Very Positive DME experience - a pleasant surprise

After reading all the horror stories about DME's, I was expecting a challenging experience as I started up my fun with CPAP. I educated myself through this forum so that I could assert what I wanted/needed, then headed into the experience.

My Insurance uses Apria Healthcare here in Northern Colorado. The office here has been wonderful to work with. Some great things they have done:

- Before even meeting me, just hearing from me proactively over the phone, they went out of their way to help get my perscription through the system under some very unusual circumstances. My sleep doc's office closed suddenly while she was on vacation a few days after my CPAP Eval PSG. It was a weird sequence of events that would eventually resolve itself. But I did not want to wait over a month. They worked to help pull things through a knothole for me.

- Even without the perscription, the manager of the office talked with me over the phone to understand my interests and needs (I wanted a small machine that was portable and travelled well including other power sources. I wanted a Remstar Plus M at least). He ordered it and had it ready to go for me before he even got my perscription

- When we tried on masks, I did not particularly like any of the masks they had. They ordered an Activa for me as I had heard good things about it from friends. Then even though their company policy is not to give out loaner or demo masks, they lent me the next best mask that worked OK for me until the Activa arrived.

- Along with the Activa, I wanted to also get a ComfortLite 2 as I wanted to try the pillows and the direct seal. My insurance only pays for one mask. They looked up the cost, then told me the Activa was most expensive of the two and suggested they get me the Activa on the Insurance companies tab, then I purchase the CL2. Just a nice way of looking at it for the customer.

- Better yet, they told me what their price for the CL2 would be if I bought it from them, then actually recommended I go buy it on the internet. I was dumbfounded. Now that is actually thinking about the customer's best interest.

- Better yet again, I want to try both the Nasal Pillows and the Direct Seal. But you can't buy that combo. You can get one or the other plus the Simple Cushion. I ordered the Nasal Pillows / Simple Cushion combo, and today they just handed me some Direct Seals in a couple sizes at no cost.

- They have been very responsive when I call and ask questions, and willing to let me come in to swap out masks or get questions answered whenever I needed.

What a surprise all this was compared to what I was expecting. To say the least, they have gotten themselves a happy customer that will stay with them because I know they are looking out for my best interest and willing to help me make this CPAP gig successful.

I'm guessing others have had some negative experiences with other Apria offices. But this one certainly wins in my book.

That's really great to hear! I also had a great experienece with the DME in my area which is why I keep suggesting people at least give them a try.
Glad to hear yours went so far above and beyond even mine. That's awesome.

well that makes 2 of ya

I am worrying myself like mad about my new diagnosis of sleep apnea (17 events an hour on my side and 52 on my back in the sleep study). Among my fears, based on experience with the bureaucracy of the medical insurance companies, is getting the wrong machine, being stuck with a DME which only has outdated models etc. I got a list from AETNA of the approved DMEs in my area called 5 who sounded incompetent and as if they dealt with CPAPs, prostheses, hospital beds and bedpans out of the same little office and didn't know anything about it, but then tried a place called simply "COPD" on Long Island and called their 800 number was put through to a very helpful sales person who promised that they would get me any machine I wanted as long as the doc writes the appropriate prescription. Promised Cflex, Remstar M, and any bells and whistles needed. So I felt a little better about the whole process, still trying to lose more weight in the vain hope that the titration sleep study next month will make them say "He's too mild a case to need it altogether!"

croppuser@aol.com wrote:I got a list from AETNA of the approved DMEs in my area called 5 who sounded incompetent and as if they dealt with CPAPs, prostheses, hospital beds and bedpans out of the same little office and didn't know anything about it,

Just as an FYI, because I don't want to start off an another subject in someone elses post, but most companies will be involved in all aspects of homecare. That in and of itself isn't a bad thing, and doesn't mean they won't be more than able to provide services for a cpap patient. I only mention it because I don't want someone to automatically get the wrong impression if someone does carry such products.

I have a good DME as well. No problems yet with them, I even get to try before I buy. Just bought a new mask, tried 3 before I got the right one. Took about a month to find it. No problems with the insurance, they paid right up. Now I got to get another insurance form off the hubby to get the balance. (We have 2 insurances - one through my work (covers 80%) and one through the hubby - will pay the balance).

Lynne