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 include: 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.
MEDICARE DMEPOS SUPPLIER STANDARDS (cont’d)
43
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Airway Clearance Therapy | INSTRUCTION MANUAL
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