MedicaidAdministrativeMedium impact
Important Notice Transportation Communication - Call the Car System Outage
L.A. Care Health Plan·CA·Provider Communication
Effective date
May 22, 2024
We identified it
Jun 20, 2026
Summary
L.A. Care's transportation vendor Call the Car experienced a system outage due to potential malware/ransomware on May 22, 2024, causing delays in scheduling non-emergency medical transportation. Providers should limit calls and schedule only within specified advance timeframes to reduce call volume during system recovery.
Action Required
Immediately: Staff who schedule patient transportation through Call the Car should limit scheduling calls and follow these timeframes: NEMT discharges/transfers same day, regular NEMT minimum 2 business days, door-to-door NMT minimum 2 business days, curb-to-curb NMT minimum 3 hours. Avoid scheduling too far in advance to help reduce system load during recovery.