Frequently Asked Questions

Who can use the services?
Our services are primarily available to Veterans, adults and seniors who need a bit of extra support in accessing their medical appointments. We also assist individuals who are being discharged from hospitals or day-surgery clinics and require steady, safe support for the appointment-related process. At this time, we are unable to provide service to minors, as our insurance coverage does not permit appointment-related support for clients under 18.

Our phone line is available Mon-Fri from 7:00 a.m. to 6:00 p.m. Eastern; driving services can be scheduled 24/7. All voicemail messages are returned on the same business day.

We kindly ask for at least 72 hours’ notice whenever possible. This helps us schedule the right support for your appointment. We will always do our best to accommodate last-minute requests, depending on availability.
If you need to change or cancel an appointment, please let us know as soon as possible. Because a staff member is reserved specifically for you, cancellations with less than 24 hours’ notice may incur a minimum cancellation fee.

Yes. Depending on your needs, we can tailor our service to whatever provides you the most comfort — physically and mentally. Minimum charges may apply.

1. Once we arrive at the dwelling, we go to the door to inform the client of our arrival; whether it be a single dwelling unit or multi unit complex. This ensures that our clients are never left waiting in an entryway or having to look out their front window.

2. After introducing ourselves, as a reminder, we ask the client if they have all documentation required for their outing (for example: health card, hospital card, current list of medications, requisitions, etc.) Once this is confirmed, we will ensure the client is dressed properly for the weather and that he or she has any necessary mobility aids (ie. walker).

3. We provide complete physical and cognitive assistance for the duration of the outing. This includes everything from: transferring in and out of the vehicle; storing walking devices; helping the client to understand questions on a form; ensuring that follow-up appointments are recorded; taking general notes regarding the medical appointment (no medical instructions); helping in the pick-up of prescriptions; etc.

4. Once the client is back home, we help them through the entrance/doorway to ensure they are safely inside their residence.

Yes. We have the proper legal agreement in place that, as long as it is signed by the client, allows us to relay medical notes taken during appointments to anyone the client deems appropriate for us to do so.

Wheels for the Wise carries auto insurance covering the vehicles it owns and uses to provide its services. That insurance has limits of at least $2,000,000. Drivers who use their own vehicles to provide services for Wheels for the Wise are required to maintain a minimum of $1,000,000 in auto insurance on their vehicles.

We direct bill Medavie Blue Cross on behalf of Veterans, please call us and allow us to confirm your eligibility with Veteran Affairs Canada.
It will depend on your insurance provider. Ask your provider first, but yes, we do have clients that claim our services, or a portion thereof, though their insurance.

Our professional drivers and support staff are thoroughly vetted to ensure your safety and peace of mind. With clean driving records, Criminal and Vulnerable Sector Checks, and specialized trauma-informed, mental-health-aware training, they are equipped to reduce stress surrounding your medical appointments. For added protection, our drivers maintain enhanced insurance coverage and follow strict safety standards, ensuring every appointment-related journey meets the highest level of care and professionalism.