FAQ — Guardian Secure Transit

Question 1

How do we set up a referral relationship with Guardian Secure Transit?

Accepted Answer

Setting up a referral relationship is simple. Contact our dispatch team by phone at (303) 555-0100 or email us at referrals@guardiansecuretransit.com. We'll schedule a brief onboarding call to understand your facility's protocols, documentation requirements, and preferred communication methods. Most facilities are fully onboarded within 24–48 hours.

Question 2

What information do you need to schedule a transport?

Accepted Answer

To schedule a transport, we need: the patient's name and date of birth, the origin and destination facility addresses, the transport type (voluntary, involuntary, court-ordered, etc.), any special handling requirements or safety considerations, the name and contact of the referring clinician or case manager, and the requested transport time. We'll confirm all details before dispatch.

Question 3

How far in advance do we need to schedule a transport?

Accepted Answer

For planned transports, we recommend at least 2–4 hours advance notice to ensure optimal staffing and routing. For urgent or crisis situations, contact our 24/7 dispatch line directly — we maintain on-call capacity for same-hour response when needed. We'll always communicate our ETA clearly.

Question 4

Are your staff trained specifically for behavioral health transport?

Accepted Answer

Yes. All Guardian Secure Transit personnel complete specialized training in behavioral health transport, including de-escalation techniques, crisis intervention, trauma-informed care, and behavioral health-specific safety protocols. This training goes well beyond standard EMT or transport certifications and is updated regularly.

Question 5

How do you handle patients who are agitated or resistive?

Accepted Answer

Our staff are trained in evidence-based de-escalation techniques and are experienced in working with patients in acute behavioral health crises. We prioritize verbal de-escalation and patient dignity at all times. Our protocols are designed to minimize distress and ensure the safety of both the patient and our team throughout the transport.

Question 6

What happens if a patient's condition changes during transport?

Accepted Answer

Our dispatch team maintains real-time communication with transport crews throughout every trip. If a patient's condition changes, our team follows established protocols: contacting the receiving facility immediately, notifying the referring facility, and — if medically necessary — diverting to the nearest appropriate emergency facility. All incidents are documented and reported promptly.

Question 7

Do you transport patients on psychiatric holds (5150/5250)?

Accepted Answer

Yes. We are experienced in transporting patients on involuntary psychiatric holds, including 5150 and 5250 holds. Our staff understand the legal requirements, documentation standards, and patient rights associated with these transports. We coordinate directly with your clinical and legal teams as needed.

Question 8

Are you HIPAA compliant?

Accepted Answer

Yes. Guardian Secure Transit operates in full compliance with HIPAA regulations. All staff receive HIPAA training, patient information is handled according to strict privacy protocols, and our documentation practices meet the standards required by healthcare facilities. We can provide our HIPAA compliance documentation upon request.

Question 9

What documentation do you provide after a transport?

Accepted Answer

After every transport, we provide a complete transport record including: transport date, time, and route; patient handoff documentation; any incidents or observations during transport; confirmation of safe arrival at the receiving facility; and staff names and credentials. Documentation is provided to both the referring and receiving facilities.

Question 10

Are you licensed and insured in Colorado?

Accepted Answer

Yes. Guardian Secure Transit holds all required Colorado state licenses for non-emergency medical transportation. We carry comprehensive liability and professional insurance coverage that meets or exceeds the requirements of the healthcare facilities we serve. Copies of our license and insurance certificates are available upon request.

Question 11

Can you provide documentation for court-ordered transports?

Accepted Answer

Yes. For court-ordered transports, we maintain full chain-of-custody documentation and can provide the records required by courts, attorneys, and healthcare facilities. Our staff are familiar with the documentation standards for court-mandated psychiatric evaluations and placements.

Question 12

What areas do you serve?

Accepted Answer

We serve the greater Denver metro area, including Denver, Aurora, Lakewood, Arvada, Westminster, Thornton, Centennial, Englewood, Littleton, and surrounding communities. If you're unsure whether your facility falls within our service area, contact us and we'll confirm.

Question 13

Are you available 24 hours a day, 7 days a week?

Accepted Answer

Yes. Our dispatch line is staffed 24/7, 365 days a year. Behavioral health crises don't follow business hours, and neither do we. Whether you need a transport at 2 AM on a holiday or a same-day urgent transfer, our team is available.

Question 14

Can you transport to facilities outside the Denver metro area?

Accepted Answer

Our primary service area is the Denver metro region. For transports to facilities outside this area, please contact our dispatch team to discuss availability and logistics. We handle extended-range transports on a case-by-case basis.

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