What if I have concerns with service?
It is our desire to provide you with the best possible services and equipment available. However, if you have concerns or are not satisfied with the equipment and/or service provided, you may lodge a complaint with any of the branch locations by phone or in person without fear of discrimination, reprisal or unreasonable interruption of service.
Should you choose to lodge your complaint in writing, please click here.
How do I get billed for services?
We accept payment from most insurance companies for equipment and supplies. In some cases your insurance may limit the number and type of supplies, require a prior authorization, and have co-payments and/or deductibles. It is your responsibility to notify us of any changes in your insurance coverage.
Rental equipment is charged on a monthly basis in most cases. Some types of equipment may be purchased rather than rented. Please contact our billing office if you would like to have your equipment changed to a purchase.
Insurance verification is done prior to providing you with equipment/supplies. We will file a claim directly with your insurance company on your behalf, with the physician’s order, and request payment be sent directly to Sparrow Medical Supply. Although we file claims as a courtesy, we cannot guarantee payment by an insurance carrier. It remains your responsibility to ensure that Sparrow Medical Supply receives full payment in a timely manner for the services and equipment provided. When payment is received from your insurance carrier, you are still responsible for all co-payments and deductibles. If you have any questions relating to billing or payment on your account, please contact our billing office directly at 517.364.2110.
How is my plan of care determined?
Sparrow Medical Supply involves key professionals in developing your individual plan of care, which is based upon identified problems, needs and goals, physician orders for treatments and care, your environment and your personal wishes whenever possible. The plan of care includes:
- Equipment and supply need
- Frequency of visit, as applicable
- Goals and actions for client compliance and satisfaction
- Conditions of the home (i.e. caregivers)
The plan of care is reviewed and updated as needed, based on your changing needs. We encourage your participation and will provide necessary medical information to assist you.
Can I refuse a recommended treatment?
You have the right to refuse any medical equipment, supplies or services. However, such refusal may require us to obtain a written statement releasing the agency from all responsibility resulting from such action. Should this happen, we would encourage you to discuss the matter with your physician for advice and guidance. Our role in the administration of medications (such as nebulized medications) is to provide you with equipment and education in proper equipment use.
How can I be sure my medical records are kept private?
Your medical record is maintained by our staff to document physician orders, assessments, progress notes and treatments. Your records are kept strictly confidential by our staff and are protected against loss, destruction, tampering or unauthorized use. Our Notice Of Privacy Practices describes how your protected health information may be used by us or disclosed to others, as well as how you may have access to this information.
What happens if I am become unable to communicate to the staff?
A document called the "Durable Power of Attorney for Health Care" is available at your request. This document allows persons 18 years or older to appoint a friend or relative to speak on their behalf should they lose their communication or decision-making abilities. If you desire not to have emergency procedures initiated or if you would simply like further information on the Durable Power of Attorney form, please call or ask one of our staff members.
What happens if I need emergency assistance while being treated by the staff?
In the event that emergency assistance is required, it is the policy of Sparrow Medical Supply that unless you have informed us to do otherwise via an authorized advance directive (see above), our staff member will call 911 and wait for emergency assistance to arrive. We will honor patient requests NOT to initiate emergency procedures if the request is provided in the form of an authorized, written Advance Directive.