Cannot find DME that cares about customer!

gsbuck · Post by **gsbuck** » Tue Apr 15, 2014 5:10 pm

I am getting very annoyed with the DME suppliers in my area. And with my doctor's office. After not being happy with the first DME I used, I was "checking out" other DME's in the area. I really wanted to just order whatever I needed from cpap.com, but needed a prescription from the dr for a mask. When I called the dr's office, a sleep study was required, so I did that. So I went to the nearest DME close to the dr's office. Was sold a mask, very different from the one I wanted, and remember being told I had 14 days to return it if I was not happy with it. So when I did get around to getting back to them, it was 15 days and they would not take it back. That was the first DME. The second one, after the sleep study, was not very helpful at the time of my phone call, and so I was not going to use them. However, I had made the mistake of mentioning my dr's name, and this DME called my dr's office and got the prescription faxed to him, instead of the dr's office calling me first. That was 3 weeks ago, and I still do not have a new mask, and the one I am unsuccessfully attempting to use from the first DME just is not working for me no matter what I do. The latest attempt resulted in "rain out" really bad. I finally got it dried out, it has been very humid here. Will attempt again at a lower humidifier setting and pray do not get condensation.

I just needed to vent. Thanks for allowing me.

library lady · Post by **library lady** » Tue Apr 15, 2014 5:18 pm

I'm so sorry you're having such difficulty! Do you think your dr would be willing to fax a copy of your prescription to cpap.com? If not, you should be able to get another copy of your prescription and find a place where you can fax it to them yourself. The public library in my town ha a fax machine we can use, 10 cents a page... some office supply stores have fax services too.

LSAT · Post by **LSAT** » Tue Apr 15, 2014 5:36 pm

First...If you did not return the 1st mask until the 15th day....Your fault...not the DME
Second....Rainout does not come from the mask. It's a combination of humidity, room temp, hose routing and humidifier location.
Third...Get a copy of your prescription and sleep study and find your own DME. Check with your ins co to find DMEs in their network.

alpha752 · Post by **alpha752** » Tue Apr 15, 2014 5:36 pm

I agree, DMEs are a pain. If you are looking to buy a mask with out insurance, you can get around the prescription requirement by assembling your own mask. The prescription requirement applies when a mask AND headgear are sold together. A lot of places, cpap.com included, have "Mask Kits" that are the mask, with out the headgear. This doesn't require a prescription. You can then purchase the headgear separately, and viola, a new mask, with out dealing with doctors or DMEs (expensive though).

lliann · Post by **lliann** » Tue Apr 15, 2014 5:47 pm

I also got frustrated with DME's controlling my therapy by their financial statement. There should be no reason why you can't get another copy to send to cpap.com or have your doctor fax it. Since I was willing to pay cash to try masks instead of waiting 6 months for a new one to try, using a mask that didn't work, it was necessary for me to get that second script.

Bottom line, insurance will only pay so often for certain things. Of course a DME wants to have it on file(cover their butt), but this process of ownership of our info (HIPAA?)is contingent on our ignorance. Thats why we come here. DME's don't want us to know the tricks. Ironically, they could do better if they got their heads out of their..well you know . I am working well with one DME because it behooves me to have them file the insurance. (even tho I know how, its a pain in the butt and you rarely get reimbursed later for what you paid up front. But they have limited inventory, so cpap.com has been great for me. If one can get their DME on the same page, and I actually told this last one that I knew what I wanted and would they work with or against me and its been better than the first 2 who had to do it their way..which is to keep the patient out of the loop. I believe in pitching till you win because this is OUR health(and also our wallets too)

Oh well, I said too much.

Guest · Post by **Guest** » Tue Apr 15, 2014 6:04 pm

gsbuck wrote:I am getting very annoyed with the DME suppliers in my area. And with my doctor's office. After not being happy with the first DME I used, I was "checking out" other DME's in the area. I really wanted to just order whatever I needed from cpap dot com, but needed a prescription from the dr for a mask. When I called the dr's office, a sleep study was required, so I did that. So I went to the nearest DME close to the dr's office. Was sold a mask, very different from the one I wanted, and remember being told I had 14 days to return it if I was not happy with it. So when I did get around to getting back to them, it was 15 days and they would not take it back. That was the first DME. The second one, after the sleep study, was not very helpful at the time of my phone call, and so I was not going to use them. However, I had made the mistake of mentioning my dr's name, and this DME called my dr's office and got the prescription faxed to him, instead of the dr's office calling me first. That was 3 weeks ago, and I still do not have a new mask, and the one I am unsuccessfully attempting to use from the first DME just is not working for me no matter what I do. The latest attempt resulted in "rain out" really bad. I finally got it dried out, it has been very humid here. Will attempt again at a lower humidifier setting and pray do not get condensation.

I just needed to vent. Thanks for allowing me.

You make no mention of which mask you were using. But all of the major mfg's have a 30 day return policy. You might try contacting your mask maker to let them know of the problem. They may see to it that you get to try another of their masks or even mail you one.

A sleep study is not required for a mask prescription or renewal. That is what a mask fit (aka. cpap acclimation) insurance code is for. Run that by your insurance to see what they think of this policy.

If you mention which other masks you are looking to try some of the fine members of this forum may be able to help.

Also, if you don't know, you might find a mask you are looking for on Craigslist - no script required. Just don't buy thru the mail and make sure it is still sealed.

pbriggs · Post by **pbriggs** » Tue Apr 15, 2014 6:20 pm

My DME is good so far. They have online ordering of supplies, or I can use the automated phone system, or call during office hours and talk to someone to order with or even email. So far:
- they have not pushed to order supplies
- they call once a month to ask how everything is going, if I have any questions, etc... (most important they ask if they can call again next month)
- they have open time every few months where they setup a PAP "tune-up day" - this is where we can bring in the machine and they clean it and check the pressure with a manometer and walk through any equipment questions that you have. I did not have any as this board has more that helped me, but I watched an older man spend nearly 1/2 hour asking questions with the tech answering and showing him how to work the machine. I was impressed with the care and dedication that the tech showed.
- they double check my order for supplies and let me know what my co-pay amount is and verify that the phone / email / online order is correct before they ship it.

http://solutionshomemedical.com/

Not sure if they work outside of Michigan. But,,, so far so good in my opinion.

I did purchase a mask from cpap.com and they did a wonderful job too. Just wish my insurance would work with cpap.com...

sleeplessinaz · Post by **sleeplessinaz** » Tue Apr 15, 2014 7:45 pm

Always get and keep a copy of your script. Then you can order off of CPAP.com. You can upload it to them if you don't have a fax,

Rainout is caused if your machine is in your night stand. Place it lower than your matress and that should go away. You can also change the settings on your humidifier.

Jeannh · Post by **Jeannh** » Tue Apr 15, 2014 8:29 pm

I got an Rx for "mask and supplies of patient's choice". Now I can do whatever I want within my benefit limits. If I want to try a new mask, though, I use our host, cpap.com. Then when it's time to order a new mask from Crapria, I give them the mfg's part #, and accept nothing else.

Machine	Mask	Humidifier

Additional Comments: new Airsense auto set 12/08/14. Cpap pressure is

Cannot find DME that cares about customer!

Cannot find DME that cares about customer!

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Re: Cannot find DME that cares about customer!

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