How to Change Your Ostomy Product Supplier

By Byram Healthcare

It’s actually a very straightforward process to change ostomy product suppliers. Let the new supplier know how many days of supplies you have on hand and the last time you placed an order. The new supplier can start sending you supplies as soon as you are eligible to receive them. It’s important to have the following information handy when you call a new supplier: insurance card, physician contact info (for the physician who will authorize your prescription), product details and product numbers for all of the wafers and pouches and accessory items you currently use.

There are a number of services you should expect regardless of who your ostomy product supplier is. The most important expectation is that your medical supplier works as a liaison between you and your insurance provider. To perform this role most effectively, your medical supplier should be contracted with your insurance plan so that you are “in network” with your plan.

If you are using Medicare, make certain your supplier is a Medicare Participating Provider and takes Medicare Assignment. Your supplier should also be willing to accept secondary insurance plans you may have. This will ensure that you are managing your supply costs as effectively as possible. Keep in mind that your medical supplier relies on your insurance plan for the majority of its payment for supplies provided to you and must comply with your insurance plan’s rules.

Your ostomy product supplier should make certain you have the supplies you need on hand. Your supplier should send out a reminder when your next supply order is due. This needs to be compliant with your insurance provider so that you avoid unnecessary costs or supply disruptions. You should be provided a choice on how you want your medical supplier to communicate with you for supply reorders. That way you’re sure to receive updates and reminders that you notice.

You should be provided the option to order online, through a text message or by phone with a live person. You should be provided with the option to order a 30, 60 or 90-day supply order. Some insurance plans only allow a 30-day supply and your supplier should know that. You should never feel pressured to order supplies that you do not need.

Your ostomy product supplier should inform you about any backorders and order delays in a timely fashion. A product in your order should not be switched to another product without your approval. The medical supply company staff should have a good working knowledge of barriers, pouches and accessory items to help guide you to make good decisions so that you have a healthy and safe outcome. Your supplier should provide you with assistance in sizing your barrier to your stoma which may include cutting your barrier for you to maintain a proper fit.

You should be provided the option to order online, through a text message or by phone with a live person. You should be provided with the option to order a 30, 60 or 90-day supply order. Some insurance plans only allow a 30-day supply and your supplier should know that. You should never feel pressured to order supplies that you do not need.

Your ostomy product supplier should have a product catalog made available to you. Some national suppliers offer comprehensive on-line catalogs. Your supplier should provide you with guidance about when you travel within and outside the United States. Your supplier should be prepared to assist you in the event of a supply emergency/disruption. This may be created because of a major weather event, earthquake, fire and other issues.

Your ostomy produt supplier should state in writing their return policy. Your supplier should be clear on shipping charges, if any. Your supplier should be able to communicate with you in your native language. Your supplier should seek a physician prescription on your behalf and manage any documentation needed to be compliant with your insurance provider. Your supplier should be CHAP accredited. Your supplier must be HIPAA compliant. The supplier is required to protect your private information.