How We Work With You

Building custom seating and mobility systems is a complex, time-consuming process and a labor of love. An ongoing partnership between clients, healthcare providers and selected equipment suppliers is essential to design and deliver proper seating and mobility equipment.

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Step One – Client Evaluation & Chair Design

Thorough client evaluation must first be made by one of NSM’s highly skilled and experienced Assistive Technology Providers (ATP). Depending upon individual conditions, professional clinical evaluation will take anywhere from a few minutes to an entire day. During evaluation,

  • Our ATP will examine and evaluate each client’s medical situation.
  • Observed clients will be measured and fitted.
  • Our ATP will explain and discuss logistics, safety needs and personal preference issues with clients and care-givers.
  • Finally, our ATP will explain equipment options available within payer cost guidelines.
These professional evaluations provide the precise data needed to build a custom seating and mobility system to match the client’s physician and/or therapist prescription. NSM also consults with each client’s healthcare team to select appropriate chair and components from a network of several hundred suppliers. If any component is unavailable or needs modification, NSM has the component fabricated or adapted accordingly.

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Step Two – Getting Funding Approval

This step is the most complex, time-consuming and at times, frustrating, because it is largely beyond our control. Any seating and mobility system is a major expense and requires careful documentation/review to meet payer guidelines and gain funding approval.
This process starts during evaluation when we ask clients to sign an “Assignment of Benefits” (AoB) statement. Insurance companies require signed AoB statements to pay NSM directly for new seating and mobility equipment. Also, without client signature on the AoB form, essential medical documentation, from physicians and therapists, can’t be shared with NSM professionals.

NSM gathers and submits all necessary payer documents. Often widely sourced, this document collection process can take from several weeks up to several months, depending upon equipment complexity and cooperation of all involved. While we usually receive approval within 30 days, it can take longer. Frustration is common to any long wait. We understand, but this difficult, detailed process is beyond our control.

Rest assured, NSM always conveys a sense of “process urgency”. To help expedite the documentation process we may, depending on circumstances, ask clients to request the quickest possible funding source response. Once we receive written funding source authorization, we can order your equipment. Given uncontrollable paperwork factors however, we ask clients to not check their order status until at least two weeks after an evaluation.

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Step 3 – Purchasing, Delivering & Maintaining Your Equipment

Upon funding confirmation, we order all equipment and components. Manufacturing times vary with each supplier. Components typically arrive in three to four weeks, although an unstocked part or special part fabrication may take longer.
We inspect and verify all the components before we build and test the mobility system. Depending upon equipment complexity, assembly can take from several days to several weeks.

Once assembly is complete, we require all deductibles be paid and funding source payment verified. Finally, we contact you to schedule a time to deliver your equipment, make any necessary adjustments and review operational, maintenance and safety issues.

Repairs

Any broken chair is much more than an inconvenience. Further, prior authorization, from your funding source, is often needed before we can begin any chair repair. If your chair needs repair, we urge you to immediately contact your nearest NSM branch office to learn about your service and repair options. To schedule an appointment to bring your equipment in for repairs, call 866.317.6300, toll-free. As with initial funding, it may be necessary for clients and caregivers to ask the funding source to approve repair authorization as quickly as possible. While we do everything we can to take care of you and your equipment, we also reserve the right not to repair any equipment that we did not provide.

Warranties

Equipment manufacturers provide varied warranty terms. While NSM works with manufacturers to help correct any problems, we obviously can’t modify your warranty. For more information on Repairs and Warranties please see Chair Maintenance.