Origins of Selling CPAP Software to Patients

[cpapseller]

Yes, I sell cpaps. I was involved with the introduction of cpap software to patients. Here are my recollections about it.

When software was developed to download cpap memories, it was made for doctors, and home care dealers. At first, the only information available was when the machine was used and what settings the machine was on. It told a patient nothing that they did not already know. The manufacturers eventually developed auto cpaps and the ability to detect sleep disordered breathing events and display them as well as the machines response to them. Knowledgeable patients began to want this software. They were told, no, it is for dealers and doctors only. Nobody sold software to patients. I personally told dozens of patient no, you do not need software. I thought I was doing them a favor.

One day a gentleman with a Resmed Autoset-T called me and asked if I would sell him the software. I told him the machine could be set and operated without software and his best bet was to forget the software and get some rest. I will not soon forget his reply. He said " Look, I am a geek, and I want the software." I said, ok, I will try to get it for you. I managed to scrounge a copy for him.

Two weeks later that fellow called me to say that he did not think that his Autoset-T was working properly and asked if I would review his data. When I saw the faxed data it was immediately clear that the treatment was not working! The machine was not responding with appropriate pressures. We eventually determined that the machine was not working properly with the particular mask he was using as suggested by his DME. After a new mask was in place he sent the data to me again and the treatment was working great.

I was very impressed that this man I never met was able to use the software in a way that led to great benefit. He could now monitor his own treatment as often as he felt the need. I began to say yes to patients looking for software. It was hard to get the software at first. The manufactures did not see the need. I told them the story of the "Geek" (I say that with respect) and they agreed to sell it. They eventually agreed that the price could come down as it was very, very expensive at that time. It was placed on our website. It began to sell.

The manufacturers still have not fully embrassed patient software. Neither have the DMEs. The software is still designed for doctors and dealers. For the most part, the manufactures sales and marketing people see the need for software designed specifically for patients. I hope it will be available to you some day.

I have been told to stop selling software by various employees of cpap manufacturers. I have also been told by other employees of these same companies that selling software to patients is good for everyone. It can bring out the best in auto cpaps. I have been thanked by patients for helping them by selling software and threatened with legal action by others. I have been accused of doing something illegal more times than I can count because others sell the software for six or more times what we do. I have never understood this. I tell them, if you want to pay me that much. that is fine with me, but either way, you get the original software which was bought in free exchange from the cpap manufacturer. I have had no takers, yet!

There is nonsense about wrong doing being posted around here. I trust that readers will be able to determine what is the truth and what is not.

[wading thru the muck!]

Great story...thanks for sharing it.

[dsm]

Great story...thanks for sharing it.

Ditto !

I am glad that I can buy the software. But, having run my own software company I dread any requirement to provide general phone-in help to the public. My company offered 'defect support' where identified problems would get fixed. I used forums to allow suggested feedback.

The problem with general support is the cost of providing it. It is a call center's nightmare dealing with people who you don't know nor know of their level of understanding of the product.

However, I do believe the xPAP manufacturers would learn a great deal if they set up their own forums to discuss features and aspects of their software.

I know that some may fear competitors are attempting to steal their advanced algorithms but that issue should not cut across the user software that analyses xpap output.

If there are any xpap vendors listening, try to understand that there are a lot of very talented people out in the world willing to put a lot of time and effort into helping improve user software and thus in turn improve the quality and benefit of these xpap products. The thing to remember why one is in this business. To help people. So if they want to help themselves and as a side benefit help the manufacturer improve their product, let them!.

Cheers

DSM

(a great believer in 'Open Source' software development.)

[christinequilts]

I talked to my doctor about software for my Synchrony BiPAP ST and he recomended it and wrote a prescription (to document for tax purposes since my insurance wouldn't cover it). He even offered to talk to Respironics to try to get the software for free- he actually said that at the price of my BiPAP ST ($6000) that Respironics should be able to afford to give it to me for free. I declined his offer- I was too impatient and since I only need the software I figured $99 wasn't much when all my BiPAP stuff is covered 100%. I don't download my info often- my machine keeps full nightly data in its memory for 6 months- but it has been helpful to see what is going on when something like meds change or such. I take some of the reports into my doctor so he can also see what is going on in more detail.

[ozij]

Phone support is a difficult job that nobody can handle for long. The smart and wise get promoted from it pretty quickly - and then they have time to join forums. Others find other jobs, in other areas.

When you call phone support, you speak to one person (usually the most junior) and if the person can't help, you get to speak to their supevisor.

Look at the number of people who have chimed it to help with the software questions on this forum, and their exprience, knowledge and ability.

Would you give this up in order to speak to phone support? I wouldn't.

O.

[derek]

I just posted this in another thread (titled "Respironics"), before I noticed this one I think that it is also relevant here.

While I was developing MyEncore I contacted Respironics, and as a result I had a conference call with the Product Manager for Encore Pro and two of the software engineers. I had given them the link to a beta version of MyEncore, because I wanted to make sure there would not be any repercussions when I released it.

We had a very friendly conversation. The Product Manager said he would review MyEncore with management and let me know if they had a problem with my distribution of MyEncore - I did not hear back from them.

During the conversation I raised the issue of user access to therapy details, and questionned why they did not produce an "Encore Lite" that was specifically directed at end-users. He said that they had discussed it internally, but it is way down on their list of priorities. I really don't understand that, because I know that being able to analyze my data has led to a huge improvement in my therapy, and improved compliance, and I know that is true for others as well. I truly believe that, from a business point of view, the manufacturers could gain a real competitive edge through improved customer support.

[Sleepyman]

During the conversation I raised the issue of user access to therapy details, and questionned why they did not produce an "Encore Lite" that was specifically directed at end-users. He said that they had discussed it internally, but it is way down on their list of priorities. I really don't understand that, because I know that being able to analyze my data has led to a huge improvement in my therapy, and improved compliance, and I know that is true for others as well. I truly believe that, from a business point of view, the manufacturers could gain a real competitive edge through improved customer support.

I was wondering about the same thing, perhaps they are worried about bad feedback from the DME's. Many people who post here have found no one at the DR's office or DME could even read the detailed information from a smart card, just compliance. I am forever grateful for being able to understand and react to my treatment data, and would not have even known what was going on, I go back for the first follow up appointment next week. Thank you Derek for the hard work and courage to produce MyEncore.

[cpapseller]

derek,

Loved your post. You are breaking ice with MyEncore. Patients need to see their progress and your efforts will make that routine and easy for cpep users. Congradulations!

[fstanmyre]

Derek's comments are spot on. My experience I just don't know how anyone can effectively deal with apnea without getting the feedback from the machine's software. Most people would be quite happy with just Derek's program without the hassle of dealing with the Encore Pro nonsense. Frankly, it's an insult to our intelligence to insist that xpap machine feedback can only be used by doctors. Probably there is some sort of doctor/lawyer lobby that's against it but there should be a way around that. Meanwhile a lot of people are suffering serious physical harm as a result of this indefensible position.

Btw, when I bought my backup xpap, my internal medicine doctor was quite happy to give me a prescription including the software package(SilverLining). He thinks it's all nonsense too.

Time for Resmed to get real, their quarterly revenues were up 36%, profits up 48% on profit margins in the order of 25% after tax and this is before the rumored price increases. They ought to be able to afford a giveaway Encore Lite. Let Derek write it for them for a reasonable fee of course. I'll bet it would be a lot less buggy than Encore Pro. They wouldn't even need to support it, this site can do that.

[JCraig]

Resmed doesn't make Encore, Respironics does.

[dllfo]

Another marketing side effect of having our copy of the software is upgrading.
I am not sure if it is like who has the most horsepower, or speed freaks from the days of new computers. I have a 120mhz speed...my buddy knocked two old ladies down getting in the door to buy a computer with 133mhz.

I have the Respironics Auto BiPAP. One email I got was a person stating that they wanted to have the best machine available. While I like the flexibility of my Auto BiPAP, I am not sure I would have rushed out to buy one.

If your machine is not communicating with you, and the new one will, you might jump ship to get a machine that helps you. My wife was even excited when I showed her the "print out" of her breathing. She was thrilled.

People get so tied up in "geekdom" that they forgot the market they pursue.

Best wishes to all the XPAP people selling us better tools to live by. I sure need you.

[birdshell]

The central principle of the whole business world seems too often to be profit. Objective evaluation based on 'results' (read 'profit') is their mode of operation.

The wisest and best companies are the ones that establish their goals and values, and then follow them. This has to include a subjective evaluation AS WELL AS an objective one. These businesses then seem to be doing the right thing, or maybe even paying it forward.

Doing so is not always profitable in the short run. It certainly has to be profitable in the long run.

Pay it forward, businesses. ESPECIALLY THOSE IN THE DURABLE MEDICAL EQUIPMENT BUSINESS! (Are you reading, ResMed?)

[Snoredog]

Again same SPAMMER Bellamy Charles:

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[tomjax]

spam- remove

[Capri]

I am using my new CPAP every night, all night. My turn of the century S6 "Lighweight" was a quiet, trustworthy machine, I didn't know it had been set at a pressure so low that it didn't begin to treat my hypopneas and barely treated the apneas.

Although my new machine is louder, my compliance has skyrocketed simply because I can view and print reports of information it gathers while I am using it. After a botched sleep study and little interest on the part of my neurologist, he had my machine set to 7cm and I was told to come back in 6 months.

At this point, I decided to take control of my own treatment. I purchased the card reader and software for my ResMed S8 Elite. The card reader and software cost over USD$200, but I believe it has been worth it. ResScan is simple to use, and the user manual that can be accessed/printed from the CD is good - better than most manuals today. But does NOT tell you how to interpret the data. From there, I have gone on to research how to interpret the data the software generates on the web.

First, I am fascinated by the variety and detail of the data it gathers. Second, since I can print or e-mail the reports it creates, it is quite useful. Now I know at 7cm I have an average AHI of 40, and that's not good. And finally, I can't wait to upload the data each morning to see how I'm doing! My old machine was nothing more than a backwards vacuum cleaner to me. Now I have a broad understanding of my therapy. By adjusting my pressure, and experimenting with heated humidity and mask positioning, I have brought my AHI down to the low 30's.

My advice: learn all about available CPAP machines before purchasing one - they are not all alike. Make sure it can transfer data to software you can purchase. Finally, ask your CPAP dealer to provide you with many options. Then go home and do more web research before you buy.

I got lucky - my dealer asked me if I wanted the white one or the black one. I had no idea what either one could do. Fortunately I chose the ResMed S8. I'm pretty sure there is no other machine that does more on the market today than the one I purchased. Oh - and don't throw you old machine away or sell it for next to nothing. Keep it for a backup/travel/whatever. Good luck, stay healthy and take control of your health care!