Respiratory - Frequently Asked Questions
Looking for a quick answer? Check out some of the most common answers to your respiratory questions below. Visit our Respiratory Educational Information section for more in-depth detail.
Q. What should I do before I call Reliable to order new supplies?
A. If you are going to have insurance pay for the supplies, make sure you have copies of all your insurance cards and a doctor’s detailed prescription. If you are not going to use insurance then these things are usually unnecessary. A few supplies cannot be sold without a doctor’s detailed prescription. Fill out some of the paper work now before you come in to visit.
Q. What should I expect to happen if I come into Reliable to order new supplies?
A. A staff member will greet you and ask you to fill out a short form to get your information and your purpose of visit. Then an appropriate staff member will assist you with your medical equipment needs. If you are going to have insurance pay for the supplies, make sure you have copies of all your insurance cards and a doctor’s detailed prescription. If you are not going to use insurance then these things are usually unnecessary. A few supplies cannot be sold without a doctor’s detailed prescription.
It may take some time to verify your insurance before your order can be dispensed. You are welcome to wait in our showroom or come back at a later time. You will be required to sign some documentation and you may need to pay for a portion of the cost deemed necessary by your insurance before you can take your equipment. Fill out some of the paper work now before you come in to visit.
Q. When should I call to place a supply order?
A. If possible, call to order replenishment of supplies a week in advance. This will help ensure you receive your products in a timely manner and reduce the possibility of back-order items. If you are having items shipped, please allow time for shipment.
Q. How do I change the pressure setting on my CPAP/BiLevel?
A. Your pressure setting is a prescribed value based on your individual therapy needs. If you feel the setting needs to be adjusted, please contact your physician for direction. If you have a detailed prescription for pressure change, stop by any of our offices and one of our representatives will be happy to adjust your settings. No appointment is needed but will help reduce your wait time.
Q. How often can I get new CPAP/BiLevel supplies?
A. Please refer to the product replacement guide below. This is only a general guideline and your insurance carrier may have slightly different requirements.
| Complete Mask | 1 every 6 months |
| Pillows/Nasal Cushion | 2 pair every month (ok to get 3 months supply at once) |
| Full Face Cushion | 1 every month (ok to get 3 months supply at once) |
| Headgear | 1 every 6 months |
| Tubing | 1 every 3 months |
| Disposable filters | 2 every month (white, white/blue--ok to get 3 months supply at once) |
| Non Disposable filters | 1 every 6 months (gray) |
| Humidification Chamber | 1 every 6 months |
| Chinstrap | 1 every 6 months |
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for a more in-depth answer.
Q. How often does my oxygen concentrator need to be serviced?
A. Manufacturers’ guidelines recommend a maintenance check once per year. At this time, our technician will check the operation of your concentrator and may change filters and tubing at that time.
Q. What do I do if my equipment breaks down?
A. Give us a call or stop by any of our offices. Reliable will send your equipment in for evaluation and provide you with a rental product for use while yours is being repaired. We will check to see if your equipment is covered under warranty or if insurance will cover repair and/or replacement.
Q. I am getting a lot of water in my CPAP/Bilevel tubing and mask. Why is this happening and how do I stop it?
A. This is called rain-out and often occurs when the air in the room is cooler than the air coming out of your humidifier. You can decrease the heat setting on your humidifier, if a lower setting is comfortable for you. Reliable also has a selection of tubing insulators that can be purchased in our offices. These insulators wrap around your tubing to keep the air temperature more consistent and provide you with the humidity you need without that irritating rain-out.
Q. I have a sore on the bridge of my nose from my CPAP mask. How do I fix this?
A. If your mask worked well to begin with, you may just need a new mask cushion. Over time, the silicone in the cushion will break down with normal use. Regular replacement of your supplies will keep the materials fresh and well-fitting. See CPAP/Bilevel replacement guidelines above.
If it is a new mask, you may need a different size or type to achieve a good fit. Please call our office and schedule an appointment with one of our fitting experts and we will work on finding the interface that best fits your facial structure.
Q: What is your return policy?
A: Click here for the details on our return policy.