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07/06/2003 Archived Entry: "InnoMed: another example of a company that "gets it""

I have sleep apnea, a condition for which I require a device called a CPAP machine. This device supplies pressurized air while I sleep. Finding a comfortable mask is trickier than it sounds.

The folks at InnoMed created a new style of mask, which is similar to a super-size nasal cannula. I had some problems with my InnoMed NasalAire when I first received it, but the company promptly addressed my problem...

A bit more explanation: There are many kinds of CPAP masks on the market. Except for a few very unusual designs, they break down into three categories: full-face masks, which cover the nose and mouth like an oxygen mask (and are rarely used because they aren't very comfortable); nasal masks, which are like miniature oxygen masks which cover only the nose; and nasal pillows, designs that have prongs which are directly inserted into the nostrils (or "nares" in medical terms).

When I was first diagnosed, I was given a nasal mask. The first one was quite heavy and tended to create sores. Following advice from the {{link news:alt.support.sleep-disorder sleep disorder newsgroup}}, I tried a different nasal mask, the Ultra Mirage, which was lighter and less prone to creating sores, but it was still awkward and made it difficult to sleep in my accustomed position.

When it was time for my next mask replacement, I tried the Mallinckrodt Breeze headgear (now sold under the Puritan Bennett brand). Overall, the Breeze was comfortable, but due to the size of my nostrils and the shape of my head, I could never get it to seal up well. From what I read, people with a more typical head enjoy the Breeze quite a bit, even though it requires careful handling to avoid breakage. The Breeze has a standing problem with the plastic parts breaking. While its innovative design makes it comfortable and easy to wear, the Breeze's plastic parts are subject to a lot of stress and are known to crack or break, often within a few months' use.

As you can see in this picture, the NasalAire has a pair of silicone tubes that go from the nosepiece, over the ears, behind the head, and end in a swivel connector which attaches to the main air hose. The nosepiece goes further into the nostrils, which works better for me. It also doesn't have the spring-steel clamp design of the Breeze, so it's not sensitive to head shape.

The problem I had with the NasalAire is that the silicone tubes tended to flex a lot, to the point where they would crimp shut in the night from the weight of the hose or my sleeping position. This could cut off airflow to the point where I didn't feel I was getting the benefit of the CPAP.

I sent email to InnoMed through their website. I very quickly got a reply from Cathy at InnoMed, who asked me to call her and discuss the problem.

Cathy was very helpful, and asked a few questions about my setup. She determined that I had a set of hoses which weren't quite up to par. She said she'd send me a new set of hoses, free of charge.

The new hoses arrived today via U.S. Mail. They're a bit thicker (and thus less likely to crimp), and they have a redesigned internal ribbing system to prevent crimps from creating complete blockages.

This is an example of excellent customer service, and forward thinking on InnoMed's part. My experience has been that medical supply manufacturers prefer that you work through your Durable Medical Equipment (DME) provider. In my case, my insurance limits me to a particularly poor DME, Apria Healthcare. (I think Apria could be a poster child for poor customer service, but that's a topic for another 'blog.)

In InnoMed's case, their product is new, a bit unusual, and not yet widely prescribed. In fact, Apria doesn't stock it; they had to special order the NasalAire for me. InnoMed is wisely providing excellent customer service, perhaps in recognition of the limited support they're getting from major DMEs.

The cost of sending me a new part, both the manufacturing cost and the shipping, is low compared to the profit InnoMed stands to make from a happy customer. Will I be more likely to buy more InnoMed products now? You bet--because I know they won't leave me with something that's not working. Will I recommend InnoMed? Well, you're reading this 'blog entry... what do you think? :)

Compare this to the Puritan Bennett Breeze headgear. The warranty on the headgear is 90 days; the breakage typically occurs later, meaning that one has to purchase a replacement part. The company has tried to redesign the part several times, but it's not easy to get the latest part out of the DME, and the redesigns haven't all been successful. By not being as forthright with the problem, and not working directly with affected customers, I think Puritan Bennett is hurting themselves by encouraging Breeze users to consider alternatives, like the NasalAire, for their next replacement.

Posted by Rob @ 05/27/2005 11:19 PM ET

The NasalAire seemed great at the time. It was a lot better than the other products available. The NasalAire II had improvements, but I felt the headgear was a big step backwards in many respects. I also found that my nose was increasingly irritated by the pressure of the mask inside my nares. There were also some posts in the sleep-apnea newsgroup from NasalAire users who claimed to have permanently enlarged nares due to NasalAire use.

The final thing that got me to switch masks was that the NasalAire silicone tubing became rigid to the point of easily crimping in less than six months, meaning that the mask was almost unusable by the time my insurance provider at the time would pay for a new one.

I'm currently using the ResMed Mirage Swift mask. It's a nasal-pillows sort of setup, kind of a hybrid between the NasalAire and the Breeze. It's more durable, and generally more comfortable. However, it does work best if you add an additional piece of Velcro so the hose is attached to the strapping at two points rather than just one. It's also asymmetrical—the hose comes out on one side, so you can lay comfortably on one side but not necessarily the other. (You can choose which side.) It's not ideal, but it's the best one yet.

Posted by Francis Wilson @ 07/02/2004 01:08 PM ET

I am looking for an air deleivery sysetm that will deliver CPAP heated humified air that is not cumbersome to wear nor irritating to my nose and face. I began CPCP therapy six years ago and use it every night, but the bulk of ADAM headgear is irritating. The Breeze pillows fit well one night and not so good the next night and the Breeze is subject to breaking because of the materials used. I have heard that the Nasalaire requires careful fitting. My Medicare supplimental insurance uses only one supplier and they do not provide the Nasalaire product. How do I go about learning what size Nasalaire to order from an alternate supplier? Do you have sizing charts or measuring devices. I will appreciate your answer to this question.

Thanks,

Francis Wilson

Posted by J.Stewart @ 08/28/2003 03:53 PM ET

Intolerance of the mask is often the reason people underutilize or abandon therapy. This is why a products like the Innomed NasalAire and NasalAire II are so revolutionary. They address and in most cases, correct the problem.

Posted by Calif, Dr. @ 08/11/2003 03:06 PM ET

I just would like you to know that this new little company, Innomed Techologies, has become a giant in the sleep industry in a little over a year. Why? Because Doctors can count on that company to make sure the patient gets the customer service they need to become compliant with their CPAP. Their products are good, but it's the customer service (in case a patient gets an improper size, etc.)that makes us feel secure enough to make the nasal aire medically necessary on the script pad.

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