Trouble Shooting Nebulizer Roleplay

Trouble Shooting Nebulizers

Sally Testa

James Miles

Peter Cover

Laura Hendriks

Dennis Bell

Ima Duhn

Richard Parker

Joan Lake

Laura Hendriks

"My nebulizer isn't misting as much as it used to, what should I do? "

"Oh wow, my filter is green! I will replace it right away and call back if the issue persists- thank you!"

Neb filters should be replaced every 2-3 months. Patients are able to purchase them at cash price for $2.00 or we may be able to request a prescription from their provider!

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James Miles

"When I turn on the nebulizer, the compressor turns on but nothing happens, what should I do? "

"Yes, I see. My tubing was not securely connected to the nebulizer, let me fix this...My medication is nebulizing, Thank You!!"

The tubing can be a challenge for some patients to get a solid-secure connection. The tubing must fit AIR TIGHT for the compressed air to travel through the tubing to nebulize the medication. Sometimes a family member/friend might be able to assist in the application.

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Sally Testa

"My dog chewed up my tubing in the order I received last week, can you send a new set of tubing by itself? "

"I understand you typically do not send supplies by themselves but thank you so very much for making an exception! I will be sure to keep Fido out of my orders!! "

Usually we try not to send supplies on their own but we can escalate the question to a Team Lead or Manager. They will make the judgment call after reviewing the patient profile; case by case.In the event the supplies-only order does not get approved by the Team Lead/Manager we can advise the patient to obtain the supplies at a local DME supplier.

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Peter Cover

"My machine started getting really hot when I turned it on, is that normal? "

"I had no idea that the nebulizer had to be plugged into a wall outlet, I have it plugged into my extension cord with my wifes curling iron, hair dryer, phone charger, and laptop!"

It is best practice to have the nebulizer compressor plugged into a wall outlet and not a power strip or extention cord. This can cause the nebulizer to work harder than it should to dispense the medication.

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Dennis Bell

"I've had my machine for 8 years, why now is it taking longer for my treatments?"

"Yes, I have had my nebulizer a long time! I was not aware that after five years I could get a replacement!"

If the patient has had their nebulizer more than 5 years; we should offer a replacement.For non commercial patients: request new rx from provider and dispense new machine. For commercial patients: offer new nebulizer at cash price: $60

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Ima Duhn

"There is mist coming out of the other side of the tubing when I turn on my machine, it's wasting my medication! "

"Thank you for explaining that this is a normal occurance, I thought all of my medication was being wasted!"

When a patient is taking a nebulizer treatment, it is normal to see some nebulized medication leave through the corrugated tubing, this is expected and calculated into each treatment. The patient is still getting the effective amount of medication.

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Richard Parker

"The nebulizer that DirectRx sent me two years ago is making a strange noise when I turn it on! "

"Wow! Thank you for taking the time to complete the replacement form, and I look forward to my replacement!"

After you have helped the patientt troubleshoot all supplies including the tubing, filter, medication cup and baffle; we can fill out a Nebulizer Replacement Form with the patient and have a new nebulizer sent directly to them!

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Jaon Lake

"The PAri Vios Nebulizer that DirectRx sent me a month ago is making a strange noise when I turn it on! "

"Oh, I see! I will reach out directly to manufactuerer at 1-800-FAST-NEB (327-8632), thank you!"

Patients with concerns about their PARI equipment should be directed to the manufacturer’s support line if we are unable to assist: 1-800-FAST-NEB (327-8632)Pari will help them troubleshoot and issue a replacement if deemed appropriate. This is applicable to ANY Pari supply item (Pari mask, Pari LC reusable set)This will minimize our supply reships as well!

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It is important to remember that if a patient seems angry or upset, they are more than likely frustrated with the situation and not YOU! Try to help the patient to the best of your ability but as always, if the conversation gets too detailed and you are unsure, please reach out to a Team Lead or the Pharmacy Team!