Kinda disappointed

[asudave]

I'm relatively new to the CPAP world (~3 weeks). I was originally given a ResMed S8 II Escape and chose the Opus 360 nasal pillows mask. After finding cpaptalk.com, I decided that I would really like to upgrade to the S9 Autoset in order to better track my progress and take advantage of the AutoSet feature as my needs change. I'm currently on a workout regimin and losing weight. I also have a referral to see an ENT about my abnormally large tonsils. With these things in mind, I was really looking forward to getting the S9 AutoSet.

The first place I went to get an exchange was my DME (Apria ). The RT there told me that I would need to get a new prescription from my referring physician and that the prescription should specify what machine I need. I called my PCP and left a message. Nothing for over a week. I finally got a call back from one of her collegues saying that my doc was on vacation and that she would be taking care of my request. She said that my doc ok'd the change. I told her exactly which machine I wanted, she filled out the prescription and sent it to Apria.

A few days later, I got a call from Apria stating that they couldn't fill my prescription unless it said "Dispense as Written" AND "DAW" (which I thought were the same thing). They also said that whether they actually gave me the prescribed machine would depend on the Branch manager! Wait. So, the scrip needs to say, "Dispense as Written", but then you might not dispense as written? No response.

A couple days go by and Apria calls again saying they will fill my scrip and set an appointment for a week later (yesterday). I show up for my appointment and the RT goes through the motions to show me how the thing works and all. I'm elated and take my new machine home to set up. On the way home, I realize that she didn't show me how the AutoSet feature works and, when I got home, I realized that they gave me the S9 Elite, which does not have AutoSet!! Disappointment!!

So, now my decision is: go through the hassle of trying to get it replaced yet again, or live the with the Elite and just have my doc make changes as my needs change? I'm kinda at the point where I don't want to go through the hassle again. What do you all think?

[blakepro]

Do not accept that crap. dont use it, dont turn it on. Take it right back to them and demand that they fill the perscription as it is written!

[Janknitz]

Yikes, did you actually SEE the prescription? Was it written correctly?

Maybe they were playing you--if the rx was written incorrectly and now says "dispense as written", they can play all innocent and claim that they were doing exactly as you insisted. Don't let them get away with that &^%$#@

I agree with Blake, turn around, take the machine back, insist on seeing the rx, and get it corrected if you need to.

[DoriC]

Did you get to actually see the RX? If it really said S9 Autoset a pressure range might also have had to be prescribed,at least that's what the hassle was with our DME when we wanted to exchange our basic M Series Plus. Even though our Dr wrote the RX for the auto machine I wanted, they also wanted him to write for a range of pressures and not just the original titrated pressure. It was worth fighting for, IMO. BTW, you should get the full sleep study report(not just a summary) and a copy of your prescription. They're part of your medical records and you're entitled to have them in your possession. Good luck and keep us updated. Dori

[Nord]

Just as an aside...

S9 Elite vs S9 AutoSet... both machines are identical in all aspects except...
Auto feature for Pressure of course...
If you have a choice get the AutoSet that will operate Auto or CPAP... dollars are not that much different for DME

If you settle on the Elite... its really not a such big problem and you will be very happy with the results... I'm sure.

Nord

[asudave]

I plan to go look at the rx. But, with my issues with Apria, and being an auditor, I'm going straight to the source to get a copy of the rx my doc wrote. If, indeed, my doc correctly wrote the rx, I'll be pounding on Apria's door to get an exchange. If she wrote it incorrectly, I will probably stay with the Elite.

[mars]

Hi Dave

This is the time to get the best machine for yourself. It will be worth the hassle in the long run.

Don't let short term benefit get in the way of what you need for your long term therapy.

The machine you get will be for the next few years, so extra hassle now will be worth it.

cheers

Mars

[DreamStalker]

You should be more than kinda disappointed, you should be pissed off and in need of kickin some ass (as has been in the news lately)!

As others have noted and regardless of your weight loss goals, you need to get what you asked for and what the doctor provided you for. These DME companies are always ripping people off and if you let them get away with it, you are only encouraging them to continue their crimes.

[PetrusKy]

I studied this site way before any doctors, sleep study and DME appointments just so I don't encounter this crap.

[nthack]

I had a similar experience with my provider(s).

Finally get fed up with the leaking using my S8 CPAP (pressure 16, mask ResMed Vista, mask replaced every 3 months or so.) Note: Wife actually couldn't take it anymore, but I digress...
Decide I want the S9 Auto (after spending maybe a week on this site, and many that are linked.) Note: Wife is stoked. No more couch for me. I'm stoked too!

Call my "Sleep Care Professional".
Am ignored for a week or so, after leaving many messages. Go to their office. Am informed I need an appointment. Smile politely. Leave.
Call Primary Care doctor.
Explain that my current "Sleep Care Professional" is unresponsive, and on and on. Ask for a referral to another "Sleep Care Professional", with the goal of obtaining an S9 APAP.
Am referred to "Another Place". Wait a few days for a call. Get call, don't carry ResMed. "Another Place" faxes my paperwork over to "Place number 3."
"Place number 3" calls the same day. Asks a ton of questions. I answer them all. Say they will call me back in "a couple of days."
Call back a week later, say they need a new prescription that specifies APAP.
3-way in the phone nurse from my Primary Care Doctor. Nurse straightens them out. Promised to get machine in 2 days.
Go to appointment at "Place number 3" to pickup machine in the promised 2 days. Present me with a used Phillips brand CPAP. Close case. Stress that during all conversations that have occurred, the agreement was for an S9 Auto.
Tech leaves to speak with manager.
Manager comes in, apologizes profusely. Says it is all worked out now.
Tech comes back with S9 CPAP, not auto.
Again, stress that the agreement was for an AUTOfrigginMATIC machine.
Mumbled apology.
Go find manager.
Manager returns. Says there is no S9 auto in stock. They will happily overnight one in at no charge to me.
Tech gives me an S8 auto loaner for the night, at the managers direction.
Smile politely.
Thank everyone.
Leave.
Drive home, wondering how this will all end.

Use the S8 auto that night. No wife complaints, no "MaskFace", I'm stoked.

Get call the next day at 4:50 PM. Machine is in. We close at 5:00 PM. Can you come tomorrow?
Grimace.
Through clenched teeth, say tomorrow is fine.

Use the S8 auto that night. No wife complaints, no "MaskFace", I'm still stoked.

Swing by "Place Number 3" on the way home from work, their loaner in hand.
Greeted by "New Tech that has a clue."
Return loaner. Spend about 45 minutes with "New Tech". Goes over every aspect of the S9 auto machine. Agrees with my theory that CPAP pressure was probably too high.
Goes over a pre-planned follow up plan with me, outlining follow up care, supply replacement dates, etc.
I'm still dubious... but the person seems sincere.
Says I'll get a call in 3 days to go over what my pressure was on the loaner, and to see how I'm doing with the S9.
Thank "New Tech" politely
Leave.

Use S9 for the first time. Good nights sleep, no "MaskFace", no "Nappy in the afternoon meeting" the next day at work.

Day 4. Still doing well on the S9. Still no callback from "Place number 3."

Moral of the story: Persistence, and patience. No use getting worked up, just another thing... Important to be well informed, and stick to your guns.

[pdean44]

Wow thats quite a story.

[DoriC]

Great story teller! But tell me, what auto settings did "New Tech" use for the S9 Auto?

[asudave]

Next stage in saga. Went to PCP today to get a copy of the prescription and a copy of my sleep study.

Prescription clearly states "Resmed S9 APAP model"

Tomorrow I will be going to Apria with S9 Elite in hand to demand the Auto!

Will let you know how it ends.

Interesting side-note: read my sleep study for the first time. WOW! I didn't realize how bad I had gotten before treatment. No wonder I was so tired all the time!
180 arousals, 110 hypopneas, 26 apneas, AHI 61.1, 0% REM prior to CPAP, diagnosis: severe, chronic obstructive sleep apnea syndrome.

[fotoguy]

...Interesting side-note: read my sleep study for the first time. WOW! I didn't realize how bad I had gotten before treatment. No wonder I was so tired all the time!
180 arousals, 110 hypopneas, 26 apneas, AHI 61.1, 0% REM prior to CPAP, diagnosis: severe, chronic obstructive sleep apnea syndrome.

And I thought I was bad! Good thing you got started with this. Good luck!

[Bob3000]

Use S9 for the first time. Good nights sleep, no "MaskFace", no "Nappy in the afternoon meeting" the next day at work.

Day 4. Still doing well on the S9. Still no callback from "Place number 3."

That's great. What range are you using on the S9 auto?