Monday - Friday: 8:30 am - 4:30 pm EST

Patient Rights

  1. The patient has the right to considerate and respectful service.
  2. The patient has the right to obtain service without regard to race, creed, national origin, sex, age, disability, diagnosis or religious affiliation.
  3. Subject to applicable law, the patient has the right to confidentiality of all information pertaining to his/her medical equipment service. Individuals or organizations not involved in the patient’s care, may not have access to the information without the patient’s written consent.
  4. The patient has the right to make informed decisions about his/her care.
  5. The patient has the right to reasonable continuity of care and service.
  6. The patient has the right to voice grievances without fear of termination of service or other reprisal in the service process.

Patient Responsibilities

  1. The patient should promptly notify About You Medical Supplies of any equipment failure or damage.
  2. The patient is responsible for any equipment that is lost or stolen while in their possession and should promptly notify About You Medical Supplies. Filing a new claim for replacement of lost/stolen equipment through the patient’s insurance company will require supporting document.
  3. The patient should promptly notify About You Medical Supplies of any changes to their address or telephone.
  4. The patient should promptly notify About You Medical Supplies of any changes concerning their physician if they are receiving equipment or items on an ongoing basis, or if they wish to order additional products.
  5. Except where contrary to federal or state law, the patient is responsible for any equipment rental and sale charges which the patient’s insurance company/companies does not pay.
  6. To request a return, the patient will contact About You Medical Supplies within five (5) business days of receipt for a return authorization # and follow return procedures outlined by AYMS.

Rights Regarding Health Information About You

  • You have a right to expect your protected health information will be kept secure and used only for legitimate purposes.
  • You have a right to understand how your protected health information may be used and disclosed by AYMS.
  • You have a right to access this privacy notice that tells you how your protected health information may be used or disclosed.
  • You have a right to ask questions about any health privacy issue and have those questions clearly and promptly answered.
  • You have a (limited) right to know who has seen your health information, and for what purpose. If you make additional requests for such an accounting during any 12-month period, we may charge you a reasonable cost based fee.
  • You have a right to see, and to keep a copy of, all of your health records except psychotherapy notes and information compiled in reasonable anticipation of, or for use in, a civil, criminal, or administrative action or proceeding. Your request for a copy of your record must be in writing.
  • You have a right to ask for correction or inclusion of a statement of disagreement for anything in your records you feel is in error. Your request must be submitted in writing and include supporting documentation.
  • You have a right to authorize, or refuse, additional uses of your protected health information, such as for fundraising, marketing, or research.
  • You have a right to request extra protections for protected health information you consider especially sensitive, and to request we communicate with you by alternative means.

If you believe your privacy rights have been violated, you should immediately contact our Privacy and Security Official. We will not take any action against you for filing a complaint. You may also file a complaint with the Secretary of Health and Human Services. Contact us at 800-518-4009.

Changes to this notice: We reserve the right to change this notice and make the new notice apply to Health Information we already have as well as any information we receive in the future.

Medicare Supplier Standards

Note: This is an abbreviated version of the supplier standards every Medicare DMEPOS supplier must meet in order to obtain and retain their billing privileges. These standards, in their entirety, are listed in 42 C.F.R. 424.57(c) www.cms.gov.

  1. A supplier must be in compliance with all applicable Federal and State licensure and regulatory requirements and cannot contract with an individual or entity to provide licensed services.
  2. A supplier must provide complete and accurate information on the DMEPOS supplier application. Any changes to this information must be reported to the National Supplier Clearinghouse within 30 days.
  3. An authorized individual (one whose signature is binding) must sign the application for billing privileges.
  4. A supplier must fill orders from its own inventory, or must contract with other companies for the purchase of items necessary to fill the order. A supplier may not contract with any entity that is currently excluded from the Medicare program, any State healthcare programs, or from any other Federal procurement or non-procurement programs.
  5. A supplier must advise beneficiaries that they may rent or purchase inexpensive or routinely purchased durable medical equipment, and of the purchase option for capped rental equipment.
  6. A supplier must notify beneficiaries of warranty coverage and honor all warranties under applicable state law, and repair or replace free of charge Medicare covered items that are under warranty.
  7. A supplier must maintain a physical facility on an appropriate site. This standard requires that the location is accessible to the public and staffed during posted hours of business. The location must be at least 200 square feet and contain space for storing records.
  8. A supplier must permit CMS, or its agents to conduct on-site inspections to ascertain the supplier’s compliance with these standards. The supplier location must be accessible to beneficiaries during reasonable business hours, and must maintain a visible sign and posted hours of operation.
  9. A supplier must maintain a primary business telephone listed under the name of the business in a local directory or a toll free number available through directory assistance. The exclusive use of a beeper, answering machine, answering service or cell phone during posted business hours is prohibited.
  10. A supplier must have comprehensive liability insurance in the amount of at least $300,000 that covers both the supplier’s place of business and all customers and employees of the supplier. If the supplier manufactures its own items, this insurance must also cover product liability and completed operations.
  11. A supplier must agree not to initiate telephone contact with beneficiaries, with a few exceptions allowed. This standard prohibits suppliers from contacting a Medicare beneficiary based on a physician’s oral order unless an exception applies.
  12. A supplier is responsible for delivery and must instruct beneficiaries on use of Medicare covered items, and maintain proof of delivery.
  13. A supplier must answer questions and respond to complaints of beneficiaries, and maintain documentation of such contacts.
  14. A supplier must maintain and replace at no charge or repair directly, or through a service contract with another company, Medicare covered items it has rented to beneficiaries.
  15. A supplier must accept returns of substandard (less than full quality for the particular item) or unsuitable items (inappropriate for the beneficiary at the time it was fitted and rented or sold) from beneficiaries.
  16. A supplier must disclose these supplier standards to each beneficiary to whom it supplies a Medicare covered item.
  17. A supplier must disclose to the government any person having ownership, financial, or control interest in the supplier.
  18. A supplier must not convey or reassign a supplier number; i.e., the supplier may not sell or allow another entity to use its Medicare billing number.
  19. A supplier must have a complaint resolution protocol established to address beneficiary complaints that relate to these standards. A record of these complaints must be maintained at the physical facility.
  20. Complaint records must indicate: the name, address, telephone number and health insurance claim number of the beneficiary, a summary of the complaint, and any actions taken to resolve it.
  21. A supplier must agree to furnish CMS any information required by the Medicare statute and implementing regulations.
  22. All suppliers must be accredited by a CMS approved accreditation organization in order to receive and retain a supplier billing number. The accreditation must indicate the specific products and services, for which the supplier is accredited in order for the supplier to receive payment of those specific products and services (except for certain exempt pharmaceuticals). Implementation Date – October 1, 2009
  23. All suppliers must notify their accreditation organization when a new DMEPOS location is opened.
  24. All supplier locations, whether owned or subcontracted, must meet the DMEPOS quality standards and be separately accredited in order to bill Medicare.
  25. All suppliers must disclose upon enrollment all products and services, including the addition of new product lines for which they are seeking accreditation.
  26. A supplier must meet the surety bond requirements specified in 42 C.F.R. 424.57(c). Implementation date – May 4, 2009.
  27. A supplier must obtain oxygen from a state-licensed oxygen supplier.
  28. A supplier must maintain ordering and referring documentation consistent with provisions found in 42 C.F.R. 424.516(f).
  29. DMEPOS suppliers are prohibited from sharing a practice location with certain other Medicare providers and suppliers.
  30. DMEPOS suppliers must remain open to the public for a minimum of 30 hours per week with certain exceptions.

Medicare Co-Insurance Waiver

Co-Insurance liability can be waived under certain circumstances subject to qualification and Medicare regulations. AYMS reserves the right to request proof of income or additional information if needed to ensure patient eligibility. The patient’s local cost of living, income, assets and expenses are factors in determining financial need as outlined by the Department of Health and Human Services (HHS). https://aspe.hhs.gov/poverty-guidelines.

If you feel you meet the criteria, call About You Medical Supplies at 800-518-4009 for further instructions.