medtronic rep.
 

I have the SCS from medtronics. I went to the ortho to have my cast removed from my foot and to talk about surgery to fix my stiches that hold my battery in place. They said I ripped them when I fell. My rep met with me a week ago to reprogram so it will now cover my back and legs. It would not cover my spine during reprogram so she said she would meet with the ortho and me to talk of moving the lead up while fixing battery. She didn't show up for my appointment and her voice mail is full. I left a message yesterday before it was full but I have not had a return call. My ortho will not even xray the lead without her there. I feel as if they have there money now I have been left to dry. Has any one had a problem with there rep contacting you and what should I do? The doctor has left it up to me to contact her.

Oh my!
 

I'm glad you brought this up!
Actually, this has been a lingering question in the back of my mind, as I have yet to call my rep. (Also Medtronics)

My first thought is (and I hope it's the case) that it is spring break and a lot of medical offices actually shut down the entire week and maybe leave an emergency number to call.
Of course, this is no excuse for the Rep to not get back with you, especially since this had to be a coordinated appointment between you, your doc, AND the Rep...... !

Since this is spring break, I'd like to think this is an 'isolated' incident and you'll get better service from here on

You have every right to be upset and you need some answers!

Just out of curiosity, I'm gonna try to get ahold of my Rep and see what happens.
Meanwhile, maybe get on their website and dig deeper into how they can be contacted. If your Rep 'stood you up', they owe you a huge apology and I would think (hope) they'll bend over backward to see you and make amends for the missed appointment.

You bring up a good point here......and come to think of it....
they were DEFINITELY friendly and 'willing to help' while making the sale, but .... ?...... I don't recall even getting any kind of contract or anything that shows they intend to have any sort of commitment to us.

This better not be a case of us getting passed off between the Dr and the SCS company.

My Dr's nurse did tell me that it is 'part of their service' to conduct these follow ups, so I'm under the impression that it is the Dr office responsibility to coordinate the appt to have the Rep there.......but still....the Rep is supposed to be available to us 24/7.

I'm only 4wks out from my surgery and haven't needed to call anyone yet......but I'm gonna do some homework and see what's up!
Please keep this thread updated k! I certainly hope things don't go south with this company. I've always heard good things about them.....but .... they are HUGE. Maybe some areas aren't as reliable as others.

We'll soon find out! I'm with ya on this....

I still haven't heard from my rep. I just get frusterated as every time I have to go to be reprogramed it still cost 30 dollar copay. I usually don't even see the doc. If you pay the upward of 100+ thousand dollars my insurance paid it looks like the reprogram would be covered. It seems like all I do is pay, pay, pay, and never am satisfied. This will be my third surgery on the SCS. The first to install, the second to move the battery as to a more comfortable place, and now to restich the battery in were it tore lose. And now we will either have to add a lead or move the existing one. I have already been suffering with the battery ripped lose for 4 weeks while I was in a cast for my foot. They did not want to do the surgery with a cast on. You just wouldn't believe how painful this battery is. My pain doc had to put me on sleeping pills so I can sleep through the pain until surgery. I feel that I should be a priorty. Maybe Im wrong. I just want the service I feel I paid for. I'll let you know how long it takes to get a call back. I did find an 800 no. to call for info, but I would like to give my rep the chance to call. If no response tommorrow I will have to give the 800 no. a call. Will keep you posted. Thanks for a response!

You are darn right you're a priority!!
I wanna mention this when I get ahold of my Rep! What area are you from? I'm from the central midwest......lots of open road here.

Curious as to what their response will be ......urban areas vs rural.....
I'll TTYS

Shocked!!
 

I cannot believe the way Medtronics is treating their customers!! From other posts people have written, it doesn't sound like you are the only one either!

I have only had my implant for 5 weeks and I, too, have Medtronics. I was not that impressed with the rep who talked to me right after surgery. He came in literally minutes after I woke up in post op and started explaining how it worked. I told him to come back later when I could actually understand more than, "Can we give you more pain medication?". He came back a few hours later but I could tell I was his last visit of the day so he was very quick in the explanation and stayed maybe 15 minutes top. He said this is how you turn it on, where do you feel it, this is how you turn it up and down, and there is a DVD and manuals that explain everything in the case. Oh, and don't charge it until you meet with your dr. (I'm still not sure why that was.) Any questions? My card is in the case if you do. And then left. Well, there was no card but I did find an 800 number to use. To tell the truth, I didn't ask many questions because I still wasn't in much condition to really comprehend anything.

So, the next day when my head was more clear I did have more questions like how the heck do you recharge this. He didn't even go over that. (Come to find out it's really easy but still.) So, the nurses called Medtronics for me and the next day (I ended up staying in the hospital for 2 nights after surgery) a different rep came down. She was AWESOME. Very helpful and answered all my questions. I have not had to call them since. My doctor reprograms everything for me. I am surprised that your doctor is not helping you more. I don't understand why they wouldn't try and get a hold of Medtronics as well as you instead of just "leaving it up to you". I would consider making a complaint to the Better Business Bureau because this is your health we're talking about.

Good luck and keep us posted!!

That's kinda what I was thinkin
 

This Dr should be doing more for you than what it appears.
Giving you sleeping pills was nice, ..... BUT this is HIS 'work' that is needing the repairs! :eek:

AND for him to be collecting $ for all these office visits you are having to make!! Something doesn't smell right here.....

I work for a Radiation Oncologist and he gives daily treatments to his pts anywhere from 2 - 9 wks, depending on the severity of the cancer issue....A course of this tx is probably in the price range of these SCS implants......It goes without saying that any and all follow up care is considered 'content of service' of the course of Tx.......
The ONLY way he charges for an office visit call is if the office visit was 1 year post service.

I can not believe your doc is picking your pocket like this!!

Im am on the East Coast in North Carolina. Mine was put in in Statesville.

Hey! I've done some checking....
 

I haven't actually contacted the company directly, but here's what I found out regarding how some of the billing is handled
(in most situations):

The billing codes are set up based on whether there is a doc present during the evaluation and programming or whether it is just the rep. Here's a quote taken from the billing manual

Quote:

An office visit can only be billed separately when a full-scale, separately identifiable evaluation and management service takes place in addition to analysis and programming.

There is a facility charge as well as a physician office charge.

Quote:

The patient or payer should not be billed for services rendered solely by the manufacturer’s representative.

So in essence, there's no charge for just meeting with the rep, however there can be a facility or office charge. If you meet with the rep and the doc, then there's a facility or office charge and a physician charge.

I'm pretty sure your Dr should NOT be billing you for the office visits when it's only you with the Rep. If the Dr is NOT there, he cannot be billing.

Now, maybe yours are extenuating circumstances due to your fall, I'm not sure......but the Reps do the reprogramming for NO CHARGE.

Maybe there are different guidelines in different jurisdictions, but I do medical billing and we had to sit thru hours of on-line conference calling workshops due to the big Medicare guideline effective at the beginning of this year where they did away with 'consultation' coding and replaced them with E&M (Evaluation and Management) coding.
You probably aren't a Medicare patient, but more of the commercial Insurance companies are following suit and what this means is that they can NOT be billing you for all these office visits if you are an 'established patient', unless there are new diagnostic issues going into your med records.

I still have yet to talk to the Medtronic Rep. I'll let you know when i do and you let me know k.....

I have not recieved my insurance statements from all my recent visits. Normally they send a statement and it tells what the doctor is allowed to charge. I know they made an adjustment to the cost last year for one of my reprogramming charges. I guess I should find out soon if they are going to pay it or make an adjustment. I still haven't had a return call yet! I am getting very aggravaited.

Well its Monday almost a week has gone by and my rep is still MIA. The 1-800 no was of no help. They say call the dc. The doc says call Dee. I think I may have to do my own surgery to fix it. LOL.

Did you try the contact us from the medtronic website?
http://www.medtronic.com/corporate/contact.jsp

[Medtronic is committed to providing quality customer service. However, due to the number of inquiries we receive, we may not be able to respond within the same business day. If you need a response during the same business day, call Medtronic at (800) 328-2518 (toll free within the U.S) or (763) 514-4000 (worldwide).]

tell them who your rep is and tell them all the problems you are having.


they don't have contact info posted for the executives - but here are their names & titles.
http://www.medtronic.com/about-medtr...ship/index.htm

you might be able to do a names search and find email addresses or business numbers.

Yes I have tried every thing listed. They just refer me to my doc. I called my doc offoce today very upset and told them that it wasn't fair to me the way I have been pushed to the side. They need to help. Well they emailed my rep and a different one finally called at 4:30 to ask what was wrong. Of course I had stepped out, so know the game of phone tag is on with a new rep. Maybe tommorrow will be the day we get to talk this through. Let you know how this goes.

So Sorry you are having to deal with
 

These Frustrations!! Not to mention how much PAIN you are in right now!!

When you do finally connect with the Rep, do your best to maintain your cool......it's imperative that you establish a 'good' working relationship with your Rep.
You certainly have every right to be very upset, but try remaining 'calm' as you discuss your situation. Let the Rep know this is getting VERY frustrating and you feel you are getting the 'brush off'. And if they (once again) tell you to contact your Dr about this, REMIND him/her that your Rep did NOT show up for that very important office visit you and your Dr had lined up.

I have a feeling once this Rep does finally reach you, he/she will recognize this as a crisis/priority type of situation and things will start smoothing out from here on out....

What a drag this all has been!
:hug:

Well today was the day. I have a new rep. They returned my call and they met meat the doctors office. I was given some kind of shot in my back to help deal with the pain. They have scheduled my repair surgery for Monday. Everyone pray for me as I am nervous. I just hope they get it right. Thanks in advance for all your prayers. They mean so much to me. Thanks and TTYL.