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+--- Thread: Can I switch DME supplier? (/Thread-Can-I-switch-DME-supplier)
Can I switch DME supplier? - fotomatt1 - 09-23-2018
I've had my CPAP (Philips Dream Station Auto) for about 18 months. It took a while but I'm finally used to it and now reliant on my machine for sleep. Out of the blue a few weeks ago my machine started making a noise every time i exhaled. The only thing I could compare it to is a kazoo. The noise kept both my wife and I awake and she said it was just as bad as my snoring. I tried to fix it a number of ways, changed hoses, masks, new filters, and with and without the humidifier. I finally realized the sound was coming from inside the blower. I knew the warranty was 2 years on my machine so I called my DME who said I'd have to bring it in.
Initially, the guy at the DME said he didn't hear anything, despite the fact that they had a very loud air conditioning system going. I finally convinced him to shut it off, and then he heard it. He was insistent that it was the humidifier, so they reluctantly got another one. It still made the sound so he got his manager. She claimed to not hear anything and the best she would do is send it for a repair that I would have to pay for. I told her I knew what the warranty was and she got angry and said fine....if Respironics would give them an RA# they'd replace it. Respironics talked to them on the phone for a few minutes, had them try a few things and then gave them an RA# and the DME go give me a NEW machine which they'd replace in their inventory. The woman at the DME was now very angry and walked away, and the guy who originally was helping me came back with another machine that he packed up and told me was new.
When I got home, I noticed the "new" machine had food stuck to the bottom of it despite looking mostly new, but didn't have any labels or the protective film over the display. I went into the clinician menu and saw the it had 360 hours on it!!! I called the DME back and the guy got all nervous and claimed that my insurance company (Aetna) tells them that any machine with less than 500 hours on it is considered new. I was furious that they didn't disclose this to me and gave me an unsanitary machine. I called Respironics myself and they told me that the DME should have given me a new machine because they were replacing the broken one with a brand new machine. I called Aetna who also told me that was NOT their policy, so they conferenced the DME in who got even more nervous and told us that they'd send over a new machine sealed in the box, which they did the next day.
I'm a little astounded that they were giving me a used machine (with food stuck on it no less) and then selling the new replacement machine Philips was sending.
After this, I don't want to do business with this DME, and they don't want to see me in there again, but it seems as though I have to stay with the company my machine came from? How can I switch and have my compliance data and supply eligibility go to a new DME? Any suggestions? Any help is appreciated.
RE: Can I switch DME supplier? - PaulaO2 - 09-23-2018
Yes, you can. You'll need a copy of your sleep study report and a copy of your prescription. Both of which you should keep on file anyway. The idiot DME should have it. If not, contact the doc who gave you the diagnosis and/or prescription and request a copy.
In the meantime, since your insurance behaved appropriately, you can call them and ask who is in their network or whatever.
Send in a Better Business Bureau review/complaint. Do it on Google, Yelp, and anywhere else you can think of.
Before you forget the who, what, and where, write all that down so you have it on file. Who you spoke to when about what from when you first took your machine in until they gave you an unopened box.
RE: Can I switch DME supplier? - Walla Walla - 09-23-2018
You might want to make sure before you move to a new DME that they deal with Philips Respironics machines.
RE: Can I switch DME supplier? - SarcasticDave94 - 09-23-2018
Both replies have excellent advice. Your insurance customer service will tell you of the DMEs in network nearby. Do research on those, and then choose your new DME. Do make sure you've got the sleep study and script in writing. Present copies of those to the DME.
RE: Can I switch DME supplier? - DaveL - 09-24-2018
Good question; good answers.
I changed DME's in Ontario Canada. I asked everyone I met at work if they were happy with their DME....I found my original supplier to be argumentative, offer no choices, and very stressful. I also had a sleep doc from h-ll. The new DME has provided incredible service and help. I finally feel I'm on a path to wellness.
Difference is night and day...
I live in the Greater Toronto Area. I travel to Burlington to buy masks and service. I bought my current cpap from a co-worker who refused to use it. It's a good machine. I bought it used. My DME verified my settings.
My sleep doc from h-ll finally retired; I had seen him for 12 years. I regret I didn't fire him after the first meeting. I went without a sleep doc for a few years...
I finally got a referral to a new sleep doc from my family physician (he was about to retire himself. My concern was that I needed a referral to find a sleep doc, so I accepted his choice. I've had a sleep study, but have had no follow-up since then. I need the results from the sleep study, and the two prescriptions promised to me (1 for pressure; 1 for masks, and service)
Here in Canada the sleep doc would prefer I was absolutely ignorant; he wants to sell me a new machine, and masks. He would choose them; I'd have no choice.
I truly prefer the DME that I chose after talking to many people about their level of care. I would have preferred a referral to a real sleep doc from one of those people.
RE: Can I switch DME supplier? - pholynyk - 09-24-2018
My DME (in downtown Toronto) has told me that we don't need a prescription for masks and other supplies - only for the machine.
RE: Can I switch DME supplier? - Mosquitobait - 09-24-2018
As mentioned, all you need to do is contact Aetna for a list of DME suppliers they contract with that are convenient for you. Contact the DME supplier you choose. Given what happened, I'd be inclined to interview the manager just to make sure such things don't happen with them. Then, all you have to do is give them the name of your current DME and they can contact them for the information.
I don't blame you for not wanting to continue with that DME. I'm puzzled though as to why she was so angry. Warranty repairs shouldn't be dinging their numbers - in fact, they should enhance it because they have a happy customer who didn't have to pay to get their machine fixed.
RE: Can I switch DME supplier? - DaveY - 09-25-2018
(09-24-2018, 10:05 AM)DaveL Wrote: Good question; good answers.
I changed DME's in Ontario Canada. I asked everyone I met at work if they were happy with their DME....I found my original supplier to be argumentative, offer no choices, and very stressful. I also had a sleep doc from h-ll. The new DME has provided incredible service and help. I finally feel I'm on a path to wellness.
Difference is night and day...
I live in the Greater Toronto Area. I travel to Burlington to buy masks and service. I bought my current cpap from a co-worker who refused to use it. It's a good machine. I bought it used. My DME verified my settings.
My sleep doc from h-ll finally retired; I had seen him for 12 years. I regret I didn't fire him after the first meeting. I went without a sleep doc for a few years...
I finally got a referral to a new sleep doc from my family physician (he was about to retire himself. My concern was that I needed a referral to find a sleep doc, so I accepted his choice. I've had a sleep study, but have had no follow-up since then. I need the results from the sleep study, and the two prescriptions promised to me (1 for pressure; 1 for masks, and service)
Here in Canada the sleep doc would prefer I was absolutely ignorant; he wants to sell me a new machine, and masks. He would choose them; I'd have no choice.
I truly prefer the DME that I chose after talking to many people about their level of care. I would have preferred a referral to a real sleep doc from one of those people.
I am in Alberta. I didn't even get to see my sleep doc. Following a referral from a family doc, I had a two night take home sleep test done. This was through a sleep clinic/DME. I couldn't even get a prescription from the sleep clinic. Only an APAP at a rip off price ($2500 for AS10 Autoset, heated hose and a nasal mask and extended 5 year warranty on the APAP unit). Bought my backup APAP with a prescription from my family doc a few months later...AS10 for her and slimline hose for $805 and free shipping from a Canadian online CPAP dealer.
I do my own adjustments after a RT at the DME was causing vertigo issues with me after raising my pressures.
Dave