Run around with DME - which of us is crazy?

First thing this morning I called the doctor's office. Usually she doesn't get to the office till 9:00 or so but my first hour is my plan period (I teach) and so needed to call before then and I figured I could talk to the nurse who would have the doctor call me after school. Well I started talking to the nurse and it didn't take her long to tell me the doctor had showed up at 8:00 this morning and was available for me to talk with right then. God does smile on us once in a while .

I gave her the information that I supplied in my initial post and she said that isn't correct. They should have at least set it to the 12. I then questioned her again about my machine and she stated she still didn't think it was the right one. She suggested I call my insurance carrier and ask them if I could switch and tell them why and if they would cover the switch and new machine as ordered. Is so she would write new orders and I asked her if she could suggest a new DME. She wasn't very happy with the one I chose and said she would NOT have recommended them but a different one (LINCARE) or if I didn't want them to go with the one affliated with the hospital.

I called the insurance company and explained the situation to them. I actually was able to talk with a person after about 1 minute on hold!!
When they heard the whole story they said yes, not a problem, return the other machine as it was a rental and go to LINCARE as they were in network as well as the hospital DME -- it didn't matter to them which I used!! Said it would not be a problem for me to keep my mask and any of the equipment that was purchased and not rented.

I called the doctor back and asked for a new script. She had checked and Lincare did have a "smart" cpap in stock. I told her I would pick the script up after school. She did warn me that first provider would be upset about the return. I told her I would handle it.

After school I came home, boxed everything up in two separate boxes -- one of the purchased items and one for the rental items. As soon as I walked in the RT stated oh, I tried to call you I called the doctor and she okayed for me to go with the 12. It was funny actually since I had just came from the doctor's office and they told me she had NOT called to change the prescription or to get the okay or anything else. Of course she didn't call the doctor -- it was on the script the whole time. I told her it didn't matter I was returning the machine. They about had a fit. Well I couldn't do that without another Script from my doctor stating I could go off the cpap -- blah blah blah. Finally I told them well I am not going to use it so you might as well take it back. I was told I would have to sign a waiver that stated I would NEVER use a CPAP so they could send it to the insurance carrier. I told them NO as I was going to another DME. At that the RT had a fit and told me the insurance wouldn't approve it as I already had my equipment!! I told her the insurance had already approved it and that was what I was going to do!! She picked up the phone and called the doctor. She got snippy with the doctor and tells the doctor that I do have a "smart" cpap and they were going to monitor me and I was just being stubborn and doctor hangs up on her!! You should have seen the look on her face!!! It was priceless!! She then turns to me and said the doctor had supposedly told her she (the doctor) didn't know anything about cpaps that was her (RT's) area. Well I knew better than that. I told her it didn't matter I was turning it in and too bad. I also told her I had a new script!!

Went to Lincare and they fixed me right up with a Remstar Auto M series with C-flex and heated humidifier. Gave me the data card and said to get the information all I had to do is have the doctor call and request that they download it for me if I didn't want to purchase a reader and software. They told me how to take care of the machine, mask, hose, etc (first DME did not do that). Told me any time I want them to check my oxygen level they would supply me with the little gizmo (forgot what it is called) to do it. They were very knowledgeable, helpful, and a pleasure to work with. They also gave me some hints about getting the most bang for my insurance buck as far as the CPAP, mask, filters, etc go.

God does smile on us and I am so glad today was my turn for a change. I am actually looking forward to going to bed to try out my new machine (was unpacked out of never before opened box so I know it is brand new)!!

Thank you to all of you wonderful people that helped me over the week-end and without you I could not have made the switch as I am usually a wimp and let people walk all over me!! You helped me be determined to get the equipment the doctor ordered!!

THANK YOU SO MUCH!!! Sorry this is so long!!

Hooray!

Don't worry about the length of your email, all the detail is important and could be of great help to others in similar situations.

I'm amazed at the huge difference between your first DME and your new one. How is it that one vendor could be so perfunctory and the other so comprehensively helpful? In theory, one should go out of business and the other should thrive... but in the Real World, that doesn't happen as often as it should, it seems.

I don't know, maybe some DME's cynically calculate that anything more than a 3-minute intro is wasted on people who are suffering from OSA and are just starting treatment. Now that my treatment has taken effect, I can see how mentally disabled I was two months ago. So that viewpoint may actually make sense from a business point of view, and DMEs are businesses...

Good luck with your new machine tonight and in following nights. It took me about two weeks to work out the major kinks and --two months later-- I'm still working out the minor ones, but it has been very worthwhile. With the help you've gotten from your new vendor, with luck, your adaptation period will be much shorter.

Cheers,

Henry

Ahhhhh! I've been waiting ALL DAY to see your post tonight about how things went!! Hallelujah, SleepyCarol, you did great! So did your doctor! CONGRATULATIONS!

Now, PLEASE, this previous DME supplier was so blatantly far out of line, DO file a complaint w/the state licensing board, and the JCAHO. Copy it to your insurance company as well so that they have it on file when they next contract w/your local DME suppliers.

I know you are busy, especially at the start of the school year but this woman could do serious harm to other patients!! It wouldn't be that hard to do, just copy and paste your posts in this forum regarding what you've gone thru and then form them into a letter. If you have a Chamber of Commerce or Better Business Bureau cc the letter to them as well as to that DME's regional manager or president.

As stated earlier you can find the JCAHO address here near the bottom:

cpaptalk-articles/CPAP-safety-incidents.html

We are so PROUD of you and what you accomplished!! Rest well tonight and in the future knowing you "done good"!

Oh, I forgot to add that the new DME gave me at no cost an additional hose, two white filters and two foam filters. Aren't charging the insurance company either. Said they came with the machine and since I already had been charged for them they weren't going to charge me and that way I could have spares. That is service!! I had actually kept these items from the first machine and didn't return them as they were "purchased" and not rented. I told them I had them but they stated it was a "freebie".

Slinky wrote:
I know you are busy, especially at the start of the school year but this woman could do serious harm to other patients!!

I appreciate your viewpoint Slinky. It's a "we take care of our own" attitude. And "our own" in this case is anyone who is on a cpap, particularly anyone who is new to cpap. Even if they don't know anything about this forum!

I am continually touched by the attitude of the people on this forum. Slinky, you are the one who got me started with fighting my DME. Without the input you gave me right at the start I'd have a non-data capable machine for sure. What a difference that data has made in my treatment.

BTW, after some soul searching, I told the doctor who referred me to the place where I got my sleep study that there were far better places. I pointed out the differences. I was grateful that he figured it out and sent me someplace where I could get in quickly, but the quality was not as good as it should have been, particularly being mistitrated.

WHOOPEE for you Carol. Way to go and get what you needed. I am thrilled for you.

By the way, I used to live in Columbia,Mo. Been to Sedalia a few times.

Now go to sleep and get some rest.

Deo Gratias,

Kevin

I have taken the time to report her to JCAHO. I rewrote my orginal post to take care of it and added in the additional info from today's incident. I saved copies and will mail to state board and insurance company.

Thanks again!!

Yay SleepyCarol!!!!! Sooooooo happy that it all worked out as it should have!!!!

As has been said previously, You need to pursue reporting the other DME to the proper authorities so that they will either learn the business or get out of the business.

KansasRT is really correct. There are many good DME's out there, but the one's that get the most words are the bad ones -- but that is normal!!! I have a good one and it sounds like you have found one as well!!!

take care
cheers
goose

Thank you, RosemaryB. I used to be a very easy-going person. But I've finally gotten to the point of being tired of paying top dollar to be taken advantage of. And I really get ticked off when I see someone taking advantage of others as well. But this situation was more than just someone being taken advantage of!!! It was WAY BEYOND THAT!

I often wish I could be more diplomatic when someone tries to take advantage but I yam what I yam. The thing of it is, if people don't make their dissatisfaction known how do we expect things to improve? And this was more than just a less than satisfactory situation that SleepyCarol encountered. That DME's RT is just plain DANGEROUS!

Good for you, Carol! On both counts. You may have saved someone's life, and for sure the health of others with reporting that horrible RT. I hope they investigate and she gets fired and never gets another job where she can hurt someone.

Pleasant dreams with your new machine. . .

Slinky, the phrase "not suffer fools gladly" comes to mind.

Thank you, SleepyCarol, for following thru and filing the complaint w/JCAHO. It is something that really needed to be done!

Sleep well!!!

sleepycarol wrote:I have taken the time to report her to JCAHO. I rewrote my orginal post to take care of it and added in the additional info from today's incident. I saved copies and will mail to state board and insurance company.

Thanks again!!

Good for you!

Congratulations, Carol.

And, "dittos" on everything the others have said.

Best wishes.

Den

Snoredog wrote:I would ask that the "Auto:Ramp" be enabled, then the patient can decide for themselves weather or not if they want to use it. It doesn't work until you push the button.

You're exactly right, Snoredog. Not ever using ramp myself, I had forgotten that an enabled ramp is not going to start on its own when the machine is started. I had forgotten the user would have to push the ramp button to start "ramp." Thanks for the correction!

KansasRT, your posts always show your caring and sensible attitude. Thanks for all you do to help people both in your job and on this message board. You, and several other RTs who post on this forum are examples of what good RTs are!

Carol, good for you for reporting one of the bad apples...that first RT you had the misfortune to run into. So glad to hear you got out of her clutches and have found a DME who is truly helping you.

SleepyCarol...YOU go Girl.

Glad you got an M series - the loaner I had made all the difference for me.

Guess we will never know if Apria was your 1st DME.

Think the RT was readin this forum, that's why she was ready to give you a change?

Sleep tight.
GumbyCT