How do I file a complaint against a DME?

RosemaryB · Post by **RosemaryB** » Sun Oct 21, 2007 7:53 pm

I'm so mad I could spit .

I've been helping an elderly relative get started with treatment. She lives in another state. I did all the right things, including having her doctor give her a prescription for a fully data capable machine (M-series Pro).

I had at least 5 calls to the DME making sure she got that machine.

Guess what

I talked to her today because I was trying to help her set the ramp on her machine and wanted it to show leak and AHI data on the screen. But there was nothing in the menu for the Leak and AHI data. I told her to read me what name it said on the machine.

They gave her an M-Series Plus. (are you surprised?)

I'm just ready to fight them now.

I've been looking for one of those posts and cannot find one about how to file a complaint and who to file it with. If someone could post them for me and give me any tips I'd greatly appreciate it.

I plan to call them tomorrow and threaten a fight. One of her grandchildren is a lawyer and very fond of grandma. We might get her involved, too. I don't think it's legal for them to do this when the prescription says M-series Pro. [fixed typo]

Any tips would be greatly appreciated.

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CPAPopedia Keywords Contained In This Post (Click For Definition): DME, AHI, Ramp, Prescription

Slinky · Post by **Slinky** » Sun Oct 21, 2007 8:03 pm

RosemaryB wrote: ... I don't think it's legal for them to do this when the prescription says M-series Plus. ...

Hopefully, YOU have misquote the script in your above post!! Double-check the script. Get an actual copy of it.

Write a letter of complaint to the central office/manager of this DME supplier w/a copy to the state licensing division. Also copy the letter of comlaint to the sleep lab and sleep doctor so that they are aware of the situation. Make sure that the cc is on your letter so the DME supplier is aware of who has received copies. Send all copies Certified Mail, Return Receipt Requested. If no satisfaction w/in 2 weeks, file a complaint w/the state licensing board.

Ooops. Also cc the local medical association so that the participating doctors are aware of the problem w/this DME supplier.

Briefly point out in the letter the important differences between the Plus and the Pro, i.e. the data available for the doctor to be able to monitor her therapy and the data to help him pinpoint any problem w/her therapy so that he can make the proper adjustments instead of having to go by guess and by gosh w/compliance data only.

Perchancetodream · Post by **Perchancetodream** » Sun Oct 21, 2007 8:13 pm

Considering your elderly relative's age, have you considered contacting the county or state department that protects seniors?

Don't forget to send copies to the insurance company, even if it is Medicare.

Susan

RosemaryB · Post by **RosemaryB** » Sun Oct 21, 2007 9:06 pm

Thanks, Slinky, that's exactly the info I wanted! I have a copy of the actual script. She faxed it to me.

Perchance to dream, I like the idea of contacting the group to protect seniors. She's 82 and has severe hearing loss. Not too hard to take advantage of someone with moderate-to-severe OSA who can't hear and is 82, is it?

They are now trying to sell her another mask, telling her the one she has leaks. She has the mask she used during her titration study and is quite satisfied with it. So they must be psychic: WE DON'T KNOW IF IT ACTUALLY LEAKS SINCE SHE HAS A PLUS MACHINE .

They want a doctor to order the mask fitting and also wanted an order so they could change the ramp on her machine. What bottom-feeders. $$$$$$$

I have another question: is there any accrediting agency for DME's or is that just for hospitals and sleep labs?

I'm also planning on contacting her congressional representatives if we can't get anything done here.

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

Slinky · Post by **Slinky** » Sun Oct 21, 2007 9:19 pm

I don't know of any accreditation for DME suppliers. But as a business they have to be licensed by the state and also, at least in our state, have a DBA (doing business as) with the county.

The county and/or state commission on aging is an excellent idea. They are NOT going to like those businesses preying on seniors at all!

Good luck!!!

GumbyCT · Post by **GumbyCT** » Sun Oct 21, 2007 10:02 pm

not sure if it'll help -
The American Sleep Apnea Association is a non-profit organization concerned health care promotes education, awareness and research into sleep apnea.
http://www.sleepapnea.org

fredpb · Post by **fredpb** » Sun Oct 21, 2007 11:27 pm

Rosemary...that is EXACTLY what my DME did to me!

I ended up buying an M Seriea Auto, which also does data stuff. And I love it!

But now I am thinking of how to stick it to the DME.

I really don't think writing to anyone would help, especially in the DME's corporate structure. They care more about their employee or buddy than you.

I am sure state organizations know exactly what is going on. Likewise for the docs and sleep diagnostic centers.

Unless you make a BIG stink, nothing will happen.

When I want to get on someones "case", I contact my Representative or Senator. This will work even better when someone is using a federal program, like Medicare, to get their treatment. A letter is nice, but with most of the Federal Representatives, you can go to their local office and talk about it. LOL...crying would help!

If the Rep can, perhaps they can put you in contact with some individual in the chain of organizations that can hit the DME. He won't like that at all. And his boss won't like it either. A Fed looking at them???? They DON'T like that at all.

I am thinking of returning my old machine to the DME so he does not make more money off of me. But I don't go the route I mention above because my Father likes the &(*^R, and the DME supplies him with oxygen supplies and equipment and such. My father pleaded not to rock the boat with him, so I won't.

Good luck, and good hunting!

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

Slinky · Post by **Slinky** » Mon Oct 22, 2007 12:23 am

My experience is totally different. I filed a complaint against a doctor w/both the state licensing board AND his medical association, both state level and national. All three responded, two acted. the state association responded but took no action. However. He got his hands slapped by both the state licensing board and the national medical association he belonged to. The "harm" wasn't great enough to warrant an attorney's getting involved so that was the way I went to get some satisfaction and quite frankly, just for spite. The satisfaction was WAY WORTH the time and postage spent!

Guest · Post by **Guest** » Mon Oct 22, 2007 9:58 am

Don't forget your local/state BBB/better business bureau.

Snoredog · Post by **Snoredog** » Mon Oct 22, 2007 10:08 am

DME Complaint Department
-get in line, take a number, your number is: 9,687,432
-no pushing shoving or yelling
-no disclosing how to program your own machine
-would you like to buy a new hose while you are waiting

Now serving complaint: 367

Slinky · Post by **Slinky** » Mon Oct 22, 2007 11:31 am

Six months from first mailing of complaint to resolution at both state and national medical association for my experience related above, SnoreDog.

tomjax · Post by **tomjax** » Mon Oct 22, 2007 12:53 pm

Be nice.

Get a 357 mag or an AK 47.

Go to office and ask for manager.
Be nice.

Tell him/her you recently retired from postal service for instability.

be nice.

Put gun on counter and tell then you have an issue that needs settling.
RIGHT NOW.
Be nice.
Tell them thank you and btw, do they know where a gunsmith shop is, that you need to get yours fixed and thought this was their shop.
Be nice(Dalton from Road House)

Guest · Post by **Guest** » Mon Oct 22, 2007 1:51 pm

I called the hospital that referred me to that DME, the sleep lab, and the insurance company. Out of the three, I only SAW action taken by the insurance company. And it took quite a few painful phone calls.... However, the doc was VERY supportive and told me to call anytime I needed any help from her. She said that's what she does all day long - fight the DME's and the Insurance for her patients. What a waste of a Neurologist....

I didn't want to do any further business with that DME, so I just got the purchase refunded and the contract "reverted" to a rental. And then I did my purchasing online at our Host.

I think everyone here has made very valid points. Be sure to alert the hospital/doctor/sleep lab who referred you that DME of your experience and unhappiness.

BTW, care to share the name?

GOOD LUCK!!!!!
Babs

RosemaryB · Post by **RosemaryB** » Mon Oct 22, 2007 7:33 pm

Thanks, everyone. Today I called them and gave them "what for." I said that I was sure that, since they were licensed, they would not want to fail to fill a doctor's prescription accurately. They did promise action. So, I'll wait and see for a while if they come through. If so, they will be on the list of "DME's you can work with if you get tough." If not, they will be on the list of "DME's to report to every state and federal agency and organization you can think of to cause them the maximum amout of grief and teach them a lesson."

TomJax, I don't own a gun nor do I want one, but it did make me wonder about how many DME's have been strangled with cpap hoses because of the sheer frustration of their customers. I mean, you have the hose right there with the "bare bones" machine you've brought to return, and passions flare, . Only problem is, when you go to prison for your crime, the prison system may only allow you a bare bones machine when yours breaks, no data, no nothing. I'm sure that they have a contract with Apria. .

PS. I'm getting family members in the pipeline for OSA testing. I will make sure, that from now on they just go straight to cpapforseniors.com or billmyinsurance.com. I wanted a local DME for this relative since I was afraid that she might have trouble setting up the machine herself.

I'm going to suggest to cpap.com that they make a video that shows a person getting the machine set up. I'm sure that she would have done just as well with this. As it was, the woman who set up her mask did it all wrong. Since she'd had this mask for her sleep study, she just waited until the woman left and did it right herself. She said that it leaked when this woman did it and the woman admitted that she didn't know how to do it. She says she is not having obvious leaks at this point.

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

Slinky · Post by **Slinky** » Tue Oct 23, 2007 6:08 am

Well, at least things are sounding a little more promising now. Disgusting tho that your elderly friend w/NO MASK FITTING experience was able to properly fix and fit her mask than the DME assistant assigned to advise her! That is distubring. Think of the elderly easily daunted and confused who would be victimized by this incompetent!

How do I file a complaint against a DME?

How do I file a complaint against a DME?

Re: How do I file a complaint against a DME?

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