Problems getting supplies when needed

[CpapIre]

I have found it difficult to get the supplies I need from the medical supply companies when I need them. I have been a CPAP user for the past five years and have used at least 3 companies in this time . The problem in getting what I want when I need it has been common to all of these companies. The representatives to which the orders are placed are either totally uncaring or totally ignorant of what it is they are servicing. This is someone's life, their welfare, their breathing , their sleep. I see this as a profession akin to that of a healthcare worker doing direct patient care. The people I have dealt with over the phone to place an order seem to be ill trained for the importance of their jobs. Not getting my mask, cushions, etc. on time or not getting the right size or type interferes with my breathing and my sleep. How direct of an effect is that on me the patient? How can we, as CPAP users, change this situation?

[LSAT]

Is this an insurance issue or are you paying out of pocket?

[dragonflybeach]

Speaking from my own experience as an allied health professional, when you call or walk into your DME, ask to speak with the respiratory therapist. Unfortunately, many companies will hire a receptionist and hope to cross train them in the duties of an RT. It's all about money saving/making. The actual RT is then used for initial set-ups and home visits, etc.
Once you make a friend there, you should be set until they quit and a new RT is hired.

[dragon672]

I've not been on CPAP long but my RT has told me that she will come to my work if I need anything. I have her cell phone number as well. She even gave me a mask cushion today because I hadn't received one from the supply company yet.

[jweeks]

I have found it difficult to get the supplies I need from the medical supply companies when I need them. I have been a CPAP user for the past five years and have used at least 3 companies in this time.

Hi,

I have ordered from the forum sponsor, cpap.com, and from vendors on both Amazon and E-bay. All have been very responsive and have offered excellent service. For example, when I needed a new machine, I called cpap.com on the phone, and the rep helped me pick out a machine, and then programmed it to my prescription and tested that it worked before sending it out to me. Why deal with some big clueless corporation when you can work directly with specialists like cpap.com?

-john-

[archangle]

If you're on insurance, find out the insurance replacement schedule. For a while, order new mask, cushions, headgear, water tanks, and hoses every time you can. Do this until you have a good supply of spares. Then whenever any of your supply items wear out or break, use one of your spares and order a replacement.

Yes, lots of the DMEs are uncaring jerks.

[CpapIre]

I cannot say this is an insurance issue. I beleive my insurance covers what I need, but the vendors have been slow or innept in their response.

[GumbyCT]

I cannot say this is an insurance issue. I beleive my insurance covers what I need, but the vendors have been slow or innept in their response.

Unfortunately, I think this is all too common in the sleep industry.

Since 2008 I have been having similar problems with the govt contracted DME. You can try complaining up the food chain. You will need to call a different person each time IF the problem isn't resolved. I will say this has not worked from me but now I order my supplies from a state representative

I also think the people who answer the phone are not RT's (tho we like to think they understand what we are telling them) and they do NOT program the machines or put the mask in the envelopes. There is a distinct chain AFTER the order is placed. At my DME I think it is a training center and as soon as "you" get them trained they move on or they too are fed up with the promises being broken for min. wage.

The only recourse you have is to take your business elsewhere.

Keeping a notebook with a log of who you talk to about what & when can help you from going insane. You can also try calling daily after your order is placed to calmly ask about the order thereby keeping front & center on their mind. Just avoid getting snide or angry with them. Which is why I order my supplies from my state rep

EDIT: I do NOT know why DME's think it is a good business strategy to lie to their patients/customers? But it seems that is an all too common DME practice.

[archangle]

I do NOT know why DME's think it is a good business strategy to lie to their patients/customers? But it seems that is an all too common DME practice.

Amen on that. They're so bad, they even seem to feel obligated to lie even when they don't profit by doing so.

Maybe the are trying to comply with the hypocrite's oath.

[Slinky]

Aw, come on, Gumby and ArchAngle, our local DME providers wouldn't LIE to us!!! Maybe some "sins of omission" and "less than truthful", but LIES??? No way. Tsk, tsk for saying so.

[GumbyCT]

Aw, come on, Gumby and ArchAngle, our local DME providers wouldn't LIE to us!!! Maybe some "sins of omission" and "less than truthful", but LIES??? No way. Tsk, tsk for saying so.

Finally something me & aa can agree on BUT wait just pay separate Shipping & Handling

[Irritated]

I too live in Clarksville, I don't know if your talking about locally, If you are, I have to agree. I was diagnosed about 10 months ago, and signed up with a local company. I signed a form, for them to automatically send me supplies every 3 months. They were suppose to come out to my house to set up machine and contact me at least once a month, to make sure everything was okay. I have not received any supplies, not one visit or phone call. We was sent home with the machine to set it ourselves. I couldn't tolerate the mask they set me up with. So when I call to get a different mask, I was told they didn't carry the mask I was interested in. They finally ordered it for me, and billed my insurance $269 for a mask I could have bought on the net for $119.
They have been renting the machine to the insurance company for the last 10 months at $200 a month and billing me a $37 copay. For a machine, that can be bought for $600 on the net. The only time I have received a call from them was for the copay payment. I told them they could stick the copay where the sun doesn't shine. If they wanted to mess with me, I would sue them for breech of contract. I don't mind paying for services rendered, but, other than providing the machine, they have offered no services.

I thought my machine was acting up a few months back, I had to have my wife take it in, cause they wouldn't come out to the house. She hooked it up, stuck a mask to her face, and told my wife it was fine. That is a great way to check to make sure the machine is blowing the proper amount of air. And this is a supposed licensed RT. With people like this in the profession, no wonder there are so many people that are not complying with the treatment. In this town, it's all about MONEY, not the patient. My Dr. told me the other day, that our hospital here in town, is ranked dead last in the state, as far as patient care. You would be better served to order over the net or drive to Nashville to get supplies.

Sorry for the rant! But, I am tired of being ripped off by the supposed professionals of the medical industry. And before I get bashed, I know there are a lot of concerned and compassionate people in the medical field. But, there are also a lot of companies out there, that are in it for the big bucks they can rip off the insurance companies and patients. No wonder our insurance cost are through the roof! Over $2300 for a $600 machine, and zero support, that is supposed to build into the cost! I could have received better support from an online company! And yes, we have talked to our insurance company about this company and they are not happy!