Philips Attempting to Avoid Replacement of Recalled Older System One CPAPs

[Lane101]

Just received an email from Philips today regarding my System One CPAP used for travel. Per the email they are requiring a response or they will not move forward with any replacement of the unit. Options include accepting a payment of $25.00 or reaffirming the original request for a replacement device. Once the latter is chosen they will then reach out to get a valid prescription for the replacement device. Basically they are attempting to make replacement of many of these units go away with the following hurdles:

1) Likely a significant number of device owners will fail to respond resulting in the new default of no replacement unit shipped
2) Of those that do respond many may take the $25 saving Philips a significant amount of money
3) Requirement for a valid or new prescription will result elimination of the need to replace an additional percentage of the units when owners don't follow up on this

Attempting to change the game with this 16 months after many, including myself, registered devices for a recall is disappointing to say the least. They even suggest, in the email, that device owners should just get a unit from their insurance company since coverage includes a new unit every 5 years. Of course we all know that with the insurance company playbook of copays and inflated DME pricing that this is often more expensive than just buying a new unit outright.

The exact text of the System One email just received is as follows:

Philips Respironics System One, 50 Series Remediation

We’re reaching out because you registered a System One, 50 Series CPAP and BiPAP devices in response to the Philips Respironics voluntary recall of CPAP, BiPAP and mechanical ventilator devices.
One of the more complex aspects of the recall has been creating remediation options for older devices, such as the System One. These devices are past their warranty and useful life, which is typically 5 years. In the US, we had already stopped manufacturing the System One, 50 series devices prior to the voluntary recall given that they were discontinued in 2013.
Because these units are no longer part of our supply chain, it has created unique challenges in inventory, sourcing the parts needed for repair and remotely extracting the prescription device settings needed to supply a replacement device. For all of these reasons, we have been working to find alternative remediation options for System One patients.

We cannot offer System One patients a new or repaired version of their current product. We understand this may be frustrating, which is why we’re providing the following two options.
You must select one of the following two options, there is no default option and in the absence of your selection, no action can be taken. Please sign into the Patient Portal to select your preference:

OPTION 1 - Financial payment for return of affected units: Removing affected products from use is an important part of our remediation program. We also know many patients have waited for some time for a solution. Therefore, we are offering financial payments to patients of $25 per System One, 50 Series device returned to us. The payment that we are offering is to help ensure affected units are no longer in use. It will be paid via check when we receive your System One, 50 Series device. If your mailing address has changed since you have registered your device, or you would like to make your election over the phone, please call 877-907-7508. Please note return instructions will be included in the Patient Portal once you select this option.

OPTION 2 - Continue remediation pathway to receive a replacement device: You will need to provide a current prescription. You may also have the option to provide additional information that will help us prioritize delivery based on need. If you elect to remain in the remediation pathway, you must make the selection in the Patient Portal, which will trigger a Philips Respironics team member to call you about obtaining your prescription through your doctor. Calls for patients without prescriptions is ongoing and is expected to last through the completion of the voluntary recall. If your shipping address has changed since you have registered your device, or you would like to make your election over the phone, please call 877-907-7508.

Regardless of which option you select, we encourage you to consult with your physician about options for a new device to ensure continuity of care. Since your physician knows your medical history, they are most qualified to discuss options for therapy. You may also consider checking with your insurance provider whether you are eligible for reimbursement for a new device. Most insurance plans provide reimbursement every five years.

If you have any questions, please call us at 877-907-7508.
Thank you for your continued patience and trust.

[amenite]

...
The exact text of the System One email just received is as follows:

OPTION 1 - Financial payment for return of affected units: Removing affected products from use is an important part of our remediation program. We also know many patients have waited for some time for a solution. Therefore, we are offering financial payments to patients of $25 per System One, 50 Series device returned to us. The payment that we are offering is to help ensure affected units are no longer in use.

So apparently it's less valuable to ensure a series 50 is in use than a series 60? Since the series 60 units are being compensated at double the rate?

Bring on the lawyers. I mean, if we're not getting anything anyway, let some class action eat up chunk of the company for all I care.

[ILoveFlowers]

I received this email today, too. I had paid $360 to have my System One 60 series repaired a few years before the recall so it is aggravating that they want to throw me $50.

*AFTER I pay to ship the machine back to them.

[ILoveFlowers]

we encourage you to consult with your physician about options for a new device to ensure continuity of care

Are there people out there who are going without a machine all this time waiting?

[babydinosnoreless]

we encourage you to consult with your physician about options for a new device to ensure continuity of care

Are there people out there who are going without a machine all this time waiting?

I am sure there are plenty still using them because they can't afford to do anything else. I would be if it were resmed.

[lazarus]

we encourage you to consult with your physician about options for a new device to ensure continuity of care

Are there people out there who are going without a machine all this time waiting?

A primary-care physician told me this morning that she has patients who have now gone nine months without PAP.

[lynninnj]

I am so glad that my doctors office insists in only dealing with Resmed, after reading all this nonsense from Phillips.

Awful biz practices.

[ILoveFlowers]

A primary-care physician told me this morning that she has patients who have now gone nine months without PAP.

That's terrible. That could have a huge effect on those peoples' health.

[robysue1]

we encourage you to consult with your physician about options for a new device to ensure continuity of care

Are there people out there who are going without a machine all this time waiting?

I am sure there are plenty still using them because they can't afford to do anything else. I would be if it were resmed.

My husband has continued to use his System One Series 60 APAP since the recall was announced.

I've continued to use my PR Dreamstation Auto BiPAP since the recall was announced. Until my System One Series 50 developed problem where it would repeatedly turn itself on and off during the night, I was regularly using it on camping trips in spite of the recall.

There's just no way we can plunk down the $$$ to just replace the machines. And when hubby requested a script for a new machine since his dates back to around 2014, the home sleep test, done under bad conditions, showed his AHI was just under 5. So he no longer qualifies for a new machine under our insurance company's rules.

Note: Hubby's original OSA diagnosis had an AHI of about 10, but most of his events on that in-lab PSG were "hypopneas with arousal". On the home sleep test, they scored hypopneas only if there was a corresponding 4% O2 desat. That difference in how the hypopneas were scored is the most likely reason why his AHI was cut from 10.something to 4.something. Hubby is highly symptomatic: If he goes anytime without his PAP, he develops pretty severe daytime sleepy problems.

[SleepyCPAP]

I just got the same email for my PRS1 450.

There is no way I’m sending back the decayed-foam machine until I know whether I have health issues related to the spewed bits and off-gassing. Not going to sell the evidence for $25.

I would not trust a replacement machine from them either.

- SleepyCPAP

[chunkyfrog]

Yes, by all means KEEP the evidence!

[Wulfman...]

I keep getting reminded about this old, often-used phrase on the forum......"Tanks Rule!"

search.php?keywords=%22tanks+Rule%22

all of my machines were made before even the M Series generation hit the market. I had no intentions of having "the latest and greatest"...... because I already had them. I have confidence hat my old "tanks" will still be blowing air and helping me sleep well up till the time that they "plant me". Also, I never had any inclination to own a Resmed machine. Their corporate philosophy has always bothered me.

To each, his (or her) own.

Den

.

[jtravel]

I choose to replace my series 60 and this is the update from Philips website:

Action needed: Prescription Setting Needed for Remediation

We need your assistance in acquiring your prescription therapy settings.


Why do you need my prescription settings?
Because a CPAP is classified as prescribed medical device, it cannot be sold or delivered without a valid prescription. Additionally, delivering devices without a valid prescription could lead to ineffective therapy or injury.


Why aren’t you able to access my settings?
In most cases, Philips Respironics can work directly with a durable medical equipment (DME) provider to download device settings. However, sometimes device information is not available electronically, the DME is no longer in business or some other factor has limited our access. In cases such as yours where we have been unable to secure this information in partnership with a DME provider, we are working directly with patients.


In order to remediate your device, we need your help to obtain your device settings. Without your help in obtaining your device settings, we are unable to process your replacement device.


What's next?
You will need to ask your physician to fax your prescription to Philips Respironics.


Information to be provided by Patient to Physician:

Patient name

Date of birth

Device name

Recalled device serial number

Registration confirmation number

​

Information that must be provided by Physician to Philips Respironics:

Device Setting

Prescriber signature

Prescriber NPI number

Date of order

​

Philips Respironics will need both the patient information and physician information to complete the prescription . Please ask your physician to fax your prescription to 1-331-233-0129.


If we need additional information, we may call you to discuss.


Once we receive and confirm your prescription from your physician, please allow up to 30 days for your order to be placed.

[beautifuldreamer]

For one of my System Ones, the status said that it was waiting for a prescription to be faxed from my Doctor, and then after my prescription was faxed by my doctor, they changed the status to say I had to make the choice between $50 or wait for a machine.

So, I made the choice of waiting instead of getting $50 - and then the status showed the Prescription required status. But the day after my status changed to Prescription required, it changed back to making the choice between 50 or waiting for a replacement.

I selected the wait for a machine option (again) and then my status is back to waiting for a prescription - the person who answers the calls says they are not able to access to see if my prescription was received -

so my option is to hope that they got the prescription, or ask my Doctor to re-fax the prescription just in case . . . (although they did fax my prescription twice- albeit the first fax didn't include all the information they are requesting. and the second fax had all the required information)

Hmm, what should the person waiting do?

[chunkyfrog]

. . .
Hmm, what should the person waiting do?

Consider abandoning respironics--they have caused enough pain already.
Enough is enough!