FAQ’s

Q: What number do I call if I need an ambulance?

A: If you need an ambulance always, call 911.

Q: Can I get medical advice by calling 911?

A: No. Medical advice may only be given by your physician or other medical professional. If you contact your doctor’s office and you can’t wait for your physician to call you back, we will be glad to send you an ambulance and transport you to the hospital to be evaluated by a physician.

Q: How many calls did Henrietta Ambulance respond to in 2014?

A: Approximately 5,900 calls.

Q: Do all Henrietta ambulances go to calls with their lights and sirens on?

A: No. When a call comes in, it is carefully triaged by a certified Emergency Medical Dispatcher at 911 who utilizes a computer-based program to determine the most appropriate response for each call. The majority of calls are not immediately life threatening and therefore they do not require a lights and sirens response.

Q: What does it take to become an EMT or paramedic?

A: In order to be eligible for certification as an EMT or paramedic, you must graduate from an accredited program and pass the New York state exam. In Monroe County, EMT and paramedic programs are offered through MCC.

Q. Who should I contact if I have a question about my bill?

A. If you were a patient BEFORE 1/1/2015, call MedEx Billing at 1-800-716-8015. If you were a patient AFTER 1/1/2015, call Henrietta Ambulance at 585-321-5521.

Q. I pay for ambulance services on my tax bill, why do I also get billed when I use the service?

A. In order to cover the increased call volume (number of patients) and continue to provide the highest level of EMS to the residents of Henrietta, paid employees have been hired to supplement our volunteers. Understandably, this is not a cheap endeavor. In an effort to keep your taxes as stable as possible and to continue providing a top-notch service, it has become necessary for Henrietta Ambulance to bill patients for emergency ambulance service. Visit the Billing page for more information.

Q. Is the bill for ambulance treatment and transport covered by health insurance?

A. In most cases, yes. However, this depends in large part on the type of coverage you have and whether the service is considered medically necessary by your insurance carrier. The amount that your insurance company may pay towards ambulance transportation will vary based on the insurance contract you have with your insurance company. Visit the Billing page for more information.

Q. I was recently transported by ambulance and Medicare denied my bill for medical necessity. Why did they deny payment and what are my rights?

A. The Medicare program will only pay for ambulance services that it deems are medically necessary. In all cases, other means of transportation must be contraindicated due to the patient’s condition, regardless of whether other means of transportation are available. The patient’s condition must be acute and such that transport by other means would endanger the patient’s life, limb or bodily organs. A patient has the right to appeal Medicare’s decision. In the event that a patient’s bill is rejected, they can file an appeal for reconsideration. Simply obtain all of the information in regards to the service provided (i.e. ambulance records, emergency room records, physician notes, discharge orders, etc.) and mail them to the Medicare carrier requesting an appeal.

Q. Why does a fire truck come when I call for an ambulance?

A. Firefighters from the Henrietta Fire District serve as medical first responders on some emergency calls. They extricate patients from vehicle collisions, burning buildings and other hazardous conditions and assist Henrietta Ambulance Paramedics in patient assessment and stabilization.

Q. How can I get a copy of my Emergency Medical Services Records?

A. For more information, click here.

Q. What should I do when approached by an emergency vehicle?

A. State law requires motorists to yield the right of way to emergency vehicles who are traveling with lights and siren activated. The correct procedure is to pull to the right side of the road and come to a complete stop until the emergency vehicle has passed. Motorists heading toward the ambulance should also pull to the right side of the road and stop as both lanes of travel are required to stop as long as a divided median is not present. If you are stopped at an intersection with a traffic light, you should remain in your lane of travel so long as the ambulance has an open lane to go around you.

Q. Does Henrietta Ambulance provide community education programs?

A. Yes. For more information, see our For The Community section.

Q. I’m hosting an event and want an ambulance there; does Henrietta Ambulance provide this service?

A. Yes. We will provide ambulances at sporting and other events throughout the community. There is an hourly fee charged for events where an ambulance is required to remain at the event and in cases where the events location requires a dedicated ambulance. For more information and to schedule an ambulance to standby at an event, please e-mail Deb Curran (dcurran@henreittaambulance.org) or call (585) 334-4190. It is necessary for special event standbys to be scheduled in advance so that crews can be scheduled.