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tennvol's avatar

That seems like much more detail than is available from the ResMed site. How do you get that detail?

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Ryan Davidson's avatar

There are two related things going on here that have converged to result in you having to do this runaround with the DME provider and your insurance company.

One is the fact that the person calling you has no authority to make decisions and is just running a script. The script says you're not allowed to muck about with your CPAP settings, so they're going to give you crap about that. This is basically the same phenomena you see everywhere there are bureaucratic systems, i.e., systems designed to produce desirable outcomes by rote, such that any literate person capable of following basic instructions can achieve said outcomes. Frustration occurs in edge cases, where the facts don't entirely fit the script and some divergence is needed. Because the person running the script has no authority to make such divergences, you get stupid, obviously idiotic outcomes with depressing frequency.

The second is the reason the script is written to prohibit patients from messing about with their own CPAP settings. The concern isn't really liability, though that's probably in the mix somewhere. It's that insurance companies don't like paying for expensive medical equipment that patients either don't use, or don't use correctly. CPAPs in particular take some getting used to. I know; I've used one for over a decade now. And there are a lot of people who don't stick with it long enough to really get the benefits the devices can and do provide. Something about the settings wakes them up, or the style of mask they start with is uncomfortable, or the mask leaks, or whatever, and they just quit using it. CPAPs aren't cheap, and insurers don't like paying for them if patients aren't benefiting from them.

Thing is, when people mess with their CPAP settings, it's even odds that they'll mess with them in a way that provides clinical benefits. They'll definitely change the settings to a point where they think they're sleeping well, or at least not waking up all the time, but the whole problem with sleep apnea is that you don't realize you're not sleeping. So what happens is that people adjust the settings so as to ensure they don't regain consciousness, but in doing so they eliminate the benefit of using the CPAP in the first place. The default script is thus to prohibit patients from doing this.

Now, an intelligent system would permit the person presented with an instance of a patient changing their own settings to evaluate the usage data/stats to see whether the new settings were working properly. But that would 1) require low-end bureaucratic drones to be authorized to make real decisions, and 2) require low-end bureaucratic drones to properly interpret and understand CPAP data. Neither of those are consistent with the ideal of a bureaucratic script: bone-headed to the point that it does not require any actual judgment on the part of the person running it.

All of which to say that yeah, you're clearly dealing with a sub-optimal situation. It seems like you're using your CPAP correctly. But changing the system to allow for an optimal outcome in your situation is just not going to happen. Which is bad, but nobody has any viable better ideas.

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