“After 15+ years of struggling to get insurance covered medical supplies after a permanently debilitating surgery that saved my life, I had become resigned to the constant hoop jumping and stress involved with the above process. I stumbled on Patient Care Medical out of desperation more than hope after nearly running out of supplies was putting my health at great risk for another hospitalization, or worse. Lara Stewart was the representative that I first made contact with and she has been professional, efficient, compassionate and resolved the crisis that got me to start shopping for a new supplier. My previous supplier of 15+ years also had good customer service representatives but that doesn't solve an above problem like the crisis I adverted thanks to Ms. Stewart. After many years as a healthcare professional, I recognize another expert and she is more than a breath of fresh air. She got the job done above and beyond my expectations, and like I mentioned, she averted a series health crisis and more. She is knowledgable, a great patient advocate, informative, pleasant, communicative, and worked hard on my behalf to understand my condition, the reason for the past crisis, quickly developed a plan to avert it, and was professionally convincing, without presure, that I was getting less than adequate professional service with my now former medical supplier. As much as I appreciate great customer service, especially with critical medical needs, it is not enough to get me to switch providers after fifteen years as I had good customer service with my previous supplier. What is different with Lara and Patient Care Medical is the apparent business model that seems to keep patient care front and center. One way to determine that is the autonomy, training, and authority given to team members. Lara had the agency to develop a plan with our first discussion to avert the crisis I was in, provide at no charge a variety of samples with the recommendation that I may not be aware of affordable catheters that would work well for my condition, and assurance that she and PCM would be willing to advocate on my behalf, with proper medical documentation, with my insurance company to pay for over the usual covered amount of supplies. Her advocacy continued with making recommendations with specific medical issues needing to be addressed within my chart notes to support my claim to have insurance pay for the actual number of supplies used. I have a great medical team but I had stopped providing details of how difficult my life had become with my condition deteriorating because my previous medical supplier had convinced me that my insurance would not pay no matter the risk it was putting me in. My condition is extremely life limiting and I have other medical needs that require daily care, mainentance, medical follow up, and more. But this critical piece of my daily medical needs has been taken care of, thanks to Ms. Lara Stewart and PCM, and a simple thank you seems inadequate. If any of you or a love one has ever dealt with critical and chronic healthcare needs you can probably imagine that resolving this serious problem has lifted a level of anxiety and valid fears for my health that I would not have been able to resolve on my own. My highest respect, appreciation, and recommendation for Ms. Stewart to be acknowledged for a job done with such expertise, compassion, efficiency, and professionalism. I am beyond relieved and grateful to have had the good fortune of meeting her and becoming a PCM customer. Thanks to everyone else on the team for running a business in the era of healthcare-for-profit that manages to have not forgotten that the patient is still at the core.”
“Your product is defective I followed the instructions but it got stuck in my pranks had a verry hard time removing it send me aprepayd shipping box and I will return them to you I only used 2 I have8 unopened boxes”
“Unlike previous providers, Patient Care Medical has kept me informed when catheters would be shipped and have worked with me, patiently, in getting the necessary paperwork done each year. Aaron has always been polite, knowledgeable, and pleasant to work with.”
“I picked Patient Care Medical out of the hat on the internet and when I called, I met Michael Crowe. Since that time, he has worked with me every step of the way to move to Patient Care from a supplier that was not only out of network for me, but difficult to follow in their billing. MIchael is a good listener, and is always responsive to emails and phone calls. I feel fortunate to have found you and Michael, since I no longer have to worry about things working out.”
“Trevor, from the beginning has been extremely diligent in every aspect of my initial contact to the finalizing of my order. He has followed up not only with myself but with my doctor and his office manager. He is very knowledgeable on the product I am in need of and sent samples of the various catheters that are available. You have a special individual that wants his customers to be absolutely satisfied. Patient Care Medical should be proud to have a representative that takes his job seriously. He is the front line of communications that is so important to any business. I cannot thank Trevor enough for assisting me in a very timely manner. He's the BEST and APPRECIATED! Miles O.”
“I was very pleased to have Diane help me with the needs for my uncle she is very thorough and very pleasant to speak and deal with if there were more people like her out there it would be so nice. Thanks again for everything”
“I am very happy to have worked with Kenneth Malone. When perscriptions didn't arrive in time for my needs, he was there for me and I was taken care of until the doctors sent out the scripts. I was very happy and impressed with his concern for my health. I honestly can't say enough.
Raymond Shrader”
“Diana was a HUGE help. I appreciate her contacting me so quickly and guiding me through the maze of catheters which made the whole process very easy. Within 24 hours later after my choice of urinary catheters we received the product. I can not thank Diana enough for all her help and advice. Thank you Diana. (Submitted by Mother)”
“As Reagan’s mother, I was desperate to find a company that could provide us with catheters at a critical time. We had just moved here & I had called at least 7 phone numbers trying to find a company to help us. I was getting nowhere until Patient Care came up on my search screen. I made a call & spoke to Diana who is a Rep for the catheter department. She patiently listened to my dilemma, calmly gathered some information & told me she would get right back in touch with me. She managed to get a prescription from the PCP; discuss cost options with her supervisor; make sure the correct product was in stock & made it possible to let me pick them up in person instead of having to ship them to me. I will be forever grateful to her for facilitating every step of the process herself! I also want to thank Stuart for following up with me personally to make sure we were happy with the product and did not need any more at the time of his call. I would not hesitate to use Patient Care Medical again & recommend the company’s employees for their integrity and care for each patient! Kelli G., Austin TX”
“Grate place to work with an grate staff members as well. They have been a great help with every need and very good at answering questions ive come up with. Ive been working wirh Keith”
“Steward with Patient Care Medical has been a God sent. He calls to remind me that it is time for my order every month and to confirm if the same amount is suffice. In case there has been a change in catheter usage. The order always arrive with in a couple of days. Thank you for your amazing customer service and great quality merchandise.”
