CPAP.com Announces Follow Up Services for CPAP Patients

[cwsanfor]

I must be the first person awake around here today.

CPAP.com Announces Follow Up Services for CPAP Patients
(PRLEAP.COM) CPAP.com announced today that it is the first Internet CPAP retailer to offer formal follow up services to sleep disordered breathing patients. Patients can choose either follow ups from its customer service employees or from licensed respiratory therapists. Since early 2000 CPAP.com has operated a toll free CPAP helpline open 8AM to 10 PM. The new follow up solution allows patients to opt for a more proactive "provider calls patient" approach to resolving clinical and equipment problems.

CPAP.com believes no other CPAP services provider, on line or brick and mortar based, has a line up of services that are so accessible, easy to use, and valuable to patients. "Our business model encourages us to offer customers want they want. It is all about the person who straps on the mask. We work for them." said General Manager, Johnny Goodman. "Our new Follow Up offerings are just the latest in our ongoing support efforts. We have been supporting CPAP compliance with our many educational offerings and are now moving to the next level. We are in a leadership position and will continue to do all we can to improve patient outcomes."

Prior to offering patient follow up, CPAP.com had a broad offering of absolutely free services for patients to use including:

* CPAP.com Toll Free CPAP Hotline (https://www.cpap.com/contact.php)

* Email Question Submission (https://www.cpap.com/submit-cpap-question.php)

* CPAP.com Answers Section (https://www.cpap.com/cpap-faq.php)

* CPAP Live Chat Rooms (chat/flashchat.php)

* CPAPtalk.com Forums (http://www.cpaptalk.com)

* Streaming CPAP and Sleep Apnea News (archivedNews.php)

* CPAP Video Library (https://www.cpap.com/listVideos.php?VGID=ALL)

* Patient Product Reviews (https://www.cpap.com/simple-find-cpap-p ... ected=CPAP)

* Consumer Preference Reports (https://www.cpap.com/cpap-user-preference.php)

* Manufacturer’s Product Manager Interviews (archived-cpap-interviews.php)

* Real Time Order Status (https://www.cpap.com/orderStatus.php)

* Mask Fitting Guide (https://www.cpap.com/cpap-mask-sizing.php)

* Machine Size Comparison Guide (https://www.cpap.com/cpap-size-compare-select.php)

* Machine Feature Comparison Guide (https://www.cpap.com/cpap-compare-chart/CPAP)

* Newsletters and Newsletter Archives (https://www.cpap.com/CpapNews.php)

* Same Day Shipping On All Stocked Orders (https://www.cpap.com/why-shop-with-cpap-dot-com.php)

All are welcome to visit these online resources.

Well done, mate.

[greyhound]

When the press release says that "patients can choose either follow ups from its customer service employees or from licensed respiratory therapists" are they suggesting that cpap.com will refer customers to licensed respiratory therapists?

[johnnygoodman]

Greetings,

Yes, we are saying that you can choose to have our CPAP.com phone support team follow you up ($99) or an official, licensed RT follow you up ($159.99). You make the choice, we provide the service. I know, I know, "patient choice" - what a radical concept.

Johnny

[Guest]

[quote="johnnygoodman"]Greetings,

Yes, we are saying that you can choose to have our CPAP.com phone support team follow you up ($99) or an official, licensed RT follow you up ($159.99). You make the choice, we provide the service. I know, I know, "patient choice" - what a radical concept.

Johnny

[mousetater]

Of course, there will be an additional charge. Someone needs to pay for the additional staff, record keeping, etc. for these follow-ups. And I would much rather see those who are going to use it pay for it, than to raise prices on all products to cover that service, whether or not you use it. Its the same theory as pricing for a cruise. I am fine with them charging extra for things like alcohol, massages, bingo, etc. That way, if I don't choose to use those things, I can keep my expenses lower.

I am making the assumption, though, that the charges are for the service of being proactive in following up on our treatment, and that the free calls to customer support to ask questions, especially when trying to decide on a mask or machine to order, will remain free. And, of course, this forum is free.

Johnny, are these charges an annual fee, a one-time fee, etc? Will this just be listed as a "product" you can purchase at any time, like any other product on your site, or will they be tied as an option when you purchase a machine?

Yes, patient choice is good.

[johnnygoodman]

Greetings,

The follow up system is still a work in progress as we will learn from each cash patient we followup with and make improvements, however, here are answers I hope will clear up confusion:

1. There is an additional charge for this value added service. mousetater's explanation of why is spot on. We are a free market, free choice organization. If you like it, we'll do it and do it better than anyone. If you don't opt for it, you won't see it built into the cost of your products. Your level of service is completely up to you. We've asked our reps to make sure people purchasing are aware of their choices.

2. Each of the two follow up options is a "product". If you purchase it, you are due a "24 hour, 48 hour, 1 week, 1 month" from the day your product is delivered. It is not an annual or reoccuring charge. If you buy it once, you pay for it once. We won't sneak extra charges in on you.

3. The toll free number will remain free and staffed with highly trained and knowledgable representatives. We know, we know - a CPAP provider staffing a business with expensive, highly trained reps you can actually get through to is not par for the course, but we think there may be a CPAP user or two - perhaps, say, the 50% of DME patients who aren't compliant after that fantastic service they get in exchange for the extra 40% profit - that may need our help. They will continue to get it.

4. Currently, the two follow up products are not tied into the machine purchase process. Most likely we will be changing our shopping cart to explicitly make web customers aware of the option. However, we don't want to frustrate potential buyers with things they don't want, so we are engaged in internal discussion about how best to push this out to users in a non-"in your face" way. Suggestions welcome.

Johnny

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CPAPopedia Keywords Contained In This Post (Click For Definition): CPAP, DME

[greyhound]

Johnny, will these be referrals to "local" respiratory therapists or only telephone support. I think it would be great if there were a way to refer to local therapists. That way, if someone were to having mask problems, for example, local (paid) support would be available on an as needed basis.

[johnnygoodman]

Greetings greyhound,

Currently, all follow ups will be conducted remotely. I agree that local, face to face support is attractive. However, how could we ensure that the support received by a local DME RT we referred to was quality? What happens if it was quality but our customer claims it was not?

Johnny

[greyhound]

Believe me, I understand the problems and risks associated with referrals to people who are not employees. However, I think that some of these risks can be mitigated by the fact that the therapists have been pre-screened in some way by cpap.com (don't know what that might be), are not being compensated by overpriced equipment sales, and, in the worst case, would be taken off cpap.com's referral list.

Despite the risks, I think this would be a real service to cpap.com customers who would, of course, have to be educated about the limits of cpap.com's "quality controls" with respect to local referrals. I know I would use the service to see if I could overcome some of the mask leak problems I've had over the last 9 months. And the cost wouldn't be any more than the cost of purchasing another mask which might or might not work

If you could do this, you'd come a long way toward solving the inherent problems of selling this type of equipment over the internet.

[wahooker]

Greetings greyhound,

Currently, all follow ups will be conducted remotely. I agree that local, face to face support is attractive. However, how could we ensure that the support received by a local DME RT we referred to was quality? What happens if it was quality but our customer claims it was not?

Well, Assuming you made requirements for a certain level of training/years of experience as an RT, that would be a starting point.

You could also look into a "Mystery Shopper" Type program to test them. Come up with several common scenarios where a customer has problems or needs assistance, and have people go to the RT acting out those particular issues to test their knowlege and problem solving skills. Of course, I have no clue how difficult that would be to setup.

[greyhound]

wahooker, it's difficult to create a network such as the one I'm hoping cpap.com can create. But maybe if it was (initially) focused on large metropolitan areas it could be done. If needed to make the program feasible, customers might have to drive to to an RT's site (better, of course, if the RT came to the customer. That way fewer local RTs would be needed and it would be easier to maintain quality controls.

[GoofyUT]

While I admire what you're doing to provide closer and more available professional support to your "patients", and I'm convinced that you're doing it for reasons other than developing a new revenue stream, I'm forced to ask, are your prospective RTs licensed to practice in states other than Texas?

[Guest]

While I admire what you're doing to provide closer and more available professional support to your "patients", and I'm convinced that you're doing it for reasons other than developing a new revenue stream, I'm forced to ask, are your prospective RTs licensed to practice in states other than Texas?

Interesting that you put "patients" in quotes....care to elaborate?

[th]

[quote="johnnygoodman"]Greetings,

Yes, we are saying that you can choose to have our CPAP.com phone support team follow you up ($99) or an official, licensed RT follow you up ($159.99). You make the choice, we provide the service. I know, I know, "patient choice" - what a radical concept.

Johnny


Since it is over $100 does the RT come with free shipping?? Great job Johnny, I think this excellent idea ... especially for people who do not have the time to devote a lot of their time for research on the web........Thanks again to you and cpap.com
th