Word-for-word language for calling a patient about moving their DME services to Synapse Health.
Use case: transition onboarding patients with existing DME needs to Synapse Health. Goal: educate patients, obtain consent, confirm key details, and guide onboarding.
The sections below are the script itself, written to be read aloud to the patient. Jump to the section that matches what the patient asks about.
Who Synapse Health is
Synapse Health is a trusted partner that works with a network of DME providers like us. They handle everything from verifying your order to managing insurance claims and payments. This allows us to focus on delivering your equipment and providing excellent service.
Letters from UnitedHealthcare and Synapse Health
You should have received two announcement letters in the mail:
- A letter from UnitedHealthcare explaining the transition to Synapse Health for your DME services.
- A Welcome Letter from Synapse Health with instructions on how to get started.
These letters were sent to the address that UHC and Synapse Health have on file for you. Synapse Health received your contact information from us, your current DME provider, to ensure a smooth transition. If you have any questions on the announcement letters, please reach out to UHC or Synapse Health.
Patient onboarding at getmydme.com
There are forms to sign, and you’ll be asked to confirm what equipment and/or supplies you need. You can find this info on your equipment, a delivery ticket or packing slip. For questions on this, we recommend reaching out to Synapse Health directly.
Transition to a new DME provider
Helping with documentation for your equipment and/or supplies:
We’re working in partnership with Synapse Health to support your transition to a new durable medical equipment provider. This change is happening because your current supplier is not a part of the Synapse network at this time. We’re here to make this process as smooth as possible.
We will work closely with Synapse Health to help ensure there’s no interruption in your services or supplies. Here’s what we need to support your transition:
What we’ll do to help
- Documentation support – we’ll assist in obtaining a current, signed written order from your doctor (sometimes called a prescription or RX) for the equipment or supplies you use
- Coordination – we’ll coordinate this process with your current DME provider and your healthcare provider, but you can help us by making sure your doctor is aware of this change and responsive to our requests for documentation
- PHI release form – you can also complete a PHI release form so we can obtain these documents from your DME provider
If you have questions or concerns at any point, please don’t hesitate to contact us or Synapse Health – we work together to ensure a smooth transition.
Payment and insurance
Synapse Health will review any co-pays or patient responsibility with you directly. They also submit all claims to your health plan, so you don’t have to worry about that part.
If the patient wants a different provider
You always have the right to choose your provider. If you prefer to work with another DME provider in the Synapse network, just let us or Synapse know, and we’ll make sure your services are shifted accordingly.
More supplies, repairs, or help
If you need more supplies, have an issue or need a repair, please contact Synapse Health directly at 1.888.336.9363. They’ll take care of it and keep us in the loop.
Urgent needs after hours
If something urgent comes up after hours, Synapse Health has staff available 24/7 to help.
Expired prescriptions
If your prescription has expired, Synapse Health will contact your doctor to get an updated one. If they can’t reach them, they may ask for your help to speed things up.
Returns or exchanges
Need to return or exchange equipment? Just call Synapse Health at 1.888.336.9363, and they’ll guide you through the process.
Resupply requests before and after October 1, 2025
If the patient requests resupply prior to October 1, 2025
We will deliver or ship resupply orders up to October 1, 2025. If you haven’t already completed onboarding steps with Synapse Health, please do so to avoid any interruption for future resupply.
If the patient requests resupply after October 1, 2025
After October 1, 2025, you must contact Synapse Health for resupply. You can contact Synapse Health anytime at 1.888.336.9363.
Synapse Health contact details for patients
This is the number to give the patient for supplies, repairs, returns and exchanges. Synapse Health has staff available 24/7.
Synapse Health patient line
Synapse Health patient phone line
1.888.336.9363
