Apria exchanging mask for me

DeltaSeeker · Post by **DeltaSeeker** » Wed May 09, 2007 8:15 am

I called Apria yesterday to ask what their patient followup policy was. Their customer service manager said I was scheduled for a follow to order supplies in 6 months. I told him that I felt that was an unacceptable standard of care and that most places I have read about follow up, especially with new CPAP patients like me, at 72 hours, 10 days, 30 days, and then 3, 6, 9 and 12 months with specific questions asked at each followup.

The 72 hour followup being about mask fit, any questions and/or problems with the machine, etc. The 10 day to remind of cleaning procedures and checking compliance as well as answering any questions/problems, 30 day compliance and problem resolution, etc.

He told me there is really no "standard of care" in the industry and that it would be up to me to call if there was a problem. No wonder compliance is so low! According to our own personal RT on the boards, the above is what is called for and I've seen it on several websites (one giving tips to sleep labs on becoming their own DME - hmph!).

Then he told me (as if I had won the lottery) "You qualify for our *new* program where masks can be exchanged w/i 30 days if you have problems with the one you receive. Then you have 30 days to try that one, etc. All at no charge to you or your insurance..." I felt like I was being sold a set of Ginsu knives...

This was after I told him there were only 2 FF masks offered by his RT and the first one dug the hard plastic into my eyes. He proceeded to tell me of all the choices I have (like I didn't already know).

So.... supposed I'll be getting a call to set up an appointment with an RT to try on a different mask. If not, I'll have to be proactive about it and call myself. I'm thinking of trying the hybrid. He said he has a couple models. I just wish I didn't have to give up my old one but it's not been doing well so what the hey.

Wish me luck in this journey to find a mask that works for me... I know so many of you have gone through tons of them

Linda

Slinky · Post by **Slinky** » Wed May 09, 2007 8:47 am

Good for you, Linda! Too bad we didn't all think of doing just what you did! As it is, it sounds like the "standard of care" for a majority of local DME suppliers is: provide the equipment & forget patient exists (get in and get out, grab the money whilst the money's good!).

DeltaSeeker · Post by **DeltaSeeker** » Wed May 09, 2007 8:53 am

Yeah, that's my take on it too. I even told the CS manager that - what you only call every six months so we can order supplies and new masks from you??? I doubt he's very happy with me but I really don't care!

Slinky · Post by **Slinky** » Wed May 09, 2007 9:05 am

Yeah, well, I got my CPAP supplies from Wright & Filippis in Saginaw, Michigan 09 Oct 2006. They have yet to contact me about any supplies or new mask or filters. For the most part I've given up contacting them.

Altho for the fun of it I did contact them about the Resmed recall. I knew that my Elite I got from them wasn't involved in the Recall but the Vantage I bought elsewhere was. I called them for the h*ll of it to see what they would have to say about my Vantage and the Recall. They told me they ONLY get replacements for Resmeds THEY placed so I should call Resmed directly about the Vantage.

DeltaSeeker · Post by **DeltaSeeker** » Wed May 09, 2007 9:43 am

And then they wonder why we come to forums such as this to get answers/help. But I guess it's the same as with any other disease/problem, you have to be your own advocate.

As in my Dad's case, while he was in a medical coma my mother had to be there 24/7 to make sure the doctors didn't kill him giving him meds he was allergic to, etc. and making sure each new round of nurses/doctors were up to date on his progress or non-progress... Somehow it seems as if no one wants to bother reading a chart these days...

IMHO this is just plain malpractice either on the part of the DMEs or the Sleep Labs. If we weren't intelligent enough to look for the answers we need or weren't Internet savvy I'd hate to see the boat we'd be in. Probably like my friend's brother who doesn't even know where his PAP machine is because it was too uncomfortable!!! <sigh>

CollegeGirl · Post by **CollegeGirl** » Wed May 09, 2007 10:00 am

Wow. I've read on this board that the manufacturers actually will give the DMEs credit for any mask returned within 30 days by the patient.

I can't say for sure if it's true, because I don't know. But if it is, HUGE favor this guy is doing you. oy.

DeltaSeeker · Post by **DeltaSeeker** » Wed May 09, 2007 10:12 am

College girl

If that's true I don't know why more DMEs wouldn't practice this. I just figured that they'd sterilize it and use it as a loaner or try on mask. I know my insurance paid for it I wish I could just keep it and get a new one. What if the new one doesn't work as well as this one, etc......

Oh well, If I have to keep changing masks every week until I find the right one for me, so be it. That's the one thing I had about getting fitted in the DME office instead of at home (like I was told would happen). A mask fits so much differently sitting up than when you're in a sleeping position and being a side/stomach sleeper it's even worse.

Looks like my Fridays might be booked up for a while

Guest · Post by **Guest** » Wed May 09, 2007 8:49 pm

And therein lies yet ANOTHER problem w/these DME suppliers. Any CPAP RT worth his or her salt would KNOW that one can NOT properly fit a mask on a patient w/o the CPAP being turned on to the patient's pressure AND the patient laying down in various sleep positions during the fitting. My xPAP DME doesn't even provide the proper facilities for their RT to fit a mask if she even had an ounce of sense on how to fit one in the first place. Unless, of course, I would want to lay on the carpeted floor.

Guest · Post by **Guest** » Wed May 09, 2007 8:53 pm

The mask exchange policy of F & P, Resmed and Respironics is true. The first time I read it was a post by an RT for an Apria DME in Kansas. The second time I read it was a post by another RT who worked for a "full service" sleep lab (they also provided xPAP equipment) in one of the eastern states (I can't rememer which state).

DeltaSeeker · Post by **DeltaSeeker** » Wed May 09, 2007 9:44 pm

Slinky wrote:And therein lies yet ANOTHER problem w/these DME suppliers. Any CPAP RT worth his or her salt would KNOW that one can NOT properly fit a mask on a patient w/o the CPAP being turned on to the patient's pressure AND the patient laying down in various sleep positions during the fitting. My xPAP DME doesn't even provide the proper facilities for their RT to fit a mask if she even had an ounce of sense on how to fit one in the first place. Unless, of course, I would want to lay on the carpeted floor.

LOL -- unfortunately my DME has tile floors! Maybe I'll bring in my sleeping bag and pillows and aero mattress to try it out

Slinky · Post by **Slinky** » Thu May 10, 2007 1:22 pm

Hey, I remember a post in one of these forums who did just about that. He/she took her pillow in and either laid on the floor or brought a lightweight sheet of some kind to lay on the floor first. I forget exactly, but I remember laughing out loud when I read he/she had the guts to do that!!!

DeltaSeeker · Post by **DeltaSeeker** » Thu May 10, 2007 2:06 pm

Appointment set for tomorrow to get a new mask at 2:00p! Can't believe it was that easy! (Why did I wait so long?) Anyway, maybe I'll keep swapping masks until the Mirage Quattro comes in or the Mirage Liberty which also sounds interesting... As y'all said, they really aren't doing me any "big favors" since they get refunded from the manufacturers so I might as well get what I want/need.

Last night I switched my pressure from 9 to 11 (odd numbers for some reason seem to give me a lower AHI) and my AHI went from 8.0 to 6.6. Still not really acceptable to me since it's still considered mild apnea and I do remember feeling like the mask was going to lift off my face at first. The leak rate was higher too. Maybe I'll check out 10 tonight and see...

I just don't know if I can really go a the nasal mask. Even after surgery to correct deviated septum and turbinectomy I'm still sooooo congested! Doesn't matter if I rinse or not, humidifier on or off, at 0 or 5 or anywhere in between. I guess since they have this "new policy" I can always try one -- what's it going to hurt anyway? If it doesn't work I move on to the next one...

I just MIGHT bring in my pillow and lay on the floor. It's the only way I'm going to tell how side/stomach sleeping is going to affect the mask! maybe I should bring a blow up matterss too <yee ha!>

Wish me luck.....

Slinky · Post by **Slinky** » Thu May 10, 2007 9:27 pm

Good luck, DeltaSeeker!!!!