Patient resources
What to expect, and how we take care of you
Coverage, delivery, equipment safety, and your rights as our patient.
Insurance and costs
How coverage works
Most durable medical equipment needs a physician’s order before your health plan will cover it. Some items also need prior authorization from your plan.
Before anything ships, we check your benefits and tell you in writing what your plan covers and what you will owe, including any copay, deductible or coinsurance.
Depending on the item and your plan, equipment may be rented monthly or purchased. We explain which applies before delivery.
Delivery day
What happens when we deliver
We confirm
We call to confirm the delivery window, address and who will be home.
We install
We set up and adjust the equipment in the room where it will be used.
We show you
You and your caregivers learn how to use, clean and store it safely.
You sign
You sign a delivery receipt and receive written instructions and our contact details.
Safety
Using your equipment safely
Oxygen
Never smoke or allow open flames near oxygen. Keep equipment away from heat sources and stoves, and keep tubing clear of walkways.
Beds and surfaces
Keep bed wheels locked when the patient is getting in or out. Report any noise, alarm or change in how the mattress inflates.
Mobility
Lock wheelchair brakes before transfers. Check tires, tips and handgrips regularly, and call us if anything feels loose.
If equipment stops working, call us at (925) 804-0563. In a medical emergency, call 911.
Your rights
- To be treated with dignity, courtesy and respect
- To choose your equipment supplier
- To know your costs before you receive equipment
- To clear instructions on using your equipment
- To privacy of your health information
- To voice a complaint without any effect on your service
Your responsibilities
- Give us accurate insurance and contact information
- Tell us when your insurance, address or physician changes
- Use the equipment as instructed
- Report problems or damage promptly
- Return rental equipment when it is no longer needed
Complaints
How to raise a concern
Call us at (925) 804-0563 or email info@vybesmed.com. We acknowledge every complaint within 5 calendar days and send you a written response within 14 calendar days.
You can also contact our accrediting organization, the Accreditation Commission for Health Care, at (855) 937-2242 or through the complaint form at achc.org.
Questions
Frequently asked questions
Do I need a prescription?
Yes. Durable medical equipment is provided on a written order from your physician or another qualified prescriber. If you don’t have one yet, we can contact your physician’s office.
Is my insurance accepted?
Contact us with your plan name and member ID, and we will confirm whether your plan covers the equipment and what you will owe before anything ships.
Will I rent or buy the equipment?
It depends on the item and your plan. Some equipment is rented monthly, and some is purchased. We explain which applies before delivery.
How soon can equipment be delivered?
Once your order and coverage are confirmed, we schedule delivery and give you a delivery window by phone.
What if my equipment breaks?
Call us. We repair or replace equipment covered under your rental or warranty, and we tell you before any work you might have to pay for.
What happens when I no longer need it?
Call us and we will schedule a pickup for rented equipment.
Need equipment at home?
Send us the physician order or ask a question. We reply within one business day.