Support for Patients

You’re safe at home, but you still need some help. We're here for you.

Boston MedFlight provides medically necessary care and transportation, regardless of race, creed, sex, nationality, or sources of payment for care.

Frequently Asked Questions

Are Boston MedFlight’s services covered by insurance?
No emergency transport request is ever turned away by Boston MedFlight for financial reasons. Boston MedFlight has a knowledgeable staff of billing specialists that assist patients with the insurance process.  Please contact us if you have a billing question. 
What kind of specialty medical equipment does Boston MedFlight carry?
Specialized, critical care equipment is available in all Boston MedFlight vehicles. All transport vehicles are equipped with transport ventilators capable of several modes of ventilation; invasive line monitoring equipment; internal and external pacing; external defibrillation; infusion pumps; Doppler; pulse oximetry; non-invasive blood pressure monitoring; extensive pharmacy and end tidal capnography. The transport vehicles can be reconfigured to accommodate an intra-aortic balloon pump or a neonatal isolette.
Is there a bill for services if Boston MedFlight is requested then cancelled en route to a hospital or to the scene of an accident?
No. As part of a Critical Care Transport System, Boston MedFlight understands that situations change while en route to the requested area. Boston MedFlight does not bill the requesting agency or hospital for cancelled requests.
What happens when Boston MedFlight is not available?

Boston MedFlight Communication Specialists will work with our colleagues in the critical care transport industry whom we work with daily to ensure safe and rapid transport for all patients.
How do you decide which vehicle is best for the patient transport?
First and foremost, all decisions are made with the patient's best interest and safety in mind. The Boston MedFlight Communication Specialists have access to many different resources to discuss the transport process and determine the best mode of transport. Among those resources are the sending facility staff, receiving facility staff, Boston MedFlight medical crew and Boston MedFlight medical control; all of whom are available 24 hours a day. Many different factors are taken into consideration when triaging between vehicles including patient acuity, pending emergency procedures, distance between the sending and receiving facilities, current and forecasted weather conditions, logistics at the sending and receiving sites and overall system status.
Can you take family members aboard during patient transport in the helicopter, fixed wing aircraft or ground critical care vehicle?
We try to meet family requests to accompany us in transport as often as possible, but sometimes it’s not always possible.
In the event of helicopter or fixed wing transport, the weight and balance of the aircraft must be considered by the Pilot-In-Command. This is the maximum weight that the aircraft can transport safely at any given time, which includes the weight of the medical crew, equipment, fuel, pilot(s), and patient. Second, the needs of the patient are taken into account. Third, the overall space in the patient care area is also a consideration. Finally, the emotional state of the family member can contribute to this decision.
If Boston MedFlight is unable to accommodate a family member, we will assist families and provide maps to the receiving facility as well as advise the facility of the arrival of family members.
For the ground critical care vehicle, one family member may accompany the patient and crew during the transport. Regulations require that family members must travel in the passenger seat with seatbelts fastened.
What kind of education does the medical crew receive at Boston MedFlight?
Each crew member must complete annual rotations at other facilities in areas such as high-risk obstetrics, pediatric and adult respiratory therapy, pediatric and adult operating room, SICU (surgical intensive care unit), radiology, intra-aortic balloon pump management, NICU (neonatal intensive care unit), ATLS, and EMS. Additional rotations can be added if a crew member has particular interests. In addition, there are regular case reviews and topic presentations at staff meetings. 
Crew members do extensive training in-house, including simulation training in our own simulation center.
Who owns Boston MedFlight?
Boston MedFlight is a 501c(3) non-profit charity. Although we are supported by our consortium hospitals, our main goal is to benefit the public at large and we are a separate non-profit organization.
How will medical information about me be used and disclosed and how can I get access to this information?
Please review our Notice of Privacy Practices.
How is Boston MedFlight funded? How much state funding?
Boston MedFlight is a 501c (3) nonprofit organization that receives funds from our patients and their families, foundations, corporations and other individuals. We do not receive any federal or state funding. Each year we try to raise funds for general operating support. Please visit the donate section of this site to learn about the many ways your gift can assist Boston MedFlight in achieving our mission and about the kinds of equipment we have to purchase on a regular basis to keep our patients safe and well cared for. All donations are tax deductible.
Who pays for all of the high priced, specialty medical equipment?
Boston MedFlight does. Patient safety is of upmost importance to us and why we invest in safety, technology, and training that protect both our patients and our crew.  While we are fortunate to receive funding from the consortium for these investments, we rely on donations to defray the cost of these items. Please visit our donation page for ways to donate.
Are the medical crew trained as co-pilots and are the pilots medically trained?
No, however cross training is critical and as such, each member has pertinent information and a healthy respect for each other's roles. The medical crew is considered part of the team. They assist the pilot in safety awareness in and about the aircraft, and identify and call out hazards such as other aircraft, wires, debris, and any other obstructions, which may impact flight safety.  Both medical crew members and rotor wing pilots are employed by Boston MedFlight and work together both in and out of our vehicles to ensure safe patient care and transport. 
How many bases does Boston MedFlight have?
Boston MedFlight has four bases in Massachusetts: Bedford, Plymouth, Mansfield and Lawrence
How many transports does Boston MedFlight do each year? How many times a year do you fly to the islands?
In 2019, we completed more than 4,700 patient transports in Boston MedFlight vehicles, of those, more than 550 were from the islands of Nantucket or Martha’s Vineyard.
What are your rights and protections under the No Surprises Act?

Patient Support Contact Information
For additional information or if you have questions, please submit your request using our contact form or call the Patient Financial Services team: 781-863-2213

Financial Assistance Information
If you believe you may qualify for free care or a reduction of an outstanding invoice, Patient Financial Services can help. Contact the Patient Financial Services team at: 781-863-2213.  

Representatives are available to assist you from 8:30 am - 5:00 pm, Monday - Friday (excluding holidays).

Important Forms
Insurance Information Form
Notice of Privacy Practices
NSA Notice Rights and Protections

We need your support to ensure we can continue to get the sickest of the sick to the care they so desperately need.