Patient Bill of Rights
Dexcom provides leading technology platforms of continuous glucose monitoring to help patients with diabetes lead healthier, fuller and longer lives. Dexcom works closely with physicians, Certified Diabetic Educators and health plans to educate and offer more value than any other glucose monitoring provider or other organization in the Continuous Glucose Monitoring market.
Dexcom’s mission: "Empowering people to take control of diabetes."
As a Customer who has been diagnosed with diabetes and is purchasing diabetic supplies, you have rights - rights that are specific to you and your present medical situation.
Dexcom endorses the following rights which are designed to recognize, protect, and promote the right of each patient to be treated with dignity and respect. The patient has a right to receive a copy of these rights with explanations where necessary.
The Patient has a right:
- To be advised of services/products and equipment available directly or by a contracted DME provider.
- To receive service without regard to race, creed, gender, age, handicap, sexual orientation, veteran status or lifestyle.
- To participate in the plan for care or service and/or any change in the plan before it is made. All plans for care are determined between the patient and their doctor prior to beginning the services of Dexcom.
- To be advised as to any specific charges for services to be paid by the Patient and those charges covered by insurance, third-party payment or public benefit programs prior to their first shipment.
- To receive verbal and written notice of their insurance coverage with regard to products purchased through Dexcom.
- To be advised of the billing policies, payment procedures and any changes in the information provided on services as they occur within an appropriate time frame as the company is made aware of the change.
- To be informed both verbally and in writing of billing and reimbursement policies and the customer’s financial responsibilities.
- To the confidentiality of his/her clinical records and the Dexcom’s policy for accessing and disclosure of clinical records (please review the company’s Notice of Privacy Practices).
- To make informed decisions about care and treatment plans and to receive information in a way that is understandable to the client. The Patient and/or the patient’s representative are authorized to exercise their rights.
Although Dexcom’s scope of services is specialized in the focus of Diabetic Care, the company respects the client’s right to formulate an advanced directive.
As a customer of Dexcom you have a the right to know the company’s grievance procedures which include phone numbers, hours of operation, and how to communicate problems to Dexcom without fear of discrimination or reprisal for doing so.
The products and/or services provided to you by Dexcom are subject to the supplier standards contained in the Federal regulations shown at 42 Code of Federal Regulations Section 424.57(c). These standards concern business professional and operational matters (e.g., honoring warranties and hours of operation). The full text of these standards can be obtained at http://www.ecfr.gov/. Upon request we will furnish you a written copy of the standards. Dexcom has established a complaint resolution protocol to address complaints. All grievances are to be directed to a supervisor in Customer Services. The telephone number for complaints is 1-888-738-3646. Office hours are Monday through Friday from 7 am to 5 pm Pacific Standard Time. All calls outside of that timeframe will be met by voicemail and messages will be returned in an appropriate time frame.
Dexcom’s customers also have the right to contact Community Health Accreditation Program (CHAP) for any compliments or concerns at:
Phone: 1-800-656-9656 or 1-202-862-3413
1275 K Street, NW, Suite 800
Washington, DC 20005