WASHINGTON—The American Academy of Sleep Medicine (AASM) recently sent a letter to UnitedHealthcare, raising concerns about the use of Synapse Health for durable medical equipment (DME) fulfillment for continuous positive air pressure (CPAP) therapy. The letter outlined member‑reported issues affecting patient access to care and clinical workflows.
AASM shared that members have experienced operational barriers associated with Synapse Health, including delays in initiating medically necessary CPAP therapy and increased administrative burden for patients, clinicians and DME suppliers. These challenges may disrupt continuity of care and hinder timely treatment for patients with sleep‑related breathing disorders.
In the letter, AASM asks that UnitedHealthcare:
1. Assess and address delays in PAP and respiratory DME fulfillment associated with the current Synapse Health workflow, including portal functionality, documentation requirement workflows and communication pathways
2. Ensure that beneficiaries and prescribing clinicians receive timely status updates, and that orders are not canceled without transparent notification and clear next steps
3. Ensure that any denial or non-approval is accompanied by clear guidance on appeal options and alternative pathways to medically necessary treatment
4. Confirm that UnitedHealthcare’s delegated/vendor processes for DME fulfillment support Medicare-aligned best practices for consumer services, delivery/set-up, beneficiary training and follow-up, consistent with Centers for Medicare & Medicaid Services's DME, prosthetics and orthotics supplies quality expectations
5. Review whether restrictions on supplier–patient communication are contributing to access barriers and whether beneficiary support can be strengthened in a manner consistent with responsive service and complaint handling expectations reflected in
Medicare supplier standards