NH Connections - Travel Policies

Responsibilities of the Passenger

Passengers are responsible for ensuring that they are able to use the services provided by NH Connections as it is not possible for Northern Health to offer a door-to-door, fully escorted service.

Passengers are responsible for: 

• Registering for a seat on the bus, (Why?)
• Arriving at the bus stop on time, (Why?)
• Attending their appointment and completing the associated documentation, (Why?)
• Obtaining accommodations for overnight trips (Why?), and
• Acting in accordance with the NH Connections Passenger Code of Conduct while on the bus (Why?)

Patients who register for NH Connections are required to fulfil their reservation.  Failure to use a reserved seat means that another patient may be denied the opportunity to travel for a needed health care service.  As a result, patients who do not use their reservations may be subject to restriction of future usage of NH Connections services.

Luggage

There is limited space available for passenger luggage onboard the buses.  As a result, the amount of luggage passengers can bring with them on the bus is restricted. Passengers on the mini-bus can bring one carry-on bag onboard the bus with them.  This bag should be equivalent to an airline carry-on in size and be able to be safely stowed either in the overhead compartment or under a seat.  These bags must not exceed 9” x 16” x 20”. Patients on the coach bus can bring up to two pieces of checked baggage with them, in addition to their carry-on bag.  The carry-on bag must meet the same size requirements as above.  Checked baggage must not exceed 24” x 24” x 45”.  Checked baggage must not exceed fifty pounds in weight.

Stops

The key factor to be considered during the selection of any pick-up location and/or drop-off location is safety. This includes patient safety, driver safety, and vehicle safety. Northern Health facilities are utilized in each community as the primary pick-up and drop-off locations. Stops take place once every two to three hours.

Seating

Passengers will be given a choice of where they would like to sit on the bus based on their needs. The seats nearest the wheelchair lifts will be reserved for patients who will be using wheelchairs, so that they can easily transfer from their wheelchairs to their seats. Seats will be assigned on a first-come, first-serve basis.

Trip Delays or Cancellations

Northern Health will make every effort possible to avoid trip delays or cancellations.  However, it may be necessary to delay or cancel a trip due to inclement weather, vehicle failure, driver illness, or other factors. In the event that a trip must be delayed or cancelled, NH Connections will keep passengers informed as to the nature of the delay and any other relevant information, as it becomes available. 

Supplemental Oxygen

Many patients require supplemental oxygen during their daily activities. Due to the variety of oxygen delivery systems, NH Connections cannot provide supplemental oxygen systems for patients who require them onboard. Patients are encouraged to bring sufficient oxygen with them. NH Connections staff will make every effort possible to accommodate patients who need storage of oxygen tanks, providing that such storage can be done safely.

Daylight Saving Time In the Northeast Health Service Delivery Area (HSDA), certain communities observe Daylight Saving Time, while others do not. This results in a variance in scheduled departures times depending on where the bus departs, where it arrives, and the observance of Daylight Saving Time. In order to simplify scheduling, all schedules will be based on the local time in the departure community.

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