B
Operations

B Leg

Definition
Industry shorthand for the return segment of a round trip. It represents the movement from the appointment facility back to the member's residence.

Overview

Why it Matters

The B Leg is the most common source of complaints (e.g., "I've been waiting 2 hours to go home"). It is harder to schedule because appointment durations vary.

How it Works

The B Leg is often booked as a "Will-Call." The driver is not dispatched until the member calls to say they are finished.

Code Comparison

Comparison: B Leg vs. A Leg

A Leg has a fixed drop-off time (Must be there by 10:00 AM). B Leg has a flexible pick-up time (Ready when ready).

Common Questions

  • Stacking: Scheduling a driver's A Legs so tightly that they have no gaps to perform B Legs, leaving return patients stranded.
  • Wrong Address: Assuming the B Leg destination is the same as the A Leg origin (the member might want to go to a pharmacy afterwards, which requires a new authorization).
  • Assign "Floater" drivers specifically for B Legs during peak hours.
  • Utilize "Return Ride" automated text messages so patients can tap a link to request their B Leg pickup.

Sources

NEMT Operational Standards (Contextual usage alongside 'A Leg')