Unexpected events do happen!!!

[SaltLakeJan]

In the seven weeks since I found cpaptalk.com, the members of this forum have given me the feeling of safety and security you get when you are a member of a large, caring, extended family . A family that will help you with problems, but expects you to stand on your own feet. At the time, I was feeling beat-up from the fatigue of sleep apnea and starting cpap. I had diabetes, fibromyalgia, & a few other conditions I handled smoothly - but I thought the adjustment to the wind tunnel blowing up my nose, and its alarm going off all night, was the worst.

About the same time, I posted about a less than optimum DME experience. As I hoped,the support came pouring in. It was from the leaders of this forum, & from new members (like me). However, there was a strong, underlying message in the leader's posts. Stand up for yourself, & do something about it. By the time the topic ended, I was shocked out of my "pity party". And, I had learned a valuable lesson from the stalwarts of this forum -- PLAY IT FORWARD.

Today surprisingly, I had an opportunity to begin to repay my debt to this forum. I previously posted when I told my sleep doc about the onery guys at the DME - He called them and reported my complaint. His call, bothered the DME, and they called me asking if I would come to a meeting at their office. Reluctantly, I went, wondering what was going on. I found that three other patients and I, were meeting with the President of the Medical Supply.

I got the impression the economy had hurt their business, & they had complaints. It is a large Medical Supply firm with branches throughout the State, and the Pres. was based elsewhere. The other patients were representing other localities. I didn't like to hear that my Dr. had told them, "If you want to know why she doesn't like your DME, ask her?"

Two of the people were "Ah shucks" easy-going patients - said everything was fine. The Pres. gave me the impression he really wanted to know, when he asked if I had problems with his employees. All I could think of was all the support I had from the members here. And I never would get this opportunity again in a million years, to PLAY IT FORWARD.

I told him the people at the front desk had ignored me for about 15 minutes,each time I came, & their ignoring me, was the most positive thing I could tell him about this store.. After I describing his R.T.'s telling me "I was doomed to failure if I wanted a mask other than the one my doc suggested," He asked me if I could stay after, & have a private chat with him, which I did.

The other man told the same tale. When he came for a replacement mask, that he could only try on one mask, and was rebuffed if he asked for others. The Pres. said he wanted his business to succeed, not fail and he needed to know what we told him. In turn, we both told him, we appreciated him being open and wanting to know about his problems. .

It is past 2am here when I posted this, I am so revved up from the unexpected events, I can't sleep, but I wanted to thank everyone, for what they have done for me. When I was disheartened, you buoyed me up.

This experience was so strange, & I am enough of a mystic that I think "all of you" created this opening. Because I needed to speak up for others, I had a role to play in it.

Jan

[roster]

Jan,

That is a unique story. Many DMEs think their customer is the prescribing doc and the patient is just a necessary nuisance. Maybe this President is learning something he never thought about before.

[OCNorsk]

Great job, Jan. I can't tell you the number of times that people have complained bitterly about stuff at work or in the neighborhood behind everyone's back, but when they have the opportunity to actually say something, they do the "Aw shucks, it ain't so bad" thing.

My question. I thought the doctor prescribed the mask and we could only get (through the DME) the one on the prescription. This isn't so? We can request a different one through the DME, or do we go back to the doctor?

[dieselgal]

I am proud of you and very glad you took the opportunity you were given to help him understand customer problems.
Maybe that will help patients down the line and keep that guy in business!

[roster]

...... I thought the doctor prescribed the mask and we could only get (through the DME) the one on the prescription. This isn't so? We can request a different one through the DME, or do we go back to the doctor?

Anyone can buy a mask; you don't need a prescription. But check what your insurance requires as policies differ.

[Robespierre]

Rooster,

The manual for my ResMed Ultra Mirage II states "CAUTION! In the USA, federal law restricts this device to sale by, or on the order of, a physician."

Obviously, somebody needs to get a grip regarding the mortal dangers surrounding a hunk of plastic.

[luvsbutv]

SaltLakeJan -

I want to say "Way to Go" for standing up and speaking out when you were given the chance to help others. You will never know how many patients (customers) of that DME that you have helped. Sometimes it may make us uncomfortable to speak out when we have been wronged. Sometimes a few simple words or a short conversation explaining the problems to the right person can make a huge change. Don't ever think that you have to back down when you need to stand up for your rights and the rights of others.

[SaltLakeJan]

Hello Rooster:

I began the routine today. Thanks much.

The President seemed like a down-to-earth guy; he might have been very trusting. . He acted surprised and disappointed that his employees had not represented his business the way he expected. When he asked me to stay for a chat, two of his people who had been hovering during the meeting, stayed on. He asked them to go down to the floor. I may be wrong, but they didn't seem pleased either with my comments, or that he talked to me alone

You have more experience with DME's than I do, and are undoubtedly right in them regarding the Dr. as he "from whom all future clients will flow." He asked my opinion of three of his R.T.'s. I told him what I thought. One was excellent, he said he was his top person and had recently transferred him to that store. The other two were a toss-up. One was lazy, the other guy didn't want to be bugged with customers. He said they were retraining the last, and the lazy guy was history.

If the Pres. makes the changes he intended, he will find you are right. The DME, Doctor & patients are like the three legged stool. All are necessary to keep a business vital, especially in today's economy.

Thanks, Jan

[Babette]

My question. I thought the doctor prescribed the mask and we could only get (through the DME) the one on the prescription. This isn't so? We can request a different one through the DME, or do we go back to the doctor?

In my humble experience, a doctor does not prescribe the SPECIFIC mask, only that a mask is needed to go with the machine.

The DME may be lying to you about that for their own ends. I must admit that in my professional life, many times I will not tell someone the full long-winded back story about something, I just lie and give them a short, plausible answer to back up my "No." The DME may not want to tell you that they have signed exclusive distribution contracts with only certain mask suppliers, and those suppliers make them do this that and other, so they can buy masks cheaply from them. Your DME may not want to tell you that they are giving you masks that were previously worn. There may be a host of other things they are not telling you.

It's far easier to claim it's something your doctor prescribed, because few people will back-check that info.

NOW. Some companies claim that masks are prescription devices. They have convinced Ebay that this is so. Hence the rise of cpapauction.com. However, you will note that our Host does not require a presecription when you order a mask from them. Ah ha....

You can buy any mask you want. Now, whether your insurance will pay for it or not depends greatly on each individual circumstance. I prefer to just buy stuff out of pocket, and submit my own claims, and only receive 70% reimbursement, rather than have to deal with the fool DME I was assigned...

Good luck!
Babs

[SaltLakeJan]

asked
My question. I thought the doctor prescribed the mask and we could only get (through the DME) the one on the prescription. This isn't so? We can request a different one through the DME, or do we go back to the doctor?

Hello OCNorsk,

I'm as new as you are, but from the different answers that have been posted, it may be a resolved by State or Country law or regulations. That did come up yesterday, the DME did have my prescription on file. The Pres. said it was limited to what the doctor included on the prescription. Like, one time use, or specific brand and/or type. I told him, The Dr. had mentioned one mask and had written it on my prescription. When I saw it, I asked him to add "or mask of her choice."

He said "That lets them totally off the hook but if it is not included his company finds it hard not to give the patient, the mask the doc wrote down. I would be interested what you find out. My Granddaughter is going to have surgery in a different state about the time I am due for a mask and if they are all different, I'll have to find out their regs.

This forum is the greatest, isn't it.

Jan

[OCNorsk]

I have learned so much from this forum. I do have to say ignorance is semi-bliss. It was a lot easier to just say this thing sucks and I'm not going to use it any more. I so hate responsibility.

I really had no idea that I could do anything more than just turn on the machine and stick the hose up my nose. It was all the didgeridoo thing. I was looking for that and landed here. All in all, I think being responsible sounds a lot easier in the long run than the didgeridoo.

Thank you all for your answers and suggestions.

[SaltLakeJan]

Hey Dieselgal

I was all excited yesterday and last night, and couldn't get to sleep until almost morning. I think the Pres was sincere. Today, I had a thought - if his employees revert to their old ways when he goes back to his office - it may be in a different city, I didn't ask - I was going to call the sleep doctor, but I'm a bit groggy and if my oximeter test is ok, the s.d. will refer me back to my internist in about 30 days - and I don't think I could light a bonfire under the internist that could possibly be hot enough for him to make a call. So if that happens, I'll consider calling the Pres - I'm sure I could find his location.

AND, i LOVE THAT BUG. I presume it is yours, and you in it. The green color you have and the orange color, delight me, that are so far off the wall. Thanks for your post.

Jan

[OldLincoln]

Jan, you are simply wonderful! You not only demonstrated the power in empowerment, but you did so to hundreds of people here who feel beaten down and accepting of their fate. AND, not only did you accomplish that, you helped an obviously sincere business man shore up a weakness in his company. Not just your location, but all of them.

I recall a book from several years ago that has seen some discredit, but the message is very worthwhile. It is "In Search of Excellence" and told story after story of companies asking their customers how they can improve the business. It's really a simple thing but often poorly executed, boiling it down to a 5 minute survey that only adds numbers to a pile and mostly ignored. This man sat with you and had a discussion and I'll bet he was not defensive or protective either.

You needn't be concerned about your next visit, as you are already know as a friend of the boss and nobody messes with a friend of the boss!

[SaltLakeJan]

Hey Robespierre;

You posted to Rooster, but I am concerned 'bout your welfare. it is my duty as a citizen of the USA to warn you about your use of the CAUTION warning listed in your ResMed booklet. That warning carries the full power of the USA's Federal Government . . . and we all know just how powerful the Government is in March of 2009.

Just wondering about the name you chose. does it has any special connection to you personally. If perchance it does, did any of your relations drift down from the French sections of Canada. . . My hubby is first generation from Lamboing Switzerland - Way, way back about 1500 his family made a quick march from France to Switzerland. It is still a French speaking section -Nope, not asking if you're a relative, just curious.

Jan

[junie]

Everyone here is just so proud of you, people from big DME need to know what's happening with their employees, When my husband was alive he had Apria with all his oxygen supplies they were great, now with my apnea that's who I picked and they were just so rude to me but the thing is I knew them from before, I'm so proud of you for doing something about these rude employees,