The patient or representative signing below has been informed of the home care treatment and product options available to them and of the selection of providers from which the patient may choose. The patient further authorizes CPAPSupplies.com, a subsidiary of Aeroflow Inc. d/b/a Aeroflow Health (“Aeroflow '') under the direction of the patient’s prescribing physician, to provide home medical equipment, supplies and services. The patient has acknowledged that the Client/Patient Service Agreement has been explained and that the patient understands the information.

The patient understands their right to formulate and to issue Advance Directives to be followed should they become incapacitated.

The patient or representative requests and authorizes CPAPSupplies.com, the prescribing physician, hospital, and any other holder of information relevant to service or equipment provided by CPAPSupplies.com, to release information upon request, to CPAPSupplies.com, a physician, or any other medical personnel or agency involved with service. The patient also authorizes CPAPSupplies.com to review medical history and payer information for the purpose of providing treatment, equipment, or products.

CPAPsupplies.com is a patient pay only site and it does not process insurance claims. All payment and all sums that may become due for the services or products provided are due at the time services are rendered/supplies are provided unless payment arrangements have been approved in advance with CPAPSupplies.com’s authorized third party. CPAPSupplies.com accepts most major credit cards. 

Aeroflow has the following services available for patients: breast pumps, incontinence supplies, catheters, CPAP/BPAP/ASV/RAD equipment & supplies, compression, enteral nutrients, continuous glucose monitoring and supplies, and ostomy products.

In order to qualify for a return, all of the criteria outlined below must be met:

• Product must be unopened, unused, and in its original packaging.

• Item must be returned within 30 days.

• Return shipping cost(s) are the responsibility of the customer. You may use any shipping service you like to return your item.

• Due to the medical nature of our products, any product that has been opened and/or used cannot be returned. This part of the policy is for the safety of each and every customer. We do consider products including CPAP/BiPAP/APAP machines used if the seal is broken, has been opened, and/or if usage hours are placed on the machine.

• Please note that any opened products are not authorized for a return or a refund (for any amount), regardless of if they have been used or not. Again, this is for the safety of all customers. Opened orders that are returned without authorization will not be refunded or shipped back under any condition.

• Please note: the criteria above are based on industry-standard return policies, not solely exclusive to CPAPsupplies.com. The listed return criteria are in place for verified sellers of such products, aimed to protect you as the patient. 

• Return policy terms are also outlined in the agreement section of the checkout process, which is directly linked above the Place Order button. By placing your order, you agree to these return policy terms and criteria, as well as the full Terms & Conditions of CPAPsupplies.com.

All returned items are inspected upon arrival to make sure they are authorized and meet all criteria outlined within the return policy.

Return Authorizations

You must have a return authorization number to send a return. Please call us at 1-866-298-6482 Monday - Friday 9am to 5pm EST to obtain a return authorization number and a return address. Please note: not all returns go to our corporate warehouse. We will give you the return address at the time of authorization.

Incorrect or Defective Items

In the rare chance that you are shipped a defective or incorrect item, CPAPsupplies.com will replace the item, free of charge to you.

• If the item is defective upon arrival, please contact us and we will ship you a new one. (Please note: there is no need to return the defective product to us.)

• If the item is incorrect, we will send you a postage-paid return label for the incorrect item for you to return to us and we will re-send the shipment with the correct product you ordered. (Please note: the incorrect product must be unopened and in its original packaging)

Additional notes for defective items: any products covered under warranty must be repaired or replaced by the manufacturer of the product. If your CPAP/BiPAP machine, OSA device, or sanitizing machine is defective, please contact Customer Service at info@cpapsupplies.com for details on the warranty processes for your exact product. Please see full instructions regarding warranties below.

Manufacturer's Warranties

CPAP, BiPAP and APAP, and OSA treatment warranty decisions for repair or replacement are made solely by the manufacturer, not by CPAPsupplies.com. Please note that we have no control over any manufacturers’ warranty policies. Please contact us at info@cpapsupplies.com to verify the machine is still under warranty.

All Machines (CPAP, Bi-PAP, APAP, and others) that are experiencing functional issues and are no longer under manufacturer warranty may be able to be repaired by the manufacturer, but it is not guaranteed. This policy is set by the manufacturer (not by CPAPsupplies.com) and varies by the manufacturer of the device. A diagnostic fee (which is determined by the manufacturer and may or may not be applied to the actual repair cost depending on the manufacturer) will be collected prior to submitting the machine to the manufacturer for assessment. The customer is responsible for the shipment of the machine. 

Manufacturer warranties do not warrant against misuse of equipment or water damage. If the device is inspected and it is determined that water or misuse is the cause of malfunction, the customer will have a few options presented, including but not guaranteed:

• have the machine returned to you

• have the machine repaired by the manufacturer (repair costs will be quoted and collected before repair is collected)

• purchase a new machine (please note: this is not an exchange process)

Please email our return department at info@cpapsupplies.com to receive assistance setting up your return or if you have additional questions. 

Purchasing Guidelines

Bulk Purchase Restrictions: CPAPsupplies.com is not a wholesale distributor or bulk seller of any product. CPAPsupplies.com does sell to any wholesale facilities, individual bulk purchasers, resellers, or other businesses. CPAPsupplies.com sells only to individual consumers and individual patients.

• CPAPsupplies.com does not offer bulk purchases or bulk orders; such orders are strictly prohibited on CPAPsupplies.com.

- "Bulk purchases" and "bulk orders" are defined as purchases of five or more of the same product by a single customer, patient, and/or account. In the event that a customer bypasses the quantity limitations at checkout and is able to make a bulk purchase, CPAPsupplies.com reserves the right to cancel and refund the order.

• All purchases and orders have quantity limits on individual products.

• Violation of any purchasing guidelines may result in order cancellations and a penalty up to account blocking or account deletion, at the discretion of CPAPsupplies.com, with or without notice.

• Promotions, discounts, coupons and other offers have additional guidelines and restrictions; see the Promotions Terms and Conditions here. 

Shipping & Tracking

Once you complete your order, you can expect to receive a shipping confirmation email when your order has been processed in our warehouse. You will receive tracking information about your shipment in the same manner.

If you have any questions, please contact us via email at info@cpapsupplies.com

Shipping Options & Costs

We are pleased to offer our customers FREE standard shipping on every order with no minimum order required!*

• Same-Day Shipping: If your order is placed by 2:00PM EST Monday-Friday (and does not contain a prescription-required product), your order will be shipped out from our warehouse the same day! If your order is placed after 2:00PM EST, or on a Saturday, Sunday, or holiday, your order will ship the next business day.**

• 2-Day/Expedited Shipping: We also offer convenient 2-day shipping for only $29.99! Simply select the 2-Day shipping option at checkout for delivery within 2 days. If your order is placed after 2:00PM, it will ship the next business day. Please note: the expedited shipping option is only available Monday-Thursday and on non-holidays to ensure proper delivery of your order. It is not available Saturdays, Sundays, or holidays. 

**Orders that contain a prescription-required product do not allow for the option of same-day or 2-day shipping, due to prescription validation requirements.

Shipping Carriers

CPAPSupplies.com uses a combination of major carriers including FedEx, UPS, DHL and US Postal Service 1st Class and Priority Mail to get the patient/customer order to them in the fastest, most economical way. Our warehouse lead-time is most often 1-2 business days, but please note the order may be delayed if a product is not immediately available. Also, some items may ship separately in certain circumstances.

Please note: we are unable to adjust the shipping carrier for any order that uses Free Shipping/Standard Shipping.

Shipping Restrictions

Please be advised that CPAPsupplies.com can only ship to residential addresses. We are unable to ship to non-residential addresses, which includes freight-forwarding locations, warehouses, business addresses, or PO Boxes. Also, at this time, we can only ship to the continental United States, Alaska, and Hawaii. 

Expedited Shipping

Need an order faster? Contact our Customer Service team via email at info@cpapsupplies.com anytime or by phone at 866-298-6482 during business hours (Monday-Friday 9am-5pm EST) to place a request. If an order needs to be sent 2-Day Air, Overnight, or if there are any other special requests, please contact us for a quote. Due to the variety of item types, sizes, and weights, as well as warehouse locations, we request you speak to one of our customer service agents for a customized quote.

Shipping Carriers

AeroflowSleep.com uses a combination of major carriers including FedEx, UPS, DHL and US Postal Service 1st Class and Priority Mail to get the patient/customer order to them in the fastest, most economical way. Our warehouse lead-time is most often 1-2 business days, but please note the order may be delayed if a product is not immediately available. Also, some items may ship separately in certain circumstances.

Shipping Carriers

AeroflowSleep.com uses a combination of major carriers including FedEx, UPS, DHL and US Postal Service 1st Class and Priority Mail to get the patient/customer order to them in the fastest, most economical way. Our warehouse lead-time is most often 1-2 business days, but please note the order may be delayed if a product is not immediately available. Also, some items may ship separately in certain circumstances.

Expedited Shipping

Need an order faster? If an order needs to be sent 2-Day Air, Overnight or if there are any other special requests, please contact us at 1-866-616-1687 for a quote. Due to the variety of item types, sizes, and weights, as well as warehouse locations, it is best to speak to one of our customer service agents for a customized quote.

By signing and submitting this form, the patient or representative consents to receive phone calls, texts, e-mails, and pre-recorded messages from CPAPSupplies.com or Aeroflow or any of its subsidiaries regarding Aeroflow products and services, at the phone number(s) or email address provided; including wireless number if provided. These calls may be generated using an automated technology and normal carrier charges may apply.

Please be aware that most standard email is not a secure means of communication and your protected health information that may be contained in our emails to you will not be encrypted. This means that there is risk that your protected health information in the emails could be intercepted and read by, or disclosed to, unauthorized third parties. Use of alternative and more secure methods of communication with us, such as telephone, fax or the U.S. Postal Service are available to you. If you do not wish to accept the risks associated with non-secure unencrypted email communications from us containing your protected health information, please indicate that you do not wish to receive such emails from us by contacting us at 1-866-298-6482  I agree to receive information from Aeroflow or CPAPSupplies.com via email or text, you agree to accept the security and privacy risks of this type of communication.

I agree that if I consent to SMS notifications regarding my order, text alerts will be sent to the number I provide. I understand that anyone with access to the mobile phone or carrier account associated with the number I have provided will be able to see this information.

We are committed to protecting the privacy of children. CPAPSupplies.com's websites and ordering ability are not directed at users under the age of 18. If you are under the age of 18, you are not permitted to register with CPAPSupplies.com, submit personal information, or place orders.

Patients/customers understand that (i) CPAPSupplies.com is not a Medicare supplier, (ii) CPAPSupplies.com will not submit a claim to Medicare on behalf of the patient, and (iii) the patient/customer will not receive reimbursement from Medicare.

CPAPSupplies.com maintains accessibility through our after-hours voicemail service and can be reached by calling the main telephone number (888-345-1780). All voicemails will be received and returned on the next business day. This service is free to patients/clients. The recorded message advises patients that calls will be returned within the next business day and are advised that if a life- threatening medical emergency arises, the patient or caregiver should contact their local emergency services number immediately for assistance (usually 911).

In the event the patient should become dissatisfied with any portion of their CPAPSupplies.com provided home care experience, a complaint may be lodged with CPAPSupplies.com without concern for reprisal, discrimination, or unreasonable interruption of service. The patient has the right to present questions or grievances to  CPAPSupplies.com staff member and to receive a response in a reasonable period of time. For concerns regarding quality of care or other services, please contact Aeroflow’s office by phone or mail. Grievances can also be reported to the NC Division of Services intake unit, Medicare, or Aeroflow’s accreditation agency, ACHC. All contact information and our process for handling complaints can be found below.

The following procedure details the steps that Aeroflow will take when a client’s/patient’s complaint/grievance is received:

After receiving the concern, a Customer Service Supervisor will take the following steps:

• Contact the person making the concern within 5 days if contact has not already been established.
• Determine what actions the caller feels should be initiated regarding the concern.
• Speak with involved employees and conduct additional training as appropriate.
• Attempt to resolve the concern to the client/patient's satisfaction.
• Report status of activities to client/patient within 2 days following receipt of concern.
• Send complaint information to the Compliance Department so they can record it to the Complaint Log.
• If the complaint remains unresolved, the Compliance Department will have a department supervisor contact the patient within 5 working days.
• Within 14 days the company shall provide written notification to the patient of the results of the investigation.

Patient Satisfaction Surveys: Aeroflow sends patient surveys via email approximately 5-7 days after the order has been shipped. Data is collected and analyzed on a weekly basis. By signing below, you acknowledge that you have been informed of this patient satisfaction survey procedure.

Any giveaway hosted on CPAPSupplies.com’s social media channels are open to legal residents of the fifty (50) United States and the District of Columbia. Entrants must be 18 years of age or older at the time of entry. Employees, affiliates, and advertising partners are not eligible to participate. CPAPSupplies.com will choose the winner(s) at the end of each promotion. The winner(s) will be notified via email and will have five business days to respond. If no response is received, the winner forfeits the prize package and CPAPSupplies.com will, at their sole discretion, determine if another winner will be chosen. The company will have no liability for any losses or damages of any kind caused by prize possession. By participating in each giveaway, entrants agree to be bound by the contest rules, which are subject to change without notice. 

– IMPORTANT – PLEASE REVIEW AS THIS MAY AFFECT YOUR LEGAL RIGHTS.  APPLICABLE TO THE FULL EXTENT PERMITTED BY LAW.

1. Mandatory Individual Arbitration of Disputes; No Class Actions.  You and Aeroflow agree that any and all disputes, claims or controversies directly or indirectly arising out of or relating to these Terms and Conditions or any aspect of the relationship between you, on the one hand, and Aeroflow, on the other hand, whether based in contract, tort, statute, fraud, misrepresentation or any other legal theory – including, but not limited to, claims relating to your account, Aeroflow products and services, and communications from or on behalf of Aeroflow (“Disputes”) – shall be submitted to the American Arbitration Association (AAA), or its successor, for confidential, final, and binding arbitration to be resolved by a single arbitrator. As of June 23, 2025, information regarding AAA and its arbitration processes, rules, and procedures is available at the website: https://www.adr.org/. You and Aeroflow further agree that the arbitration will take place on an individual basis, that class arbitrations and class actions are not permitted, and that you and Aeroflow agree to give up the ability to participate in any class action. For avoidance of doubt, you and Aeroflow are agreeing to give up the ability to bring a lawsuit in court (except small claims discussed below); and you and Aeroflow are giving up the ability bring or participate in a class action in any form or forum, even if the Dispute is determined not to be subject to arbitration.

YOU UNDERSTAND THAT YOU ARE WAIVING ANY RIGHT YOU MIGHT OTHERWISE HAVE TO A TRIAL BEFORE A JUDGE OR JURY.

2.  Exceptions and Option to Opt Out.  The only exceptions to Section 14 are the following:

a. You or Aeroflow may seek to resolve a Dispute in small claims court if it qualifies.

b. You may also opt out of arbitration entirely and litigate any Dispute individually if you provide us with a written notice, personally signed by you, of your decision to do so by certified mail to 3165 Sweeten Creek Rd, Asheville, North Carolina 28803-2115 within 30 days of the date that you first accepted any version of these Terms that contained an arbitration provision. 

c. If your last purchase of an Aeroflow product or service was on April 10, 2024, or earlier, Section 14 shall be inapplicable and any Dispute between you and Aeroflow will not be subject to arbitration.  

3.  Notice and Informal Resolution Required Before Initiating Arbitration.  You and Aeroflow agree that, prior to initiating an arbitration (i.e., before filing an arbitration demand with AAA), you and Aeroflow will attempt to negotiate an informal resolution of the Dispute.  To begin this process, you will send a detailed notice of your dispute (“Notice”) by certified mail to 3165 Sweeten Creek Rd, Asheville, North Carolina 28803-2115.     The Notice must contain all of the following information:  (1) your full name, address, and the email address associated with your account (if you have an account); (2) the facts giving rise to the Dispute and, if you are represented by counsel, the legal basis for the Dispute; (3) a description of the relief you want, including any money damages you request; and (4) your signature verifying the accuracy of the Notice and, if you are represented by counsel, authorizing Aeroflow to disclose information about you to your attorney.  Aeroflow will likewise identify itself and provide the information in (2)-(4) in any Notice we send you.  Any Notice sent to you from Aeroflow will be sent to the address associated with your account or most recent purchase of an Aeroflow product or service. 

After receipt of a Notice, you and Aeroflow shall engage in a good-faith effort to resolve the dispute for a period of 60 days, which both sides may extend by written agreement (“Informal Dispute Resolution Period”).  During the Informal Dispute Resolution Period, neither you nor Aeroflow may initiate an arbitration, and applicable statute of limitations shall be tolled during the Informal Dispute Resolution Period.

As part of this Informal Dispute Resolution Period, you and Aeroflow agree to participate in a telephone settlement conference between you personally (along with your counsel, if you are represented) and Aeroflow, if such conference is requested by either you or Aeroflow.  If such conference is requested, you and Aeroflow agree not to initiate an arbitration until the conference has occurred in accordance with this provision.

4.  Initiating Arbitration and Arbitration Rules. If the above conditions precedent to arbitration are satisfied and you or Aeroflow initiate arbitration (i.e., file an arbitration demand), the arbitration shall be administered by the American Arbitration Association (AAA) in accordance with the AAA Consumer Arbitration Rules and the AAA Mass Arbitration Supplementary Rules (the “AAA Rules”), available at https://www.adr.org/. The AAA arbitrator shall resolve the Dispute and is empowered with the exclusive authority to do so, except that  any dispute relating to the interpretation, applicability, scope, or enforceability of these terms or the formation of this agreement and the Terms & Conditions, including the arbitrability of any dispute and any contention that all or any part of this agreement is unconscionable, void, or voidable, shall be resolved in court.  Any dispute as to whether the party initiating arbitration has complied with the conditions precedent to arbitration set forth in Section 14(3) above also shall be resolved in court. 

Any demand for arbitration filed with AAA must include a certification that the demand complies with the notification and initial dispute resolution requirements set out in Section 14.3 above and Federal Rule of Civil Procedure 11(b)(1)-(4).

You and Aeroflow agree that the U.S. Federal Arbitration Act (9 U.S.C. § 1 et seq.) governs the interpretation and enforcement of this Section 14, and that any arbitration conducted pursuant to the terms of this agreement shall be governed by the U.S. Federal Arbitration Act. The party that prevails in the arbitration shall be entitled to recover from the other party all reasonable attorneys’ fees, costs and expenses incurred by the prevailing party in connection with the arbitration; except that this provision shall not apply if I live in California.
The arbitrator may consider but will not be bound by rulings in other arbitrations where you and we were not both parties.  Any arbitration award and judgment confirming it will apply only to the specific case and cannot be used in any other case except to enforce the award. 

Upon initiating the arbitration in accordance with the AAA Rules, you must send a copy of the Demand for Arbitration via certified U.S. Mail to 3165 Sweeten Creek Rd, Asheville, North Carolina 28803-2115.  Any Notice sent by Aeroflow will be sent to the address associated with your account or most recent purchase of an Aeroflow product or service.  

5.  How to Reject Changes to This Provision.  If Aeroflow changes any terms of this binding arbitration provision after the date you first accepted these Terms or any subsequent changes to these Terms, you may reject the new changes to Section 14 by sending Aeroflow a written notice, personally signed by you, by certified mail to 3165 Sweeten Creek Rd, Asheville, North Carolina 28803-2115 within 30 days of the date such change became effective, as indicated by the earlier of (1) the "Last Updated" date of the Terms you seek to reject or (2) the date of Aeroflow’s email to you notifying you of such changes.  Even if you reject a change, you will remain subject to the binding arbitration provision in the last version of the Terms you had accepted (if there was such a provision in the last version of the Terms you had accepted).

6.  Severability.  If any portion of this Section 14 is found to be void, invalid, or otherwise unenforceable, then the remaining portions shall nevertheless remain in force with the following exception.  If a court determines that a public injunctive relief claim may proceed notwithstanding the “No Class Actions” provision (in Section 14.1), and that determination is not reversed on appeal, then the public injunctive relief claim will be decided by a court, and any individual claims will be arbitrated. The parties will ask the court to stay the public injunctive relief claim until the other claims have been finally concluded.

The formation, existence, construction, performance, and validity of this agreement shall be governed by the laws of the State of North Carolina and the United States, without reference to choice or conflict of law principles.

You agree that, for any disputes or issues not subject to arbitration (including because of your exercise of the opt-out right specified in Section 14 above or because an issue is for the court, not the arbitrator, to resolve) or that have been determined by a court of law or an arbitrator as not being subject to arbitration and are not brought in small claims court, this Agreement, for all purposes, shall be governed and construed in accordance with the laws of the State of North Carolina and any such dispute must be brought in a state or federal court located in the Western District of North Carolina, United States District Court. In addition, both parties agree to submit to the exclusive personal jurisdiction and venue of such courts. 
As detailed above, however, no such dispute may be brought on a class or representative basis.

Appendix A

Advanced Directives

What is an Advance Directive? An advance directive is a set of directions you give about the medical and mental health care you want if you ever lose the ability to make decisions for yourself. There are two ways for you to make a formal advance directive. These include Living Wills and Healthcare Powers of Attorney. Forms & additional information may be obtained from the Secretary of State website.

Do I have to have an Advance Directive and what happens if I don't? Making an advance directive is your choice. If you become unable to make your own decisions, and you have no advance directive, your physician or mental health care provider will consult with someone close to you about your care. Discussing your wishes with your family and friends now will help ensure that you get the level of treatment you want when you can no longer tell your health providers what you want.

What is a Living Will? A Living Will is a legal document that tells others that you want to die a natural death if you: become incurably sick with an irreversible condition that will result in your death within a short period of time; are unconscious and your physician determines that it is highly unlikely you will regain consciousness; or have advanced dementia or a similar condition which results In a substantial cognitive loss and it is highly unlikely the condition can be reversed. You can direct your physician not to use certain life-prolonging treatments such as a breathing machine ("respirator" or "ventilator"), or to stop giving you food and water through a tube ("artificial nutrition or hydration" through feeding tubes and IVs). The document goes into effect only when your physician and one other physician determine that you meet one of the conditions specified in the Living Will. You can cancel anytime by communicating your intent to cancel it in any way.

What is a Healthcare Power of Attorney? A Healthcare Power of Attorney is a legal document in which you can name a person(s) as your health care agent(s) to make medical and mental health decisions for you if you become unable to decide for yourself. You can say which treatments you would want and not want. You should choose an adult you trust to be your health care agent.

Discuss your wishes with that person(s) before you put them in writing. The document will go into effect when a physician states in writing that you are not able to make or to communicate your health care choices. You can cancel or change while you are able to make and communicate your decisions.

How do I make an Advance Directive? There are several rules to protect you and ensure your wishes are clear to the physician who may be asked to carry them out. An advanced directive must be: (1) written; (2) signed by you while you are still able to make and communicate health care decisions; (3) witnessed by two qualified adults; and (4) notarized. A qualified witness is a competent adult who sees you sign, is not a relative, and will not inherit anything from you upon your death. The witness cannot be your physician, a licensed employee of your physician or any paid employee of a healthcare facility where you live or that is treating you.

Who should I talk to about an Advance Directive? You should talk to those closest to you about an advance directive and your feelings about the health care you would like to receive. Your physician or health care provider can answer medical questions. A lawyer can answer questions about the law. Give copies to your family, your physician or mental health providers, your health care agent(s), and any family members or close friends who might be asked about your care should you become unable to make decisions. Please furnish Aeroflow with a copy of your advance directives.

Appendix B

Infection Control

It is the policy of Aeroflow to conform to the acceptable standards of infection control pertaining to equipment and home health services issued by the Centers for Disease Control (CDC) and the Occupational Safety and Health Administration (OSHA), in order to ensure the safety of clients/patients and employees, and also to ensure quality client/patient service

How infections occur and are spread: An infection occurs when germs enter the body, increase in number, and cause a reaction of the body.

Three things are necessary for an infection to occur:

1. Source: Places where infectious agents (germs) live (e.g., sinks, surfaces, human skin)

2. Susceptible Person: A person with a way for germs to enter the body

3. Transmission: A way germs are moved to the susceptible person 

There are a few general ways that germs travel in healthcare settings:

• Through contact (i.e., touching)

• Sprays and splashes (when an infected person coughs or sneezes)

• Inhalation (when germs are aerosolized in tiny particle)

• Sharp injuries (i.e., when someone is accidentally stuck with a used needle or sharp instrument)

How to prevent infection:

• Wash your hands often

• Get vaccinated

• Get vaccinated and use antibiotics sensibly

• Stay at home if you have signs and symptoms of an infection.

• Cover your mouth and nose

• Disinfect the 'hot zones' in your residence - the kitchen and bathroom

• Don't share personal items

• Make sure health care providers clean their hands or wear gloves

• Clean equipment and supplies regularly

• Replace equipment on a regular schedule. Contact Aeroflow (888-345-1780) when your supplies are to be thrown out.

Symptoms of Hepatitis infection: Extreme fatigue, mild fever, headache, loss of appetite, nausea, and vomiting. Symptoms of Tuberculosis (TB) infection: fatigue, anorexia, productive cough, coughing up blood, weight loss, loss of appetite, lethargy, weakness, night sweats, chills, flu-like symptoms, and fever. Some people with TB may show no symptoms. NOTIFY YOUR HEALTHCARE PROVIDER IF YOU FEEL YOU HAVE BECOME INFECTED.

Appendix C

How to Make Your Home Safe for Medical Care

At Aeroflow, we want to make sure that your home medical treatment is done conveniently and safely. Many of our clients/patients are limited in strength or unsteady on their feet. Some are wheelchair- or bed-bound. These pages are written to give our clients/patients some easy and helpful tips on how to make the home safe for home care. Discuss these plans with your family members.

Fire Safety and Prevention

• Smoke detectors should be installed in your home: make sure you check the batteries at least once a year. If appropriate, you may consider carbon monoxide detectors as well. Ask your local fire department if you should have one in your home.

• Have a fire extinguisher in your home, and have it tested regularly to make sure it is still charged and in working order. 

• Have a plan for escape in the event of a fire.

• If you are using electrical medical equipment, make sure to review the instruction sheets for that equipment. Read the section on electrical safety.

Electrical Safety

• Make sure that all medical equipment is plugged into a properly grounded electrical outlet.

• If you must use a three-prong adapter, make sure it is properly installed by attaching the ground wire to the plug outlet screw.

• Use only good quality outlet "extenders" or "power strips" with internal circuit breakers. Don't use cheap extension cords.

Safety in the Bathroom

• Use non-slip rugs on the floor to prevent slipping.

• Install a grab-bar on the shower wall and non-slip footing strips in the tub or shower.

• Ask your medical equipment provider about a shower bench you can sit on in the shower.

• If you have difficulty sitting and getting up, ask about a raised toilet seat with arm supports to make it easier to get on and off the commode.

• If you have problems sensing hot and cold, you should consider lowering the temperature setting of your water heater, so you don't accidentally scald yourself without realizing it.

Safety in the Bedroom

• It's important to arrange a safe, well-planned and comfortable bedroom since a lot of your recuperation and home therapy may occur there.

• Ask your home medical provider about a hospital bed. These beds raise and lower so you can sit up, recline, and adjust your knees. A variety of tables and supports are also available so you can eat, exercise, and read in bed.

• Bed rails may be a good idea, especially if you have a tendency to roll in bed at night.

• If you have difficulty walking, inquire about a bedside commode so you don’t have to walk to that bathroom to use the toilet.

• Make sure you can easily reach the light switches, and other important things you might need throughout the day or night.

• Install night-lights to help you find your way in the dark at night.

• If you are using an IV pole for your IV or enteral therapy, make sure that all furniture, loose carpets, and electrical cords are out of the way so you do not trip and fall while walking with the pole.

Appendix D

Emergency Planning

Every client/patient receiving care or services in the home should think about what they would do in the event of an emergency. Our goal is to help you plan your actions in case there is a natural disaster where you live and to try to provide you with the best, most consistent service we can during an emergency.

Know what to expect: If you have recently moved to this area, take the time to find out what types of natural emergencies have occurred in the past, and what types might be expected. Find out what, if any, times of year these emergencies are most prevalent. Find out when you should evacuate, and when you shouldn't. Your local Red Cross, local law enforcement agencies, local news and radio stations provide excellent information and tips for planning. Know where to go: One of the most important pieces of information you should know is the location of the closest emergency shelter. These shelters are open to the public during voluntary and mandatory evacuation times. They are usually the safest place for you to go, other than a friend or relative's home in an unaffected area.

Know what to take with you: Some shelters may have restrictions on what items you can bring with you. Not all shelters have adequate storage for medications that need refrigeration. We recommend that you call ahead to find out if you can bring your medications and medical supplies. In addition, let them know if you will be using medical equipment that requires an electrical outlet. During our planning for a natural emergency, we will contact you and deliver, if possible, at least one week’s worth of medication and supplies. Bring all your medications and supplies with you to the shelter.

Reaching us during an emergency: In case of an emergency, please call our main phone number (888-345-1780). If the office is closed due to an emergency, our on-call services are always available. If you have no way to call our number, you can try to reach us by having someone you know call us from his or her cellular phone. Should a life-threatening medical emergency arise it is suggested the patient or caregiver contact their local emergency services number for assistance (usually 911).

Appendix E

Client/Patient Bill of Rights & Responsibilities

Client/Patient has the right to:

1. Receive reasonable coordination and continuity of services from the referring agency for home medical equipment services

2. Receive a timely response from Aeroflow when services/care are needed or requested

3. Be fully informed in advance about service/care to be provided, including the disciplines that furnish care and the frequency of visits, as well as any modifications to the Plan of Care

4. Participate in the development and periodic revision of the Plan of Service or the Plan of Care

5. Informed consent and refusal of services, care, or treatment after the consequences of refusing services, care or treatment are fully presented

6. Be informed in advance of the charges, including payment for service or care expected from third parties and any charges for which the client/patient will be responsible

7. Have one’s property and person treated with respect, consideration, and recognition of client/patient dignity and individuality

8. Be able to identify visiting staff members through proper identification

9. Voice grievances/complaints regarding treatment of care or lack of respect of property, or recommend changes in policy, staff or service/care without restraint, interference, coercion, discrimination or reprisal

10. Have grievances/complaints regarding treatment or care that is (or fails to be) furnished, or lack of respect of property investigated

11. Choose a health care provider and have access to information regarding provider’s work history and training

12. Confidentiality and privacy of all information contained in the client/patient record and of Protected Health Information

13. Receive appropriate service/care without discrimination in accordance with physician orders

14. Be informed of any financial benefits when referred to an organization

15. Be informed in advance of care/service being provided and their financial responsibility

16. Be fully informed of one’s responsibilities and Aeroflow’s policies regarding patient responsibilities

17. Be informed of client/patient rights under state law to formulate advance care directives

18. Be informed of anticipated outcomes of service or care and of any barriers in outcome achievement

19. Be informed of Aeroflow’s on-call service

20. Be informed of Aeroflow’s patient satisfaction survey process

21. Be informed of supervisory accessibility and availability

22. Fair treatment, regardless of race, ethnicity, creed, religious belief, sexual orientation, gender, age, health status, or source of payment for care

23. Be advised on Aeroflow’s policies and procedures regarding the disclosure of clinical records, clinical guidelines, and management of care

24. Be advised of Aeroflow’s procedures for discharge

25. Report fraud, waste, or abuse

26. Be notified within 10 days if Aeroflow’s license is revoked, suspended, canceled, annulled, withdrawn, recalled, or amended

27. Know of their rights and responsibilities in the treatment process (and the laws that relate to them), and to make recommendations regarding the organization's rights and responsibilities policy

28. Be informed about advocacy and community groups and prevention services

29. Access care easily and in a timely fashion

30. Candid discussion about all their treatment choices, regardless of cost or coverage by their benefit plan

31. The delivery of services in a culturally competent manner

32. Receive information about the scope of services that the organization will provide and specific limitations on those services

33. Be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of an unknown source, and misappropriation of client/patient property.

Client/Patient has the responsibility to:

1. Client agrees that rental equipment will be used with reasonable care, not altered, or modified, and returned in good condition (normal wear and tear excepted).

2.  Client agrees to promptly report to Aeroflow any malfunctions or defects in rental equipment so that repair/ replacement can be arranged.

3. Client agrees to provide Aeroflow access to all rental equipment for repair/replacement, maintenance, and/or pick-up of the equipment.

4. Client agrees to use the equipment for the purposes so indicated and in compliance with the physician’s prescription.

5. Client agrees to keep the equipment in their possession and at the address, to which it was delivered unless otherwise authorized by Aeroflow

6. Client agrees to notify Aeroflow of any hospitalization, change in customer insurance, address, telephone number, physician, or when the medical need for the rental equipment no longer exists.

7. Client agrees to request payment of authorized Medicare, Medicaid, or other private insurance benefits are paid directly to Aeroflow for any services furnished by Aeroflow.

8. Client agrees to accept all financial responsibility for home medical equipment furnished by Aeroflow.

9. Client agrees to pay for the replacement cost of any equipment damaged, destroyed, or lost due to misuse, abuse or neglect.

10. Client agrees not to modify the rental equipment without the prior consent of Aeroflow.

11. Client agrees that any authorized modification shall belong to the titleholder of the equipment unless equipment is purchased and paid for in full.

12. Client agrees that title to the rental equipment and all parts shall remain with Aeroflow at all times unless equipment is purchased and paid for in full.

13. Client agrees that Aeroflow shall not insure or be responsible to the client for any personal injury or property damage related to any equipment; including that caused by use or improper functioning of the equipment; the act or omission of any other third party, or by any criminal act or activity, war, riot, insurrection, fire or act of God

14. Client understands that Aeroflow retains the right to refuse delivery of service to any client at any time.

15. Client agrees that any legal fees resulting from a disagreement between the parties shall be borne by the unsuccessful party in any legal action taken.

16. Patients/Clients have the responsibility to give providers the information they need, in order to provide the best possible care and to ask questions about their care.

17. Clients have the responsibility to treat those giving them care with dignity and respect and not to take actions that could harm others.

18. Patients/Clients have the responsibility to understand and help develop and follow the agreed-upon treatment plans for their care, including the agreed-upon medication plan and to let the provider know when the treatment plan no longer works for them.

19. Patients/Clients have the responsibility to keep their appointments. Patients should call their providers as soon as possible if they need to cancel visits.

20. Patients/Clients have the responsibility to let their provider know about any changes to their contact information (name, address, phone, etc.) and insurance coverage.

21. Patients/Clients have the responsibility to tell their provider about medication changes, including medications given to them by others.

22. Patients/Clients have the responsibility to let their provider know about problems with paying fees.

Last updated June 24, 2025