Tactile Medical

MY CONTROL DEVICE BROKE BY 3 YEARS. COMPANY DOES NOT OFFER REPAIR ONLY OFFERS THE PATIENT TO PURCHASE A NEW ONE AT $4,000. COMPANY CLAIMS THE
DEVICE DOES "NOT BREAK"!

Initial Business Response / [redacted] (1000, 9, 2016/01/12) */ Tactile Medical is an accredited supplier of medical equipment which complies in all respects with the Quality Standards required by Medicare This patient received a product demonstration from our field representative within three (3) days of an order kit being issued Patient order indicated insurance coverage through a state Medicaid programThe Medicaid manual explicitly stated that state residency is a requirement for Medicaid benefits but before the equipment was shipped, the patient moved out of state When Tactile Medical was notified of the patient's move, multiple contacts were made to Medicaid to determine if payment would still be made from previous Medicaid program One state Medicaid department official indicated equipment would not be covered for patient having moved to different stateA second state Medicaid department official indicated otherwise Patient was contacted and advised of the differing responses from state MedicaidPatient was advised of the concern that Patient could be personally responsible if payment for the equipment by Medicaid could not be obtained Patient understood and requested shipment of the equipment despite risk of non-coverage by insuranceEquipment was shippedPatient has been trained by Tactile Medical and a bill has been submitted to insurance Tactile Medical serves thousands of patients with chronic incurable conditions and is deeply committed to the medical needs of the population it servesAt the same time, these patients have a variety of insurance plans with a variety of terms and conditions that must be addressedTactile Medical dedicates significant resources to those insurance requirements so that expensive medical equipment does not become a financial hardship for the individual patientTactile Medical processed this order consistent with its standard practices regarding both medical necessity and financial responsibility of the patient As noted above, Patient has received the equipment and is benefitting from its useTactile Medical has not yet been paid Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/01/22) */ The customer indicated that he/she ACCEPTED the business response

Initial Business Response /* (1000, 8, 2015/08/13) */
Tactile Medical is a nationally recognized leader serving patients with chronic health conditions for which home medical equipment is prescribedEquipment manufactured and supplied by Tactile Medical is currently in use by thousands of patients
across the countryFurthermore, Tactile Medical is fully accredited and complies with national quality standards for medical equipment suppliersTactile Medical prides itself on making every effort to support patients for whom this prescribed equipment is appropriate
Consumer received home medical equipment prescribed by her physician and which her physician certified as "appropriate" and which could be "safely used in the home"Her order was evaluated and filled according to standard operating procedures including a demonstration of the equipment at the clinic where it was documented that consumer was "capable of donning/doffing the garments"
The order was filled according to standard operating procedureUnlike other medical equipment suppliers, Tactile Medical sends a credentialed clinical trainer to the patient's homeThat training did occur in this case and was fully completed and documentedThat documentation indicated the training "went well" and that consumer "demonstrated ability to independently don and doff the garments" used in the treatment
Any report of pain and discomfort is logged according to standard operating procedureThat occurred in this case and a staff therapist called consumer to review concernsAn offer was made to send another trainer to consumer's home and consumer refused
In addition, the matter was escalated to corporate Quality Assurance Counsel, Jim *** who contacted consumer by phone and by mail to also follow up on the complaint
Although this consumer found the instructional DVD unhelpful, it has been used by 1000's of consumers who successfully use this equipment in their homesConsumer was sent additional instructional materials
Tactile Medical also advised consumer to discuss her concerns with her physician so that her physician can decide if a different treatment strategy may be necessaryTactile Medical coordinates closely with the treating health care team and in this case followed the medical orders precisely
Although it would be unfortunate, Tactile Medical is willing to pick up the rented equipment so that consumer can look for some other alternative

Initial Business Response /* (1000, 9, 2016/01/12) */
Tactile Medical is an accredited supplier of medical equipment which complies in all respects with the Quality Standards required by Medicare.
This patient received a product demonstration from our field representative within three (3) days of...

an order kit being issued.
Patient order indicated insurance coverage through a state Medicaid program. The Medicaid manual explicitly stated that state residency is a requirement for Medicaid benefits but before the equipment was shipped, the patient moved out of state.
When Tactile Medical was notified of the patient's move, multiple contacts were made to Medicaid to determine if payment would still be made from previous Medicaid program .
One state Medicaid department official indicated equipment would not be covered for patient having moved to different state. A second state Medicaid department official indicated otherwise.
Patient was contacted and advised of the differing responses from state Medicaid. Patient was advised of the concern that Patient could be personally responsible if payment for the equipment by Medicaid could not be obtained.
Patient understood and requested shipment of the equipment despite risk of non-coverage by insurance. Equipment was shipped. Patient has been trained by Tactile Medical and a bill has been submitted to insurance.
Tactile Medical serves thousands of patients with chronic incurable conditions and is deeply committed to the medical needs of the population it serves. At the same time, these patients have a variety of insurance plans with a variety of terms and conditions that must be addressed. Tactile Medical dedicates significant resources to those insurance requirements so that expensive medical equipment does not become a financial hardship for the individual patient. Tactile Medical processed this order consistent with its standard practices regarding both medical necessity and financial responsibility of the patient.
As noted above, Patient has received the equipment and is benefitting from its use. Tactile Medical has not yet been paid.
Initial Consumer Rebuttal /* (2000, 11, 2016/01/22) */
The customer indicated that he/she ACCEPTED the business response.