatic fluctuations in the cost of fuel, insurance, etc. related to the transportation of these members?

One set of Cost Forms for the initial contract period.

84 Attachment XIV

(Schedule B-1: PMPM

Calculation Chart)

143 Should the Bidder prepare (3) three separate Schedule B-1s for each of the first (3) three years of pricing or should the Bidder calculate its CPI increases and provide a (3) three year average PMPM for each region for the initial contract term?

See response to Question #83. This RFP will result in a statewide contract and not regional contracts.

85 Attachment XIV

(Schedule B-1: PMPM

Calculation Chart)

143 Currently there are different PMPM rates for each of the (7) seven regions for each Aid Category. This schedule contains average monthly enrollment volumes for each Aid Category and suggests that DMAS would like a blended PMPM rate for the entire state for each Aid Category. Is this correct? Can DMAS please clarify if it wants PMPM rates for each of the (7) seven regions or blended for the entire state?

See Question 84. See Question 84.

22

86 Attachment XIV

Schedule B-2

144 DMAS is allowing startup and implementation costs; however, this could give an advantage to the current vendor, considering they will not likely list any costs in this chart. Please describe how the DMAS will evaluate the cost as it relates to the startup and implementation calculation chart.

The total proposed contract cost will be the basis for assigning cost proposal points.

87 Attachment XVI

146 Please elaborate on the last sentence under Small Business, which states "This shall not exclude DMBE-certified women and minority-owned businesses when they have received DMBE small business certification". Does this mean that if a company becomes certified but then grows to over $10 Million in Gross Receipts and over 250 employees, can they still be considered a small business? Or is there some other interpretation for this sentence?

Only those entities as certified as small businesses, at the time of proposal submission, by the Virginia Department of Minority Business Enterprise can be considered. www.dmbe.virginia.gov

88 Attachment XVI

146 Please confirm that in order to receive credit as a women or minority-owned business you must quality first as a small business?

Correct.

89 General Please provide the data contained in the attachments in Excel format.

See Question 76.

90 General Please confirm that this contract is for prospective members only.

Capitation payments will only be made with respect to the prospective members, but services should be provided to all members.

91 General Please verify that the data contained in the attachments specifically pertains to the incumbent’s DMAS operation, and does not include volume related to the MCO operations they also manage from the Virginia operations center

The data contained in the attachments specifically pertains to the incumbent’s DMAS operation.

92 General Will DMAS allow for any financial adjustments for escalating fuel costs throughout the contract?

No.

93 General What is the current gas reimbursement rate (paid to volunteers or members) that is being utilized today?

DMAS understands that the gas reimbursement rate is forty cents per mile and the rate paid to Volunteers is fifty cents per mile. The rates are not set by DMAS. The broker may set whatever rates it deems necessary for an individual or for a region.

94 General Please provide historical information on the number of trips and expenses related to bariatric services for SFY 09 and SFY 10.

Based on a manual count, the current Contractor reported approximately 945 bariatric transports per SFY.

23

95 General Please provide a contact list of current transportation providers that are being utilized today. Please indicate providers of bariatric service.

See Question 20. DMAS has used Medical Transport, Physician Transport Service, Mercy Ambulance and Carilion Patient Transport for emergency bariatric transport. There may be other providers as well.

96 General 3 If bidders apply for eVA registration and we don’t hear back from the State by time of submission, will filing documentation fulfill this requirement?

An Offeror must be enrolled in eVA at the time of submission of a proposal.

97 General Please supply one week of individual trips for as recent a week as is available please, and if possible in electronic format. Please note that it is not possible to accurately price the transportation costs without routing and scheduling the trips onto linked trip vehicle runs to get accurate cost drivers for routed miles and hours, peak vehicles by type required, etc. (Note also that the incumbent has access to this information, allowing them to minimize their price. Note also if needed, we will complete HIPAA business associate forms, as is appropriate for analysis of trip data to prepare a response to the RFP.) We will need the following reservations information needed for each trip that is taken: requested pickup time and/or appointment time or time of will-call request as applicable, pickup and drop-off location (note in lieu of address, hundred block or zip code is also acceptable), and any special equipment needed (i.e., wheelchair or stretcher van), but note we do NOT need information such as client’s names, ID numbers, nor telephone numbers.

HIPAA does not allow DMAS to provide the requested information.

24

98 General Please consider accepting proposals for regions of the state and potential award of regions to more than one vendor. As structured, the RFP highly limits competition to firms that focus on statewide brokerages, eliminating regional firms and smaller brokers from competing. Moreover, as experience in Virginia makes apparent, award to a single broker increases risk. Finally, there is no reason to conclude prior to receiving proposals that a statewide brokerage will provide a lower cost alternative; considering the increased competition, the converse is likely true and the state can always make that decision after reviewing the proposals. Many states utilize regional brokerages for these reasons.

DMAS is procuring for a single, statewide broker. DMAS encourages regional entities to contract with the awardee.

99 General We did not immediately see the window for how far ahead of an appointment or requested arrival time the rider can be dropped off, assuming the facility is open?

There is no rigid DMAS rule but the transportation provider should adhere to the scheduled drop-off time and suggest changes to the broker. The broker should confirm the facility’s window for drop-offs, particularly for day support and adult day healthcare programs.

100 General Please reconsider the requirement that the call center be located in a particular city or state. This requirement significantly limits competition and increases cost.

See Question 31.

101 General Are there any cost of living adjustments included in the new Brokerage contract and if so what assurances are going to be provided to pass down the cost of living adjustments to NEMT Providers?

No.

102 General Upon review of the RFP, there is no mention of the 85 % provider/15% broker revenue split that was in the previous contract. With the increase in operating costs providers are very concerned with the increase in operating costs.

What provisions will be made to make sure that the Broker is providing quality transportation service and the providers are being compensating enough to cover their operating costs?

No such provisions have been made. Please refer to the performance standards in Section 6.3 of the RFP.

25

103 General Throughout the RFP, and specifically on Page 9, DMAS refers to high quality transportation services. Will DMAS require the Broker to give consideration to those providers that are maintaining the infrastructure, dispatch, training, technology and management to provide high quality transportation service?

Yes.

26

For Question 81

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For Question 15 (Satisfaction Survey Report)

TABLE OF CONTENTS

SECTION

Introduction ......................................................................................................................................................................Page 3

SECTION

Methodology.....................................................................................................................................................................Page 4

SECTION

Highlights............................................................................................................................................................................Page 5

SECTION

Summary of Findings ..................................................................................................................................................Page 8

Service Utilization ..........................................................................8

Public Transit/Non-Medical Travel Habits ..................................10

Driver/Vendor/Vehicle Satisfaction.............................................12

Satisfaction with LogistiCare .........................................................15

Regional Office Satisfaction............................................................16

Awareness/Logistics .....................................................................17

Overall Satisfaction .......................................................................18

Demographics................................................................................19

SECTION

Appendix.......................................................................................................................................................................... Page 21 Survey Instrument

Composite Aggregate Data

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1

INTRODUCTION

The Center for Research (CFR) is pleased to present the results to a Client Satisfaction Study designed to assist LogistiCare in understanding the levels of service satisfaction among DMAS clients. The study included a telephone survey among 404 DMAS clients who currently live in Virginia. This report summarizes statistics collected from a telephone survey administered October 22 through October 26, 2010. LogistiCare commissioned this study to independently and objectively collect views on service provided to DMAS clients by both LogistiCare and its transportation vendors. Areas for investigation within this report included: Service utilization history; Public transit and travel habits for non-medical use; Tracking transportation vendor/vehicle satisfaction; Tracking satisfaction with LogistiCare; Tracking satisfaction with Regional Office; Awareness of program requirements; Rating overall satisfaction; and Demographics.

Section II of this report discusses the methodology used in the study while Section III includes highlights based on an analysis of the findings. Section IV is a summary of findings while Section V is an appendix containing copies of the survey instrument and composite aggregate data for DMAS clients.

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METHODOLOGY

Using a quantitative research design, CFR completed 404 interviews with DMAS clients currently living in Virginia. All interviews were conducted October 22 through October 26, 2010. The telephone sample was generated by LogistiCare staff. After providing sample frames, CFR created an nth name stratified sample to ensure randomness. Training of the researchers and a pre-test both occurred during the first night of fielding. All telephone interviews were conducted from CFR headquarters located in Meriden, Connecticut. Research was conducted primarily during the hours of 5:00 p.m. and 9:00 p.m. weekdays and 10:00 a.m. and 4:00 p.m. on weekends. Survey design at CFR is a careful, deliberative process to ensure fair, objective and balanced surveys. Staff members, with years of survey design experience, edit any bias. Furthermore, all scales used by CFR (either numeric, such as one through ten, or wording such as strongly agree, somewhat agree, somewhat disagree, or strongly disagree) are balanced evenly. And, placement of questions is carefully accomplished so that order has no impact. All facets of the Client Satisfaction Study were completed by CFR researchers and senior staff. These aspects included:

Survey design; Sample stratification; Pre-test; Fielding; Editing; Coding; Computer programming; Analysis; and Report preparation.

Statistically, a sample of 404 completed telephone interviews represents an accuracy level of +/-5.0% at the midpoint of a 95% confidence level. In theory, a sample survey of DMAS clients would differ no more than +/-5.0% than if all clients were contacted and included in the survey. That is, if random probability sampling procedures were reiterated over and over again, sample results may be expected to approximate larger population values within plus or minus +/-5.0%.

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3HIGHLIGHTS

ON SERVICE UTILIZATION… When asked, the majority of respondents reported the following three modes of

transportation most frequently when getting to their last medical appointment: “van/car” (66.8% in October 2010 from 81.0% in October 2009, 74.3% in May 2009, 69.0% in Nov. 2008 and 70.5% in Apr. 2008), “drove self” (13.6% in October 2010 from 7.8% in October 2009, 4.0% in May 2009, 8.5% in Nov. 2008 and 4.8% in Apr. 2008) and “wheelchair van” (11.1% in October 2010 from 6.5% in October 2009, 15.5% in May 2009, 12.3% in Nov. 2008 and 15.0% in Apr. 2008).

The percentage of respondents who correctly recalled the company name of the vendor

used for transportation to their last medical appointment decreased to 64.0% in October 2010 from 71.7% in October 2009, 72.1% in May 2009, 70.3% in November 2008, 79.6% in April 2008 and 79.7% previously recorded in October 2007.

ON PUBLIC TRANSIT AND NON-MEDICAL TRAVEL HABITS… Among the few respondents (1.5% or 6 respondents) who reported using the bus for

transportation, the majority, 66.7%, continue to report the bus schedule as being either “very convenient” (50.0% or 3 respondents) or “somewhat convenient” (16.7% or 1 respondent).

“Friend or relative” (66.3% in October 2010 from 52.0% in October 2009, 61.5% in May

2009, 60.0% in Nov. 2008, and 60.0% in Apr. 2008) continues to be cited most frequently as the source of transportation used by clients for non-medical transportation to non-medical locations such as shopping, church or work.

ON DRIVER & VENDOR SATISFACTION… When rated on six different characteristics such as: “neat and clean appearance of

driver,” “driver was courteous,” “arriving on time for your appointment,” “arriving on time to pick you up for your return trip,” “driving safely” and “driving legally,” drivers and vendors received an overall positive rating of 89.0% in October 2010. This number is down from 97.0% recorded in October 2009, 91.9% in May 2009, 92.4% in November 2008 and 94.5% in April 2008, yet is up from 87.2% previously recorded in October 2007.

Among the six characteristics measured during the October 2010 survey, the highest

positive rating was recorded for “driver was courteous” (93.9% in October 2010 from 98.6% in October 2009) and “neat and clean appearance of driver” (93.9% in October 2010 from 97.8% in October 2009).

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While still impressive, the lowest positive ratings, among the six characteristics measured during the October 2010 survey, were recorded for “arriving on time to pick you up for your return trip” (80.5% in 2010 from 95.8% in October 2009) and “arriving on time for your appointment” (82.3% in 2010 from 94.5% in October 2009).

Importantly, among those respondents (41.9% in October 2010 from 36.0% in October

2009) requesting assistance or help getting to or from the vehicle, the clear majority (97.2% in October 2010 from 98.5% in October 2009) continue to report the assistance is being provided by the driver during their medical trips.

ON SATISFACTION WITH LOGISTICARE… When rated on four different service characteristics such as: “courteousness of staff,”

“ease of making transportation reservations,” “helpfulness of staff” and “answering your call promptly,” respondents provided an average positive rating (with “don’t know” responses removed from the data) of 91.7% in October 2010. This number is consistent with 93.3% recorded in October 2009, 92.7% in May 2009, 87.8% in November 2008, 93.4% in April 2008 and 80.0% previously recorded in October 2007.

Of the four characteristics measured during the October 2010 survey, the highest

positive rating (with “don’t know” responses removed from the data) was recorded for “courteousness of staff” (95.3% in 2010 from 95.7% in October 2009).

Of the four characteristics measured during the October 2010 survey, the lowest positive rating (with “don’t know” responses removed from the data) was recorded for “answering your call promptly” (88.8% in 2010 from 90.1% in October 2009).

ON REGIONAL OFFICE SATISFACTION… Those respondents (25.7% in October 2010 from 16.8% recorded in October 2009)

reporting use of the “Where’s My Ride” phone line provided the following positive marks (with “don’t know” responses removed from the data) when asked to rate the phone line on four different characteristics:

“Courteousness of staff” (89.1% in October 2010 from 94.1% in October 2009) “Helpfulness of staff” (87.1% in October 2010 from 88.6% in October 2009) “Answering your call promptly” (81.2% in October 2010 from 88.4% in October

2009) “Satisfaction with the response to your transportation issue” (80.2% in October

2010 from 85.3% in October 2009)

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ON AWARENESS/LOGISTICS… The percentage of respondents aware they must call LogistiCare 5 days in advance to

schedule a routine appointment (not including Saturdays, Sundays and holidays) is 77.7% in October 2010. This number increased from 70.0% previously recorded in October 2009.

Further, the number of respondents reporting awareness that they must call transportation at least 24 hours in advance when deciding to cancel an appointment is 83.2% in October 2010. This number is also up from 78.5% previously recorded in October 2009.

ON OVERALL SATISFACTION… Finally, the majority of all October 2010 clients surveyed, 82.4% continue to provide

positive ratings when asked to rate their overall experience with the LogistiCare Staff and the transportation provider utilized during their last Medicaid covered medical trip. This number is consistent with 87.5% previously recorded in October 2009, 84.3% in May 2009, 81.5% in November 2008, 85.5% recorded in April 2008 and 79.8% in October 2007.

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4SUMMARY OF FINDINGS

The following presents a summary of results to a 2010 survey conducted among 404 Virginia DMAS clients. All respondents interviewed reported to researchers that they had, in fact, traveled recently to a medical appointment and utilized LogistiCare services. Where like questions exist, data from research conducted in October 2007, April 2008, November 2008, May 2009, October 2009 and October 2010 is presented side-by-side for comparison. SERVICE UTILIZATION All respondents were asked if they personally had made the telephone call to establish an appointment for medical transportation or had someone make the call on their behalf. Half of respondents reported to researchers that they either “made the appointment myself” (50.5%) or had a “friend or relative make the appointment for me” (49.5%). Respondents were then asked the following: “Which of the following represents the transportation you used for your last medical appointment?” The following table presents the results as collected.

Transportation Type Oct. 2007

Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

Van/Car 75.5% 70.5 69.0 74.3 81.0 66.8 Drove self 2.8 4.8 8.5 4.0 7.8 13.6 Wheelchair van 19.0 15.0 12.3 15.5 6.5 11.1 Public transit (bus) 1.0 3.5 3.3 1.3 2.0 1.5 Other --- 5.0 2.0 --- 1.5 3.7 Volunteer driver --- 0.8 1.5 2.0 1.3 --- Ambulance 0.8 0.3 2.5 2.0 --- 2.7 Van stretcher 1.0 0.3 1.0 1.0 --- 0.5

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Respondents who did not drive themselves to their appointment or use public transit, were asked: “Do you recall the name of the company providing the transportation for your most recent Medicaid covered trip?” A majority of October 2010 respondents, 64.0% correctly recalled and identified the transportation vendor used, while another 11.0% incorrectly recalled the vendor used. Remaining respondents, 25.1%, reported to be “unsure.” Results, as compared with previous studies, may also be found in the chart below.

79.7 79.6

70.3 72.1 71.7

64.0

4.9 5.4

11.66.4

6.7 11.015.3 15.0

18.121.5 21.7 25.1

0.0

10.0

20.0

30.0

40.0

50.0

60.0

70.0

80.0

90.0

Correct Incorrect Don't Know

Vendor Recall

Oct-'07 Apr-'08 Nov-'08 May-'09 Oct- '09 Oct-'10

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PUBLIC TRANSIT AND NON-MEDICAL TRAVEL HABITS Respondents who reported using the bus for transportation (1.5% or 6 respondents) were asked the following: “Please think about your wait for the bus on your recent medical trip. Would you say the bus schedule was very convenient, somewhat convenient, somewhat inconvenient or not at all convenient?” Among those respondents who reported riding the bus, 66.7% reported the bus schedule was either “very convenient” (50.0% or 3 respondents) or “somewhat convenient” (16.7% or 1 respondent). Respondents (33.4% or 2 respondents) reporting that the bus schedule was “somewhat inconvenient” (16.7% or 1 respondent) or were “unsure” (16.7% or 1 respondent) stated the reasons the bus schedule as inconvenient was because they “ended up walking” (50.0% or 1 respondent) or “has a walker” (50.0% or 1 respondent). Further, bus riding respondents were asked the following: “Did your bus pass for your medical care trip arrive in the mail in time for you to use it?”

85.7

53.850.0 50.0

83.3

0.0

15.4

0.0

25.0

0.0

14.3

30.8

50.0

25.0

16.7

0.0

20.0

40.0

60.0

80.0

100.0

Yes No Don't know/NA

Did bus pass arrive on time?

Apr-'08 Nov-'08 May-'09 Oct-'09 Oct-'10

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Bus riders were asked if they were aware that they could use their bus pass for trips other than medical reasons. The table below presents the results as collected.

Aware that buss pass may be used for trips other than medical reasons?

Oct. 2007

(N=4)

Apr. 2008

(N=14)

Nov. 2008

(N=13)

May 2009

(N=6)

Oct. 2009

(N=8)

Oct. 2010

(N=6) Yes 25.0% 64.3 76.9 33.3 50.0 83.3 No --- 28.6 7.7 50.0 37.5 16.7 Don’t know/unsure 75.0 7.1 15.4 16.7 12.5 ---

Aware bus pass may be used for non-medical trips?

83.3

16.70.0

Yes No Unsure

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DRIVER & VENDOR SATISFACTION The following section includes ratings for service provided by LogistiCare’s non-emergency transportation vendors. Six characteristics were rated by respondents who used a scale of one to five where one meant very good and five meant very poor. These are overall ratings for all vendors utilized by DMAS clients in Virginia. The cumulative positive ratings of one and two (positive) are presented in the following table. Vendor Characteristics Rated Oct.

2007 Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

Neat and clean appearance of driver

92.7% 97.0 94.9 92.8 97.8 93.9

Driver was courteous 89.1 95.9 96.3 93.3 98.6 93.9 Arriving on time for your appointment

81.3 91.3 87.8 86.7 94.5 82.3

Arriving on time to pick you up for your return trip

77.9 89.6 86.4 88.8 95.8 80.5

Driving safely 90.9 95.6 95.5 94.4 97.5 91.9 Driving legally 91.2 97.3 93.2 95.2 97.5 91.3 Average Positive Rating

87.2 94.5 92.4 91.9 97.0 89.0

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Respondents who provided poor ratings for any of the previous characteristics (37 respondents) were asked to report, more specifically, what was wrong with the driver and/or the company. The following table presents the results as collected.

Problem with driver/company Oct. 2007

(N=30)

Apr. 2008

(N=24)

Nov. 2008

(N=13)

May 2009

(N=18)

Oct. 2009

(N=10)

Oct. 2010

(N=37)Driver is always late/too long to wait for when being picked up/doesn’t show

63.3% 62.5 69.2 66.7 90.0 64.9

Don’t know/unsure --- 4.2 15.4 --- --- --- Driver picks up too many patients at once/sometimes driver doesn’t show/not dependable

20.0 --- --- --- --- 16.2

Nothing specific --- 12.5 --- --- 10.0 8.1 Never gets help getting into car/driver didn’t speak English/language barrier

6.7 --- --- 11.1 --- ---

Driver arrives too early/did not wait 3.3 --- --- 5.6 --- 2.7 Driver too personal/flirty/driver is unprofessional

--- --- --- 11.1 --- ---

The driver doesn’t help/poor service --- 8.3 --- 5.6 --- 2.7 The driver hit the passenger because he was crying

--- 8.3 --- --- --- ---

The driver was very rude 3.3 4.2 15.4 --- --- --- Drives too fast --- --- --- --- --- 5.4

Respondents were asked a number of questions about the performance of their driver on the job. The following percentages represent those providing a “yes” response to any of the questions asked throughout the series.

Did the driver… Oct. ‘07 (Yes)

Apr. ‘08 (Yes)

Nov. ‘08(Yes)

May ‘09 (Yes)

Oct. ‘09 (Yes)

Oct. ‘10 (Yes)

Smoke? 2.6% 0.8 1.4 1.3 0.8 1.2 Eat? 1.8 0.8 2.5 2.1 1.1 1.2 Wear head phones? 1.6 1.6 3.7 1.3 1.4 1.2 Did you request assistance or help getting to or from the vehicle?

50.6 42.2 42.2 34.7 36.0 41.9

Was this assistance provided? (among 41.9% requesting assistance)

99.5 96.2 98.0 97.7 98.5 97.2

Talk excessively on the phone while the vehicle was in motion

2.1 4.1 5.4 5.6 1.7 5.8

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VEHICLE CONDITION Respondents were asked a few questions about the vehicle that was used to transport them to their most recent Medicaid covered appointment. Respondents were asked to rate vehicle characteristics based on a scale of one to five where one meant very good and five meant very poor. The following table represents the cumulative totals for ratings of one and two (positive). Vehicle Characteristics Oct.

2007 Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

Conditions of windows 92.7% 95.4 95.5 90.7 95.3 90.1 Seatbelt functionality 92.2 94.8 94.6 91.5 94.7 91.3 Heating or air conditioning 85.2 94.0 92.6 88.5 89.8 84.8 Company name visible on outside of vehicle

81.0 89.6 89.5 86.1 87.5 82.2

Average positive rating

87.8 93.5 93.1 89.2 91.8 87.1

Those (18 respondents) providing negative ratings to any of the vehicle characteristics were asked to indicate the problem with the vehicle. Problem with vehicle Apr.

2008 Nov. 2008

May 2009

Oct. 2009

Oct. 2010

No name on vehicle 62.5% 72.7 --- 28.6 16.7 Nothing specific/left waiting 8.3 --- 25.0 14.3 22.2 Don’t know/unsure 4.2 --- --- --- --- Air conditioner doesn’t work 4.2 --- --- 57.1 11.1 Not working correctly/bad condition 4.2 9.1 25.0 --- 22.2 Van is too old 4.2 9.1 --- --- 5.6 Tires are old 4.2 --- --- --- --- Says LogistiCare on van 4.2 --- --- --- --- Seatbelts don’t work/broken 4.2 --- 50.0 --- 16.7 Vehicle smells bad --- 9.1 --- --- 5.6

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SATISFACTION WITH LOGISTICARE CALL CENTER All respondents were read a list of different characteristics and asked to rate the staff member they spoke with when calling the LogistiCare call center to make reservations for Medicaid covered transportation services. Each respondent was asked to use a scale of one to five where one meant very good and five meant very poor. The following table presents the characteristics measured and the cumulative totals for ratings of one and two (positive). Readers should note, those providing a “don’t know” response have been removed from the data. LogistiCare Characteristics Oct

2007 w/o DKs

Apr. 2008 w/o DKs

Nov. 2008 w/o DKs

May 2009 w/o DKs

Oct. 2009 w/o DKs

Oct. 2010 w/o DKs

Courteousness of staff 88.4% 97.1 90.9 95.0 95.7 95.3 Ease of making transportation reservations

73.8 91.6 86.8 91.8 93.7 88.9

Helpfulness of staff 84.9 95.9 89.5 94.0 93.7 93.9 Answering your call promptly 71.1 88.9 83.8 90.0 90.1 88.8 Average Positive Rating

80.0 93.4 87.8 92.7 93.3 91.7

In a follow-up question, those respondents experiencing a problem making a reservation (3.7% or 15 respondents) were asked to indicate the problem they had with the staff member they spoke with. The following table presents the results as collected.

Problem with staff member Oct. 2010

No reason/none 33.3% Too long to get answer/could not talk to live rep 20.0 No one showed up 13.3 Put on hold 13.3 Not very helpful 6.7 Rude 6.7 Did not call back 6.7

LOGISTICARE Page 15 The Center for Research WWW.CFRGLOBAL.COM

REGIONAL OFFICE SATISFACTION All respondents were asked if they needed to call “Where’s My Ride” during their most recent transportation appointment. As presented in the chart below, more than one-quarter of all respondents, 25.7%, reported calling the “Where’s My Ride” line during their most recent transportation appointment.

Did you call "Where's My Ride?"

25.7

73.0

1.2

Yes No Unsure

Those respondents utilizing the “Where’s My Ride” phone line were asked to rate the line on four different characteristics. Again, respondents were asked to use a scale of one to five where one meant very good and five meant very poor. The following table represents the cumulative totals for those providing a rating of one or two (positive). Readers should note “don’t know” responses have been removed from the data. “Where’s My Ride” Characteristics

Oct. 2007 w/o DKs

Apr. 2008 w/o DKs

Nov. 2008 w/o DKs

May 2009 w/o DKs

Oct. 2009 w/o DKs

Oct. 2010 w/o DKs

Helpfulness of staff 77.5% 94.9 77.5 87.0 88.6 87.1 Courteousness of staff 82.7 94.9 82.0 85.2 94.1 89.1 Satisfaction with the response to your transportation issue

75.0 91.5 69.3 77.8 85.3 80.2

Answering your call promptly 66.1 86.2 71.6 75.9 88.4 81.2 Average positive rating

75.3 91.9 75.1 81.5 89.1 84.4

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AWARENESS/LOGISTICS Researchers read two different statements and asked each respondent if they were very aware, somewhat aware, somewhat unaware or not at all aware of each statement as it was read. The table below presents cumulative totals for those reporting to be either “very aware” or “somewhat aware” of each statement. Statements Oct.

2007 Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

For routine appointments, you need to call at least 5 days in advance

77.3% 79.5 85.0 84.8 70.0 77.7

You must contact transportation at least 24 hours in advance when deciding to cancel an appointment

84.0 81.3 86.0 84.3 78.5 83.2

77.3

84.0

79.581.3

85.086.0 84.8 84.3

70.0

78.577.7

83.2

50.0

60.0

70.0

80.0

90.0

Oct-'07 Apr-'08 Nov-'08 May-'09 Oct.-'09 Oct.-'10

Aware you need to…(Very & Somewhat Aware)

Call 48 hours in advance Call 24 hours in advance to cancel

LOGISTICARE Page 17 The Center for Research WWW.CFRGLOBAL.COM

OVERALL SATISFACTION All respondents were read the following: “Please rate your overall experience with the LogistiCare Staff and the transportation provider by using a scale of one to five where one is very satisfied and five is very dissatisfied?” A majority of respondents, 82.4%, provided ratings of one or two (positive) on the five-point scale, while a small number, 7.2%, provided ratings of four or five (negative). Remaining respondents, 10.4% provided either a neutral (three) (7.2%) or “don’t know” (3.2%) response when asked to rate their overall experience. In an open-ended format question, researchers asked all respondents to provide any additional comments about their overall experience with the LogistiCare Staff or the transportation provider utilized during their last Medicaid covered transportation trip. The top responses are presented in the table below.

Additional comments Oct. 2007

Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

None at this time 56.8% 62.9 55.8 54.0 57.8 65.6 The company is good/satisfied with service/they are nice

20.9 18.1 21.8 19.3 14.5 19.1

Drivers should call patients when running late/always late/missed appointment/ sometimes don’t show

6.0 5.0 6.1 4.1 4.8 5.0

Drivers are excellent/friendly/helpful --- --- 4.0 6.6 2.8 5.9 Don’t know/unsure 3.5 5.3 5.5 11.3 14.8 1.2 Long wait time when you call/on hold too long --- --- --- 0.9 1.0 0.5 Company has poor communication/needs to listen to clients/don’t keep up with standing appointments/5 day notice is unreasonable

0.3 --- 0.8 --- 0.6 2.5

Always on time/prompt --- 0.3 2.0 0.5 0.5 0.2 They pick up too many patients at once/ sometimes rude/don’t care/driver is unprofessional/always a different driver/on van too long

1.3 --- 0.3 0.5 1.4 3.0

Have an overall dissatisfaction with the company/ they are not organized/staff can do a better job/ rude customer services

1.0 --- 1.8 1.3 0.6 2.5

Poor vehicle condition (general)/no name on van

--- 0.3 0.3 0.5 0.8 0.7

Other/Miscellaneous --- --- 2.1 1.6 0.9 3.1

LOGISTICARE Page 18 The Center for Research WWW.CFRGLOBAL.COM

DEMOGRAPHICS

Reason for medical trip Oct. 2007

Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

Dialysis 21.0% 28.5 17.0 17.3 10.3 21.5 Mental retardation services 6.0 13.8 7.3 8.3 12.8 4.2 Mental health services 9.0 13.0 10.0 16.3 14.8 3.7 Routine medical appointment 9.0 15.3 49.5 39.0 35.0 43.6 Daycare/day program 46.5 --- --- 13.8 --- 16.1 Other 8.0 27.8 15.8 0.8 24.0 3.7 Don’t know/unsure 0.5 1.8 0.5 1.8 2.5 3.0 Work --- --- --- 3.0 0.3 4.2

Race Oct. 2007

Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

White 47.5% 42.8 46.3 51.3 51.3 37.1 African American 38.0 43.0 44.5 37.3 37.5 41.6 Asian 2.8 1.0 3.3 1.5 0.8 1.2 American Indian 0.8 1.3 1.3 1.3 0.5 1.0 Other 0.8 2.0 2.5 1.5 2.0 2.9 Refused 8.8 10.0 2.3 7.3 8.0 16.1

Age Oct. 2007

Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

Less than 18 (Survey answered by adult for child)

1.3% 0.5 5.3 1.0 3.8 3.0

18 to less than 25 4.5 6.0 8.5 7.5 3.5 3.0 25 to less than 35 13.3 13.5 14.0 16.5 16.3 13.1 35 to less than 45 18.8 21.3 10.5 16.8 17.0 14.6 45 to less than 55 26.8 23.3 23.5 20.5 25.3 15.3 55 to less than 65 16.5 15.5 15.0 15.3 19.0 15.8 65 to less than 75 9.3 10.5 13.8 11.3 8.5 13.6 75 or older 8.5 8.3 9.0 7.8 6.0 9.7 Refused 1.3 1.3 0.5 3.5 0.5 11.9

Gender Oct. 2007

Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

Male 53.5% 46.0 40.8 43.0 47.8 33.7 Female 46.5 54.0 59.3 57.0 52.3 66.3

LOGISTICARE Page 19 The Center for Research WWW.CFRGLOBAL.COM

Transportation to non-medical locations such as shopping, church or work

Oct. 2007

Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

Friend or relative 50.5% 60.0 60.0 61.5 52.0 66.3 Public transportation 1.0 1.8 5.8 3.0 3.3 4.0 Cab or taxi 3.5 1.8 4.3 9.0 1.3 1.5 Drive self 2.3 2.5 5.0 1.5 1.5 5.2 Other 1.8 31.3 11.3 0.5 7.8 2.7 Don’t know/unsure 9.0 2.5 2.3 3.0 1.8 7.9 Staff 32.0 0.3 11.5 20.5 32.5 12.4 Don’t travel --- --- --- 1.0 --- --- Level Oct.

2007 Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

A 83.5% 80.0 76.3 78.0 87.5 79.7 W 15.3 18.8 19.3 18.8 12.3 16.8 VS 0.3 0.3 1.5 1.3 --- --- S 1.0 1.0 3.0 1.3 0.3 3.2 SRA --- --- --- 0.8 --- --- V --- --- --- --- --- 0.2 Region Oct.

2007 Apr. 2008

Nov. 2008

May 2009

Oct. 2009

Oct. 2010

41 5.5% 5.3 9.0 8.0 11.0 8.2 42 9.5 17.5 17.8 13.3 14.8 21.3 43 41.5 41.0 25.3 25.5 24.5 20.0 44 10.5 7.8 25.0 28.3 25.8 20.8 45 6.3 8.5 5.8 6.8 7.0 9.4 46 0.8 2.8 3.8 4.3 4.3 4.5 47 26.0 17.3 13.5 14.0 12.8 15.8

LOGISTICARE Page 20 The Center for Research WWW.CFRGLOBAL.COM

5

APPENDIX

INTERPRETATION OF AGGREGATE RESULTS

The computer processed data for this survey is presented in the following frequency distributions. It is important to note that the wordings of the variable labels and value labels in the computer-processed data are largely abbreviated descriptions of the Questionnaire items and available response categories. The frequency distributions include the category or response for the question items. Responses deemed not appropriate for classification have been grouped together under the “Other” code. The “NA” category label refers to “No Answer” or “Not Applicable.” This code is also used to classify ambiguous responses. In addition, the “DK/RF” category includes those respondents who did not know their answer to a question or declined to answer it. In many of the tables, a group of responses may be tagged as “Missing” – occasionally, certain individual’s responses may not be required to specific questions and thus are excluded. Although when this category of response is used, the computations of percentages are presented in two (2) ways in the frequency distributions: 1) with their inclusion (as a proportion of the total sample), and 2) their exclusion (as a proportion of a sample sub-group). Each frequency distribution includes the absolute observed occurrence of each response (i.e. the total number of cases in each category). Immediately adjacent to the right of the column of absolute frequencies is the column of relative frequencies. These are the percentages of cases falling in each category response, including those cases designated as missing data. To the right of the relative frequency column is the adjusted frequency distribution column that contains the relative frequencies based on the legitimate (i.e. non-missing) cases. That is, the total base for the adjusted frequency distribution excludes the missing data. For many Questionnaire items, the relative frequencies and the adjusted frequencies will be nearly the same. However, some items that elicit a sizable number of missing data will produce quite substantial percentage differences between the two columns of frequencies. The meticulous analyst will cautiously consider both distributions. The last column of data within the frequency distribution is the cumulative frequency distribution (Cum Freq). This column is simply an adjusted frequency distribution of the sum of all previous categories of responses and the current category of response. Its primary usefulness is to gauge some ordered or ranked meaning.

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

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LOGISTICARE HISTORY AND EXPERIENCE

ORGANIZATIONAL BACKGROUND

LogistiCare is a financially sound subsidiary of a publicly traded corporation. We have unequaled national experience in the management of Medicaid and Medicare transportation programs. Our company founder, John Shermyen, began building what eventually became LogistiCare in 1989. Today, we are a publicly owned NEMT broker with a long history of providing solutions for clients with similar requirements as Virginia. Our organization and the corresponding facts regarding our corporate structure are depicted below.

MAJOR CHANGES

In June 2010, Charter LCI Corporation and LogistiCare, Inc. merged with LogistiCare Solutions, LLC, leaving LogistiCare Solutions, LLC as the surviving corporate entity.

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

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VIRGINIA OPERATIONAL UPDATE FOR JULY 2009 – JUNE 2010

OVERVIEW

The Virginia operations staffed over 180 employees in six regional offices and the network operations center in Norton, Virginia. There were 3.7 million trips coordinated for Medicaid Recipients, an average of 311,000 trips per month. This is an increase over the last fiscal period where the average trip volume was 297,000.

3,039,447

589,960

78,699 31,497

3,739,603

0500,000

1,000,0001,500,0002,000,0002,500,0003,000,0003,500,0004,000,000

Trip Volume

Ambulatory Wheelchair Stretcher Van-Strecher Total TripsLevel of Service

July 2009 - June 2010

During this reporting period, LogistiCare averaged 1,309 non-rider complaints per month resulting in a complaint-free level of 99.58%. This is an increase from last year’s average of 805 non-rider complaints.

CONTRACTED SERVICES

NETWORK OPERATIONS CENTER PERFORMANCE

LogistiCare employs over 100 individuals at its Norton, Virginia network operations center to service the needs of the Virginia Medicaid population. The operations center is comprised of the call center, claims, utilization review departments and the regional office.

CALL CENTER

As the following chart illustrates, the Call Center met the 5% abandonment rate specified in the contract for each month of the reporting period.

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

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Call Abandonment Rate (July 09-June 10)

0.00%

1.00%

2.00%

3.00%

4.00%

5.00%

% of Calls Abandonded 1.75% 3.05% 2.89% 2.49% 3.23% 1.94% 2.93% 2.70% 1.67% 3.03% 4.19% 4.35%

Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10

RIDE ASSIST CALL CENTER

The Where’s My Ride calls for Virginia were consolidated to a Ride Assist Call Center located in Richmond, Virginia. The “go live” date was April 12, 2010 and then calls were transitioned from the various regional offices to the Ride Assist Call Center over an eleven-week period.

This change in organizational structure enhances LogistiCare’s ability to provide quality service to clients. The change allows the various regional offices to increase their focus on effective trip assignment, building relationships with providers and facilities as well as enhances local network development efforts.

The focus on assisting the Recipient through a call center environment ensures improved call responsiveness, consistent staff training and monitoring, as well as reduce the negative impact of employee absences.

The Ride Assist Call Center is also part of a team that includes the Quality Assurance Department. Sharing of information in a timely manner between these departments will enhance the overall complaint resolution process.

The Virginia Operations is proud of the wealth of talent on board and tapped into this pool to promote Judy Jarratt to Operations Manager to spearhead the Quality Assurance Department, Ride Assist Call Center and Reporting Department. Judy came to LogistiCare from a Medicare venue and has been instrumental in transitioning these departments.

E-DISCHARGE

E-Discharge is a real-time web based program designed for facilities to submit transportation requests to LogistiCare, exchange information with a LogistiCare employee, receive confirmation of an assigned provider, and estimated time of arrival.

This program has been well received by the participating facilities because it permits them to multi-task while submitting transportation requests and at the same time allows LogistiCare to ensure that all pertinent information is captured.

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90-Day Probation Period Turnover %

11.80%

0.00%

0.00%

18.80%

7.10%

0.00%

12.50%

7.70%

0.00%

0.00%

9.10%

8.30%

Jul-09

Aug-09

Sep-09

Oct-09

Nov-09

Dec-09

Jan-10

Feb-10

Mar-10

Apr-10

May-10

Jun-10

The program, offered by Curaspan, is utilized by hospitals and nursing home facilities in Regions 2, 3, 4 and 5/6. These include Carilion Roanoke Memorial, Centra Lynchburg General Hospital, Centra Lynchburg Baptist Hospital, Centra Specialty Hospital, Fairmont Crossing Health, Guggenheimer Health, MCV, Riverside Regional and Riverside Walter Reed, several Riverside Convalescent centers in Region 4, Rockingham Memorial, Southside Community, The Gardens at Warwick, and UVA. The program allows access to Riverside Dialysis but standing orders requests are still handled through the Utilization Review Department.

Primarily the program is used for hospital discharges though several facilities use the program to request transportation for doctors’ appointments as well. In March 2010, the program received a significant update and while the process is the same, several functions were added including the ability to notate internal messages for our staff only and a manner to run a report of usage per facility.

TRAINING

CSR training was restructured in March 2010 due to excessive employee turnover within the first 90 days. The following changes were implemented:

LMS (Learning Management System) and Training Manual were combined Length of training was extended Job Coaches were added

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

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ONGOING TRAINING

The Virginia Operations staff was required to complete the LMS Training in April 2010. A policy has been implemented for all staff to be retrained every six months on the following items:

Reservation Basics o Entering Trip Notes o Entering Rider Notes o Complaint Management o Finding A Reservation o Denying A Reservation o Cancelling A Reservation

Customer Service o Customer Service

Transportation Training o Assigning Trips o Preferred Provider

Managing Where’s My Ride? o Trips Cancellation (By Sheet)

LOGISTICARE UNIVERSITY

LogistiCare University is central to LogistiCare’s belief that training and developing staff is critical to providing world-class service. By arranging learning opportunities into prescriptive “learning paths,” each employee is exposed to the necessary skills and competencies to master his/her position. In addition, LogistiCare University provides learning opportunities for career growth through our Peer Leading training, Management Institute and specialized conferences focusing on managing transportation and call center management.

DIVERSITY TRAINING

This course explores the reality of working in a diverse environment, as well as the tools that employees can use to recognize, accept and value differences in the workplace. Workplace Diversity and Cultural Competency is a required course and must be completed successfully each year by all employees.

ETHICS TRAINING

This course explores LogistiCare’s corporate ethics culture while allowing the participant to develop an understanding of ethics as a well-defined discipline. Additionally, Ethics Training gives the participant an understanding of the role that he/she plays in creating an ethically sound organization.

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

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JOB COACH PROGRAM

The Job Coach Program and LogistiCare University offer a simple solution to the issue today’s business’s face with ongoing training of their workforce. The goal of the Job Coach Program is to establish in each operation peer-training facilitators, called Job Coaches, who facilitate the online training, and support new staff in a successful transition.

In addition to the benefit for new employees, the Job Coaches benefit from the program as they develop new, supervisory and managerial skills. Typically, Job Coaches have the aptitude and appetite for more responsibilities with LogistiCare and become candidates for promotion.

The benefit to LogistiCare, and to its clients, of the Job Coaches program is that it extends the reach of the Training Department throughout the company. With operation centers in 19 states and services rendered in approaching 40 states, the Job Coaches program puts a local face on the importance of training and support throughout the country.

CUSTOMER SATISFACTION SURVEY

A customer satisfaction survey was conducted once during the reporting period. The October 2009 survey results reflected an increase in customer satisfaction when compared to the prior fiscal period.

Highlighted below are a few of the areas where scores showed greatest improvement.

Satisfaction with LogistiCare

Courteousness of regional office staff – rating increased to 94.1% Satisfaction with response to transportation issues – rating increased to 85.3% Answering calls promptly – rating increased to 88.4%

Satisfaction with Transportation Providers

Neat and clean appearance of driver – rating increased to 97.8% Driver was courteous – rating increased to 98.6% Arriving on time for appointment – rating increased to 94.5% Arriving on time for return trip – rating increased to 95.8%

As with the previous survey, 50% of respondents stated that their bus passes did not always arrive in a timely fashion. As a result, the Alternative Transportation Department will conduct an internal review of the current mailing process and immediately institute changes where needed.

Although the results of this survey are positive, LogistiCare will continue to work diligently to further improve transportation services for Virginia’s Medicaid population.

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

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OPERATION CLEAN SWEEP

LogistiCare conducted regional compliance “sweeps” throughout 2009 & 2010. This exercise involved bringing Field Monitors, Regional Managers, Directors and other LogistiCare staff from across the state to monitor transportation providers in a specific region over an unannounced period of time (usually a week). After each sweep was completed, a provider meeting was scheduled for all transportation providers to review the findings. Operation Clean Sweep accomplishes the following:

Ensures that transportation providers are operating safe, clean, compliant vehicles in accordance with their contract

Ensures that transportation providers utilize only fully credentialed drivers, in accordance with their contract

Ensures clients arrive to their appointments on time Ensures that drivers are readily identifiable (wearing a nametag and/or

uniform) Introduces LogistiCare staff to various facilities that utilize LogistiCare

transportation Operation Clean Sweep will continue for the remainder of 2010 and start again in 2011. UTILIZATION REVIEW DEPARTMENT

ATTENDANT PROGRAM

In the previous reporting period, the attendant policy was closely scrutinized and tested as a result of the FASTRAN transition where we discovered numerous misconceptions about the definition of “attendant”. Requests were submitted for medical fragility or medical monitoring such has seizures, inhaler issues, etc. Through repetitive communication and education being provided to facilities, programs, providers, families and caregivers, the misconceptions have been drastically reduced and LogistiCare does not receive many attendant requests that are denied.

A committee meeting was held in Northern Virginia on May 12, 2010 with representation from LogistiCare, DMAS and management staff from the Fairfax/Falls Church Community Services. This committee participated in the process development of recertifying attendants as well as a pre-assessment checklist that serves as a guide to assist the attendant requestor in meeting their client’s needs. This gives LogistiCare the opportunity to determine the appropriate type of service on the front-end of a request as well as allowing the ability to assign the appropriate service type in a timely manner.

LogistiCare’s Utilization Review Department initiated the attendant recertification process and conducts interviews with the attendant requestors, transportation providers and the residence or group home staff. These interviews identify Recipients who no longer require an attendant, no longer attend the program as well as those who continue to need the service.

Currently after LogistiCare’s Utilization Review Department completes the attendant process and receives the attendant approval, LogistiCare’s Quality Assurance Coordinators (QAC) are notified to begin the recruiting process; however, LogistiCare is transitioning the recruiting process to the regional office/regional manager as they are

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

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more abreast of the provider network. This also allows the QAC to focus on identifying the potential need for an attendant when reviewing accident/incident reports and complaints.

LogistiCare will continue working with DMAS and healthcare officials to ensure the success of the attendant program. TRANSPORTATION PROVIDER RESOURCES

PROVIDER RELATIONS GROUP

LogistiCare created a new department called Provider Relations Group, which is located in the corporate office in Atlanta, GA. Created in January 2010, its primary objective is to facilitate the use and training of the many services offered to LogistiCare’s contracted transportation providers, as well as help providers save money and control costs. This includes:

Weekly Web Ex seminars for any provider who wants initial or additional training on Web based resources. Currently 59 transportation providers in Virginia have utilized this service.

PDM (Provado Dispatch Manager), which allows providers to download their manifest, print trip logs, and route by driver, vehicle or zip code. Currently 39 Virginia transportation providers utilize this service.

Web Billing feature, allowing the provider to bill, re-route and send cancellations on line. Currently 87 Virginia transportation providers utilize this service.

Insurance: LogistiCare offers one-stop, competitive vehicle insurance rates, which help control transportation provider costs. Sixty-one providers either purchased or renewed their insurances through this program this past fiscal year, resulting in an estimated $120,000 in insurance expense savings.

Dissemination of FMI (Freedom Motors USA, Inc.) discount vehicle flyers, Jiffy Lube Promo’s, and fuel savings tip flyers.

Designed to be a support group, this department does not have operational discussions, such as contract rates or trip volume. The provider is directed back to the regional office for answers to these inquiries.

The Provider Relations Group provides additional training if requested by an operation.

BILLING MANAGER - OPTICAL MARK RECOGNITION AND OPTICAL CHARACTER

RECOGNITION

The Provado Billing Manager, a sophisticated, multi user software was rolled out in LogistiCare’s New Jersey operations in July 2009. The software has been in development and testing since 2007. The New Jersey operations currently has over 200 providers utilizing the software on a daily basis, with over 5000 trips being processed through the system daily.

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

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The system allows the provider to print signature forms with bar codes that identify the trip information and the company providing the service. After all trip information is collected, the provider can fax the trip logs to a toll free number. After the faxes, the provider can log into their software and process trips electronically. Transportation providers only have to supply missing trip information and then submit invoices for payment. This eliminates the need for providers to mail in trip logs, thus reducing administration and operating cost.

ALTERNATIVE TRANSPORTATION

PUBLIC TRANSPORTATION

Brandon Carter accepted the position of Public Transportation Manager on October 28, 2009. Brandon began his career at LogistiCare in 2007 as an Assistant Transportation Coordinator in Region 7, and quickly earned a promotion to Router. He later relocated to Richmond where he continued to route for Region 7, as well as assisted with the routing for two other regions. He has taken on the challenge of Alternative Transportation with the same enthusiasm, which is demonstrated by the increase in ridership.

LogistiCare continues its efforts to increase the use of public transit. These efforts include but are not limited to hospital and medical facilities outreach and digital route (GIS) data.

HOSPITALS AND MEDICAL FACILITIES OUTREACH

This program supplies tickets for ambulatory Medicaid Recipients who are being released or discharged from medical facilities. In many cases, bus stops are conveniently located at or near the hospital’s entrance, making it convenient and uncomplicated for clients to catch the bus versus waiting for “will call” providers, benefiting the hospitals as well as Recipients. Similarly, this same program will be offered to physician’s offices. As our healthcare managers visit physician offices, education on this service is being provided

LogistiCare has experienced positive results in this program evidenced by an increased request for tickets. The following hospitals have been contacted and currently participating in this program:

Sentara Norfolk General Sentara Obici Hospital – Suffolk Bon Secours DePaul Medical Center - Norfolk Bon Secours Mary View Hospital – Chesapeake Sentara Leigh Hospital – Norfolk University of Virginia Medical Center – Charlottesville Medical College of Virginia – Richmond Sentara Potomac Hospital Children’s Hospital of Kings and Daughter’s

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

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DIGITAL ROUTE (GIS) DATA

LogistiCare utilizes digital routing information to identify potential riders. We have obtained digital routes from the following public transit companies:

GRTC – Richmond GLTC – Lynchburg HRT – Tidewater Valley Metro – Roanoke WMATA – Fairfax Connection, Arlington Regional Transit, DASH Alexandria

Transit Metro PTRC – Omnilink – Manassas and Woodbridge Blacksburg Transit HDPT Harrisonburg Arlington Regional Transit – Arlington

Utilizing the GIS/GPS data, LogistiCare is able to identify “mass transit eligible” riders. A Mass Transit eligible rider is a Recipient who resides within ½ mile of an existing route and/or bus stop.

To enhance the rider’s experience on public transit, LogistiCare has introduced “How-to-Ride” training and a “How-to-Ride” Guide. These services provide riders with tips on how to utilize public transportation and retain their independence.

VOLUNTEER DRIVERS

Volunteer drivers continue to play a significant role in LogistiCare’s network. Volunteer drivers are utilized for long distance trips, which would take a contracted provider’s vehicle out of the base area for the day and originating in rural areas that contracted providers are not always able to accommodate.

Recruitment of Volunteer Drivers is an ongoing process handled by our Network Development Department in conjunction with the Regional Managers. In some cases, we have found this to be a good starting place for individuals inquiring about becoming a transportation provider but do not have an established business. It gives them the opportunity to learn about NEMT before making a large investment.

There are currently 111 active volunteer drivers in the network.

GAS REIMBURSEMENT

LogistiCare continues to educate Medicaid Recipients about the gas reimbursement program. Educational on-hold messages have been added to the regional offices and the call center’s phone systems. LogistiCare has seen an 18% increase in the utilization of the gas reimbursement program since 2009.

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

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OUTREACH ACTIVITIES

COMMUNITY OUTREACH

The Virginia Operations took part in local community outreach that included donating books to local libraries, canned food to local food banks, raising money and participating in walk-a-thons to donate to local cancer treatment centers. The administrative office of Virginia Operations donated 23 desks to a local Richmond non-for-profit organization.

We are proud of the giving spirit of our employees demonstrated by the following:

Over 200 employees of the Virginia Operations donated 70 plus hours of personal time to local and national charities

Thirty books were donated to local libraries Twenty cases of canned food were donated to local food banks Twenty-five children benefited from the Angel Tree at Christmas time Over 100 coats were donated during the winter months Monetary donations of approximately $4,448.00 were collected to assist

ASPCA , National Multiple Sclerosis Society, St. Jude, Relay for Life, National Kidney Walk, Remote Area Medical, Marsh Blood Drive and many others

RAM (Remote Area Medical) is a major event each year for LogistiCare employees who not only travel from all over Virginia to participate, but from Maryland, Florida and Georgia. LogistiCare donated software, computer equipment as well as their time to this very worthy cause. Uninsured, underinsured and unemployed patients receive medical care provided by a host of volunteers and truckloads of donated supplies and materials in this three-day health care event. The clinic is a joint project of several health care and social services agencies, spearheaded by the Health Wagon, a mobile health clinic that serves the Appalachian area. Approximately 5,000 people were served this year.

During this reporting period, the HealthCare Managers (HCMs) also focused their effort in connecting with organizations that support the Medicaid population that LogistiCare serves. In determining LogistiCare’s community partners, the HCM’s gave preference to organizations that primarily affect our consumers, such as the National Kidney Foundation and Walk for Life (Relay for Life)

With the dedication of the HealthCare Managers, LogistiCare is a sponsor of Shore Fest events, which is a charity that provides donations for advance cancer research and treatment at the Shore Memorial Hospital on the Eastern Shore of Virginia.

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

PAGE 12 of 16

FACILITY & RECIPIENT EDUCATION

The Health Care Manager’s (HCM) strategic plan was to expand their outreach to include all facilities and individuals that use services offered by LogistiCare. This plan was ongoing throughout the year and intended to provide education, clarify concepts and methodologies regarding Non Emergency Transportation.

LogistiCare maintains a continuous focus on how to provide assistance, encourage facility motivation, learn about facility concerns, encourage a build up of Recipients’ knowledge of NET processes and scale up SNF gas reimbursement program. These approaches were accomplished by telephone calls, email messages and/or face-to-face meetings with the facility. When appropriate, the transportation provider’s who offer services in the community were included.

The HCM’s used the following criteria to determine the priority for which facility to visit:

Complaint Trend report Request by Facility for outreach Proactive Approach by contacting the facilities Scheduled Monthly or Quarterly meetings as needed Request by DMAS or LGTC Request by Client Other approaches not mentioned above

Facilitating this strategic plan, the HCM’s increased the number of facilities visited from 675 to 792, which is a 17 % increase over the previous reporting period.

The table below details the number of facilities visited, by facility type for the reporting period.

FACILITY VISITS

Nursing Home 192 Dialysis 206 CSB 56 Clinics and Physicians 75 Hospital 34 Intellectually Challenged 126 Adult Day Care (ADC) 42 Supportive Employment 14 Group Home 17 Center for Independent Living/Assisted Living 24 Other 6

TOTAL 792

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

PAGE 13 of 16

SKILLED NURSING FACILITY GAS REIMBURSEMENT PROGRAM

The Skilled Nursing Facility (SNF) Gas Reimbursement Program expanded to include qualified Supportive Employment facilities. As LogistiCare continued to promote the SNF gas reimbursement program, the HCM’s assisted by introducing the program to the facilities, as well as offering support and training.

The table below reports facilities in the program and the total volume for the reporting period.

Skilled Nursing Facility Number of

Trips

Amelia Ambulance 107

Autumn Care of Norfolk 9

Beth Shalom Village Nursing Home 229

Birmingham Green 989

Consulate Healthcare Williamsburg 4

Didlake INC 1,098

Presbyterian Homes & Family Services 10,374

Waddell Nursing and Rehab Center 5

Total 12,815

INCLEMENT WEATHER – PROACTIVE MANAGEMENT

BLIZZARD OF 2010

LogistiCare successfully managed the transportation needs of Medicaid Recipients throughout this winter storm. As a result of power outages, closed roadways and snow accumulations of close to 20 inches, the Herndon office remained closed.

During this time, the Norton Call Center answered the Where’s My Ride line, Transportation Provider line and managed dispatch. The Utilization Review Department contacted the dialysis centers, and other critical health care locations daily to obtain operational updates.

Meetings were conducted twice a day with key staff throughout this inclement weather period. We maintained effective communication between the regional offices and call center, which resulted in uninterrupted services to critical health care appointments for the Medicaid Recipients.

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

PAGE 14 of 16

SUGGESTIONS TO DMAS

RIDER NO SHOWS

Rider No Shows continue to be a common issue presented by transportation providers during meetings. When a member cancels at the pick up, the provider has lost on fuel, wages and vehicle maintenance. A call to LogistiCare from the Recipient to cancel would greatly reduce this issue.

The RFP specifies LogistiCare may identify Recipients with any unacceptable behavior, which includes not completing transportation they have requested. An approved system of warning letters proved to be effective; however, per the request of DMAS, this process was discontinued.

LogistiCare would like to revisit this procedure as a tool for behavior modification. Currently, transportation providers report on average a 20% cancellation rate. These seats could be occupied by Recipients who need a ride to and from their medical appointments.

ADDITIONAL CONSIDERATIONS

LogistiCare’s contract states in Section 4.3: “Fixed-Route Public Transportation: As the first option, the Contractor shall utilize the services of fixed-route public transportation if available and appropriate. Therefore, LogistiCare recommends that DMAS consider making it mandatory for Recipients who meet the minimum criteria below to utilize public transit:

Reside within (1/4 of a mile) of bus route or stop Be able to walk without assistance to a nearby bus stop Be between ages 18 and 65 years of age (Note: elderly Recipients and

persons with disabilities can ride at a reduced fare) Be able to receive and manage bus tickets/tokens/passes through normal mail

delivery systems Be able to climb and descend stairs to enter and exit public buses Successfully complete an orientation/travel training program with appropriate

agency Wheelchair patrons who can travel to bus stops safely may wish to ride the bus

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

PAGE 15 of 16

FUTURE PLANS

LOGISTICARE REPORTS MANAGER WEBSITE

Scheduled to be released soon, LogistiCare’s Report Manager Website will provide on-demand reporting for our broker clients.

The goal of the web site is to provide user-friendly access to data allowing our clients to monitor essential statistics of the business in real time, as well as review information pertaining to questions and complaints prior to or in lieu of contacting LogistiCare operations personnel.

The system is designed around our client’s needs and will include but not be limited to the following functions:

Browser based interface that requires no installation of software Assigns a client system administrator to setup client users Access to single trips, single complaints and Recipient eligibility verification

review (lookup by Recipient ID or Recipient name) Recipient review for basic demographics, such as last known address and

phone number that allows the client to update their system Access to basic summary reports about trip volumes/breakdowns, complaints,

utilization, call center statistics, etc Ability for the user to print the reported information or download the file in PDF

format Offers report parameters such as region, date range, level of service codes,

etc Grants the option to include trending graphs or charts Report headers include LogistiCare’s and client’s logo for a professional look Generates a log of each trip and complaint viewed by the client Generates a log and archives a copy of each report generated by a client Meets all SOX and HIPAA requirements

PUBLIC TRANSPORTATION

The Tide light rail is scheduled to open in May 2011 in Norfolk. The light rail has eleven stops and runs adjacent to I-264. It extends 7.4 miles from the Eastern Virginia Medical Center through downtown until it arrives at its last stop on Newton Road. At each of the eleven stops, HRT will provide a fixed bus route service. Recipients will be able to ride the Tide and the fixed bus route service using the same all day bus pass.

The Tide is a new and exciting transit system that will spark interest in riding public transportation, with direct routes and shorter travel times.

The Tide will be another opportunity for public transportation.

FOR QUESTION 15 (ANNUAL REPORT) ANNUAL REPORT JULY 2009 – JUNE 2010

PAGE 16 of 16

PUBLIC TRANSPORTATION COMMITTEE

A Public Transportation Committee will be established to discuss the challenges of encouraging Recipients to ride the bus and some possible solutions. Committee members will consist of Bob Knox - DMAS Transportation Manager, Cindy Franklin - Assistant General Manager, Brandon Carter - Public Transit Manager, Randy Nimmo - Region 4 Manager, a facility representative, a transit agency representative and a rural transportation provider. The first committee meeting will be held in October 2010.

For Question 20 (Ambulance Providers).

Name NPI Address City State Zip PhoneCOMMUNITY AMBULANCE SERV 1043223332 3601 OAKLAWN BLVD HOPEWELL VA 23861 (804) 862-2121WASHINGTON CO JOHNSON CITY EMS 1184633679 296 WESLEY STREET JOHNSON CITYTN 37601 (423) 975-5500RICHMOND AMB AUTHORITY 1134124431 2400 HERMITAGE RD RICHMOND VA 23220 (804) 254-1150FRANKLN FIRE & RESCUE 1770538365 100 S MAIN ST FRANKLIN VA 23851 (757) 562-8581FIRE PARAMEDICAL SVC 1114977816 100 BROOKE AVE STE 500 NORFOLK VA 23510 (757) 557-0833CHINCOTEAGUE VOL FIRE CO 1104823624 4028 MAIN ST CHINCOTEAGUVA 23336 (757) 336-5027GALAX GRAYSON 1992706725 305 W OLDTOWN ST GALAX VA 24333 (276) 236-3441ARLINGTON CO AMB SERV 1255342648 2100 CLARENDON BLVD STE 400 ARLINGTON VA 22202 (703) 228-3362LYNCHBURG FIRE DEPT AMB SERVS 1083664031 800 MADISON ST LYNCHBURG VA 24504 (434) 455-6340ABINGDON AMBULANCE SERV 1205819646 618 CAMPUS DRIVE ABINGDON VA 24211 (276) 628-2666A&B AMBULANCE SERVICE 1104837020 3601 OAKLAWN BLVD HOPEWELL VA 23861 (804) 541-8555SMYTH CO CONVALESCENT 1922086073 135 HARRIS LN MARION VA 24355 (276) 783-9795NEWPORT NEWS EMRG MED SERV 1215987276 2400 WASHINGTON AVE 6TH FLONEWPORT NEWVA 23607 (757) 926-8459DICKENSON COUNTY AMBUL SERV IN 1053380212 MAIN ST CLINTWOOD VA 24228 (276) 926-8896FOREST AMBULANCE SERVICE 1740271006 3090 ASPEN AVE HENRICO VA 23228 (804) 358-2595DAVIS AMBULANCE ENTRPRS 1235149030 3987 BACK HAMPDEN SYDNEY FARMVILLE VA 23902 (434) 392-4199PATIENT TRANSPORT SYSTEMS IN 1114950854 11 MAIN ST HALIFAX VA 24558 (434) 476-1501EASTERN SHORE AMBULANCE SERV 1205863453 23378 COMMERCE DR ACCOMAC VA 23301 (757) 787-7006REPUBLIC AMBULANCE SERVICE 1033102504 US ROUTE 60 BOX 52 CRAWLEY WV 24931REGIONAL ONE EMS 1144268079 135 FORESTDALE DR DANVILLE VA 24540 (434) 836-5252CITY OF CHESAPEAKE EMERGENCY 1659385938 304 ALBERMARLE DR CHESAPEAKE VA 23323 (757) 382-8293RADFORD AMBULANCE SERVICE 1154429678 206 6TH ST RADFORD VA 24141 (540) 981-8731G & W AMBULANCE INC 1578582433 38 WHITMORE SHOP RD HARRISONBU VA 22802 (540) 867-9092LIFE CARE MEDICAL TRANSP INC 1396714101 1170 INTERNATIONAL PKWY FREDERICKSBVA 22406 (540) 752-7721SOUTHSIDE RESCUE SQUAD INC 1093700742 810 W ATLANTIC ST SOUTH HILL VA 23970 (434) 447-5038CARILION PATIENT TRANSPO SVCS 1710934617 413 MCCLANAHAN ST ROANOKE VA 24014 (540) 981-8731COLONIAL BEACH VOL RESCUE SQUD 1801817903 225 DENNISON ST COLONIAL BEVA 22443 (804) 224-7750VA LIFELINE AMBUL SERVS 1851325351 4396 LOGAN LANE CHINCOTEAGUVA 23336 (757) 336-5402SURRY CO EMS 1306843107 1218 STATE ST STE 500 MOUNT AIRY NC 27031 (336) 783-9000LEBANON LIFESAVING CREW INC 1184690372 210 S CHURCH STREET LEBANON VA 24266 (276) 889-2674AMBULANCE SERVICE OF BRISTOL 1396713673 1718 SHELBY ST BRISTOL TN 37620 (423) 764-5555LIFE STAR AMBULANCE INC 1114947322 1941 SUSEX DR EMPORIA VA 23848 (434) 634-1144PORTSMOUTH FIRE RESCUE & EMERG 1528022571 4001 RIVER SHORE RD PORTSMOUTHVA 23703 (757) 463-0071SOUTHSIDE VA EMERGENCY CREW 1528163052 425 GRAHAM RD PETERSBURG VA 23805 (804) 861-2739AMC TRANSPORTATION 1083742035 173 MEDICAL CTR CIR FISHERSVILLEVA 22939 (540) 932-5777SALTVILLE RESCUE SQUAD INC 1104876168 126 BATTLEGROUND AVE SALTVILLE VA 24370 (276) 496-4531MERCY AMBULANCE SERVICE 1760596183 1061 E MAIN ST LEBANON VA 24267 (276) 889-3099CHESTERFIELD FIRE AND EMS 1174578702 10031 IRONBRIDGE RD CHESTERFIEL VA 23833 (804) 768-1360UNION RESCUE MONROE TRANSPORT 1578563425 78 PUMP ST UNION WV 24983 (304) 772-3383REGIONAL EMERGENCY MED SERV 1508856063 6580 VALLEY CENTER DRIVE RADFORD VA 24142 (540) 633-6743

For Question 20 (Ambulance Providers).

Name NPI Address City State Zip PhoneAMELIA AMBULANCE SERVICES INC 1780797159 16601 EGGLESTETTON RD AMELIA CT HSVA 23002 (804) 561-3322ROANOKE COUNTY FIRE AND RESCUE 1255337697 3568 PETERS CREEK RD ROANOKE VA 24019 (540) 561-8100NINE-FORTY FIVE RESCUE 1205824307 1289 BOISSEVAIN RD BOISSEVAIN VA 24606 (276) 945-2554ROCKINGHAM COUNTY EMS 1861489809 335 COUNTY HOME RD WENTWORTH NC 27375 (336) 634-3000GILES LIFE SAVING AND RESCUE 1811997745 1801 WENONAH AVE PEARISBURG VA 24134 (540) 921-4357TOWN OF CHILHOWIE FIRE DEPT AMBULANCE 1215925607 315 EAST LEE HWY CHILHOWIE VA 24320 (276) 646-3131HALIFAX COUNTY RESCUE SQUAD 1740230705 700 HAMILTON BLVD SOUTH BOSTOVA 24593CHORES & ERRANDS INC 1922091578 4578 G C PEERY HWY RAVEN VA 24639 (276) 964-2972RESCUE 33 AMBULANCE INC 1902867906 RT 83 SLATE CREEK GRUNDY VA 24614 (276) 935-4911FRIENDSHIP AMBULANCE SERVICE 1356311476 119 W MAIN ST WISE VA 24294 (276) 328-9111CITY OF ROANOKE EMER MED SER 1497859730 713 THRID ST SW ROANOKE VA 24016 (540) 776-9412PRINCE EDWARD RESCUE SQUAD 1093765976 500 BOSWELL ST FARMVILLE VA 23901 (434) 392-6973HIGHLANDS AMBULANCE SERV INC 1932271301 92 TOWN AND COUNTRY DRIVE ALEBANON VA 24267 (276) 889-0600BRISTOL LIFE SAVING CREW 1710952460 1601 EUCLID AVE BRISTOL VA 24201 (276) 669-5441DINWIDDIE COUNTY PUBLIC SAFETY 1376597583 13910 COURTHOUSE RD DINWIDDIE VA 23841 (804) 469-5388PHYSICIAN TRANSPORT SERVICE 1144225533 360 HERNDON PARKWAY STE 700HERNDON VA 20170 (571) 323-0810CARILION PT TRANSPORT SERV LLC 1710934617 413 MCCLANAHAN ST ROANOKE VA 24014 (540) 981-8731MAR-MAC TRANSPORTATION SVCS 1427051382 5000 INCUBATOR RD #101 HAMPTON VA 23661 (866) 343-7153CAPE CHARLES RESCUE SERVICE 1285613620 22215 SOUTH BAYSIDE DR CHERITON VA 23316 (757) 331-2392THE COMMUNITY FIRE COMPANY 1730120924 3356 MAIN ST EXMORE VA 23350 (757) 557-0833BLUEFIELD VA RESCUE SQUAD 1013028158 714 VIRGINIA AVE BLUEFIELD VA 24605 (276) 326-3763NORTHAMPTON FIRE & RESCUE INC 1083654776 10239 PINE AVE NASSAWADOXVA 23413 (757) 557-0833MARION LIFE SAVING CREW 1841279189 230 S PARK ST MARION VA 24354 (276) 783-4526CITY OF CLNL HGTS FIRE AND EMS 1336184597 100 B HIGHLAND AVE COLONIAL HEVA 23834 (804) 520-9387BLOXOM VOL FIRE COMPANY 1609821792 15312 BAYSIDE DR BLOXOM VA 23308 (757) 665-5262CHILDRENS HOSP OF THE KING'S DAUGHTERS 1720171945 601 CHILDRENS LN NORFOLK VA 23507 (757) 668-7114CARROLL COUNTY EMS 1659327625 605 PINE ST STE 1 HILLSVILLE VA 24343 (276) 730-3006LOGISTICARE 1699725143 5649 SOUTH LABURNUM AVE RICHMOND VA 23231 (804) 236-1570OAK HALL RESCUE INC 1336194604 30057 AMBULANCE RD OAK HALL VA 23416 (757) 824-3370NEW GARDEN RESCUE INC 1144261439 520 CIRCLE DR HONAKER VA 24260 (276) 873-6450STONE AMBULANCE SVC INC 1477528917 827B STARLING AVE MARTINSVILLVA 24112 (276) 632-2007LIFECARE AMBULANCE SERVICE 1205828779 1728 NORTON RD SW WISE VA 24293 (276) 328-4375UNITED AMBULANCE SERVICE INC 1790761864 2701 SHENANDOAH AVE NW ROANOKE VA 24018 (540) 981-0400VIRGINIA AMBULANCE SERVICE INC 1851394159 543 CROWELL LN LYNCHBURG VA 24503 (434) 832-0320VALLEY MEDICAL TRANSPORT 1528054681 333 W CORK ST STE 160 WINCHESTER VA 22601 (540) 536-2741BLAND COUNTY VOLUNTEER RESCUE 1144323478 1005 RAHN IND PARK BLAND VA 24315 (276) 688-4708CITY OF ALEXANDRIA FIRE DEPT 1902970593 900 SECOND ST ALEXANDRIA VA 22314 (703) 838-4600VICTORIA FIRE AND RESCUE CO 1053475897 1421 MAIN ST VICTORIA VA 23975 (434) 696-2605GREENBACKVILLE VOLUNTEER FIRE RESCUE 1063442424 1479 STOCKTON AVE GREENBACKVVA 23356 (410) 479-4790NEON VOLUNTEER FIRE DEPT INC 1124026935 50 RESCUE ST STE A NEON KY 41840 (606) 855-7303

For Question 20 (Ambulance Providers).

Name NPI Address City State Zip PhoneBRUNSWICK VOLNTR RESCUE SQUAD 1952390726 1458 LAWRENCEVILLE PLANK LAWRENCEVIVA 23868 (434) 848-3020RECTOR AND VISTORS 1780746891 855 W MAIN ST CHARLOTTES VA 22903 (434) 924-8344SCOTT COUNTY LIFE SAVING CREW 1699763086 108 PARK ST GATE CITY VA 24251 (276) 386-3571NOTTOWAY COUNTY EMER SQUAD 1467420323 501 E VA AVE CREWE VA 23930 (434) 645-7548CHILHOWIE AMBULANCE SVC INC 1619950052 824 EAST LEE HIGHWAY CHILHOWIE VA 24319 (276) 646-2288CLINTWOOD VOLUNTEER RESCUE SQ 1346238797 VOLUNTEER AVE CLINTWOOD VA 24228 (276) 979-9599PETERSBURG FIRE/RESCUE 1467557900 125 N UNION ST PETERSBURG VA 23803 (804) 733-2328GUARDIAN AMBULANCE SERV/AMB 1578557641 700 W SPILLER ST WYTHEVILLE VA 24382 (276) 228-9337ALLENS AMBULANCE SERVICE 1528013844 ROUTE 2 DILLWYN VA 23937 (434) 983-3170SULLIVAN CO EMER MED SERVICE 1154320687 3193 HIGHWAY 126 BLOUNTVILLETN 37617 (423) 323-6474WASHINGTON COUNTY LIFESAVING CREW INC 1295723658 65 PARK STREET ABINGDON VA 24210 (276) 676-2401WASHINGTON COUNTY FIRE & RESCUE 1629033667 15222 LEE HWY 92 BRISTOL VA 24202 (276) 669-1411CHASE CITY RESCUE SQUAD INC 1912957929 335 MECKLENBURG DR CHASE CITY VA 23924 (434) 372-2144AMHERST COUNTY DEPT OF PUBLIC SAFETY 1689624637 119 TAYLOR ST AMHERST VA 24521 (434) 946-9307BOYTON LIFE STATION INC 1861441073 349 MADISON ST BOYDTON VA 23917 (434) 447-6998CASTLEWOOD FIRE & RESCUE INC 1124066840 DONNIE DEAN DR CASTLEWOODVA 24224 (540) 762-0242CITY OF HOPEWELL BUREAU OF FIRE 1841245255 200 S HOPEWELL ST HOPEWELL VA 23861 (804) 541-2288AMELIA EMERGENCY SQUAD INC 1245287929 8930 OTTERBURN RD AMELIA VA 23002 (804) 561-2339HOPEWELL EMERGENCY CREW INC 1235170523 102 SOUTH 10TH AVE HOPEWELL VA 23860 (804) 458-3866TAZEWELL COUNTY FIRE RESCUE INC 1386632743 725 FAIRGROUND RD TAZEWELL VA 24652 (276) 979-9599MEDICAL TRANSPORT 1750384954 5792 ARROWHEAD DR VIRGINIA BEAVA 23462 (757) 671-7106CENTRA HEALTH INC 1770693939 1920 ATHERHOLT RD LYNCHBURG VA 24501 (434) 947-5412CULPEPER MEMORIAL HOSPITAL INC 1669538047 501 SUNSET LANE CULPEPER VA 22701 (540) 829-4100NEWBORN EMERGENCY TRANSPORT SYSTEM 1255493367 1215 LEE ST CHARLOTTES VA 22908 (434) 924-9853CITY OF HAMPTON DIVISION OF FIRE/RESCUE 1174578736 22 LINCOLN ST HAMPTON VA 23669 (757) 727-1202LEXINGTON LIFE SAVING & FIRST AID CREW 1831299536 350 SPOTSWOOD DR LEXINGTON VA 24450 (540) 462-3700CITY OF SALEM 1760484919 105 S MARKET ST SALEM VA 24153 (540) 375-3080CITY OF SALEM 1760484919 1900 EDDY AVE SALEM VA 24153 (540) 375-3098CITY OF SALEM 1760484919 201 S BROAD ST SALEM VA 24153 (540) 389-9013MIDDLESBORO FIRE DEPARTMENT AMBULANCE 1275583577 20TH & LOTHBURY MIDDLESBOR KY 40965 (606) 248-4683GOODSON KENDERHOOK VOLUNTEER FIRE DEPT 1154354330 19864 BENHAMS ROAD BRISTOL VA 24202 (276) 669-1251STAUNTON-AUGUSTA COUNTY FIRST AID & RESC 1265430698 1601 N COALTER ST STAUNTON VA 24401 (540) 213-2100DUKE UNIVERSITY HEALTH SYSTEM INC 1417954942 4101 N ROXBORO RD DURHAM NC 27704 (919) 681-6624TUCKER CNTY EMERG AMBLANCE SVC AUTHORITY 1689877003 201 WALNUT ST STE 1 PARSONS WV 26287 (304) 478-2296CITY OF MARTINSVILLE FIRE & EMS 1184674129 65 WEST CHURCH ST MARTINSVILLVA 24113 (276) 403-5203LANCASTER CO EMERGENCY SERVICE 1851345045 8311 MARY BALL RD LANCASTER VA 22503 (804) 462-6010HANOVER FIRE EMS 1245275403 13326 HANOVER COURTHOUSE R HANOVER VA 23069 (804) 537-6197MEDTRAN LLC 1255319919 509 CHALMERS ST SOUTH BOSTOVA 24592 (434) 572-0306SHADY GROVE VOLUNTEER FIRE AND RESCUE 1700886504 101 SHADY GROVE DR THAXTON VA 24174 (540) 890-7484MONTROSS VOLUNTEER RESCUE SQUAD 1245252329 72 LYELLS STREET MONTROSS VA 22520 (804) 493-8600

For Question 20 (Ambulance Providers).

Name NPI Address City State Zip PhoneFRANKLIN COUNTY PUBLIC SAFETY 1871543561 1488 FRANKLIN ST ROCKY MOUNVA 24152 (540) 483-3091PRINCE GEORGE EMERGENCY CREW 1437168481 6602 COURTS DR PRINCE GEOR VA 23875 (804) 733-2657FAIRFAX COUNTY FIRES RESCUE 1376575134 4100 CHAIN BRIDGE RD FAIRFAX VA 22031 (703) 246-2126PLEASANT HALL FIRE DEPARTMENT 1326049107 9722 CUMBERLAND PKWY PLEASANT HAPA 17246 (717) 532-5155AMERICAN LIFELINE MEDICAL TRANSPORT INC 1992752505 300 KENYON RD SUFFOLK VA 23435 (757) 539-4388PRIORITY 1 AMBULANCE BILLING LLC 1659392975 3819 HENDRICKS RD MIDLOTHIAN VA 23113 (804) 639-9112FLOYD COUNTY EMERGENCY MEDICAL SERVICES 1831143049 120 WEST OXFORD ST FLOYD VA 24091 (540) 745-9300STAT AMBULANCE SERVICES 1245224880 1 PARK ST PINEVILLE WV 24874 (304) 732-9112MECKLENBURG CO LIFE SAVING & RESCUE SQAD 1063495240 25 BURLINGTON DR CLARKSVILLEVA 23927 (434) 374-2466WAYNESBORO FIRST AID CREW INC 1134184773 201 WEST BROAD ST WAYNESBOROVA 22980 (540) 213-0528SOUTHAMPTON COUNTY 1679564421 18127 RAILROAD ST BOYKINS VA 23827 (757) 653-3015SOUTHAMPTON COUNTY 1679564421 1890 RAILROAD AVE CAPRON VA 23829 (757) 653-3015SOUTHAMPTON COUNTY 1679564421 25436 BRIDGE ST COURTLAND VA 23837 (757) 653-3015SOUTHAMPTON COUNTY 1679564421 35476 GENERAL MONHONE BLVDIVOR VA 23866 (757) 653-3015WHITE SULPHUR SPRINGS RESCUE SQUAD 1689674467 104 BIG DRAFT RD WH SULPHUR WV 24986 (304) 536-4122CITY OF SALEM 1760484919 415 ELECTRIC ROAD SALEM VA 24154 (540) 375-3097KENBRIDGE EMERGENCY SQUAD 1497705255 915 EAST 5TH ST KENBRIDGE VA 23944 (434) 676-2453PAW PAW VOLUNTEER FIRE DEPARTMENT 1235138710 44 MOSER AVE PAW PAW WV 25701 (304) 947-7181JEB STUART VOLUNTEER RESCUE SQUAD INC 1306889431 1258 AMERICAN LEGION RD PATRICK SPRIVA 24133 (276) 694-6171ISLE OF WIGHT COUNTY EMERGENCY SERVICES 1184676348 13036 POORHOUSE RD ISLE OF WIGHVA 23397 (757) 357-3191ELKHORN AMBULANCE SERVICE 1497720072 223 BRIDGE STREET ELKHORN CITKY 41523 (606) 754-5173SPOTSYLVANIA COUNTY BOARD OF SUPERVISORS 1306890587 9104 COURTHOUSE RD SPOTSYLVAN VA 22553 (540) 502-7095BOTETOURT COUNTY EMERGENCY SERVICES 1710090014 20 EAST BACK ST RM 156 FINCASTLE VA 24090 (540) 473-8301WYTHE COUNTY RESCUE SQUAD 1568481851 195 W SPRING ST WYTHEVILLE VA 24382 (276) 228-2671BLUE RIDGE MOUNTAIN VOLUNTEER FIRE CO 1326046194 181 KEYS GAP RD HARPERS FER WV 25425 (304) 728-8006WARREN COUNTY DEPT OF FIRE & RESCUE 1134173354 220 N COMMERCE AVE STE 300 FRONT ROYALVA 22630 (540) 636-3830CITY OF WILLIAMSBURG FIRE DEPT-EMS 1689620221 440 NORTH BOUNDARY ST WILLIAMSBURVA 23185 (757) 220-6221GREATER MANASSAS VOLUNTEER RESCUE SQUAD 1366496598 9322 CENTER ST MANASSAS VA 20111 (703) 806-3329MEDICAL TRANSPORT LLC 1750384954 5792 ARROWHEAD DR STE 200 VA BEACH VA 23462 (757) 671-7106ALTAVISTA EMS 1598719734 1510 MAIN ST ALTAVISTA VA 24517 (434) 369-4036FRIES VOLUNTEER FIRE DEPT & RESCUE SQAD 1942261847 343 FIREHOUSE DR FRIES VA 24330 (276) 744-2141BAYWOOD RESCUE SQUAD INC 1659338176 47 CROSSROADS DR GALAX VA 24333 (276) 236-6888COUNTY OF ORANGE FIRE & EMS 1770544405 112 W MAIN ST ORANGE VA 22960 (540) 672-7044CCDF VOLUNTEER FIRE DEPARTMENT INC 1922057835 2086 DRY POND HWY, PO BOX 603STUART VA 24171 (276) 251-1083HAYSI RESCUE SQUAD INC 1215975982 569 WAGON TRL HAYSAI VA 24257 (276) 865-4065CITY OF WINCHESTER FIRE & RESCUE DEPT 1033162599 231 E PICCADILLY ST STE 330 WINCHESTER VA 22602 (540) 662-2298CAMPBELL COUNTY PUBLIC SAFETY 1205949773 34 COMMUNICATIONS LANE RUSTBURG VA 24588 (434) 592-9539CAMPBELL COUNTY PUBLIC SAFETY 1205949773 12605 RICHMOND HIGHWAY CONLORO VA 24538 (434) 993-3211CAMPBELL COUNTY PUBLIC SAFETY 1205949773 1104 LYNCHBURG AVE BROOKNEAL VA 24528 (434) 376-2358CAMPBELL COUNTY PUBLIC SAFETY 1205949773 288 VILLAGE HWY RUSTBURG VA 24588 (804) 332-5606

For Question 20 (Ambulance Providers).

Name NPI Address City State Zip PhoneCAMPBELL COUNTY PUBLIC SAFETY 1205949773 8553 BROOKNEAL HWY GLADYZ VA 24554 (434) 283-4905PALADIN MEDICAL TRANSPORT INC 1538264262 2104A WEST THIRD STREET FARMVILLE VA 23901 (434) 315-5620SHEPHERDSTOWN VOLUNTEER FIRE DEPARTMENT 1598764789 8052 MARTINSBURG PIKE SHEPHERDSTOWV 25443 (304) 876-2311CULPEPER CO. OFFICE OF EMERGENCY SVCS 1952464935 14022 PUBLIC SAFETY CT CULPEPER VA 22701 (540) 825-2247FIELDALE-COLLINSVILLE VOL. RES. SQUAD 1093736258 1827 DANIELS CREEK RD COLLINSVILL VA 24078 (276) 647-3232WFUBMC AIRCARE CRITICAL CARE TRANSPORT 1912025404 MEDICAL CENTER BLVD. WINSTON-SALNC 27157 (336) 716-3668NORTH HALIFAX VOL. FIRE DEPT. 1386737575 4201 LEDA-GROVE RD. NATHALIE VA 24577 (434) 349-3500STAFFORD CO. FIRE & RESCUE DEPT. 1922110071 1739 JEFFERSON DAVIS HWY. STAFFORD VA 22555 (540) 658-7200SHENANDOAH COMMUNITY AMBULANCE 1124010293 220 N WHITE STREET SHENANDOAHPA 17976 (717) 214-6018PRIORITY PATIENT TRANSPORT INC 1962542233 49 LOG HOMES DR HARRISONBU VA 22801 (540) 438-7741CITY OF FREDERICKSBURG 1972676799 601 PRINCESS ANNE ST FREDERICKSBVA 22402 (540) 372-1059CITY OF FREDERICKSBURG 1972676799 510 WILLIAM ST FREDERICKSBVA 22402 (540) 373-3264GLADE SPRING VOLUNTEER LIFE SAVING CREW 1720129554 412 E GLADE ST GLADE SPRIN VA 24340 (276) 429-5522APPOMATTOX COUNTY RESCUE SQUAD 1437215704 763 CONFEDERATE BLVD APPOMATTOXVA 24522 (434) 352-5332JEFFERSONVILLE VOL RESCUE SQUAD INC 1558471664 407 STEELES LANE TAZEWELL VA 24652 (276) 988-9062CITY OF SUFFOLK FIRE AND RESCUE 1639260094 441 MARKET ST SUFFOLK VA 23435 (757) 923-2392VALLEY RESCUE SQUAD INC 1114110715 7720 HAYTERS GAP RD SALTVILLE VA 24370 (276) 944-5875BIG STONE GAP RESCUE SQUAD 1598800666 361 SHAWNEE AVE BIG STONE GAVA 24219 (276) 523-0251JAMES CITY COUNTY FIRE DEPT 1225243678 300 MCLAWS CIR STE 200 WILLIAMSBURVA 23186 (757) 220-0626CITY OF MANASSAS PARK FIRE AND RESCUE 1649487869 9080 MANASSA DR MANASSAS PAVA 20112 (703) 335-8845BEDFORD COUNTY FIRE & RESCUE 1164647608 1305 FALLING CREEK RD BEFORD VA 24523 (540) 587-0700AMERICAN MEDICAL RESPONSE 1083719801 2825 V STREET NE WASHINGTONDC 20018 (703) 494-3946APPALACHIA RESCUE SQUAD INC 1639192990 540 WEST MAIN ST APPALACHIA VA 24216 (276) 565-5710CAROLINE COUNTY DEPT OF FIRE & RESCUE 1164648317 17202 RICHMOND TNPK BOWLING GREVA 22427 (804) 633-9831LIFE LION CRITICAL CARE TRANSPORT SVCS 1922160563 500 UNIVERSITY DR HERSEY PA 17033 (623) 852-2141FAUQUIER CO DEPT OF FIRE & EMEM SVCS 1346446291 78 WEST LEE ST STE 101 WARRENTON VA 20186 (540) 347-6930NEW KENT FIRE RESCUE 1407054869 4315 N COURTHOUSE RD PROVIDENCE VA 23140 (804) 966-9618RIDGEWAY DISTRICT RESCUE SQUAD 1073713137 101 MAGNOLIA ST RIDGEWAY VA 24148 (276) 956-5889KING GEORGE COUNTY DEPT OF EMEM SVCS 1336330539 10459 COURTHOUSE DR STE 200 KING GEORGEVA 22485 (540) 775-9181WESTMORELAND COUNTY 1407039126 111 POLK ST MONTROSS VA 22520 (804) 493-0130DAMASCUS VOLUNTEER RESCUE SQUAD 1063442382 32094 GOVERNMENT ROAD DAMASCUS VA 24236 (276) 475-5509ALDERSON VOL FIRE DEPARTMENT 1740288653 303 MORNINGVIEW DR ALDERSON WV 24911 (304) 445-2022CRAIG COUNTY RESCUE SQUAD EMS INC 1356512206 258 PAINT BANK RD NEW CASTLE VA 24128 (540) 864-5115BLUE RIDGE VOLUNTEER RESCUE SQUAD 1699812495 1961 WILLIS GAP RD ARARAT VA 24053 (276) 251-1764CITY OF FAIRFAX FIRE DEPARTMENT 1194911099 4081 UNIVERSITY DRIVE STE 400 FAIRFAX VA 22030 (703) 385-7940CAPON SPRINGS FIRE DEPT 1942424460 RT 16 CAPON SPRINGS RD CAPON SPRIN WV 26823 (304) 874-4337TURBEVILLE VOLUNTEER FIRE AND RESCUE 1205035763 1002 MELON ROAD SOUTH BOSTOVA 24593 (434) 753-6726ALLENS AMBULANCE SERVICE 1164561601 4731 BELL ROAD DILLWYN VA 23936 (434) 983-3170CRAIG CO PAINT BANK VOL FIRE CO 1508022690 RT 311 PAINT BANK VA 24131 (540) 897-5200NICKELSVILLE RESCUE SQUAD 1649440876 11840 NICKELSVILLE HIGHWAY NICKELSVILL VA 24271 (276) 479-3262

For Question 20 (Ambulance Providers).

Name NPI Address City State Zip PhoneVALLEY AMBULANCE AUTHORITY 1477694784 3550 UNIVERSITY BLVD, MOON TWP PA 15108 (412) 262-2621LOUISA COUNTY DEPARTMENT OF EMS 1609046473 1 WOOLFOLK AVE LOUISA VA 23093 (540) 967-3491CHARLES CITY COUNTY 1306031596 10900 COURTHOUSE ROAD CHARLES CITYVA 23030 (804) 652-4720SANDY RIDGE VOLUNTEER RESCUE SQUAD 1023276854 109 CARICO RDG COEBURN VA 24231 (877) 731-5464LEE COUNTY RESCUE SQUARE THOMAS WALKER 1295907095 OLD HIGHWAY 58 EWING VA 24248 (276) 445-4283SOUTHERN MEDICAL TRANSPORTATION SVCS INC 1659529626 3813 POINT ELIZABETH DR CHESAPEAKE VA 23322 (757) 338-1681BETHANY VOLUNTEER FIRE DEPARTMENT 1346248259 ROUTE 88 SOUTH BETHANY WV 26032 (304) 829-4504MIDATLANTIC REGIONAL AMBULANCE INC 1083899363 549 PROGRESS LANE STE 106 VIRGINIA BEAVA 23454 (757) 273-7360INDEPENDENCE VOLUNTEER RESCUE SQUAD 1497952535 182 WEST MAIN STREET INDEPENDENCVA 24348 (276) 773-3343PROVIDENCE EMS TRANSPORT 1922258250 289 COMMONWEALTH BLVD MARTINSVILLVA 24112 (276) 629-5433PAGE COUNTY FIRE - EMS 1477718609 117 S COURT ST LURAY VA 22835 (540) 743-4142PAMPLIN VOLUNTEER FIRE AND EMS INC 1083898068 2394 PAMPLIN ROAD PAMPLIN VA 23958 (434) 248-6690LIBERTY FIRE COMPANY #1 1417956244 101 EAST LOCUST ST EAST BERUN PA 17317 (717) 259-7125VICTORIA FIRE AND RESCUE INC. 1790731263 1421 MAIN ST VICTORIA VA 23975 (804) 696-2605TOWN OF RICHLANDS INC 1801087275 200 WASHINGTON SQUARE RICHLANDS VA 24641 (276) 963-2189NELSON COUNTY RESCUE SQUAD, INC. 1528133428 84 COURTHOUSE SQ LOVINGSTON VA 22949 (434) 263-7000METRO-WASHINGTON AIRPORTS AUTHORITY 1386828283 1 AVIATION CIRCLE WASHINGTONDC 20002 (703) 417-8235NORTON RESCUE SQUAD INC 1891945739 1710 W MAIN AVE NORTON VA 24273 (276) 679-0423SPECIAL EVENT PROVIDERS OF EMERGENCY MED 1598901977 3769 STRATFORD ROAD VIRGINIA BEAVA 23455 (757) 287-7251BUCKINGHAM COUNTY VOL RESCUE 1639340615 222 WINGO ROAD DILLWYN VA 23936 (434) 983-3560POCAHONTAS MEMORIAL HOSPITAL 1831394949 RR 2 BOX 52W BUCKEYE WV 24925 (304) 799-7400CHATHAM RESCUE SQUAD INC 1316192933 28 MILITARY DRIVE CHATHAM VA 24531 (434) 432-8827SHENANDOAH RESCUE SQUAD INC 1740428960 544 4TH STREET SHENANDOAHVA 22849 (540) 652-3330JONESVILLE RESCUE SQUAD 1497921803 CORNER OF HORTON RD & OLI DJONESVILLE VA 24263 (276) 346-2161LEE COUNTY RESCUE SQUAD INC 1235305640 216 N KENTUCKY STREET PENNINGTON VA 24277 (276) 546-1691FRIENDSHIP FIRE COMPANY 1447259247 1000 WASHINGTON ST HARPERSFERRWV 25425 (304) 535-2211EAST TN CHILDREN'S HOSPITAL 1760476659 2018 W CLINCH AVE KNOXVILLE TN 37916 (800) 645-3055AUGUSTA VOL RESCUE SQUAD 1851515373 US ROUTE 50 AUGUSTA WV 26704 (304) 496-8223MATHEWS VOLUNTEER RESCUE SQUAD INC 1861647281 94 CRICKET HILL RD HUDGINS VA 23076 (804) 725-2800CITY OF MANASSAS FIRE AND RESCUE 1386885655 9324 WEST STREET STE 204 MANASSAS VA 20111 (703) 257-8458BASSETT RESCUE SQUAD INC 1164669628 1950 RIVERSIDE DRIVE BASSETT VA 24055 (276) 629-3107RICHMOND COUNTY EMS 1003053158 101 COURT CIRCLE WARSAW VA 22572 (804) 333-5089CUMBERLAND VOLUNTEER RESCUE SQUAD 1235379884 1641 ANDERSON HIGHWAY CUMBERLANDVA 23040 (804) 492-5754ROMNEY RESCUE SQUAD 1124242649 CENTER AVENUE ROMENEY WV 26757 (304) 822-4019PRATER VOLUNTEER RESCUE SQUAD INC 1568638724 1036 AIRPORT ROAD VANSANT VA 24657 (276) 597-2120MERCERSBURG MONTG PETERS AND WARREN FIRE 1740289123 132 N MAIN ST MERCERSBURPA 17236 (717) 328-5965EMERGENCY MEDICAL RESPONSE LLC 1053540922 3619 HIGH STREET PORTSMOUTHVA 23707 (757) 606-1950CITY OF POQUOSON FIRE & RESCUE 1407087893 500 CITY HALL AVE POQUOSON VA 23662 (757) 868-3000CENTRAL MIDDLESEX VOLUNTEER RESCUE SQUAD 1609102839 391 HILLIARD ST URBANNA VA 23175 (804) 758-4405WAVERLY VOLUNTEER RESCUE SQUAD 1407089592 115 BANK ST WAVERLY VA 23890 (804) 834-2835

For Question 20 (Ambulance Providers).

Name NPI Address City State Zip PhoneAUGUSTA COUNTY BOARD OF SUPERVISORS 1336372234 18 GOVERNMENT CENTER LANE VERONA VA 24482 (540) 245-5624OMNI TRANSPORT SYSTEMS CHARLESTON LLC 1801989488 1580 LEAST TERN LN NORTH CHARLSC 29405 (800) 645-3055NORTHWEST EMERGENCY MEDICAL SERVICES 1649279829 380 W BAINBRIDGE ST ELIZABETHTOPA 17022 (717) 361-8220YORK COUNTY DEPARTMENT OF FIRE AND LIFE 1811120959 301 GOODWIN NECK RD YORKTOWN VA 23692 (757) 890-3600FAYETTEVILLE VOLUNTEER FIRE DEPT INC 1649240219 101 WEST MAIN STREET FAYETTEVILLPA 17222 (717) 352-7723NEWPORT VOLUNTEER RESCUE SQUAD INC 1194054387 418 BLUEGRASS TRAIL NEWPORT VA 24128 (540) 544-7695PHI INC 1265754634 151 SPEED WAY BLVD BRISTOL TN 37621 (423) 416-4700COUNTY OF ROCKINGHAM VA 1447589072 20 EAST GAY ST HARRISONBU VA 22802 (540) 564-3175HARRISONBURG RESCUE SQUAD INC 1982938445 1700 RESERVOIR ST HARRISONBU VA 22802 (540) 271-3815AIR EVAC EMS INC 1720242829 1002 AVIATION DRIVE WILLIAMSBURKY 40770 (606) 539-0089ALBEMARLE COUNTY FIRE RESCUE 1104154608 460 STAGE COACH RD CHARLOTTES VA 22903 (434) 296-5833RICHMOND COUNTY EMS 1003053158 6674 RICHMOND ROAD WARSAW VA 22572 (804) 333-5089KING WILLIAM COUNTY EMS 1003130188 180 HORSE LANDING RD KING WILLIAMVA 23086 (804) 769-2654MADISON COUNTY BOARD OF SUPERVISORS 1588995062 1449 NORTH MAIN STREET MADISON VA 22727 (540) 948-4813PATRICK COUNTY EMERGENCY MANAGEMENT 1144467523 106 RUCKER STREET STUART VA 24171 (276) 694-4940FAUQUIER CO DEPT OF FIRE & EMEM SVCS 1346446291 210 HOSPITAL DR #100 WARRENTON VA 20186 (540) 347-6930LINCOLN FIRE CO 1 1477551265 5187 LINCOLN HIGHWAY WEST THOMASVILL PA 17365 (717) 792-1424ST CHARLES VOLUNTEER RESCUE SQUAD INC 1194992230 2461 ST CHARLES RD ST CHARLES VA 24283 (276) 383-4017PETERSTOWN VOL FIRE AND RESCUE 1720200991 218 MARKET ST PETERSTOWNWV 24963 (304) 753-4343RURAL RETREAT VOLUNTEER EMERGENCY SRVS 1649509365 218 EAST RAIL ROAD AVE RURAL RETREVA 24368 (276) 686-6964HENRY COUNTY BOARD OF SUPERVISORS 1518299908 1024 DUPONT RD. MARTINSVILLVA 24112 (276) 634-4660CHURCH HILL EMERGENCY MEDICAL SVCS, INC 1144239989 351 W MAIN BLVD CHURCH HILLTN 37642 (423) 357-7971CITY OF HAMPTON DIVISION OF FIRE/RESCUE 1174578736 1300 THOMAS ST HAMPTON VA 23669 (757) 727-1202STAFFORD CO. FIRE & RESCUE DEPT. 1922110071 1225 COURTHOUSE RD STAFFORD VA 22555 (540) 658-7200SPOTSYLVANIA COUNTY BOARD OF SUPERVISORS 1306890587 8800 COURTHOUSE RD SPOTSYLVAN VA 22553 (540) 507-7910STAT AMBULANCE SERVICES 1245224880 84 MAIN AVENUE PINEVILLE WV 24874 (304) 732-9112BROSVILLE COMMNITY VOLUNTEER FIRE DUTY 1487975140 11912 MARTINSVILLE HIGHWAY DANVILLE VA 24541 (434) 685-3797RINGGOLD VOLUNTEER FIRE DEPT, INC 1518279405 3880 TOM FORK RD RINGGOLD VA 24586 (434) 822-6989CARROLL COUNTY BOARD OF SUPERVISOR 1710143532 605-1 PINE ST HILLESVILLE VA 24343 (276) 730-3006WISE RESCUE SQUAD INCORPORATED 1891013520 302 RAILROAD AVE WISE VA 24294 (276) 328-3037AIR EVAC EMS, INC 1497986350 155 BALL PARK RD HARLAN KY 40831 (606) 573-4400MT. HERMAN VOLUNTEER FIRE DEPARTMENT INC 1851608871 4268 FRANKLIN TURNPIKE DANVILLE VA 24541 (434) 441-1470DELTA RESPONSE TEAM 1003125568 698 JONES ST APPOMATTOXVA 24522 (434) 665-6069BUENA VISTA RESCUE SQUAD INC 1912203019 2307 SYCAMORE AVE BUENA VISTAVA 24416 (540) 261-1719BATH COUNTY COMM HOSP 1417989278 106 PARK DR HOT SPRINGS VA 24445 (540) 839-7163

REVISED Attachment VII: Unduplicated Riders, State Fiscal Years 2009 & 2010

SFY 09 July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June Ambulatory 15,682 15,408 15,514 15,973 14,672 14,645 15,258 15,019 15,666 15,712 15,273 16,409 Wheelchair 4,548 4,481 4,512 4,631 4,237 4,369 4,384 4,337 4,502 4,463 4,436 4,568 Stretcher 2,402 2,271 2,238 2,456 2,215 2,545 2,459 2,250 2,276 2,126 2,132 2,218 Van Stretcher 562 703 765 788 642 599

659 623 776 933 865 913

Total 23,194 22,863 23,029 23,848 21,766 22,158 22,760 22,229 23,220 23,234 22,706 24,108 Eligible 251,451 255,529 257,506 260,475 262,718 259,231 254,048 258,849 260,402 263,343 265,433 264,499 Total Trips 320,690 293,294 298,482 319,981 258,614 290,006 279,552 277,238 303,287 312,623 292,390 327,387 Total Eligibility Utilization (Total Unduplicated / Total Eligible)

9.22% 8.95% 8.94% 9.16% 8.28% 8.55% 8.96% 8.59% 8.92% 8.82% 8.55% 9.11%

SFY 10 July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June

A 13,016 16,236 16,339 16,373 15,845 13,108 15,856 10,426 16,824 16,453 16,031 17,200 W 4,555 4,598 4,626 4,659 4,418 4,424 4,483 4,350 4,736 4,747 4,606 4,886 S 2,250 2,274 2,165 2,335 2,081 2,102 2,151 1,900 2,239 2,208 2,181 2,261

VS 850 742 658 757 714 820 790 840 980 1,726 731 748 Total 20,671 23,850 23,788 24,124 23,058 20,454 23,280 17,516 24,779 25,134 23,549 25,095

Eligible 262,465 267,621 270,065 274,544 276,914 268,935 263,838 265,411 266,249 273,249 274,319 272,756 Total Trips 351,091 312,377 313,154 322,615 282,385 296,043 287,230 255,879 340,488 326,024 306,107 346,210 Total Eligibility Utilization (Total Unduplicated / Total Eligible)

7.88% 8.91% 8.81% 8.79% 8.33% 7.61% 8.82% 6.60% 9.31% 9.20% 8.58% 9.20%

Source: LogistiCare & DMAS

Attachment XVIII

PROPRIETARY/CONFIDENTIAL INFORMATION IDENTIFICATION To Be Completed By Offeror and Returned With Your Technical Proposal

Trade secrets or proprietary information submitted by an Offeror shall not be subject to public disclosure under the Virginia Freedom of Information Act; however, the Offeror must invoke the protections of § 2.2-4342F of the Code of Virginia, in writing, either before or at the time the data or other material is submitted. The written notice must specifically identify the data or materials to be protected including the section of the proposal in which it is contained and the page numbers, and state the reasons why protection is necessary. The proprietary or trade secret material submitted must be identified by some distinct method such as highlighting or underlining and must indicate only the specific words, figures, or paragraphs that constitute trade secret or proprietary information. In addition, a summary of proprietary information submitted shall be submitted on this form. The classification of an entire proposal document, line item prices, and/or total proposal prices as proprietary or trade secrets is not acceptable. If, after being given reasonable time, the Offeror refuses to withdraw such a classification designation, the proposal will be rejected. Name of Firm/Offeror:__________________________, invokes the protections of § 2.2-4342F of the Code of Virginia for the following portions of my proposal submitted on ____________. Date Signature:_________________________________ Title:______________________

DATA/MATERIAL TO BE PROTECTED

SECTION NO., & PAGE NO.

REASON WHY PROTECTION IS

NECESSARY