When transportation barriers affect access to care, what is the recommended broker response?

• A. Recognize barriers; connect clients with support resources; document needs and refer appropriately.
• B. Tell client to figure it out themselves.
• C. Ignore transportation issues during enrollment.
• D. Advise client to switch plans solely for better transport.

Answer: (A)

Access to care is directly affected when transportation is a barrier, so the broker should actively address it. The best approach is to recognize the barrier, connect the client with available support resources (such as the plan’s transportation benefits, community transit options, ride services, or vouchers), and document the needs and referrals clearly. This means noting the transportation limitation in enrollment or case notes, coordinating with care managers or social services as needed, and directing the client to appropriate resources to ensure they can access timely care. This proactive, resource-driven response helps prevent missed appointments and supports ongoing care, which is essential in helping clients stay engaged with their health needs. Choosing to tell the client to handle it themselves, ignore it during enrollment, or switch plans just for transport does not address access and can lead to gaps in care.