The American Association for Homecare reports that its members are predicting “an avalanche” of complaints from diabetic and CPAP patients trying to obtain supplies now that Round Two of cf Medicare’s bidding program has been implemented.
Concerned providers informed the association that they staggered their shipments of test strips to beneficiaries in April and May, so they could send patients a full 90-day supply in June, the association noted in a public statement. This would give beneficiaries enough supplies over the summer before needing more in September.
Staggering shipments of diabetic testing supplies is commonplace in the industry as it braces for competitive bidding,” said Kim Brummett, senior director of regulatory affairs for AAHomecare.
“The June shipments provided temporary relief for diabetics with Part B Medicare, but September will likely see the largest surge in beneficiary frustration and complaints about the program.”
Similarly, since CPAP mask frames are allowed every three months, September will likely see a surge in sleep patient complaints as they become eligible for replacement supplies.
As of Aug. 25, 632 — 37 percent—of the 1,711 documented complaints on the People for Quality Care hotline were about diabetic testing supplies. That is the largest number of complaints for any category of DME mentioned by name. The second largest number at 298 —17 percent — concerned CPAP and respiratory assist devices. The complaints focused on some key issues:
- Product of choice now unavailable.
- Distance from provider too far.
- Timeliness of receiving supplies a problem.
- Cost to beneficiary is increased.
AAHomecare advised providers to encourage patients, caregivers, and referral partners to call the People for Quality Care hotline at (800) 404-8702. Operators will document patients’ problems and record the calls; try to solve problems; and will transfer callers to the Congressional Switchboard to speak with their Congress members.