Selecting a mask- Taking a shot in the dark with my DME

I'm having a hard time understanding this and maybe someone more experienced can help me out.

Today I met with a respiratory therapist from my DME provider. They came to my house to set up a new machine, etc. My doctor prescribed a full face mask. I understood from reading posts that selecting the mask with the best fit is super important because of comfort, leaks, etc. This is even more important because I have beard and I am expecting leaks.

When the tech got here he gave me two maks, a forma and Quattro FX. I went to pick up the forma to try it on for size and the tech almost had a heart attack. He said that I can't put the mask on my face because if I open it, it is considered a used mask. The policy is sort of if you open it, you've bought it. When I told him that was crazy and I could not judge the comfort or fit from looking at a picture on the box, he told me that (1) not to worry, because they had a 30 day return policy and if I did not like the mask, I could return it and (2) I just had to take a "leap of faith". By the way, he told me I could only return the mask once within 30 day period. They would not continue to allow me to change masks until I found one I liked. I basically got two shots in the dark and after that, I was on my own (or stuck with a leaky and ill-fitting mask).

When I asked him why he didn't bring me a selection of masks to try, he said that the company couldn't do that because it was "barred by HIPPA." I know that makes little sense because HIIPA deals with the privacy of health info, not the sterility of masks.

Incidentially, he also went to great lenghts to tell me that all full face masks are basically the same. If I didn't like one, changing to another would make little difference. I'm sure the mask companies are glad this tech doesn't work in their research and development departments. I guess Respironics, Resmed and the others are really wasting millions of dollars trying to develop new products. I doubt this tech has looked at any of the mask review sites on the net.

Does this make any sense to anyone or have I just been the victim of a DME's bull***? The bigger question is what to do about it short of just changing companies. This one, however, is the only one my sleep doctor works with.

Any ideas?

Fred

P.S. I took the Quattro FX. The list price for the mask was $325.00 (!!)

Not sure of your insurance policy. Medicare says all the diff masks you want for thirty days.

The DME rep sounds like he really does not understand what is going on. He is right in saying that once a mask is unsealed that it can not be given to another person. (I do not know how the Sleep Labs wash them so they can be re used).

My first DME rep, over five years ago, said that that the company just takes the used ones. counts them, puts them into one large bag, and ships them back to the manufacturer for credit for the same number of new masks. That is the manufacturer just takes the used ones back for credit, I am guessing the use the material to make new ones. Part of why masks are so expensive. I would be glad to hear what JanKnitz has to say. (Janknitz is pretty much an expert on when DME's are shoveling nonsense)

You should have let the respiratory therapist test it on you. You probably have insurance that pays for it. Otherwise, no one would come to your home with it. Instead of making a fuss why don't you try the mask if it fits you, and try changing your attitude?

avi123 wrote:You should have let the respiratory therapist test it on you. You probably have insurance that pays for it. Otherwise, no one would come to your home with it. Instead of making a fuss why don't you try the mask if it fits you, and try changing your attitude?

As a matter of fact, I did let him show me how to put on the Quattro FX but by the time I got to that point, I was stuck with the mask. My point was I had no selection of anything other than the two masks he brought and had to assess whether the mask was good for me *before* I opened the package and tried it on.

He specically told me that if I opened the Quattro FX, and didn't like it, I could call the company and they would exchange it for another mask, once, as long as I called within 30 days. He would not let me open the Quattro and then open the Forma and pick between the two.

How can that be the apprpriate way to service a customer? In other words, how do you select a mask by looking at a picture of it on a box?

Avi likes to make trouble; ignore him.

jdm2857 wrote:Avi likes to make trouble; ignore him.

I just did a review of his previous posts. I see your point.

Thanks.

fringel wrote:

jdm2857 wrote:Avi likes to make trouble; ignore him.

I just did a review of his previous posts. I see your point.

Thanks.

Smart man. You catch on quickly!

Your doctor doesn't have to work with your DME. The DME you use has to work with your insurance company, or the other way around. I suggest you call your insurance company and find out what other companies they work with. Most DME's have a 30 day return policy when you purchase a mask. Mine does. I would dump them and fast.

I should also mention that I can return any mask I purchase from my DME (within 30 days). I recently returned one and I've been with them for two years.

ems wrote: Your doctor doesn't have to work with your DME. The DME you use has to work with your insurance company, or the other way around. I suggest you call your insurance company and find out what other companies they work with. Most DME's have a 30 day return policy when you purchase a mask. Mine does. I would dump them and fast.

I should also mention that I can return any mask I purchase from my DME (within 30 days). I recently returned one and I've been with them for two years.

Great Point. I hadn't realized the connection.

I thought that since the DME put my machine on the Doctor's Encore Anywhere software, I thought I was stuck with that DME. As I understand it, Encore Anywhere allows the doc to see my progress and make adjustments to the machine remotely. If the software is "DME independent" (for lack of a better term), I can go to any DME my insurer accepts.

I guess I need to call the doctor next and make sure I have that right.

Thanks for the advice.

I've never heard of "Encore" , although I've heard of something similar. However, I have never heard of anyone making adjustments to the machine remotely. If such a thing really does exist, I would love to know.

I think that it's sad that trying on a cpap mask is like trying on underwear, but that seems to be the case. In a perfect world, DMEs would have a sample of each mask that you could hold and look at and try on, but it is not the way it works.

Most of us have ended up with a random mask given to us at the sleep study, and have tried to make it work. There is always that 30 day return policy, or paying for a mask out of pocket from our hosts at cpap.com, and with a few extra dollars for mask insurance, you can return it if it doesn't work for you.

I spent my first 9 months with a full face mask I got at the sleep study for free, then got a nasal mask through my insurance. A few months later, I bought a brand new nasal pillow mask from another member here for about 50% off retail price.

If you think you need a full face mask and have chosen the Quattro FX, you should know that a lot of people love that mask. Give it a chance and if you don't like it you can try another one.

Good luck!

What they did to you would be like a shoe salesperson saying "these shoes look like they fit, go out and run that marathon"

I tried a two sizes of mask when I first got mine.

ems wrote:I've never heard of "Encore" , although I've heard of something similar. However, I have never heard of anyone making adjustments to the machine remotely. If such a thing really does exist, I would love to know.

Well, that's what I was told but don't know that firsthand. There is a website by the same name that you could check out.

RandyJ wrote:
If you think you need a full face mask and have chosen the Quattro FX, you should know that a lot of people love that mask. Give it a chance and if you don't like it you can try another one.

Good luck!

I'm going to give it the old college try but if it works out it feels like it was pure luck. What I was really trying to determine is whether my DME's procedure of only giving customers a limited selection (two masks) and one free try to get the right mask was the norm or not?

My expectation from reviewong posts on this site was that I would have a real choice and be able to try on several masks before making a choice and that therefore my selection would be somewhat more informed. The idea that making a selection of something I have to get "intimate" with every night based on what it looks like on the box was not what I was expecting.

Ignore Avi he is full of it.

1. If your sleep dr ONLY works with this DME that is a red flag.

2. My DME allowed me to try three different mask types. All they carried in house were ResMeds, but I was able to try the nasal pillow, quattro ffm, and nasal. He said they simply return the used ones for credit from ResMed and that's how ResMed moves their products.

Conclusion - your DME is shoveling bullshit! Also the quattro fx market value is far less than $300. You can buy it out of pocket on cpap.com for $185!

Sorry they took advantage of you.

ems wrote:I've never heard of "Encore" , although I've heard of something similar. However, I have never heard of anyone making adjustments to the machine remotely. If such a thing really does exist, I would love to know.

ems,

They can be adjusted remotely if they have a modem attached. My machine came with a modem attached, and the first adjustment was made remotely by my then DME, upon a faxed Rx from my sleep lab doctor.

Best wishes, Nate