Are the elderly being taken for a ride?

A quick visit to the doctor may seem ordinary for most, but it remains challenging for elderly people living in care who seek the help of outside services. In these instances, many pensioners ask care home staff to arrange a taxi or a so-called 'taxi-ambulance'. To raise awareness of the problematic practices of these taxi-ambulances, RTL was contacted to investigate.

These practices are commonplace all over the country but the person specifically addresses an instance with her mother who is currently a resident in a care home* in Remich.

At the end of 2022, the woman had three appointments at her ophthalmologist and asked staff to book her a taxi. A company which offers taxi-ambulance services from Esch-sur-Alzette was contacted to arrange transport for the elderly woman within Remich. This arrangement was indeed put in place, but the journey was calculated from Esch-sur-Alzette to Remich because the company has its headquarters in Esch-sur-Alzette. The entire trip cost 105 euros in each of the three cases.

Partly paid in cash, partly referred to CNS

In two cases, the woman was told that the bill would go directly to CNS for reimbursement. In one case, the driver allegedly asked for 40 euros without issuing a receipt. The invoice would have stated that it was an ambulance trip, and not a regular taxi service. Staff at the nursing home had, in fact, called a taxi for the resident.

RTL contacted the taxi-ambulance company, which explained it is not a classic taxi firm, as all trips must have a medical reason. Furthermore, according to the company, all drivers are medically trained.
The company confirmed to RTL that all rides are reimbursed, at least partially, by the CNS.

Not all fares reimbursed by the CNS

But after taking a closer look at the reimbursements, this is anything but true: According to both the CNS and Ministry of Family Affairs, not all fares are reimbursed by the health fund. The CNS only reimburses a partial amount in the case of repetitive medical treatment, such as radiation therapy, but not for scheduled doctor visits.

In this specific case, the question arises as to why nursing home staff first called the woman a taxi from the company based in Esch, which included the fare to Remich, and secondly, did not point out that the trip to an eye doctor was not reimbursed by the CNS.

© RTL/Archiv

Taxi alternatives

The pricing landscape for this industry remains unclear. The Ministry of Family Affairs stipulates that taxi-ambulance companies are allowed to set their prices freely, and must display them transparently.

The company is amongst 90 taxi firms registered with the CNS. When asked, the retirement home operator in Remich said that in 90% of cases a family member takes an elderly person to the doctor. The retirement home also offers its own transport service, at a basic flat rate of 7 euros plus 14 cents per kilometre.

Should a person opt for an external taxi company, a mandate will be requested from the resident or a family member, in which it is explained that the resident was offered the 'internal alternative'. This mandate was put in place one year ago, in response to criticism by the person who later contacted RTL.

No license needed to be called a 'taxi' firm

According to the law, nothing currently prevents a company from using the word taxi in its name, even if it does not have a taxi license at all.

In the Remich case, the trips were made with a "hired vehicle with driver as part of a CNS trip". Therefore, no legal infraction was made.

The Ministry of Mobility has commented that it is aware of this general problem; the Ministry stated it would try to adapt the law on taxis and hired vehicles with drivers, for greater transparency and security for customers.

In response to the issue, the CNS further underlined that complaints on this matter can be made here.

As for the 315 euros the woman from Remich was asked to pay for her tree trips, there is little chance she will see this reimbursed.

*Name is known to the editor.