W
Definition
A return trip scheduled without a specific pickup time. The driver drops the patient off (Leg A) and does not return until the patient or facility calls to say, "I am ready" (Leg B).
Overview
Why it Matters
Medical appointments are unpredictable. Scheduling a fixed return time (e.g., 2:00 PM) often results in the driver waiting for an hour or the patient being left behind. Will-Call offers flexibility.
How it Works
The return leg sits in a "Pending" or "Floating" status on the dispatch board. When the call comes in, the dispatcher assigns the nearest available driver.
Code Comparison
Comparison: Will-Call vs. Scheduled Return
Scheduled Return: "Pick me up at 2:00 PM exactly."
Will-Call: "Pick me up when I call you."
Common Questions
- The One-Hour Window: Most contracts allow providers up to 60 minutes to pick up a Will-Call after notification. Members often expect it to be instant (like Uber) and get angry.
- Closing Time: A patient calls for their Will-Call at 5:05 PM, but the dispatch office closed at 5:00 PM.
- Encourage facilities to call 30 minutes before the patient is fully ready to reduce lobby wait times.
- Use automated SMS tools so patients can tap a "Ready for Pickup" button on their phone instead of calling a busy dispatch line.
Sources
TCRP Report 130 - Paratransit Scheduling