How do non-emergency medical transportation services influence patients’ subjective well-being?

Source abstract

Subjective well-being (SWB) related to travel experience has been a growing area of interest in transportation research, particularly through the mediating effects of travel satisfaction. While prior studies have extensively examined this relationship in the context of commuting and leisure travel, the role of non-emergency medical transportation (NEMT) service quality in shaping SWB remains underexplored. These trips present unique challenges such as physical vulnerability, time sensitivity, and emotional stress. This study investigates how user perceptions of NEMT service quality influence service satisfaction and SWB using survey data collected among rural patients in Illinois. The results indicate that reliability is the most influential factor affecting service satisfaction; reservation technology, customer service, accessibility, and driver behavior also contribute significantly to satisfaction with NEMT, and subsequently SWB. These findings underscore the critical importance of reliable and user-friendly NEMT services in supporting patients’ well-being and shed light on how to improve NEMT systems.