Page 73 - Norco Patient Orientation Handbook e-book

GENERAL INFORMATION

The information presented in this educational and service guide is general in nature and is not intended to be all-
encompassing or to supersede any specific manufacturer’s instructions/recommendations, physician
orders/instructions, other qualified medical professional’s instructions or agency criteria or governmental
regulations.
Warning: It is important to understand that anytime products with a lanyard are worn, there is a possibility of
entanglement of the lanyard that could create a choking hazard.

Warranty and Maintenance of Purchased Equipment

Every new product sold or rented by our company carries a 1-year manufacturer’s warranty. Norco will notify
all Medicare beneficiaries of the warranty coverage, and we will honor all warranties under applicable law.
Norco will repair or replace, free of charge, Medicare-covered equipment that is under warranty. In addition,
Norco maintains an owner’s manual with warranty information for all durable medical equipment where this
manual is available.

Norco can supply manufacturer instructions on the type and frequency of maintenance required for equipment
purchased from our company.

Norco honors the manufacturer’s warranty for new equipment and parts. For rental equipment, all warranties
are effective from the first day of rental. Warranties do not cover equipment that was modified by the client, or
when damaged due to negligence or abuse while not operating or caring for the equipment in a manner
consistent with the use or care for which it was designed. (Power mobility equipment exposed to rain or
dampness will cause the equipment to malfunction electronically and mechanically, and will be considered
abuse of the equipment.) Labor and travel time are not covered under the warranty.

Resolving Complaints

All patients have the right to freely voice grievances and recommend changes in care or services without fear of
reprisal or unreasonable interruption of services. Service, equipment, and billing complaints will be
communicated to management and upper management. These complaints will be handled in a professional
manner. All logged complaints will be investigated, acted upon, and responded to in writing or by telephone
within a reasonable amount of time after the receipt of the complaint. If there is no satisfactory resolution of the
complaint, the next level of management will be notified progressively and up to the president or owner of the
company.

Norco Assistance Available

Norco is always as near as your telephone to assist you. This assistance includes:
♦ Additional equipment and corresponding service
♦ Client education
♦ Services coordinator
♦ Insurance billing
♦ Equipment emergencies
♦ Guidance, direction, and answers for all questions you might have at initial setup or in the future.

Remember that one of the friendliest and very best resources you have during your time of convalescing at
home is the personnel at Norco. We are always available for you even in the event of equipment emergencies
after hours, on weekends, and holidays. Thank you for choosing Norco. We want to be your BEST supplier of
medical equipment and supplies.