What do you want from your medical equipment company?

General Discussion on any topic relating to CPAP and/or Sleep Apnea.
AUTOMATIC
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What do you want from your medical equipment company?

Post by AUTOMATIC » Mon Jan 31, 2005 11:56 am

Continue to become richer in the knowledge set forth in this forum. How would you improve the service of your medical equipment provider? These I can implement to allow for a much greater experience for those in need....AUTOMATIC

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Liam1965
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Post by Liam1965 » Mon Jan 31, 2005 12:28 pm

Well, personally...

I don't think the medical equipment company should be doing all the sizing and fitting and such. I bet that's how they justify the higher costs, but... that's medical service, it's NOT a cost of the equipment, it should not be included in the PRICE (IMO).

Just like it's not a cost of a prescription for my doctor to do a blood test and determine if the prescription is helping, and if not, try another one.

If I ran the world, the sleep clinic or sleep doctor would write the prescription, you'd go get the equipment you wanted, and then the sleep clinicians would help you set up the equipment in another appointment.

Then, equipment could be sold at a reasonable and fair price, without having to pay huge surplusses on the cost of the machine, justified by the amount of time the medical equipment technician spends fitting you with masks and other equipment.

But that's me. Others might agree with the way it's done. All I know is that at cpap.com I can get my machine for 1/3 of what it costs through a local medical equipment provider, and as of this morning I found cpapsite.com which seems to be 5-10% cheaper than cpap.com. This does not seem right to me.

--Liam, the never satisfied.

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AUTOMATIC
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Good response

Post by AUTOMATIC » Mon Jan 31, 2005 12:50 pm

Liam,
Thank you for your reply. The world of reimbursement is very fluid and does not make alot of sense. However, we who care and are trying to make a living are held to the standards set by manufacturers, insurance companies, lobbying groups and the government. Of which I am continually bogged down with. I think it grand that there are options. If you have a good plan then go for it. Otherwise we can access companies like cpap.com and get the equipment less expensive. Continue the input. One advantage working with your insurance company is that the system is on a lease to purchase basis. If you aren't using it i.e. being compliant then it can be returned with minimal expense.....AUTOMATIC

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hockeydad
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Post by hockeydad » Mon Jan 31, 2005 2:26 pm

I have a HUGE problem with my DME. I can't think of any other expirience I've had with any company that's been worse.

I was diagnosed with OSA about 6 months ago. My doctor prescribed me a Cpap through a large, national DME that has a local office. The doctor wanted me on it ASAP. Well, after trying for days to contact them, I finally reached them and they gave me an appointment 2 weeks out, just to get fitted. I live in a small town, its not like they're super busy.

I finally got in, had to go to their office. I walked in, they RT spend about 5 minutes showing me the machine and how it works, he tossed me a mask and sent me on my way. No fitting of the mask, nothing.

I used it for about 5-6 days, and found it almost unbearable. The mask hurt, and it left big marks on my face, and a blister started to form on the bridge of my nose. I called the DME asking what to do, and after 8 phone calls over a week, they finally got back to me, told me to wear a bandaid on my nose. Well, no Sh&* sherlock!

I stopped using it for a while, waited or the blister to heal up. Waited 10 days, tried it again, same problem. I couldn't get through an entire night with the thing on, too painful, too uncomfortable. So I set the whole thing aside and stopped using it.

Well, I kept trying to contact my DME, telling them they had not fit me properly for the mask, that I couldn't wear it. They never returned my calls. I finally stopped paying for it, thinking that would get there attention. It eventually did, someone from the corporate billing office called me. After I vented on this poor girl, she said don't pay for it, I'll have someone contact you and get a new mask. No one ever called me.

After having the unsuccessful surgery, I was told to use the cpap again. I tried using it again, same result. And I started getting bills again from the DME, which I still refuse to pay for. Got another call last week from the corporate billing office, I told them the same thing, they told me not to pay, and that someone would contact me. Been over a week, still no calls.

Luckily, I found this site a few weeks ago, and am getting my own mask soon. I'm hoping to not have to deal with my DME at all, just take care of things on my own.

Sorry for the long vent, but you asked.

AUTOMATIC
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Awesome reply

Post by AUTOMATIC » Mon Jan 31, 2005 3:07 pm

Hockeydad,
Thanks for the input. This is troubling that the big companies provide no service. Heck, cpap.com has already done more for most with less. Having worked for one of the "big companies" in Atlanta, Our mantra was to get it right the first time. We would do whatever it took to take care of the patient/customer. Follow ups/phone calls/fitting sessions. Our department was full of ex-hospital clinicians where the patient came first. And you know, when done right the first time and the patients feels he/she can rely on someone. We became more profitable. Patient is happy we get referrals, patient is happy referral sources don't get phone calls. Patient happy, they talk to friends and family about their wonderful transformation. So what can we do to assist you in the world of masks? That is, information on this forum?....good luck and thanks for your input...we all benefit from dialog in some way.....AUTOMATIC...ps The idea of customer first came from within the group of therapists not a company selling job.

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hockeydad
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Post by hockeydad » Mon Jan 31, 2005 3:48 pm

Sorry again, feel like I vented a bit too much. Its just frustrating. I work in marketing, I know what it takes to create and maintain customer loyalty & satisfaction. Its just alwasy amazed me that the medical field in general doesn't seem to look at us patients as customers.

Sounds like you've got the right approach with your company, wish you had a location in NH!

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Liam1965
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Post by Liam1965 » Mon Jan 31, 2005 4:38 pm

hockeydad wrote:Sorry again, feel like I vented a bit too much. Its just frustrating. I work in marketing, I know what it takes to create and maintain customer loyalty & satisfaction. Its just alwasy amazed me that the medical field in general doesn't seem to look at us patients as customers.
Ah, but you see, since most of the medical companies work through contracts with the hospital, they don't NEED to keep you happy.

However, there's nothing that says you HAVE to go with the company which works with your hospital. I'm working with Keene Medical out of Lebanon, because they work with Dartmouth Hitchcock, where I had my sleep study done. But I got the list of preferred providers for my insurance company (Cigna) and called around before I went with them.

Their SERVICE hasn't been bad. It's their PRICES that suck, but so did every place else I called.

(But again, try cpap.com or cpapsite.com or... there was another one I found today. You may find they're cheaper without coverage than a local company is WITH. I have never ordered from either, so I can't say anything for their reasonability, but saving 70% on the cost... worth it.)

--Liam, who had to bite down HARD and swallow before saying something NICE about Keene Medical.

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Janelle

Post by Janelle » Mon Jan 31, 2005 6:23 pm

While cpapsite.com may be a lot cheaper on things. I was amazed they can sell the Breeze for $49!, check the fine print. Shipping is extra. On the Autopaps, no software is included. And their selection in masks, machines and other gear is extremely limited.

Whenever you compare prices online be sure to read policies on return, if there is extra shipping or not and how much it is and what is included with the equipment.

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Post by Guest » Mon Jan 31, 2005 8:01 pm

Automatic, what part of SC are you located? What areas do you serve?

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Clownshow
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Post by Clownshow » Mon Jan 31, 2005 8:42 pm

a higher quality in the products they make. masks that work AND are going to last. The masks we wear are worn 8 hours a day, everyday. they should be hearty and able to take some abuse without little parts breaking or getting lost.Hoses that don't slip off would be nice
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Ionizer

Post by Ionizer » Mon Jan 31, 2005 8:50 pm

Looks like the only way to not get screwed is to break the Sleep Doc-Sleep center-DME chain. Seems like somebody is getting a kickback. I know I sure was pissed when the Doc handed my wifes script to the DME (Praxair) who just happened to be at the Docs office. I told Praxair to take a hike when they answered my question with a question. How much does a cpap cost ? Reply. Do you have insurance? You see I've had OSAA for years and already discovered the internet supliers. I dont give the DMEs the time of day unless they are willing to pay me for it. Works both ways right.

Buyer Beware

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AUTOMATIC
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Auto on the run.

Post by AUTOMATIC » Tue Feb 01, 2005 9:11 am

Guests,
We operate in the central part of the state near columbia. However, there are no geographical or time restraints with us. If you need assistance we are available for the patient. Also belong to a network of providers we could refer you to. I would like to state that you all are paying top dollar for a medical devise that will save your life, your quality of life, your family life, your career and others lives not involved in a car wreck. Now I know that the initial upfront cost seems alot, but How many TVs does the average house hold have and then compare cost. Try to let the system work. There are good guys and bad guys in every system. Thanks for your input and good luck on your enhanced quality of life.

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wading thru the muck!
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Post by wading thru the muck! » Tue Feb 01, 2005 10:25 am

Automatic,

I would be much more comfortable with a "Fee for Service" business model where you charge competitive rates for the equipment and then add the "top dollar" charges for your "top notch" service. I realize this is not the way the insurance companies want to see it, but that's part of the problem.
Sincerely,
wading thru the muck of the sleep study/DME/Insurance money pit!

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Liam1965
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Post by Liam1965 » Tue Feb 01, 2005 10:46 am

I agree with Wading. That's sort of what I was trying to say earlier about the service being provided by the doctors / sleep clinicians, and the equipment being provided by an equipment provider.

I want my DOCTOR to decide what my medication should be, what the dose should be, what the dosing schedule should be, etc. etc.

I want my pharmacist to fill the prescription.

I DON'T want my doctor to say "You have strep throat. Go talk to pharmacy X" and have the Pharmacist try to "fit" me to a drug/dose/schedule.

And I'd like the same with prescriptions which are not drug related. Have the DOCTOR decide (with me, of course) that a CPAP machine at pressure X, with Y style of mask in size Z is what I need, and then I just go to a medical supply place and have them fill the prescription. If it doesn't work right, I go back to the doctor, talk it over with him, he writes a new prescription, and I go buy the new stuff. All at competitive rates.

Because lets face it, even if you're arguing that the additional fees are service fees, that doesn't excuse the "All makes/models/etc of CPAP machines sell for $x" model I'm seeing here in NH. There should be some variance in price from company to company, from model to model, etc. I know for a fact that ResMed S7 Elite has a lower price tag to the medical equipment company than the Respironics RemStar Pro-2 that I've got, but the price to ME is exactly the same. So, what, do they feel they spend more time with me fitting the mask if I buy the cheaper machine?

The whole system is anti-competitive and (IMO) borders on being illegal, but has the added problem of having insurance companies involved, making it a lot harder for free market economies to force the issue.

Liam, who should stop trying to talk like an economist, since he's not one.

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Ionizer

Post by Ionizer » Tue Feb 01, 2005 11:22 am

Automatic,
I agree on the TV analogy. Most would rather sit back and be told what to do than figure it out for themself. Then they can blame somebody else.
I can purchase a top shelf cpap system online for less than my deductable thru insurance. So I do. Yes I let the insurance "off the hook" but I save $ for myself and everyone else who pays insurance premimums and I get what I want. Yes it takes research. Maybe some trial and error for masks even a machine maybe. But I still come out ahead in $$$ and the unmeasurable value in the knowledge I've gained.

Fact is many of you have probably spent more time and energy looking for drapes for the dining room or shoes for that new dress than your medical care (boats and fishing gear for you guys). People , wake up. Your quality of life or even your life depends on this equipment. Take the time to become an expert. We should all hope to be as knowledgeable as Rested Gal within a few months of diagnosis. Nobody else is going to do it for us.

It baffels me that some would pay thru the nose just so they can get their insurance to "pay out". Accepting substandard equipment from substandard DMEs providing substandard service. And they know little more than when they started on this road. The whinners. Booo Hooo me. This pill taking lot that wants "instant relief" .

Then they are back complaining of the cost and lack of service when it was all explained to them adnausium by many old timers on this forum. They were warned. As one poster puts it "Beware of the evil DMEs " They still havent learned.

The equipment is much less expensive if you purchase online! About 1/4 to 1/3 of that of the DMEs. No they cant show you how to use it but they will help you on the telephone. Some cant even get that from their DMEs.
Or you can ask on this forum like so many have already done.

Please remember that insurance is expensive and throwing away money to these Evil price gouging DMEs just takes $ away from others and causes prices to go even higher. If you have a DME that is honest and fair , keep him .

Knowledge is power. Even Surly Abond a poster in India was able to treat his apnea . Using a computer at a book repository he asked many questions from this group. He decided on a cpap to buy , purchased it and then learned how to use it and make adjustments thanks mostly to Rested Gal. No complaints. No DME, just research, ask questions and follow advice given here. Last we hear he is trying to emigrate to the west. I wish him well.

I agree with Wader.
DMEs should have a fixed price list for equipment. No matter what insurance you may have.

People , We are the problem because we put up with this system.

Ionizer