ModivCare Continues to Lead Maine’s Non-Emergency Transportation Services with Strong Q1 2026 Performance
MaineCare, Maine’s Medicaid program, has released its first-quarter 2026 performance metrics for non-emergency transportation (NET) providers, highlighting another period of strong operational performance across the state. Among the providers evaluated, ModivCare once again emerged as a leading performer, achieving high marks in reliability, service quality, and operational efficiency while serving tens of thousands of Maine residents who rely on transportation assistance to access healthcare services.
The latest results mark the fifth consecutive quarter in which ModivCare has exceeded all key state performance benchmarks. The company’s consistent success underscores its role as a trusted transportation partner for MaineCare members and demonstrates its commitment to ensuring that individuals across the state can access essential healthcare services safely, reliably, and on time.
Non-emergency transportation services play a critical role in the healthcare system, particularly for Medicaid beneficiaries, seniors, individuals with disabilities, and residents living in rural communities. Access to transportation can often determine whether a patient attends a medical appointment, receives preventive care, follows through with treatment plans, or manages chronic health conditions. By providing dependable transportation services, NET providers help eliminate barriers to healthcare access and improve health outcomes for vulnerable populations.
During the first quarter of 2026, ModivCare delivered more than 94,000 rides per month to Maine residents, making it the highest-volume provider of non-emergency transportation services in the state. Despite managing the largest share of transportation demand, the company continued to achieve performance levels that exceeded state requirements and outpaced competing providers across multiple key metrics.
One of the most significant indicators of service quality is on-time performance (OTP), which measures the percentage of rides completed within the designated service window. According to the MaineCare report, ModivCare achieved an on-time performance rate of 93.06% during the first quarter of 2026. This result surpassed the state’s minimum performance requirement of 85% by more than eight percentage points.
The achievement is particularly noteworthy because it represents the ninth consecutive quarter in which ModivCare has exceeded both MaineCare’s performance threshold and the results reported by competing transportation providers. Additionally, the company improved its on-time performance compared with the previous quarter, reflecting ongoing investments in operational improvements and service enhancements.
Maintaining high levels of punctuality is essential in healthcare transportation. Patients often depend on transportation services to attend scheduled medical appointments, receive treatments, undergo diagnostic testing, and access specialized care. Delays or missed appointments can negatively impact patient outcomes and create additional burdens for healthcare providers. ModivCare’s continued improvement in on-time performance demonstrates the company’s focus on ensuring that members arrive at appointments when needed and experience dependable service throughout their healthcare journeys.
The company attributes much of its success to its willingness to listen to member feedback and continuously refine its operations. By evaluating performance data, gathering customer insights, and implementing process improvements, ModivCare has been able to strengthen service delivery while maintaining high standards of reliability.
Beyond punctuality, ride completion rates remain another critical measure of transportation performance. During the first quarter, ModivCare completed more than 55% of all non-emergency transportation trips provided statewide. This means that more than half of all MaineCare transportation rides were delivered by the company, highlighting its significant role in supporting healthcare access throughout Maine.
Despite handling the highest volume of trips among all transportation providers in the state, ModivCare maintained exceptionally low missed-trip rates. The company missed fewer than two trips per 1,000 scheduled rides during the reporting period. In comparison, competing providers reported missed-trip rates ranging from three to six trips per 1,000 rides.
These results demonstrate the company’s ability to scale operations effectively while maintaining service quality. High ride volumes often present operational challenges, including scheduling complexity, driver availability, geographic coverage requirements, and fluctuating demand patterns. Successfully managing these factors while maintaining low missed-trip rates reflects the strength of ModivCare’s transportation network and operational infrastructure.
For MaineCare members, low missed-trip rates translate into greater confidence that transportation will be available when needed. Reliable transportation can be particularly important for individuals managing chronic illnesses, undergoing ongoing treatments, or living in remote areas where transportation options may be limited.
Another important measure highlighted in the report is customer satisfaction and complaint management. According to MaineCare’s Q1 2026 data, ModivCare maintained a complaint rate of just 0.07%, equivalent to approximately seven complaints for every 10,000 rides provided.
This figure represents an improvement of 0.02 percentage points compared with the same period in the previous year. Considering the company’s large transportation volume, the low complaint rate reflects a strong commitment to customer service and operational consistency.
Maintaining such a low complaint rate requires attention to every aspect of the member experience, including ride scheduling, communication, vehicle quality, driver professionalism, punctuality, and overall service reliability. The improvement over the previous year suggests that ModivCare’s efforts to enhance service quality continue to generate positive results for members and stakeholders alike.
Company leadership views the latest performance metrics as validation of ongoing efforts to strengthen operations and deliver dependable transportation services to Maine residents.
“Our continued excellence in delivering safe, reliable, timely transportation demonstrates the dedication of our local team and provider network to the Mainers who depend on us to access essential healthcare services,” said Edward Hoffman, Senior Vice President of National Transportation and Mobility Operations and Strategy at ModivCare.
Hoffman noted that the company has remained focused on continuous improvement and accountability. In January 2026, ModivCare appeared before the Maine Legislature’s Committee on Health and Human Services, where company representatives reaffirmed their commitment to enhancing transportation operations and providing high-quality service to MaineCare members.
According to Hoffman, the company’s latest performance results demonstrate meaningful progress toward those goals.
“In January 2026, we testified before the Committee on Health and Human Services and reaffirmed our commitment to strengthening our operations and delivering the highest quality of non-emergency transportation for all Mainers,” Hoffman said. “Five consecutive quarters of leading and improving performance prove we’re delivering on that promise, and we have no intention of slowing down.”
Looking ahead, ModivCare plans to continue collaborating with state officials, healthcare organizations, transportation partners, and community stakeholders to improve healthcare access throughout Maine. The company recognizes that transportation remains a critical social determinant of health and that reliable mobility solutions can help improve outcomes while reducing barriers to care.
As healthcare systems increasingly focus on patient-centered care and health equity, dependable transportation services are becoming an essential component of comprehensive healthcare delivery. By helping patients attend appointments, access preventive care, and remain connected to healthcare providers, transportation programs contribute to stronger healthcare outcomes and more efficient healthcare systems.
The first-quarter 2026 MaineCare performance report reinforces ModivCare’s position as a leading provider of non-emergency transportation services in the state. Through strong on-time performance, low missed-trip rates, high ride volumes, and continued improvements in customer satisfaction, the company has demonstrated its ability to meet the needs of MaineCare members while exceeding state performance standards.
As Maine’s healthcare landscape continues to evolve, ModivCare remains focused on building upon its record of success and delivering the quality, consistency, and reliability that Maine residents depend on. The company’s continued performance improvements suggest that it is well-positioned to support growing transportation needs while maintaining the high standards that have distinguished its service over the past several quarters.
About Modivcare
Modivcare is transforming healthcare by connecting people with the care they need, wherever they are. Modivcare serves a diverse array of patient populations, from children to older adults, delivering reliable, high-quality care to people living in communities ranging from large, densely populated urban areas to sparsely populated rural communities. The company’s value-based solutions ensure members receive the essential care they need, helping its customers manage risks, reduce costs, and improve health outcomes. ModivCare is a leading provider of non-emergency transportation, personal care services, and monitoring solutions. ModivCare provides non-emergency transportation services in Maine under Modivcare Solutions, LLC. To learn more about Modivcare
