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Frequently Asked Questions

General FAQs

Frequently Asked Questions

  • What are your hours?

    Ontime Patient Transfer operates daily for scheduled non-emergency transfers. For bookings or enquiries please call +1 (613) 329 1319.

  • How do I make a booking?

    You can call our dispatch office at +1 (613) 329 1319. Our dispatchers will gather booking details as outlined under “Booking Information Gathered at Dispatch.” You can also email booking requests to info@ontimetransfer.ca.

  • When should I contact dispatch to book a transfer?

    Contact us as soon as possible. While we can accommodate same-day and short-notice transfers when availability allows, early notice ensures smoother scheduling and reduced waiting times.

  • Why do you need my name?

    We record the caller’s name so we can contact you for confirmations, updates or follow-up if required.

  • Why do you ask for the appointment time?

    Appointment time ensures the patient arrives on time for their appointment. We adjust pickup timing according to weather, traffic, or road conditions.

  • Will you honor a DNR order?

    Yes. We verify valid DNR documentation at dispatch and upon arrival. A copy should accompany the patient, and our staff will follow documented instructions.

  • Why do you require the patient’s weight?

    Knowing the patient’s weight ensures safe handling and determines whether additional equipment or team members are required.

  • Why do you ask for the number of stairs at a residence?

    This information helps us determine whether extra equipment or additional crew is required to safely move the patient.

  • Will you transfer psychiatric patients?

    Yes. We can transfer both voluntary and involuntary patients where appropriate. If restraints or additional security are required, an escort must be arranged with the facility.

  • Do you allow family members to accompany patients?

    Yes. Family members may accompany patients when space and safety permit. Please inform us during booking if family will travel along.

  • What if the patient is paying?

    The patient or family can call us at +1 (613) 329 1319. We accept cash, debit, master card

  • Do I need to sign anything?

    Yes. Signatures are required when transferring responsibility between our team and sending/receiving facilities to ensure proper handover.

  • How do I give compliments or concerns?

    You can reach our office at +1 (613) 329 1319 or email info@ontimetransfer.ca. Management will respond during business hours.

  • Can you double patients of opposite gender?

    This is acceptable if privacy and dignity can be maintained. We coordinate with the facility to ensure suitability and consent.

  • How do you maintain safety and standards?

    We follow clear operational policies, staff training, quality reviews, and updated protocols to maintain high safety and service standards.

  • What is your response time?

    Response times vary by location and availability. Our dispatch team will provide an estimated pickup time when you book.