What to expect from my CPAP equipment supplier

[Anemone]

Last Friday I went to order my CPAP, mask, etc. but came out wondering if this was the place I wanted to buy them from.

When I called to make my appointment a week a go and sent in my Rx, they told me I could get the Resmed 10 for her, no problem. They also told me that I wouldn't need to pay out of pocket and get reimbursed by my insurance company, that the insurance company would pay them directly.

6 days later, when I show up, not only do they not have the machine I asked about, but:

-they won't let me try on a mask - one I did not try during the titration process
-they would only give me the pillow in the size I need instead of the full box with the other sizes
-turns out I have to pay out of pocket
-when I had questions I was told I had to wait for the boss to come back from her lunch break

I walked out. My confidence level in them ... not so good.

There are other places much closer to my work and home, so ... why should I return to this place?

So my question to all of you is: how important is selecting a good supplier or machine and other equipment? What should I expect from them? Will they simply be people I go to buy something, or will I need them for some sort of service, and therefor should pick a supplier that I feel more comfortable trusting.

Thank you.

[LSAT]

You can go to any DME that is in network for your insurance company. You will be buying supplies for a long time. It sounds like you should be looking for a new DME. Shop for a new one before you accept the machine.

[CPAPER Paul]

Before you take delivery on a machine you might want to read an article written by one of the contributors to this forum.

http://maskarrayed.wordpress.com/what-you-need-to-know-before-you-meet-your-dme-part-i/

I found it an "eye opener" and true.....

Good luck,

Paul

[raftergirl]

If you can, I'd find someone else. I'm new to cpap (3 months in), so I didn't know what to expect from my DME. So far they have been great. Here's my experience.....

1. I had a choice of which machine I wanted, PR or ResMed. Both choices were the latest models, not low end machines. I had done my research ahead of time and knew what I wanted. They didn't push one over the other.
2. They allowed me to choose the nasal mask that I used in my sleep study, but quickly saw that the size was wrong, and gave me the right size. They encouraged me to come back as many times as I wanted to in the first 30 days if I wasn't happy with the mask, and they'd find one I liked. Since I had dry mouth at first, I tried on some FF masks (8 altogether), before going back to my original nasal mask. I worked one on one with the head RT guy to figure out my mask situation. He was great.
3. They bill my insurance directly first. I get my EOB for each item/service from insurance before I get any bill from the DME.
4. They have two offices that are convenient for me, and one is open on Saturday. So far they have had all my supplies in stock.

I did find that after some self education, I knew as much, if not more, about how my machine worked as they did. But that was about the only negative I've seen. Honesty, and knowledgable & helpful staff would be my expectations of a DME, but after reading so many negative posts on this forum, it appears that my DME is the exception not the rule. That's a shame. From what I've seen so far, lack of patient education and poor quality DME/patient support are some of the top reasons that so many people fail at cpap therapy.

[BlackSpinner]

Walking out was the right thing to do.

Think of buying a used car from a shady dealer, then double that and you have most peoples experience in dealing with a DME.

Call your insurance and find out exactly who and what and when. Then call those who are in your network and make it plain exactly what you want and that if they want your business that is what they have to do. They may still do a bait and switch so make sure you know the exact model number you want - the one with leak and AHI data.

[chunkyfrog]

My first three local DME's were "less than perfect"--some a lot less.
My fifth is pretty good, and i will stick with them as long as they don't screw up.
I need to be fickle; after all, it's my health!

[Anemone]

Thank you for all your answers. I am glad I walked out. I really got the feeling they were not on the ball.

Re. chosing suppliers, and even testing, this is how it went here, in Québec: my GP sent me to the pneumologist who sent me to a particular sleep testing lab. The lab only does testing, it does not supply equipment. Back to the specialist who wrote me a prescription withough suggesting any supplier. My insurance is happy for me to work with whomever. Really very little guidance past getting the results and Rx. I don't even know when, if, I'm supposed to see the specialist again!

If I struggle with the machine, results, etc. who do I go see? The supplier or the specialist (who only works 1 saturday morning a month at my clinic!)

Have a good day.

[Guest]

I can only echo what others have said about finding out who is in network, if any others are. Often when the DME behaves this way they are the only one - it is helpful to know which DME you are having this experience with.

If it turns out this is the only DME in your network it is important to know that you can still insist on a certain machine make & model including features such as heated hose, humidifer, etc. and the mask too. You may have to have the doc specify these items on your script but then they will have no choice either (like you don't who gets your money). I know I have done it this way. If you are on Medicare you will have other DMEs to choose from.

If it is Apria (or anyone else) I would not give them my credit card esp. if you know your insurance will cover it 100% - if it doesn't just write a check w/receipt of course. Even if it is not covered 100% they can bill you, it slows things down but saves the frustation of trying to get a refund for things you didn't get or have returned cuz they were wrong.

Certainly honesty should be expected even demanded. But if you want to keep your sanity you will expect nothing from your DME - that way you won't be disappointed.

[BlackSpinner]

Thank you for all your answers. I am glad I walked out. I really got the feeling they were not on the ball.

Re. chosing suppliers, and even testing, this is how it went here, in Québec: my GP sent me to the pneumologist who sent me to a particular sleep testing lab. The lab only does testing, it does not supply equipment. Back to the specialist who wrote me a prescription withough suggesting any supplier. My insurance is happy for me to work with whomever. Really very little guidance past getting the results and Rx. I don't even know when, if, I'm supposed to see the specialist again!

If I struggle with the machine, results, etc. who do I go see? The supplier or the specialist (who only works 1 saturday morning a month at my clinic!)

Have a good day.

Yes that was how it went for me in Montreal too except that I was to call the specialist after I had been on machine for a month.

[Wulfman...]

Subject: "What to expect from my CPAP equipment supplier?"

Answer: Heartache and pain.

But, not when you use online suppliers like CPAP.COM.


Den

.

[Guesto]

Shop for another DME.

[LSAT]

Thank you for all your answers. I am glad I walked out. I really got the feeling they were not on the ball.

Re. chosing suppliers, and even testing, this is how it went here, in Québec: my GP sent me to the pneumologist who sent me to a particular sleep testing lab. The lab only does testing, it does not supply equipment. Back to the specialist who wrote me a prescription withough suggesting any supplier. My insurance is happy for me to work with whomever. Really very little guidance past getting the results and Rx. I don't even know when, if, I'm supposed to see the specialist again!

If I struggle with the machine, results, etc. who do I go see? The supplier or the specialist (who only works 1 saturday morning a month at my clinic!)

Have a good day.

Once you have your machine and equipment you will get more help on this site than you would at your DME or MD.

[Anemone]

Yes that was how it went for me in Montreal too except that I was to call the specialist after I had been on machine for a month.[/quote]

Blackspinner, may I ask where you ended up going to buy your material and get decent service? And what do they do for you other than sell you thing?

Thank you.

[Anemone]

Subject: "What to expect from my CPAP equipment supplier?"

Answer: Heartache and pain.

But, not when you use online suppliers like CPAP.COM.


Den

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But my insurance will not pay for stuff bought on line. So it ends up paying more than twice the price. Go figure!

[Wulfman...]

Subject: "What to expect from my CPAP equipment supplier?"

Answer: Heartache and pain.

But, not when you use online suppliers like CPAP.COM.


Den

.

But my insurance will not pay for stuff bought on line. So it ends up paying more than twice the price. Go figure!

Many Canadians (that I know of on the forum) have found ways to get the equipment they want shipped up there. Granted, it would be out-of-pocket (and not covered by insurance), but it depends on what it's worth to you to have to deal with "the system" or not.


Den

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