I am using edgepark and have been since surgery. I tried a couple companies and they were actually the best of the bunch. I do remember doing some back and forth at the beginning, but eventually I got to the right customer service agent. I think I had to push to talk to someone familiar with Gastro supplies and not urology or general... and I definitely remember having had one of the helpful CC stoma nurses call them as well. Now things work like clockwork... I haven’t been able to get them to auto ship though, but that may be my BC ins., I just have to go online and request a reorder every month.
No matter how many tubes or lubes I ask for (I’ve tried anywhere from 1-8) I get them and they are covered by my ins. I think at some point early on I told CC what I needed in the script and they just ok’d it. (8 catheters and surgilubes, various tapes and bandages, 60cc piston syringe, etc.) I also got EdgePark to send (and BC to cover) these great Allevyn Life silicone absobant bandages someone showed me when I was at CC last year. I was having lots of skin issues with mucus absorbency and tapes/glues of various solutions I had tried and these work perfect for me... now my surrounding skin is literally indistinguishable from the rest of my belly! The doc told them I needed them and I was just asked how many I needed “per change” (referring to my stoma as a “wound site” ) I use each one for two changes and change 4x/day so I get 60/month.
To Shavon, I know there is info in my account that they reference which indicates condition, doctor, and wound, so it doesn’t make sense that you would have to explain every month if they have that on file for you. Definitely call to explain your problem and plead nicely to escalate to a more senior CS person — It shouldn’t be too hard to straighten out where the process is breaking down once you get the right person. And make sure you have the appropriate contact at your doctors office calling in as they could be a part of the problem as well if they’re not communicating correctly.