Epic Medical Solutions FAQ

How do I go about ordering more product?

An Epic Medical Solutions Patient Care Representative will call you each month to verify your monthly order.  If you need to order more product before your monthly order is due, please call Epic Medical Solutions at 866.883.1188. If there has been a decrease or increase in the amount of formula that you are to take, we will need a doctor’s order.

If I go into a hospital or hospice facility, should I take my equipment and formula with me?

Please call us at 866.883.1188, and one of our patient care representatives will determine if you can take these items with you.

What is a deductible and coinsurance?

The deductible is the portion of any claim that is not covered by the insurance provider. It is the amount of expenses that must be paid out of pocket before an insurer will cover any expenses. This does not include the plan premium. There may be an individual and family deductible.

The coinsurance is the portion of any claim that is not covered by the insurance provider. It is the amount of expenses that must be paid out of pocket before an insurer will cover any expenses. This does not include the plan premium. There may be an individual and family deductible.

Epic Medical Solutions will be happy to help you understand what you are responsible for and what your insurance will cover.

What insurance do you accept?

Please refer to the Insurance section of our website for this information.

How can I track my delivery?

If your delivery is regularly sent via a third party (i.e. FedEx, UPS, etc.) you may call Customer Service at 866.883.1188 and a representative will be able to assist you in getting a tracking number. If your delivery is regularly delivered by an Epic Medical Solutions Technician, you may call Customer Service at 800.245.3816, and the representative will contact the delivery driver scheduled to make your delivery. Please note that in the future, if your delivery is made by one of Epic Medical Solutions’ Technicians, you may request a two hour time frame for the estimated delivery so that we may meet your needs as best as possible.

What nutritional formulas do you carry?

We carry over 300 different varieties of nutritional formulas and will most likely have what you are looking for. Please call us at 866.883.1188 to ask about a specific product.

What is your fax number?

How do I give back the equipment?

Give us a call at 866.883.1188 and we can schedule the pickup of your equipment.

How often can I get a new button?

Most insurance companies will cover a new button every 4-6 months. There are exceptions with some State Medicaid plans, which may cover a replacement button more frequently, or require additional paperwork from the physician.

What determines the monthly maximum quantities I am able to receive?

The amount of formula you are to receive is determined by your physician. Epic Medical Solutions must have an MD prescription for the specific type and amounts of formula.

Regarding supplies, such as extension sets, bags, syringes, tape, gauze, etc., most insurance companies have a monthly maximum limit on the number of each kind of supply a patient can receive.  For example, a patient will receive a feeding bag for each day of the month.

How often should I follow up with my doctor?

This question would be best directed to your doctor as it depends on the level of care you may need. Generally, Epic Medical Solutions will need updated orders every six month from your primary care physician. We recommend that you contact your doctor immediately if you feel there has been or needs to be a change in your care.

What services do you offer?

Please visit our Services page for this information.

When can I expect my monthly deliveries?

Epic Medical Solutions will assign you a ‘route day’ when you become a new patient.  This is determined by your address within our service delivery area.  You will always receive a delivery on or BEFORE your route day.  It will NOT be the same day each month due to weekends and holidays.  For example, if you are on the 15th Route, you will always receive your delivery on OR a couple days BEFORE the 15th, but it will NOT be on the 15th of each month.

How do I get my delivery if I am going on vacation?

You must contact Customer Service at 866.883.1188 to make arrangements. You may be charged the cost to ship deliveries to a location that is not within Epic Medical Solutions’ standard delivery area. Patients are not eligible to receive deliveries for future months in advance, and we are only able to deliver a 30-31 day supply at a time.

If I don’t use an item can I return it?

Due to the items being both a nutritional and medical product, our policy is not to accept supplies back. We suggest donating them to your doctor’s office if possible.

What is a Per Diem?

A Per Diem is an allowance or payment made for each day of service. For example, if you are a pump fed patient, your insurance gets billed the “Pump Per Diem”. The Per Diem includes most supplies sent out related to your type of feed including feeding bags, tape, gauze, syringes, etc. This Per Diem code is billed as all inclusive instead of billing the insurance individually for these related items.

Do you deliver if I am not home?

Epic Medical Solutions will attempt to call you each month to confirm your delivery and will leave you a message asking you to return our call.  If this is the first time we have not had contact with you, we WILL leave your delivery at your door with a ‘contact letter’ asking you to call us.   If it has been two months and we have still NOT had any contact with you, we will attempt to make a delivery. If you are not at home, we will NOT leave your monthly supplies.  We will leave a message on your door explaining why we could not deliver. You must make contact with our office before we can send out another delivery.

What happens if my doctor informed me my formula has changed?

If any changes are made to your feeding regimen, you must notify Epic Medical Solutions by calling 866.883.1188. We will need an updated prescription to ensure we are providing all the appropriate supplies and amount of formula. If the patient has completed their therapy, we will need a discharge order for our records and to deactivate their account. All documentation can be faxed to 866.883.1193.

Can I get my delivery early?

This varies with individual circumstances. Contact Epic Medical Solutions with your specific circumstances to see if this is something we can accommodate. If a delivery is being requested only one to three days early, we can often accommodate these requests.

How do I unclog my feeding tube?

Please visit our Patient Resources section for the answer to this question and more!

How do I care for my g-tube site?

Please visit our Patient Resources section for the answer to this question and more!