From First Call to Booking and Everything in Between
When a loved one needs medical transportation—whether from home to hospital, hospital to rehab,
long‑term care to a specialist, or out of province—it can feel overwhelming. You may be dealing with new
diagnoses, discharge pressure, family emotions, and a clock that never seems to stop ticking. In the middle
of all that, you are suddenly expected to “organize transport.”
This is exactly where CTG Medical steps in. Our role is to make the entire process understandable,
manageable, and as stress‑free as possible—for patients, families, and care teams. Whether you or your
loved one are in need of stretcher, wheel-chair, of specialized shuttle bus transportation, CTG Medical is
equipped to get you where you need to be – safely, reliably, and affordably.
Below is a friendly guide to the A, B, Cs of Patient Transportation in Ontario, walking you from the very
first call to the moment your trip is confirmed.
A – Ask, Assess, and Align
The journey starts with a conversation, not a credit card.
Ask: Your first call
When you call CTG Medical, available 24/7, you don’t need to know the right terminology or have all the
answers. Our team will gently guide you through what we need to know:
- Did someone, a hospital, or a program recommend you call us?
- Who is the patient and where are they now?
- Where do they need to go—and when?
- Can they walk, use a walker, or do they need a wheelchair or stretcher?
- Are there oxygen needs, IVs, or other medical supports in place?
- Is this a one‑time trip or part of ongoing care (dialysis, oncology, LTC, etc.)?
- Is there anything else you want to share which you think is important?
- Would you like to speak with our Case Management / Social Work Team do discuss health navigation, emotional supports, and connection to community supports.
We expect that you might be struggling, not only in arranging this transportation need but also with
whatever has ensued to bring about the need – surgery, change of medical status, an accident or recent ER
visit; aging in place. We don’t want you to feel rushed, unsure, or upset. Our dispatch and care
coordination teams are trained to slow this moment down so it feels manageable.
Assess: Matching needs to the right level of service – What transportation do you
actually need?
Once we understand the situation, we help you figure out what kind of transport is safest and most
appropriate:
- Wheelchair transport for those who can sit upright but cannot safely manage stairs or long distances
- Stretcher transport for patients who need to remain lying down or have complex mobility or
medical needs - Higher‑acuity support for medically fragile or long‑distance transfers.
We explain the options in plain language—what each looks like, what equipment is used, and who will be
on the team—so you can make an informed decision without feeling pressured.
Align: Bringing everyone onto the same page
Medical transportation doesn’t happen in a vacuum. We work to align:
- Family expectations (timing, cost, who will accompany the patient)
- Hospital or LTC discharge plans
- Clinic or receiving facility appointment times
- Follow up plans – schedule in advance.
When appropriate, our team can speak directly with social workers, case managers, or discharge
planners to make sure the plan is realistic and safe. You don’t have to be the go‑between if you’re already
stretched.
B – Book, Build the Plan, and Be Prepared
Once we’ve clarified what’s needed, we move into booking and careful planning.
Book: Securing your date and time
We confirm:
- Pick‑up location (including unit, room number, or entrance)
- Estimated patient weight, medical status, ambulatory capacity.
- Drop‑off location (clinic, unit, specific department)
- Preferred time window, based on appointment or discharge
- Any special considerations (family member traveling along, language needs, cognitive concerns, etc.)
You’ll receive a clear confirmation so you know exactly what to expect—no guessing, no vague promises.
Build the plan: Behind‑the‑scenes coordination
After booking, our team gets to work:
- Assigning the right vehicle (stretcher vs wheelchair, local vs long‑distance, etc.)
- Scheduling the appropriate transfer team with the skills your situation requires
- Coordinating with hospitals, LTC homes, or clinics for safe hand‑off
- Reviewing medical information shared by the care team so we are prepared for mobility, behavioral, or clinical needs
This is the part families usually never see—but it’s where stress is removed and safety is built in.
Be prepared: Helping you get ready for the day
We’ll walk you through how to prepare:
- What documents to bring (health card, appointment letters, insurance info if applicable)
- What personal items might help (hearing aids, glasses, comfort items, phone/charger)
- Clothing considerations (layers, footwear, blankets if the patient feels cold easily)
- Medication instructions if any doses are needed close to travel time
If you’re feeling unsure, we encourage questions. There are no “silly” questions when it comes to a loved
one’s safety.
C – Care, Communication, and Continuity
The day of the transfer is where all the planning turns into lived experience.
Care: More than just a ride
When the CTG Medical team arrives, their job is not simply to “move” someone. They are there to:
- Introduce themselves and address the patient by name
- Explain each step—transfers, stretcher movement, seat belts, positioning
- Check comfort frequently: pain, temperature, anxiety
- Move at the patient’s pace, not the clock’s
Seniors, people with dementia, and those in crisis are especially sensitive to tone and pace. Our transfer
teams are chosen and trained with that in mind.
Communication: Keeping everyone in the loop
Clear communication reduces worry:
- We confirm arrival at the pick‑up location
- We provide updates if there are unforeseen delays
- We coordinate with receiving staff so they’re ready when we arrive
- We ensure that key details—mobility, behavior changes, or concerns noticed en route—are conveyed to the next care team
Families often tell us that simply knowing what is happening, and when, lowers their stress more than
anything else.
Continuity: Not a one‑time transaction
Many of our patients require recurring transportation:
- Dialysis three times a week
- Oncology treatments over several weeks
- Regular specialist visits from long‑term care
- Planned inter‑facility or out‑of‑region transfers
- Geriatrician or Geriatric Psychiatry Appointments
We work with case managers, social workers, and families to build ongoing schedules so you’re not
starting from scratch every time. Where possible, we try to provide consistent crews and predictable
routines—familiar faces matter, especially for those with cognitive or mental health challenges.
Why the Process Can Feel Overwhelming (And Why You’re Not Alone)
It is absolutely normal to feel overwhelmed when:
- Hospitals are talking about “discharge time,” “bed pressures,” and “transport” in the same breath
- You’re being asked to make decisions quickly when you’re tired or emotional
- You’re not sure what’s covered, what’s private pay, or what your options are
At CTG Medical, we see part of our role as translators & social navigators —turning a confusing system
into a series of clear, manageable steps. You don’t need to know the system language. You just need to
know what your loved one needs and trust us to help you get there safely.
How Our Teams Support You at Every Step
Across the A, B, Cs, several CTG Medical teams are working together:
- Dispatch & Coordination: Your first point of contact; they guide, ask the right questions, and
match you with the right service. - Case Managers & Social Workers: When involved, they help integrate transportation into the
bigger care plan—appointments, follow‑ups, community supports, and goals of care. - Transfer Teams: The professionals you meet in person; they bring the planning to life with skill,
compassion, and calm reassurance.
You are never “just a booking” to us. Every call is a story, every trip is a chapter in that story, and our job is
to make that chapter as safe, dignified, and smooth as possible.
We are here to serve, please feel free to call 24/7 to discuss your special need.