First, They Were Her Transporters. Then, "My Boys."

NanceTrans, Inc., Fullerton, Nebraska

Mary [not her real name] has cancer. And she needs transportation—to get to her doctor, and to her radiation therapy locations.

Put these two circumstances together, and you have a situation that’s unfortunate, but not unusual; put these circumstances together with Mike (her main driver), Tommy, and Jim, however, and you have a situation that is very special. She appreciates their thoughtfulness and service so much, she refers to them as “my boys.”

The three men are transportation providers for NanceTrans, a non-emergency medical transportation company based in rural Fullerton, Nebraska. NanceTrans, like the area it serves, is small. And in the right hands, small can mean personal in the best way. Francene, who runs the office, sums it up: “We don’t do mass pickups. We don’t go and pick up client A and on the way to drop them off, we pick up client B. We’re more of a one on one. All our clients know our drivers by first names. Our drivers know everybody by their first names. In conversation during transportation, they learn about each other. Sometimes, we find out a little bit more than what we need to know. That’s how it is.”

And with Mike, Tommy, Jim, and their clients, that’s how it always seems to be.

Good Drivers, Good Ethics
“We go that extra mile,” says Francene. “If somebody needs help, somebody’s using a walker, we go up and we assist. My drivers will lend an arm for the walk. They’re a very caring group. I think that’s why my drivers receive such good feedback.”

How good?

One of the “boys,” Jim, was the subject of a call Francene received from a client recently. “She told me how he walked all the way up to her apartment door— she uses a walker—and he gave her his arm, walked her all the way to the vehicle, provided the steps that we carry for her to get in, made sure she was buckled in, put her walker away, closed the door.” The client remarked that she couldn’t “even find words to explain how happy” she was with Jim’s service, but then she did: “I’ve had a lot of transportation services and I’ve never had one that went above and beyond like your driver did yesterday.”

Whenever some of the clients talk to Francene about Tommy, “they just giggle and just say, ‘Oh that Tommy, he’s just so accommodating,’ ” she says.

How does Francene find such caring drivers for her organization? “When I interview, that’s part of the thing that I really watch for because I believe in a strong work ethic,” she says. It’s a generational thing, she believes. “I don’t train my drivers to be the way they are. They are that way because that’s the morals and the values they were raised with. They were raised to respect.”

Francene mentions that a couple of her drivers served in the military, and one is a minister. “I have good drivers with good ethics,” she says.

Not Just Transporters—“Angels”
How important were Mary’s drivers to her well-being? Apparently, very. Because as anyone who’s experienced her journey, or known someone who has, physical and emotional supports are critical. Here’s an excerpt of a note from Mary’s RN case manager:

NanceTrans and Mike (driver),
Thanks for the great care you have given to our patient Mary. It is so important for our patients to keep their appointments and you have been wonderful in helping her do that. We also recognize the extraordinary care your driver had in staying with her to make sure she was okay when she had to go to the hospital.

And another, from the radiation nurse navigator at a cancer center:
Words cannot express how grateful I am to all of you in assisting our patient and friend, Mary. Her journey was difficult but you all made it better, brighter and easier for her. And I know she looked forward to seeing “her guys” every day. Know that you all have a special place in my heart for the loving care you gave Mary. You are not just transporters, but angels!

Francene concludes, “I wrote our mission statement, and it really defines our company.” It ends with this declaration: It is the mission of our board members and employees to provide safe, affordable and dependable transportation while still providing superior customer service in a courteous and non-discriminating manner that will meet and exceed any and all of the public’s expectations.

From the sound of your client feedback, Francene, it’s safe to say “mission accomplished.”

Heroes
For not just promising great care but literally walking the walk, from transport van to healthcare facility and back with your clients on your arms, thank you “boys,” Mike, Tommy, and Jim. You are Heroes.

Sincerely,
Modivcare's Go Digital! Team