Community Home Care Services

FTo Whom It May Concern:I am in receipt of the complaint submitted on 2/26/18 regarding individuals need to obtain a replacement CPAP mask.  Individual was upset due to the time frame involved in obtaining the required physician order required by law before dispensing the requested replacement...

mask and supplies.Community Home Care Services staff worked diligently with the individuals sleep lab to secure the needed physician's order and was able to schedule the individual and provide her with the requested supplies on the same date as the eventual complaint was filed.We regret any inconvenience the individual experienced during the process of obtaining the required documentation; however, a staff credentialed Respiratory Care Practitioner did obtain the order and was able to assist the individual with a mask refit on the same day as the complaint was filed and worked hard to exceed the individuals expectations.In retrospect the initial Customer Service Representative should have been more responsive in following up with the sleep center regarding the required documentation to facilitate a quicker turnaround.  However, a two week delay is not uncommon when dealing with these type of situations and staff were extremely responsive to ensure the matter was resolved prior to the 30-day deadline.I understand the individuals impatience with the process and regret the initial delay; however, the matter was resolved the same day as the complaint being filed and was expedited and handled professionally.  We hope that the individual feels her needs were met and look forward to assisting her in the future.Respectfully,[redacted]Regional Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  It has been resolved.  They got me the mask I needed.
Regards,
[redacted]