Thank you for choosing Matia Mobility. Our goal is to ensure you have the equipment and support necessary to improve your mobility and independence. Please review this information carefully and keep it for your records.
1. Rights & Responsibilities
As a patient, you have the right to:
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Receive high-quality service and equipment without discrimination.
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Be informed of the scope of services we provide and any limitations.
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Participate in the planning of your care and the selection of your equipment.
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Privacy and confidentiality regarding your personal and medical information.
Your responsibilities include:
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Providing accurate health information and insurance details.
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Following the manufacturer’s instructions for equipment use.
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Notifying us immediately if the equipment is damaged or no longer needed.
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Meeting any financial obligations related to your equipment.
2. Warranty Information
Matia Mobility honors all manufacturer warranties.
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New Equipment: Most frames and electronic components are covered under a limited manufacturer warranty for one (1) year.
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Repairs: Labor performed by our technicians is guaranteed for 90 days.
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Exclusions: Warranties do not cover damage caused by misuse, accidents, or unauthorized alterations.
3. Service Availability (Scope of Services)
We provide specialized mobility solutions, including evaluation, delivery, fitting, and ongoing maintenance.
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Hours of Operation: Monday–Friday, 9:00 AM – 5:00 PM Mountain Time.
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Emergency Service: For equipment failures that pose a safety risk after hours, please call 801-997-1812.
4. Cleaning & Maintenance of Equipment
To ensure the longevity and safety of your device:
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Cleaning: Wipe down surfaces with a damp cloth and mild detergent. Do not submerge electronic components in water.
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Inspection: Regularly check for loose bolts, tire pressure, and battery health.
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Professional Service: We recommend a professional safety check every 12 months.
5. HIPAA Privacy Notice
Your health information is protected by law. We use your information only for treatment, payment, and healthcare operations. You have the right to inspect your records and request a history of disclosures. For a full copy of our Privacy Practices, please contact our Compliance Officer.
6. Infection Control & Equipment Instructions
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Infection Control: Always wash your hands before and after using your mobility device. If the equipment is shared, disinfect touchpoints (joysticks, armrests) frequently.
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Instructions: You have been provided with a manufacturer’s user manual. Do not operate this equipment until you have read the manual and received a demonstration from our staff.
7. Medicare Supplier Standards (The “30 Standards”)
As a Medicare-enrolled supplier, Matia Mobility meets the 30 standards established by the Centers for Medicare & Medicaid Services (CMS). These standards ensure we are a legitimate business, provide quality equipment, and honor all warranties. A full list of these standards is available upon request or at CMS.
8. Follow-Up Policy & Process
We are committed to your long-term success. Our follow-up process includes:
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Post-Delivery Call: Within 3 days to ensure you are comfortable with the device.
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Satisfaction Survey: We may contact you to gather feedback on our service.
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Ongoing Support: If your physical condition changes or the equipment requires adjustment, contact us to schedule a re-evaluation.
Device Setup Verification
> Device inspected for shipping damage
> Chest and knee cushions installed
> Battery charged
> Device powered on and operational
> Forward, reverse, and steering tested
Fit & Adjustment
> Foot platforms adjusted
> Knee supports adjusted
> Chest strap length adjusted – inside seat cushion
Controls & Operation Instruction
Customer was instructed and demonstrated understanding of:
> Power cut off switch
Needs to be on to charge.
Should be turned off for storage
> Control panel controls
Belt motor buttons
Power button
Battery charge level
Speed control
Wireless remote
Disable accessory motors button
> Manual wheel lock / unlock
> Indoor vs outdoor use
> Terrain limitations / incline sticker
Wheel Configuration (If Outdoor Wheels Purchased)
> Demonstrated removal of indoor wheels
> Demonstrated installation of outdoor wheels
> Explained when to use indoor vs outdoor wheels
Charging Instructions
> Charging port location shown
> Charger connection demonstrated
> Daily charging routine explained
> Customer instructed to leave battery cutoff switch ON while charging
User Training
> Practice entering and exiting device
> Practice starting and stopping
> Practice turning
> Practice navigating tight spaces / doorways
> Practice reversing
> First test drive completed
Maintenance Overview
> Tire inspection explained
> Cleaning instructions provided
> Belt inspection explained
> Storage recommendations provided
