Frequently Asked Questions

All permanent residents of your household are covered, regardless of their age or whether they are a blood relative of the utility account holder. The person just has to reside in your household. Someone simply in town visiting is not covered. A good test is to see whether the person receives bills and mail at your address. Please make sure all permanent residents in your home over the age of 18, are listed on your utility account. 

Starting January 15, 2025, all Sand Springs water customers are included in the Sand Springs EMS program, which means you have no out-of-pocket costs for emergency ambulance transports. Whatever insurance / Medicare pays is counted as payment in full.

If insurance / Medicare always paid 100% of ambulance claims, you would be correct, but typically insurance companies and Medicare deny about 30% of all ambulance claims. If this happened to you, without the Mercy Care program, then you would be personally responsible for paying the full charges - for example, an average of $1,500 per call. Even when insurance / Medicare approve claims, many people still have a financial burden; for example, a $50 to $250 deductible, a 20% copayment (like with Medicare), or the difference between the billed charge and how much insurance will cover. By having this program for our residents, there are no out-of-pocket costs for Mercy emergency ambulance transports. Whatever insurance / Medicare pays is counted as payment in full. 

Starting January 15, 2025, all Sand Springs water customers are included in the Sand Springs EMS program, which means you have no out-of-pocket costs for emergency ambulance transports. Whatever insurance / Medicare pays is counted as payment in full.

Even when insurance / Medicare approve claims, many people still have a financial burden; for example, a $50 to $250 deductible, a 20% copayment (like with Medicare), or the difference between the billed charge and how much insurance will cover. By having this program for our residents, there are no out-of-pocket costs for Mercy emergency ambulance transports. Whatever insurance / Medicare pays is counted as payment in full. 

An emergency transport occurs any time an ambulance transports you to a hospital emergency room for urgent, unscheduled treatment of an unforeseen medical condition.

A non-emergency transport is a medical transfer that does not have a hospital emergency room as the final destination. For example, ambulance providers often transports individuals to nursing homes just after hospital discharge.

Non-emergency transports are not covered by the Mercy Care program, but may be fully covered if your insurance or other third-party coverage provides benefits for the service. Please check with your insurance provider for coverage details.  

Yes. The Mercy Care program does not provide benefits for non-emergency transports such as to and from doctors' offices, dentists' offices, physical therapy centers, and other facilities. Transports outside of Mercy’s service area are also not included. Please check with your insurance provider for coverage details for non-emergency transports.  

If you live in the Sand Springs water service area but you are on a personal well and do not have Sand Springs water service with the city, please contact Mercy Regional EMS directly for ambulance service membership options. Phone: 918-609-5800.