Patient Welcome Guide

Welcome to Onda Health

The wave that flows with you.

We're glad you're here. Onda Health delivers the supplies you rely on, with expert support, and zero paperwork — right to your home. This guide has the information Medicare asks us to share with you, plus everything you need to reach us. Please keep it for your records.

Version 2.0·Effective September 15, 2026

How to reach us

Phone: (855) 438-1998

Web: onda.health

Mail: Onda Health, 675 East 2100 South, STE 175, Salt Lake City, UT 84106

Hours: Monday – Friday, 9am – 4pm Mountain Time. If you call after hours, a live representative will take your message, and our team will follow up the next business day. If you have an urgent equipment problem, tell the representative and we will escalate it.

Your rights as our patient

Patient Bill of Rights · CMS DMEPOS Quality Standards

As a patient of Onda Health, you have the right to:

  • Be treated with respect, consideration, and full recognition of your dignity and individuality.
  • Understand your rights and responsibilities fully.
  • Receive complete information in advance about the products and care we will provide.
  • Receive notice — spoken and in writing, before you receive products — of the costs, including what your insurance is expected to pay and what you may owe out of pocket.
  • Be told promptly of any change in what you owe, no later than 30 days after we learn of the change.
  • Decline products or care after being fully informed of what declining may mean for you.
  • Choose your own healthcare providers, including your physician.
  • Receive the products your physician prescribed, without discrimination.
  • Have your records and health information kept private and confidential.
  • Be told our policies about releasing your clinical records.
  • Be told of any financial incentives we have when we refer you to another organization.
  • Be free from mistreatment, neglect, or abuse of any kind, and from misuse of your property.
  • Voice concerns, complaints, or suggestions — without any fear of retaliation or discrimination — and have complaints investigated promptly. Our complaint process is below.

Your responsibilities

Patient Bill of Rights · CMS DMEPOS Quality Standards

To help us take good care of you, we ask that you:

  • Follow the treatment plan your physician set for you, and use your equipment only as your physician directed and only for yourself.
  • Give us accurate medical, insurance, and contact information so we can plan your care.
  • Tell us promptly about hospital stays, or changes to your address, phone number, insurance, prescription, or physician — or if you no longer need your supplies.
  • Be available to receive your deliveries, and tell us if you will be away.
  • Care for your equipment according to the instructions provided, and protect it from damage, loss, or theft.
  • Ask us questions — about your equipment, your bill, or anything you're unsure of. That's what we're here for.
  • Accept financial responsibility for costs your insurance determines are yours, except where federal or state law says otherwise.
  • Treat our team with respect and dignity.

Notice of Privacy Practices

HIPAA · 45 CFR § 164.520

This notice describes how medical information about you may be used and disclosed and how you can get access to this information. Please review it carefully.

"Protected health information" is information that identifies you and relates to your health, care, or payment for care. Onda Health is required by law to keep it private, to give you this notice of our duties and privacy practices, and to follow the notice currently in effect. We may update this notice; the current version is always available from us on request.

How we may use your health information

  • Treatment. We share records with your healthcare providers so you receive quality care, and we may contact you about your supplies, reminders, or care options.
  • Payment. We bill your insurance, and a bill may identify you, your diagnosis, and the supplies you received.
  • Operations. Our quality team may review records to improve our care and service.
  • Business associates. Some services — billing, accreditation, consultants, auditors — are performed by companies under contract with us. We require them to safeguard your information.
  • As required by law, including valid subpoenas and lawful investigations.

Any other use or disclosure happens only with your written authorization, which you may revoke at any time by writing to us at the address on page one.

Your health information rights

Your record is the property of Onda Health, but the information belongs to you. You have the right to: request restrictions on certain uses and disclosures; inspect and receive a copy of your record; request corrections; receive an accounting of certain disclosures; receive a paper copy of this notice; and be notified if a breach ever compromises your unsecured information. Requests to copy, correct, or restrict must be made in writing.

If you believe your privacy rights have been violated, you may complain to us at (855) 438-1998 or to the U.S. Secretary of Health and Human Services. We will never retaliate against you for filing a complaint.

Payment and billing

CMS DMEPOS Quality Standards — financial disclosure

Before you receive products, we verify your insurance and tell you what to expect. Your insurance is always billed first — you are not charged anything before that. If your insurance leaves a portion for you to pay, we will notify you by mail and email at least 20 days before billing your payment method on file. We do our best to give you an accurate estimate of anything you may owe, and we'll always keep you informed if your coverage or costs change.

Medicare rental and purchased items

Medicare Supplier Standard 5 · 42 CFR § 424.57(c)(5)

Medicare pays for equipment in different ways, and you have choices we're required to explain:

Inexpensive or routinely purchased items

Some equipment — including glucose monitor receivers — can be either rented or purchased. The choice is yours. If rented, the total of the monthly rental payments cannot exceed the purchase price Medicare allows. Most patients choose purchase for this category. When your order includes a receiver, we send you a short Medicare Payment Election form to record your choice.

Capped rental items

Other equipment (for example, CPAP machines) is rented monthly. Medicare pays a monthly rental fee for up to 13 months of use, and then you own the equipment. After ownership transfers to you, arranging any service or repair becomes your responsibility — though we're always happy to help point you in the right direction.

Returns and warranties

Medicare Supplier Standards 6, 15 · 42 CFR § 424.57(c)(6), (15)

Returns. If an item was substandard or unsuitable when it arrived, you can return it unconditionally. Equipment that no longer meets your needs may be returned within 30 days of the start of service if it has been cared for properly, used only as prescribed and only by you, has not been modified or repaired by anyone unauthorized, and is not intimate in nature. Refunds are at the discretion of Onda Health management.

Warranties. Every item we provide as new is in good working order to the manufacturer's specifications and is warranted by us for 30 days from delivery. We will notify you of manufacturer warranty coverage on your items, honor all warranties under applicable state law, and repair or replace covered items free of charge while under warranty. We will help you with manufacturer warranty claims and provide loaner equipment during repair periods where appropriate.

Questions, concerns, and complaints

Medicare Supplier Standards 13, 19, 20

You have the right to voice a complaint without any fear of reprisal, and to know how it was resolved. When we receive a complaint, we acknowledge it within 5 days, investigate, and send you the written result within 14 days.

To share a complaint — or a compliment — call us first:

(855) 438-1998Onda Health — ask for our Compliance Officer

If we don't resolve your complaint, you may also call:

877-776-2200Board of Certification/Accreditation (BOC) — our accrediting organization
1-800-MEDICAREMedicare (800-633-4227)
Your stateSee the hotline for your state — every state's consumer agency is listed in the State Hotline Appendix at the end of this guide

Keep us up to date

Please contact us as soon as possible if any of these happen:

  • Your insurance coverage changes
  • Your phone number or address changes
  • Your prescription or your prescribing doctor changes
  • You are admitted to the hospital
  • You are injured while using your equipment, or you have a safety concern
  • You no longer need your supplies

Using and caring for your equipment

Medicare Supplier Standard 12 · 42 CFR § 424.57(c)(12)

Everything you need to use your equipment comes in the box. Each delivery includes the manufacturer's instructions and quick-start guide for your exact device. Please read them before your first use, and keep them with your equipment.

If anything is unclear, call us at (855) 438-1998. Our team can walk you through setup and day-to-day use over the phone, and we will connect you with the manufacturer's support line for device-specific questions.

A few basics that apply to everything we send:

  • Use your equipment only as your doctor prescribed, and only for yourself.
  • Follow the manufacturer's instructions for wearing, charging, cleaning, and storing your device.
  • Stop using any item that is damaged or not working as expected, and call us. Please don't try to repair it yourself.
  • Tell us right away if you are injured while using your equipment.

Medicare requires us to instruct you on the use of your equipment and to keep a record that we did. Your signed acknowledgment confirms three things: the instructions come with your delivery, this guide explains use and care, and you know how to reach us for help.

Safety at home

CMS DMEPOS Quality Standards — beneficiary information

A few habits go a long way toward preventing accidents at home:

  • Medicines. Keep medicines labeled, in their original containers, and out of children's reach. Read labels and measure doses carefully. Never take medicine prescribed for someone else.
  • Preventing falls. Keep walkways clear and well lit. Wipe up spills right away. Secure loose cords and rugs. Use grab bars and non-slip mats in the bathroom if you need them.
  • Electrical. Keep cords and devices away from water. Don't overload outlets or run cords under rugs. If a plug, outlet, or cord is damaged — or a device overheats or sparks — stop using it and have it fixed.
  • Fire. Install smoke detectors and test them; change batteries yearly. Plan two ways out of your home. Keep a fire extinguisher and know how to use it.
  • If you smell gas: open windows and doors, don't use flames, switches, or the phone inside, and call the gas company from outside your home.
  • In any emergency, call 911 first. If you depend on utilities for medical equipment, register with your utility companies as a high-priority customer.

Advance directives and emergencies

An advance directive is a legal document — such as a living will or durable power of attorney — that records your preferences for medical care if you become unable to decide for yourself. Onda Health will respect the applicable provisions of any written advance directive you provide for our files. Our services are provided whether or not you have one, and our employees cannot help you write one. In an emergency, our team will call 911 and give the dispatcher any information needed.

Medicare DMEPOS Supplier Standards

Medicare Supplier Standard 16 · 42 CFR § 424.57(c) — abbreviated version

Onda Health is a supplier of durable medical equipment and is subject to the standards that govern all DMEPOS suppliers. This is the abbreviated version of the supplier standards; the standards in their entirety appear at 42 CFR § 424.57(c), available at ecfr.gov/current/title-42/section-424.57.

  1. A supplier must comply with all applicable federal and state licensure and regulatory requirements.
  2. A supplier must provide complete and accurate information on the DMEPOS supplier application. Any changes must be reported to the National Provider Enrollment contractor within 30 days.
  3. An authorized individual whose signature is binding must sign the application for billing privileges.
  4. A supplier must fill orders from its own inventory or by contracting with other companies, and may not contract with any entity excluded from Medicare, any state health care program, or any federal procurement or non-procurement program.
  5. A supplier must advise beneficiaries that they may rent or purchase inexpensive or routinely purchased equipment, and of the purchase option for capped rental equipment.
  6. A supplier must notify beneficiaries of warranty coverage, honor all warranties under applicable state law, and repair or replace Medicare-covered items under warranty free of charge.
  7. A supplier must maintain a physical facility on an appropriate site with a visible sign and posted hours, accessible to the public, at least 200 square feet, with space for storing records.
  8. A supplier must permit CMS or its agents to conduct on-site inspections to ascertain compliance with these standards.
  9. A supplier must maintain a primary business telephone listed under the business name; exclusive use of a beeper, answering machine, answering service, or cell phone during posted business hours is prohibited.
  10. A supplier must have comprehensive liability insurance of at least $300,000 covering the place of business and all customers and employees.
  11. A supplier is prohibited from direct solicitation of Medicare beneficiaries, per 42 CFR § 424.57(c)(11).
  12. A supplier is responsible for delivery of Medicare-covered items, must instruct beneficiaries on their use, and must maintain proof of delivery and of beneficiary instruction.
  13. A supplier must answer beneficiary questions and respond to complaints, and maintain documentation of such contacts.
  14. A supplier must maintain, replace, or repair — at no charge, directly or through a service contract — Medicare-covered items it has rented to beneficiaries.
  15. A supplier must accept returns of substandard or unsuitable items from beneficiaries.
  16. A supplier must disclose these standards to each beneficiary it supplies a Medicare-covered item.
  17. A supplier must disclose any person having ownership, financial, or control interest in the supplier.
  18. A supplier must not convey or reassign a supplier number.
  19. A supplier must have a complaint resolution protocol addressing beneficiary complaints related to these standards, with records maintained at the physical facility.
  20. Complaint records must include the beneficiary's name, address, telephone number, and Medicare identifier, a summary of the complaint, and actions taken to resolve it.
  21. A supplier must agree to furnish CMS any information required by the Medicare statute and regulations.
  22. All suppliers must be accredited by a CMS-approved accreditation organization to receive and retain a billing number, with accreditation indicating the specific products and services supplied.
  23. All suppliers must notify their accreditation organization when opening a new DMEPOS location.
  24. All supplier locations, whether owned or subcontracted, must meet the DMEPOS quality standards and be separately accredited to bill Medicare.
  25. All suppliers must disclose upon enrollment all products and services, including additions of new product lines for which they seek accreditation.
  26. A supplier must meet the surety bond requirements of 42 CFR § 424.57(d).
  27. A supplier must obtain oxygen from a state-licensed oxygen supplier.
  28. A supplier must maintain ordering and referring documentation consistent with 42 CFR § 424.516(f).
  29. A supplier is prohibited from sharing a practice location with other Medicare providers and suppliers.
  30. A supplier must remain open to the public a minimum of 30 hours per week, with limited professional exceptions.