Another Newbie Question

[shastaron]

This forum looks great with lots of good information. It seems like everybody is here to help each other.

I didn't have a very positive experience when I went through my orientation with my provider. She was very short with me and just glossed over everything.

I had done some research and had some questions about the mask and operating my unit on 12 volt DC or battery.

She informed me that it could not be used on DC (not true). When I tried to discuss it with her she shut me down.

She then informed me that she had locked down the machine so the only things I could change was if I wanted to Ramp or not and the three C-Flex settings. I tried to ask her to set the Ramp at 45 minutes instead of 30 minutes to give my wife more of a chance to get to sleep. Here reply was that's the way we do it.

Is this the normal experience or do I have a problem with my provider???

Thanks, Ron

[roster]

Is this the normal experience or do I have a problem with my provider???

Yes.
Yes.

DMEs are notorious for obnoxious attitudes and poor support. There are some good ones but we hear mostly about ones like you have.

[Slinky]

No, you don't have a problem WITH your provider, you have A PROBLEM PROVIDER. If you've been w/this outfit for less than 30 days AND you've called your insurance company and asked them what local DME suppliers they are contracted with AND have the option of another local DME supplier - or suppliers - I'd shop the other local DME suppliers your insurance is contracted with to find one w/more supportive and pleasant staff who will provide you with as good or better an xPAP than you have now !!! (I didn't look to see which Respironics device you have).

IF you are STUCK w/this current local DME supplier I'd be going over this witch's head FAST and in NO UNCERTAIN terms!

Meanwhile, this URL should provide you w/the information to accessing the Clinicians' Menu of your Respironics:

http://www.apneaboard.com/CPAP%20Adjustment.htm

Give 'em h*ll, Harry!!!!

[shastaron]

Well I decided to do something about my experience.

After doing some research I am convinced that I have the wrong size mask and probably the wrong model mask. I called the 800 number for customer support for the company and talked to the clinical technician supervisor. She discussed with me my leak issues and then asked if I followed my orientation brochure. I asked her what brochure. She asked me what model mask I had, when I explained that I had not been told or provided any documentation she flipped. She said she would fix that and wanted me to go back into the local office to be refitted by the original tech with her in attendance.

When I asked if I could have another technician she said that the original was the only tech for that office. I bowed my neck and refused stating I would contact my Insurance and demand a different DME. I told her I would return the equipment. And would never work with the original tech again. She agreed to come to town to meet with me privately and refit me.

I was pleasant and professional because I didn't want to should like a nut. After she gets me fitted she will hear the rest of the story about the lack of knowledge of her tech and that the staff was complaining about her while I was in the waiting area.

I will give them one more chance and if any more problems I am out.

Ron

[bap40]

Sounds like a good way to go and by all means spill ALL the beans.... I had the option to fire my first DME and am happy with the 2nd one

I would bet she had almost no clue as to what you were asking or as it ended, she was just not giving an inch.. Wonder what their employee manual says about treating customers who know more than the techs ever will or desire to??

[CUatX]

Time to get the Hell out of Dodge. I interviewed three "big name" DMEs giving my business to a small, locally owned one. So far the service has been very good. I have complete control over my machine's parameters and they're perfectly happy with that.

[GumbyCT]

Is this the normal experience or do I have a problem with my provider???

Ron, who is your provider? What part to of the world/country are you in?

[Insomniyak]

I used Health Management Services, Inc. Not sure where you are located, but so far they seem VERY cool and they are national. They gave me a mask a week before I had the script so I could use it with a CPAP on loan to me. They said "you have 30 days to get it right when you buy a new mask." They gave me the wrong size, not their fault and I will exchange next week.

They also changed some settings on a CPAP right in front of me so obviously they are not hiding anything. I feel like I have been treated like a human with intelligence. They even said "we're not gonna lie, the economy is bad and we want your business."

I used to be in sales and to me more than anything, it's nice to deal with no BS people. I am very sceptical of sales people.

[shastaron]

I am in California and have managed health care so my DME's are limited to their options. I don't want to name the DME and flame them until they get another chance to make it right.

I appreciate the support from everybody and I will let know how it is going.

[deerslayer]

Welcome shastaron, sounds like your on the right track * Like soo many of us on here,we were setup to fail ...your at the right place ! There are a host of smart caring folks on this board . we can all learn from each other

[ScottGA]

That is similar to the experience I had. They first tried to drag out my first appt and I then get them to do it within a week. After that, when I went in, she was nice enough, but put a medium mask off on me. It was far too big and for 6 months I struggled with leaks and never could get rid of leaks. I didn't know any better than to accept the mask she said was 'right for me'. I finally switched DMEs due to insurance change and that DME stuck me with a basic Remstar machine with no C-flex. After that and getting the rental bills, I took it back and bought my own equipment out of pocket from CPAP.COM. I wear a SMALL ComfortGel, not a Medium and I can even wear a petite. My take on it is that the DMEs just push off on you whatever they have at hand and whatever is cheapest. When I challenged the lack of C-flex, she said 'your Dr. didn't prescribe it'. Yea right, I guess she thought I was stupid. He also didn't prescribe an APAP, which I bought either...I think they are so accustomed to dealing with new users and others who don't know anything about the equipment and are not computer savvy and just tell patients anything they want to tell them. I picture all the elderly and disabled people who HAVE to rely on them for equipment; they must really stick it to them bad...I say of you are paying crazy 'rent', return it and buy you a machine you can control on cpap.com. I fyou need the instructions for the Remstar/Plus so that YOU can set it the way you want, I will scan them and email them to you...

[shastaron]

Thanks to all the posts. Scott thanks for the offer but I got them to send me the paper work.

I have an appointment this week with the Clinical Tech supervisor and will see what happens on the mask. I have to crank down the mask so I tight I walk around with the Mark of CPAP on my face for half a day.

I wore positive pressure breathing apparatus for the last 30 years in my work under very difficult circumstances and this is the first time I had anything hurt. They will get it right or else...........

Ron

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