It is up to testers to inform clients where to send concerns they are having with a vendor/home oxygen company - Email or call SAIL. SAIL encourages clients to work with their home oxygen provider in resolving issues. However if your client remains dissatisfied with service and wishes to change vendors, please remind the client to ensure that the existing or previous vendor is advised of the intention to switch AND that their equipment has been returned. Also let the new vendor know that the client already has coverage through another supplier. There have been a number of cases lately where equipment is not returned, most often in situations where the client moves to a long-term care home. In cases where the client or their representatives misplace equipment, the vendor switch will not be activated. SAIL will not pay two vendors for one period for coverage for the same individual so clients may be liable to the new vendor for costs incurred.
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