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Committee flags unauthorized stops on hospital shuttle, will contact MWRTA and vendor
Summary
Committee members reported drivers making unscheduled stops on the Boston hospital shuttle, including at least one missed appointment; Chair Dan Carty will contact MWRTA (Jim) and the vendor to investigate route integrity and explore adding a Waltham stop.
Nickole Boardman told the committee that the Boston hospital shuttle has had multiple instances of drivers adding unscheduled stops and that at least one passenger missed an appointment after a route deviation.
The committee discussed whether the hospital shuttle could accommodate recurring trips to Waltham for disabled adults. Members noted Dial-A-Ride’s limited hours (Tuesdays and Thursdays, 4–6:30 p.m.) and that expanding hours through the MBTA assessment is not feasible for FY27; the earliest assessment change would be the FY28 budget cycle. The committee agreed Dan Carty should contact MWRTA (Jim) to raise route-integrity concerns, ask about adding a Waltham stop, and clarify costs and options for expanded Dial-A-Ride hours. The committee also discussed pursuing FedNor as a wheelchair-accessible vendor though vendor response has been limited.
Why it matters: Reported route deviations put appointment reliability at risk for riders who depend on the shuttle for medical care. The committee directed follow-up to determine responsibility, whether service deviations are contract issues, and whether alternative providers or contract changes are needed.
Next steps: Dan Carty to contact MWRTA and the vendor; committee to evaluate FedNor as possible contractor for wheelchair-accessible transport.
