We know how frustrating it can be when a member receives a product that is not performing as it should, or if they do not understand how to use it. Studies show that managed care and DME companies often get blamed when things go wrong. Your ancillary service providers are essential in the positive perception of your health plan by your members. Member satisfaction is extremely important, and Valmar Surgical takes many steps to maintain and improve it.

First, our staff is highly proficient in patient training techniques using the  “Reverse Demonstration”. Only when the patient or their caretaker can demonstrate the safe and proper use of their equipment is the delivery complete. Our experience has shown this to be the most effective method of patient education.

For some items your member will receive a telephone call from our follow up team within 72 hours of the delivery of their item to review the product and confirm they understand how to use it while inquiring about their overall satisfaction with our company. We resolve any training or service issues on the spot at this point.  Our team will follow up with regular calls at various times of the year, depending on the device in service.