Many patients go home after surgery with a brand-new medical device, but sometimes, they need help using the product after leaving the facility.
That’s where my team comes into the picture. Patients receiving a Compression Solutions DVT prevention device can call our 24/7 customer support line. A product expert will answer the call, going above and beyond to help patients recover at home.
No matter who the patient talks to, the entire customer service team is knowledgeable and helpful. We understand how each product works and can answer any question from product usage to billing.
Knowledge and empathy are the secret ingredients that make our team successful. We take the time to truly listen to our patients, help them feel confident, and answer their questions.
Our team takes all kinds of patient calls, from troubleshooting to product replacement, and we are ready to tackle any question that comes our way.
Check out this related article about frequently asked billing questions.
General Questions about Compression Solutions Products
Can anyone get a Compression Solutions device?
All of our products must be prescribed by a physician. If a patient is concerned about DVT prevention after surgery, they can recommend us to their physician! Once we have a prescription order, we can fill it.
Can I buy a cold compression device directly?
If a patient is looking for a gel pack or an orthotic wrap, they can contact customer service to purchase. Or, they can contact our sister company, PowerPlay, and purchase a similar device available for consumers.
Common Questions about the PlasmaFlow
PlasmaFlow is our cordless DVT prevention device. One perk of this unit is that the pump is attached to the compression sleeve itself. This eliminates the tripping hazard of a cord connecting a pump to a cuff.
One of the compression sleeves isn’t working. How can we fix this?
First, make sure that the device has been charged for at least four hours.
- A blinking red light means it’s charging.
- A blue light means fully charged.
My PlasmaFlow will not charge. What should I do?
Try to charge the device directly in a wall socket. Extension cords sometimes cannot fully charge one of these devices.
What do the numbers on the unit mean?
- The numbers on the left side of the unit show how many hours the unit has been used. Once it reaches 99 hours, the device will automatically reset.
- The numbers on the right side of the unit show how much pressure is being used to inflate and deflate the device. Millimeters of mercury (mmHg) are a common unit of measurement for blood pressure cuffs and other medical compression devices.
What if I have a defective unit or I still have a problem?
If there is any issue with the device battery, software, or functionality, we will replace the entire kit free of charge! Your replacement kit will ship within one business day.
Common Questions about the Triple Play Device
The Triple Play device is a best-in-class pneumatic compression device. It has different compression settings, and the pump can be connected via a tube to a variety of sleeves.
My device is emitting an alarm. What does it mean?
This device is equipped with alarms that could startle a patient who is not expecting the device to make noise. Here are two ways that we help patients navigate the alarms.
- High alarm: This means that too much pressure is going to the wrap from the unit. Usually, the problem is the wrap is too tight around the patient’s leg, which prevents the air bladder from inflating. This is a simple fix that we can guide patients through.
- Low alarm: This means that not enough air is being distributed to the wrap. This is a problem that we will troubleshoot to decide if there is a possible issue with the wrap or pump.
What if I am still experiencing problems with my Triple Play?
Similar to the PlasmaFlow units, we can replace the entire kit free of charge.
