Rem Sleep Labs Inc

[redacted]Complaint ID: [redacted]Complaint Involves:Customer Services IssuesResponse to Complaint:Our office received a physician’s order for a home sleep test for Ms. [redacted].  It is our policy to ask sleep related questions...

before performing any test on our patients.  These questions help our doctors and the referring physician have a better understanding about the overall picture of a patient’s sleep issues.  Ms. [redacted] was called by our customer service representative and explained that in order for her to perform the test she would be responsible for $50.44.  We also have email correspondence from Ms. [redacted] acknowledging that she is aware of any deductibles that may be associated with her insurance.  To date, Ms. [redacted] has not paid us her share of cost.  Once we received confirmation that Ms. [redacted] understood the process and her share of cost, she was sent a home sleep test equipment.  The package contains complete instructions with pictures showing exactly how to put the leads on.  According to her results, the equipment had adequate results for a short period of time and then the recording for the leads showed inadequate results which is indicative of the leads coming off (possibly while she was asleep).  There was no malfunction on the equipment end.  When this was conveyed to Ms. [redacted] she stated that she was a tech and was tech savvy, however, this was not a technical issue.  Ms. [redacted] was provided a different machine approximately one month later with similar results.  When a lead slightly comes off or shifts to a point that the machine cannot get adequate data the results become invalid.  This can happen with patients that move a lot or not knowingly take things off while asleep that they are not used to such as the nasal canula on their face and finger probe on their finger.  Ms. [redacted] was advised to come to the lab so that if a lead comes off the technician can identify it right away and fix the problem to insure good results.  This offering was in no way to force her to come into the lab.  We have records that both units have been used on many other patients after Ms. [redacted] used them with good results.  Therefore, the equipment was in good working condition.  Ms. [redacted] was provided this information but was unwilling to accept it.