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Staff Access
Transportation
Southwest Airlines e-passes Details
(MGH Social Service Only)
Sections:
Note on e-passes:
- These are e-passes. Passengers simply use a unique code to make their reservations.
- Each e-pass code is valid for one-way travel. Passengers will need TWO e-pass codes for a round-trip. (More on using e-passes)
- We may e-mail the e-pass codes and instructions. If we will be e-mailing e-passes please inform passengers that they will receive an encrypted e-mail from or Mass General Brigham; they will need to register to open it.
Guidelines
This program provides free, round-trip air travel for medical treatment at MGH, AND to CAREGIVERS to provide support to those undergoing treatment.
- To qualify, the patient must have ALREADY BEGUN TREATMENT at MGH.
- This is to avoid the appearance of "inducing" patients to get their care here by offering them something of value to do so. We cannot, for example, promise that if the patient gets here for the first treatment that we will give passes for future treatment.
- Appropriate and Inappropriate Uses - under our agreement with Southwest, e-passes are to be used to enable patients to get to medical treatment at MGH (and/or bring caregivers here).
- Appropriate uses: to enable treatment at MGH and to bring caregivers/support people from a distance to comfort a patient or to be with a patient at end of life.
- Inappropriate uses:
- Relocation
- Discharge only
- Clarification- this program DOES provide round-trip transportation. "Discharge only" means where the patient got here on own, perhaps via medflight, and now needs a discharge plan only. Since the program did not enable them to get to treatment this is not an appropriate use under our agreement with Southwest.
- Travel for funeral, memorial service, etc.
- Treatment at another facility. Travel should be coordinated by that facility.
Alternatives:
- Financial criteria - Under our agreement with Southwest, MGH "may use the e-Passes only for patients...who are unable (to) use such health care facility, unless they receive assistance from Southwest under the Grant." As a screening tool, some may ask the patient/caregiver if they would be able to get to MGH without the program.
In recognition that many of these patients are experiencing financial crises or instability due to their illness, however, the determination of financial need is left to the social worker's discretion.
- Passengers must be able to get to an airport served by Southwest.
- Southwest Airlines Route Map - Cities served; passes only valid for travel within the continental US and Puerto Rico*
- *The patient handout uses different language for permissible travel ("in the United States, its territories and its possessions, including Puerto Rico."), but Southwest does not fly to Alaska, Hawaii or other US territories or possessions at this time - 12/15.)
- International travel- Patients may be able to use pass to fly to/from a US city closer to their destination and then pay privately to use another carrier for the international flight. Not ideal, but may be less expensive than paying full fare.
- Patient must be Medically Stable
- Must be able to board an aircraft and sit with a seatbelt fastened for the duration of the flight.
- Must not require a constant supply of compressed or liquid medical/supplemental oxygen.
- Southwest Flight Attendants are trained in basic first aid and CPR and are not trained to provide extensive medical care while en route.
- Southwest may require a “medical certificate” (a letter from a medical provider) stating that the passenger will be able to complete the duration of the flight without the need for medical care. If the passenger has observable limitations that might be of concern to airline staff, please suggest he/she ask a medical provider for such a letter.
- Number of Passes - our 2024 guideline is a maximum of 6 round-trips (12 e-passes) per family per FISCAL year (through 9/1/24).
- To ensure equity and that passes issued are used passes are issued for one visit at a time (one round trip per traveler). You may apply for additional trips, under the annual maximum, as needed.
- Extenuating circumstances or need more? Contact us- we may have some flexibility depending on usage. Please contact your resource specialist or Ellen Forman to discuss.
Logistics:
- Requires a referral from an MGH Social Service department social worker, who must complete and sign the form.
- Referrals are accepted during normal business hours.
- Passes will be delivered as instructed in the form- via e-mail, mail or hand-delivered. Please do not refer or send patients/caregivers to the CRC.
- If we will be e-mailing e-passes please inform passengers that they will receive an encrypted e-mail and it may be from Partners Healthcare; they will need to register to open it.
- Release of PHI - PATIENTS who are traveling must sign an authorization for release of PHI before we may issue an e-pass (this is a simplified authorization form approved by HIS specifically for the Southwest airlines program)
- Faxed copies and scanned copies of signed form are acceptable.
- We do NOT need release forms for CAREGIVERS who are traveling (they are not patients, so we are not releasing protected health information about them).
- More information/explanation on the authorization for Release of PHI form.
- Excerpts (emphasis added):
- As part of the Grant program, the Social Service Department is required to periodically submit usage reports to Southwest Airlines. These reports indicate for each pass issued by the Social Service Department, the pass number, the date of issue, whether the traveler named on the pass was a patient or caregiver at the time of travel, and the origin and destination airports.
- Your name is not specifically included in any usage report, but it is possible that Southwest Airlines may be able to use the above information in combination with information in their reservations database to identify you. Southwest Airlines has assured us that the purpose of the usage reports is to help it track the travel passes and ensure they are being used appropriately. It has also assured us that it does not routinely cross-reference information in its reservation database with information in usage reports.
- Using e-passes
- Passenger Handout - e-pass Award Certificate - Community Resource Center staff will copy the e-pass codes into an e-pass Award Certificate document. The document will be given to staff/patient as directed in the application form.
- Patient instructions (from the e-pass Award Certificate):
- To make a reservation and redeem your Southwest flight e-pass, you must CALL a Southwest flight e-pass specialist at 1-877-551-1211. Open daily, from 7 a.m. – 10 p.m. (Central Standard Time), with exception of major holidays. (Southwest flight e-passes cannot be redeemed online.)
- Notify the Southwest flight e-pass specialist that you are traveling on a Southwest flight e-pass.
- Remember to write down your confirmation (record locator) number in order to check in on the day of travel.
- We may e-mail the e-pass codes and instructions. If we will be e-mailing e-passes please inform passengers that they will receive an encrypted e-mail and it may be from Partners Healthcare or Mass General Brigham; they will need to register to open it.
- Each leg of travel requires an e-pass code. Round-trip travel requires 2 codes.
Special Situations and Additional Information
- Other Participating Providers (other healthcare facilities participating in the program)
- Baby on Board- handout for pregnant women and those traveling with children under 2 years old.
- While airlines allow children under age 2 to ride on a parent’s lap, it is safer for a young child to ride in an FAA approved car seat. We will issue children their own e-passes.
- Southwest's Customer of Size policy
- Under normal circumstances, passengers who cannot put down both arm rests will need two seats to travel. Either they can purchase two seats in advance, and seek a refund for the second seat, or they can check-in at the gate and make their needs known.
- Passengers of size are encouraged to discuss their needs in advance with the Southwest flight e-pass specialist. If necessary we can issue an additional e-pass.
- Staff Meeting PowerPoint, January 2012
9/23 |
