1. Help Center
  2. Non-urgent Transport

Understanding the structure of a call card

This article explains the elements, options, and structure of a call card, allowing you to navigate its interface efficiently.

Previous article: Starting your shift


When you receive a call card, several elements are displayed on your screen.

  1. The call card's number.
  2. A menu to access additional options. Press the 3 dots to display these options. We'll explain these options in more detail in the following sections.

    1. Documents: This option allows you to take photos of transport requests or documents issued by hospital staff for the attention of the transporter. It is important not to throw away the documents you receive, even if you have photographed them. 
    2. Timestamps: The times linked to your call card will be visible here. You can also make a correction yourself if you made a mistake when updating your statuses.
    3. Payment: Patients who are responsible for payment related to transport must accept pre-authorized payment. You will need to use this option to perform this task.
      1. Note that the environment used when capturing screenshots for these articles does not have access to the payment module.
    4. Notes and Signatures: Please use this option when you need to have the pickup and destination departments sign, or if escorts are present at the time of your call card. You can also leave your billing-related comments here.
    5. Complete assignment: When you have completed your call card, you can complete the assignment.

  3. The existing time constraint, i.e. the scheduled time of the patient's medical appointment, the pickup time, etc.
  4. The pickup address, with Street View option to view the location as if you were there.
    • To use Street View, simply tap on the pickup address and the image will be displayed. This feature can be useful if the address is unknown to you, or to assess whether you should use a chair stretcher to get the patient safely to their destination (as in the case of a private home, for example).
  5. Destination address, also with Street View option.
  6. The patient's name.

  7. Required skills, such as a wheelchair, oxygen, 107-C, etc.
    • If several skills are required for this calling card, you can touch the text visible here to display more details. When you tap the text, the full list of skills will appear in a small window in the center of the screen. Press OK to close the window.
  8. Items related to a potential contagion.
  9. Current timestamp, allowing you to change your call card status.

Please note that an additional section may be displayed to indicate which companions will be on board the vehicle. If so, simply slide your finger down to view it.


Documents and Photos

When you press the 3 dots to access the additional options, you have the option of using your iPad's camera to take photos. As mentioned previously, this can be useful for keeping a digital copy of a physical document handed over by hospital staff for the attention of the carrier.

It's important not to throw away the documents you receive, even if you've taken a photo of them.

  1. Press Add a document to access the tablet's photo library.

  2. Select Take a photo to add a new document.

  3. Press the circle at the bottom of the preview to take a photo. The document is now saved as an image in your call card.


Here you'll see the list of timestamps linked to your call card, i.e. the times at which you've made your status changes.

  • Timestamp name: Status name, or the call's steps.
  • You: The time you entered when making the status change.
  • Auto: Hours entered by the system if you forgot to enter them, e.g. if you were away with the vehicle. 
  • Final: You can manually change the time entered in the tablet if you make a mistake here.

To complete the timekeeping, you must confirm your hours by clicking on each of them in the You column. They will then be added to the Final column.

To manually modify a time visible in the Final column, touch the relevant time and modify it using the options presented on your tablet's keyboard.

You can also press Change mode (yellow button on the left) to switch to the date and time dial.


When you receive a call card and identify the paying agent as the patient, a pre-authorization will be requested for the transport.

  1. When you press the Payment option, this screen will appear. Press Start pre-authorization to open the payment module.
  2. The Payment module will be activated and the following window will appear. Here you can enter the information required for the patient's credit card. Once you've entered the required information in the payment module, press OK.

  3. You will then have completed the Payment section and the module will close to return to the Prehos card. You will also receive confirmation that the pre-authorization has been successfully completed.

Signatures and Notes

This option is used to have the staff responsible for the patient sign at the Pick-up location (to confirm departure) and at the Destination location (to confirm arrival). Pressing this option will activate the signature module and display the following interface.

To have the responsible personnel sign:

  1. Press the section designated for this purpose.
  2. Have the person in charge sign directly on the screen, in the white screen that appears.
  3. Press OK when the person has completed their signature. You will then be redirected to the Signatures and Notes screen.

These steps apply to responsible personnel at the pick-up location and at the destination.

The third section of the module is used to enter transport-related comments. These comments are not visible to customers, as the visibility of this section is strictly reserved for the Customer Contact Center and administration.

This section is especially useful if you need to justify an assignment delay of more than 30 minutes, and at the same time allows the administration to invoice the customer if the situation so requires.

Complete assignment

Once your patient has arrived at the destination and each of the previous steps has been completed, you need to complete the assignment.

Next, you must ensure that all sections of this module are completed (thanks to the green indicator) before pressing Continue to notify dispatch that you are available for another transport.

Now that you have a better understanding of the structure of a call card, you can move on to the status change stage.


Next article: Understand how call cards statuses work