Evaluating Suppliers

There are three major categories of ostomy supply dealers. Before you choose a particular supplier, you should be aware of the different services and choices each type offers:

Medical/Surgical Supply Houses - These companies specialize in selling all types of medical supplies. If they focus on ostomy products, they may offer special services such as ostomy nurses on staff, product recommendations, and troubleshooting advice. They will have a large amount o frequently-used supplies in stock, but can also special-order items. You generally purchase products by shopping at their store.

Mail-order Companies - These companies operate on a national level, similar to any mail-order catalog. Once you receive a catalog, you can place an order by phone or by mail. Due to the large volume of supplies they sell, mail order supply houses often provide a discount on prices. They may also have ostomy experts available for consultation. They do provide an easy way to purchase supplies.

Local Drugstores - Due to consolidation and specialization in the industry, fewer and fewer chain drugstores will special-order medical supplies, but some of the remaining independent stores often will provide such customized service. They may or may not carry a number of different brands. However, they may charge higher prices due to smaller volume.

Locating a Supplier

There are several different ways to find suppliers of ostomy products:

Ask your ostomy nurse for recommendations.

Look in your local Yellow Pages directory under “Medical Supplier,” “Surgical Supplier,” “Hospital Supplies” “Ostomy Supplies,”, etc. Or, check with your local Ostomy Chapter.

Don’t forget to check your medical insurance policy, which may limit the suppliers you can use and still receive reimbursement.

Choosing the Right Supplier

Choosing a particular ostomy product supplier is a matter of individual preference. When shopping for ostomy supplies, as for any consumer product, you can shop for service as well as for price.

Remember that you have rights as a consumer and that you can change your supplier at any time, insurance permitting. The following issues are important to consider when evaluating an ostomy products supplier:

Range of brands carried - Do they carry only the most popular items, and do they special-order items and new products?

Price - It sometimes pays to “comparison-shop.” Mail-order companies often discount from the list price, but charge shipping and handling costs. Some may not carry products from every manufacturer. Smaller local pharmacies may not be able to discount, may carry less inventory but may provide other services.

Ease of Use and Accessibility - Is it easier for you to walk or drive to the local pharmacy or pick up the phone and place a catalog order? Will the local surgical supplier or drugstore deliver? If you prefer to purchase only a few items at a time, think about the shipping and handling costs charged per order by mail-order companies. Also, find out how quickly you can obtain a product on an emergency basis.

Special Services - Ask if there are ostomy nurses or other knowledgeable staff available for consultation and advice, if they provide custom -fittings of pouching systems, and if they will do special orders. Some suppliers are a wealth of information on ostomy products and their use. Remember, it never hurts to ask!

Insurance Reimbursement - Do they handle direct billing to your insurer? Will they give you appropriate receipts to receive reimbursement if you file the claims yourself? Are they approved by your HMO to purchase supplies from and still receive reimbursement? Do they accept Medicare assignment or charge you the additional difference between the Medicare payment and the list price?

Unused Supplies - If your stoma size changes, or you switch to a different brand, find out if you can return your unused products for credit or refund. Most suppliers will allow this but policies do vary. You could also donate surplus ostomy products through ‘Friends of Ostomate Worldwide’ to its ‘SHARE’ program, which sends their supplies to needy ostomates overseas. Or donate to you local chapter for those more needy.

Complaints - Ask how they handle returns or replacements of defective products. Some suppliers may accept them, others may tell you to call the manufacturer directly.

Accessories - Do they carry pouch covers, belts, waterproof tape, odor treatments, special underwear? These products are sometimes available from local suppliers, but can also be found in mail-order catalogs.

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