Q. I am interested in your paperless system. What are the next steps?
A. Please contact us (1.800.967.6400 opt 2) and we will put you in touch with your local OIS representative who will set-up an on-site demonstration of the OIS Paperless system. Your representative will be able to answer any questions you might have and get you set up and trained on our system.
Q. I'm a clinician and not very experienced using computers or technology. Will I be able to use your Paperless system?
A. Yes! Our system was designed with you in mind, with ease-of-use and simplicity built into every step of the OIS Paperless program. Our team is ready and willing to assist you and your staff, with training and support provided by your OIS Area Manager, and our OIS Clinical Director and Director of Customer Technology Solutions.
Q. Is there any cost for the OIS Paperless tablet?
A. No; it is part of the service offering we provide to your clinic.
Q. What kind of set-up is involved for the paperless system?
A. Excellent question! We try to make it as quick and easy as possible for you, but understand we need some important information in order to do a proper installation and set-up of the system. Please consult your representative for specifics needed on your clinic's set-up and requirements.
Q. What are your hours of operation?
A. The office is open on Monday through Friday from 8 a.m. to 6 p.m. EST. 24/7 telephone support is available for patients on our pumps.
Q. Why do you have two different toll-free telephone numbers?
A. We have separate toll-free numbers, one for our OIS business office (1.800.967.6400 opt 2) and one for our OIS Patient-Nurse Connection telephone support line for patients (1.800.454.0062).
Q. How do I place orders for additional pumps or supplies?
A. We have several options for ordering of supplies based on your preference: 1) Online ordering (initial account set-up required), 2) Fax ordering (1.800.732.2905), 3) Order by Phone (1.800.967.6400 opt 2). Consult your OIS representative for details.
Q. What types of education materials do you have available that I can provide to our patients?
A. For OIS Paperless customers, we offer a series of patient education videos which can be found on the tablet or portal, in the "MSD University" section, "Patient Videos" folder. Our Patient Guides, given to each patient at time of service, provide information on the patient's specific pump and our company. Additional information for patients can also be found on this website in the "Infusion Solutions for Patients and Caregivers" section.
Q. We are interested in your ambulatory pump program. How do we get started?
A. Call our business office 1.800.967.6400 opt 2 and we will put you in touch with your local OIS area manager who will schedule an appointment for a presentation, answer any questions you might have, or for in-service training on our program. At the in-servicing we'll provide everything you'll need to administer our program--pumps, administration supplies, paperwork and patient education materials—and will educate your staff on the use of the pumps and paperwork.
Q. What type of training do you provide clinical staff on the use of the pumps?
A. Our area managers are highly trained and adept at programming and the use of ambulatory infusion devices. Our representatives will personally conduct an initial in-servicing of your staff as well as ongoing training. Additional printed materials are also provided for each device.
Q. How is preventive maintenance (PM) performed on the pumps?
A. For your convenience, OIS has an in-house Biomedical Services department. For larger practices, our Biomed Dept. will visit your practice once a year to conduct PMs on the pumps. For smaller practices, we will work with you to send in your pumps for PM via UPS.
Q. What do I do if a pump stops functioning?
A. During regular business hours, call our office (1.800.967.6400 opt 2) and we will send you a replacement pump, along with packaging and a shipping label, so that you can return the malfunctioning pump for diagnostic assessment. In the event of an emergency occurring after-hours, please call our technical support line for assistance (1.800.454.0062).
Q. What type of cost is involved?
A. There is no charge for your clinic or hospital to use our program. We provide the pumps, supplies and patient education materials all at no charge to you. We bill your patient's insurance company for the use of the pump and supplies while you bill for the drug and administration of the drug.
Q. The standard size OIS fanny pack does not fit our larger patients… do you have any other options?
A. Yes, larger patients can use shoulder pouches which can accommodate patients with waist sizes up to 60". Please let us know if you have a need for these.
Q. What do I do if my patient needs assistance after hours?
A. We have technical assistance for your patients on the pump after-hours, on holidays and weekends through our Patient-Nurse Connection. An oncology nurse is available to answer any questions your patient may have that are specifically related to the pump.
Q. Is it OK to use signature stamps for our physicians?
A. No. To learn more about this change, click here.
Q. Do I have to use the same pump on the patient?
A. No. Simply note the change in pump and serial number on the patients' DME Treatment Log.
Q. Will my patients be contacted by someone from your office?
A. All patients receive a welcome letter from OIS which describes our company and services and the patient's current insurance benefits.
Q. If your on-call staff receives an after-hours call from one of our patients, will we be notified?
A. Yes. An On-Call Report will be faxed to your office by 10:00 a.m. the next business day with detail of any on-calls we have received from your patients.