Recommendations to Minimize MAS Deviations Caused by Out-of-Sequence Trip Legs and Timing Issues
MAS (Medical Answering Service) enforces specific trip data requirements when conducting a trip. Improper sequencing of trip legs or status update timing issues caused by driver behavior can lead to MAS flagging trips as deviations. Below are recommendations to help you avoid these issues. If deviations do occur, they must be resolved directly with MAS, as RoutingBox cannot override MAS's decisions.
Importance of Trip Leg Sequencing
MAS flags a deviation if the second leg of a trip (Leg B) is started before the first leg (Leg A) is marked as complete. This is because MAS relies on a strict sequence of status updates to validate trip progress. To prevent this:
Complete Leg A Before Starting Leg B: Ensure that the return trip (Leg B) is not initiated until Leg A is fully completed. This sequencing is critical to avoid MAS detecting a deviation.
Only Update Trips in Progress: Drivers should only update trip statuses while they are actively working on that specific trip. This ensures that Trip Milestones are not captured too early or too late for the trip, which can result in MAS detecting a deviation.
Ensure Appropriate Time Gaps between Trip Legs: Ensure that B Legs are being updated only after an appropriate amount of time since the completion of the A Leg. Updating Trip Milestones on a B Leg too quickly after completion of the A Leg can result in a Time too Short at Medical Facility deviation from MAS. The specific length of time is determined by MAS and is set based on they type of appointment. MAS does not disclose the specific lengths of time - for question on thresholds, please reach out to MAS directly.
Avoid Excessive Time Gaps between Trip Legs: In addition to avoiding gaps that are too short, ensure that the time between the completion of Leg A and the start of Leg B does not exceed MAS's expectations. Excessive delays can result in a "Time at Medical Facility Too Long" deviation. For specific thresholds, contact MAS directly.
MAS Status Update and Edit Rules
MAS expects that Trip Milestone occur in a specific sequence, and that GPS data is received by MAS within 30 minutes of capture. If Trip Milestones are captured out of order, this may result in MAS detecting a deviation. If edits are made to Trip Milestone placement, this does not guarantee that a deviation will be avoided. Edits made after the 30 minute GPS submission window will be rejected by MAS, even if they appear updated in RoutingBox. To ensure compliance: Changes made in RoutingBox will not affect MAS's flagging decisions, as MAS controls the resolution process.
Capture Trip Milestones in Order: Drivers should ensure to capture Trip Milestones in order to avoid potential deviations.
Capture Trip Milestones within Expected Distance Thresholds: Drivers should capture Trip Milestones within the appropriate distance thresholds of the Trip's stop(s) to avoid potential deviations.
Monitor Status Updates: Dispatchers should regularly check the status updates to ensure they align with the trip's actual progress. This minimizes the risk of discrepancies and allows Driver behavior issues to be addressed swiftly. RoutingBox will also alert you when a driver updates a trip status outside of the expected threshold — these notifications appear in the notification bell and in the Notifications section of the trip on the dispatch screen. Responding to these alerts promptly can help address poor driver behavior before impacting future trips.
Common Pitfalls and Troubleshooting Tips
Driver Communication: Clearly communicate the importance of completing Trip legs and logging Trip Milestones in order and on location to all Drivers. Providing regular refreshers of these expectations and addressing specific Driver behavior patterns can help minimize recurring deviation issues.
System Training: Ensure dispatching staff are trained on MAS’s update and edit protocols to minimize errors.
Driver Assist: RoutingBox offers Driver Assist as a tool for Transporters to help their Drivers capture Trip Milestones within appropriate thresholds. In order for Driver Assist to function properly, the Driver must begin the trip by setting it to En Route to Pickup, maintain network and GPS connection throughout the trip, and capture a signature.
Steps to Resolve MAS Deviations
Identify the Deviation Type: Review the specific deviation flagged by MAS to understand the issue.
Contact MAS: Reach out to MAS directly to discuss the deviation and determine the necessary steps for resolution.
Make Adjustments if Needed: If MAS provides guidance on resolving the issue, make the required adjustments and confirm with MAS.
By following these guidelines, you can effectively prevent MAS deviations caused by out-of-sequence trip legs and timing issues. If deviations do occur, ensure to address them directly with MAS to maintain compliance and smooth trip scheduling.