Peak's Medicare Supplier Standards

Medicare Supplier Standards

1. A supplier must be in compliance with all applicable Federal and State licensure and regulatory requirements.
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 health care 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.
8. A supplier must permit CMS (formerly HCFA), 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 or cell phone 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 calling beneficiaries in order to solicit new business.
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 (formerly HCFA) any information required by the Medicare statute and implementing regulations.

Customer Rights

• You have the right to be treated fairly with courtesy and respect.
• You have the right to quality homecare equipment services regardless of race, creed, religion, sex or source of payment.
• You have the right to request and receive a detailed explanation of your bill for products and services.
• You have the right to be allowed reasonable participation in decisions regarding your homecare service.
• You have the right to be communicated with in a way that you can reasonably understand.
• You have the right to refuse equipment and services; accepting full responsibility for that refusal.
• You have the right to choose your provider of healthcare service.
• You have the right to receive our assistance in transferring your homecare services to another provider.
• You have the right to receive homecare services in a timely manner, appropriate for your needs.
• You have the right to be assured of confidentiality, to review your records, and to approve or refuse the release of your record.
• You have the right to have competent and qualified people carry out the services for which they are responsible.
• You have the right to voice your grievances and recommend changes in policies and services.
• You have the right to be given reasonable notice of discontinuation of service.

Customer Responsibilities

• To provide to the best of you knowledge, accurate and complete information.
• To follow the plan of care or services recommended by your physician.
• To care for, use as instructed and return rental equipment in good condition, normal wear and tear expected.
• To pay for the replacement costs of any equipment damaged, destroyed or lost due to misuse, abuse or neglect.
• To notify Peak Wheelchairs, LLC of any equipment malfunction or defect and allow company technicians to enter premises to repair, relocate or provide substitute equipment.
• To be responsible for any payment not paid by your insurance company, except where not allowed by law.
• To make it known that you clearly understand the equipment and services being provided.
• To advise Peak Wheelchairs, LLC of any changes in your status, i.e., insurance coverage, address, medical condition, etc.