IMPORTANT Site Visit Reminder - Ensure Correct Hours are Posted and Documentation is Available

Site visits are a crucial component of the enrollment process and are used to determine a supplier’s compliance with the DMEPOS supplier standards and other Medicare regulations. 

Often either the posted hours of operation do not match the hours reported on the CMS 855S application or the supplier does not have all the documentation to show compliance.

For a successful site visit, please keep the following in mind:

• Signs listing the business name and hours must be permanent. Loose paper and binder sheets are not acceptable. Handwritten signs are not acceptable. At a minimum, the sign must be laminated, mounted in a glass/wood/acrylic frame and/or affixed to a door, window, or wall.
• A common issue arising after a site visit is discrepancies between the actual hours of operation posted and hours reported on the CMS 855S application. The hours of operation indicate when a supplier is open and available. If the location is closed for lunch from 1 p.m. to 2 p.m., this must be indicated on the posted hours of operation and reported on the 855S application. If the posted hours state open from 9 a.m. to 5 p.m., then the supplier must be available from 9 a.m. to 5 p.m.
• Often suppliers do not have or provide the site inspector with the documentation listed below. Providing this documentation is required to verify compliance. Please ensure these documents are readily available for the inspector.
  • Ownership/Management – Listing of ALL owners/management to include names and titles  
  • Complaint log and resolution protocol
  • Rent/Purchase option notification
  • Proof of warranty coverage
  • Contact information to beneficiaries at the time of delivery

The NPWest website has sample forms suppliers can reference for the documents listed above and other valuable information regarding the site visit process.