Complaints and Grievances

How to raise a complaint

Call (800) 304-7030 and say you want to make a complaint, email intake@scottsmedsupply.com, or write to us at PO Box 1484, Boca Raton, FL 33429-1484.

You can complain on behalf of someone you care for. You do not need to use any particular form of words.

What we do with it

Medicare supplier standards 13, 19 and 20 require us to have a complaint resolution protocol, to keep a record of every complaint at our physical location, and to record the complainant’s details, a summary of the complaint, and the actions taken to resolve it. We do that.

• We acknowledge your complaint and give you a reference.
• We investigate, which usually means pulling the order record, the delivery documentation and the call notes.
• We tell you what we found and what we are doing about it.
• We record the outcome, because patterns in complaints are how a supplier finds out what it is doing badly.

If you are not satisfied with our answer

• Medicare beneficiaries: call 1-800-MEDICARE (1-800-633-4227), TTY 1-877-486-2048, or use medicare.gov.
• Florida licensing: the Florida Agency for Health Care Administration (AHCA) regulates home medical equipment providers — ahca.myflorida.com.
• Privacy complaints: the HHS Office for Civil Rights — see our Notice of Privacy Practices.
• Suspected fraud: the HHS Office of Inspector General hotline, 1-800-HHS-TIPS.

Unsolicited calls

Medicare suppliers are prohibited from cold-calling beneficiaries about equipment (supplier standard 11). We do not do it. If someone calls you claiming to be from Scotts Medical Supply offering equipment you did not ask for, it is not us — please tell us, and report it to 1-800-MEDICARE.