DME Provider

Can someone explain the role of the DME provider. Are they supposed to be there to help you as much as possible and change masks, answer questions, etc. I'm getting the feeling that when we go to see "Sarah" with a problem, she is getting a little more annoyed rather than helpful. I don't think we're being unreasonable but we're newbies and seniors and need some help to get this right. Our questions and problems are legitimate, we certainly wish we didn't have to "bother" her either. Are they there to just sell the equipment and then you're on your own?

DoriC wrote: Are they there to just sell the equipment and then you're on your own?

It seems it doesn't it Dori? You are NOT being unreasonable and Yes they are supposed to help. I would find another DME if your insurance permits it.

The local DME suppliers get reimbursed by Medicare and/or the insurance companies at a considerably higher rate than the prices charged by online DME suppliers BECAUSE they provide education, advice and support to their clients. Or at least that is the story their lobbyists lay on the government. The xPAP manufacturers are continually coming up w/new features to make xPAP therapy easier and more comfortable for patients and to provide data to the DME suppliers and sleep doctors to better monitor and manage patients' therapy. Too many local DME suppliers forget WHY they are getting paid extra for these devices.

It may be necessary to remind yourselves that YOU paid for your Medicare benefits for many years, YOU pay even now some Medicare premiums so why you don't want to be obnoxious about it, you want to be diplomatic, still is sounds like it may be necessary to remind "Sarah", and if necessary her manager, that YOU are in effect the employER and THEY are the employEEs. If you've had your equipment less than 30 days it might well be worth your while to look for another local DME supplier and let them know WHY you are considering switching from this current local DME supplier. If you have secondary insurance picking up your Medicare copay be sure to call them and ask them what other local DME suppliers they are contracted with and why you are considering switching so you don't lose their copay.

Shame on you Karen, that IS lieing!!!

Slinky, if Dori's had her equipment for more than 30 days, and it is a rental, are you saying she is stuck with them? If it is a rental, can she not turn it in and go rent one from another DME, if her insurance company uses them? Thanks.

Guest wrote:Shame on you Karen, that IS lieing!!!

Dear Unknown Guest:

You know, so far it isn't EXACTLY lying to say those things, rather...it is proactively encouraging the DME provider's Sarah to keep giving DoriC and her husband proper consideration, instead of giving them the "ho-hum, we have better things to do" attitude that seems to be starting up.

BESIDES: After all of the lying DME providers have reportedly performed--we are really going to worry about trying to encourage good practices from them with a bit of (hopefully soon to be un-)stretched truth?

We need to ENCOURAGE all of the good works possible that DME providers are engaged in performing willingly, especially without legal or publicity ...um... threats? And we also need to spread the word about those who are outstanding, if we can find them.

Remember, some of the DME outlets are owned by the Goodmans.

Sincerely,
Karen

Karen, I like your thinking and I've been told I'm a pretty good "schmoozer" when I have to be so I'll have to do my "thing" with Sarah this week when we show her my hubby's sore nose and his leak rate. She seems reluctant when it comes to trying out other masks and I think I haven't been firm enough because I wasn't sure of my rights. Thanks to all for setting me straight on this issue. Watch out!!

DoriC wrote:Can someone explain the role of the DME provider. Are they supposed to be there to help you as much as possible and change masks, answer questions, etc. I'm getting the feeling that when we go to see "Sarah" with a problem, she is getting a little more annoyed rather than helpful. I don't think we're being unreasonable but we're newbies and seniors and need some help to get this right. Our questions and problems are legitimate, we certainly wish we didn't have to "bother" her either. Are they there to just sell the equipment and then you're on your own?

Call Respironics and complain about the DME you have.
This was one of the excuses for their "MAP" policies.....in that the local brick & mortar DMEs were supposed to be providing better service than the online sellers......so they mandated that the online sellers ADVERTISE higher prices and offer various "services". Everybody here knows that the online sellers offer better service and lower prices.

Respironics
1010 Murry Ridge Ln, Murrysville, PA
(724) 387-5200

Den

Doric, If that was a single event, Sarah may just have been in a bad place at the time. However, if that is the norm, a little heart-to-heart would be in order. With my ex-DME, I tried flattery and just got more BS and lies. What finally worked just before I left them, was "sharing" my research that pointed out how badly she was mis-informed. The last couple exchanges we had went a lot better.

The bottom line is to try each in order: a) be nice; b) tell her outright that you and your husband need her help; c) find another DME.

Please don't make my mistake of trying to put up with them for a year which upset me every time I thought about them. It only took a few minutes to find a couple other DME names from my insurance company provider list and a lunch hour to visit and interview them. I specifically told them the treatment I was looking for and they said that's what they do. Plus they do email, so we include pleasantries instead of curtness whenever we write. Instead of a grimace, I get a smile when thinking of them. You can too.

Dori - it's not the mask, it's all about the money. They see dollar signs.

Den - good idea but how will Respironics talk to a patient. They usually refer you right back to your DME, how crude.

Good Luck Dori and don't be afraid to let us know the DME's name, so no one else gets this kind of treatment.

I can't speak for other insurances altho there is no real reason to think they work their "rentas" any differently. Medicare purchases our xPAPs as "capped rentals", i.e. "rent to own", they pay a fixed monthly "rental" fee for 13 months. At the end of the 13 months that 13 month old xPAP becomes the property of the patient.

If a Medicare recipient were to use the xPAP for 4 months into the rental, that is 4 months out of 13 paid. Now if the recipient decides to change suppliers, Medicare is NOT going to start over paying 13 months "rental" again. They are only going to pay 9 more months of "rental". How likely is it that the recipient is going to want to pay that 4 months Medicare rental equivalent plus the 4 months of copay to a new DME supplier as a "down payment" so to speak to the new DME supplier? Or how likely do you think it is going to be that some new DME supplier is going to want to sell a new xPAP to a new customer for just 9 month's rental fees instead of the full 13 months rental fees??

In my experience DME stands for a $$$$-BLACK-HOLE-$$$$!!!!

If they are NOT Getting $$$ they want you to GO-AWAY...........................


BERT

I can say nothing but good things for my DME.

They fitted me with a machine a few hours after I called. They only carry one machine as far as I know. The Responcis Auto with A -Flex. They have about 8 of 9 masks 2-3 of each type ( nasel, Full Face etc. ). When I came in he had Quartro FFM in size small ready the sleep lab had fitted me. I went back about a month later to get the pressure changed and he did it while I waited. My machine was giving me problems two weeks ago and I stopped by again without an appointment and he took my machine and told me to be back in about one half hour. I got back and he had a loaner packed in my bag and I signed the work order and he said it should be back in about a month they would call went its returned.

They send me postcards when I due for new mask etc.

I had 30 days to changed out my first mask if I didn't like it but that was a one time deal. The nurse spent about an hour with me when I first got the machine and went though everything from cleaning to use. He had a video and power point that covered everything. He made sure that I had no questions when I left.

I think the best thing to do is make sure you have done your research before you go. I knew what I wanted and why before I went in and was able to have an intelligent conversation with him. I made sure I tried on two or three masks and sizes in the store and had the one I like the best when I left. You can't expect to go back in every two weeks get something different without paying for it. Once you walk out the store with a mask and return it they can't sell it. It would put a big dent in their profits if every paient returned two or more masks.

Jack

DoriC wrote:Karen, I like your thinking and I've been told I'm a pretty good "schmoozer" when I have to be so I'll have to do my "thing" with Sarah this week when we show her my hubby's sore nose and his leak rate. She seems reluctant when it comes to trying out other masks and I think I haven't been firm enough because I wasn't sure of my rights. Thanks to all for setting me straight on this issue. Watch out!!

DoriC, I had another thought about Sarah. It often works to "assume" that the somewhat reluctant party would NEVER want a patient to have sores or to be unable to use their machine. In fact, the truth MIGHT be that they are liable for providing inadequate treatment in this case. (IOW, take pictures of any problems and maybe take in your photo album...)

My provider actually sent me a nasal interface for replacement (I used the ComfortLite 2, size 4 Direct Seal) two sizes too small. When I took it in, the RT told me that if the computer said that was my size, he could NOT give me another. If he did, he said, then the DME provider would be liable. I rather loudly, in the middle of the 'showroom' asked, "What about the liability of providing equipment two sizes too small for my care?"

Further, the DME providers are not having to 'eat' the cost of the masks within the 30 day return policy. The mask company policy requires the DME providers to provide the 30 day return. The local brick and mortar DME provider is reimbursed:

From Thread titled: Respironics Customer Service is Useless

Guest wrote:Well, your DME is obviously clueless. Go back and ask why you can't return your mask under Respironics' 30-day Satisfaction promise Program which is automatically extended to all of its dealers: (From SleepApnea.com)

Comfort Series and My Life Series 30-Day Satisfaction Promise Program
The goal of the Comfort Series and My Life Series of masks is to help you fit "100% of your patients, 100% of the time." The program takes our intent one step further-your patient will be satisfied with our mask or we'll replace it. If a patient discontinues use of a program-approved mask in favor of another mask during the first 30 days of use, we will replace the original mask at no charge.

Your local DME should definitely replace your large for a medium. What kind of DME would want one of its patients with the wrong-size mask? Which DME is it?