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Frequently Asked Questions (FAQ)

 

Placing Your Order

How do I place an order?

How can I contact your customer service team?

When will my order ship and how can I track it?

Can I save an order and come back to it later to finish the purchase? 

Will my order be charged Sales Tax?

Is my personal and order information safe?

What is your return policy if the mask or machine I purchase doesn't work for me?

Will you price-match an online competitor?

Do you sell used products or offer trade-ins?

 

Checking Your Insurance Coverage

Is Easy Breathe able to work with my insurance? How can I check?

Do you accept Medicare, Medicaid, or Tricare coverage?

Going through insurance seems complicated. How exactly does your process work?

How do I submit my own insurance claim for reimbursement if I purchase from Easy Breathe?

How often am I eligible for new equipment through my insurance?

How long does it take to complete an order through insurance?

What if there's an unforeseen problem with my insurance after I receive my order?

 

Your CPAP Mask and Supplies

What are the different types of CPAP masks and how are they different?

What are your most popular masks, and why do people like them?

How do I figure out what size mask I should wear?

How can I tell which mask, tubing and filters will be compatible with my sleep apnea machine?

My mask leaves red marks on my face. Is there anything I can do to prevent this from happening?

What can I do about mask leaks?

Masks make me feel claustrophobic. What should I do?

How should I clean and maintain my CPAP supplies?

Do you have a retail store where I can try on masks?

 

Your Sleep Apnea Machine

What is a CPAP or APAP Machine?

What is a Bilevel, BiPAP or VPAP machine? How are they different from a CPAP?

How do I know if I need a CPAP or a Bilevel machine?

What does an "Automatic" or "Auto-titrating" machine do? What are the advantages of getting one?

What are your most popular machines, and why do people like them?

Can I pay for my new machine in installments?

What are the benefits of adding a humidifier to my sleep apnea machine?

How will I set up my new machine if I purchase it from Easy Breathe?

I need to provide a "compliance report" for my machine. How can I get one if I purchase from Easy Breathe?

Does my machine come with a manufacturer's warranty?

I travel a lot. What are the smallest and lightest machines I can take with me?

Can I run my CPAP or Bilevel machine on battery power?

 

Your Prescription

 Do I need to have a prescription to order from Easy Breathe?

What does my prescription need to include? How can I check if it is still valid?

How do I send you my prescription?

I don't currently have a doctor who can write me a new prescription. What are my options?

 

Sleep Apnea and Home Sleep Testing

What is sleep apnea?

What are the signs and symptoms of sleep apnea?

How do I get tested for sleep apnea? Do I have to go to a sleep laboratory?

How does the home sleep test work?

What if I don't have a doctor who can order and interpret my home sleep test?

 

 

  •  How do I place an order?

When you find the product you would like to purchase, just click the "Add to Cart" button. Then choose your Checkout method (PayPal or Secure Checkout). Follow the prompts to enter your billing and shipping information to submit your order.

If for any reason you’re having trouble placing your order, our customer service staff will be happy to place it for you. Just give us a call at 866-564-2252. You will receive an email confirmation with a unique order number when your order has been sucessfully placed. 

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  • When will my order ship, and how can I track it?

Any order placed before 1 p.m. EST (Eastern Standard Time) will be shipped out on the same business day. If your order is placed after 1 p.m. EST, it will be shipped on the following business day. Business days = Monday through Friday, excluding national holidays.

Our standard shipping arrives within 3-6 business days after the day your order is shipped. We have expedited shipping through FedEx available for faster delivery. 

We will email you the tracking number for your package as soon as it is available. Depending on which shipping option you selected, this email is sent to you within 1-2 business days after your order is placed. 

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  • Can I save an order and come back to it later to finish the purchase?

Yes, absolutely. Simply create an Easy Breathe account with your email address to save your information and the items in your shopping cart. Then you can log in at a future date to complete your order. 

Once you create an account or place an order over the phone with one of our representatives, your payment information is saved for fast and convenient reorders.

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  • Will my order be charged Sales Tax?

If your shipping address is within the State of California, we are required to collect sales tax by the State Board of Equalization at the rate prescribed. If your order is shipped outside of California, there is no sales tax applied to your order. 

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  • Is my personal and order information safe?

Please see our company's privacy policy. We will not sell or distribute your personal information to third parties.

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  • How can I contact your customer service team?

For assistance, please call us at 866-564-2252. We can also be reached through our online chat feature - just click the "chat LIVE Now!" button at the top of your page. You can also submit an online contact form by clicking here and one of our representatives will respond to your inquiry. 

Our customer service hours are 7 a.m. to 7 p.m. PST (Pacific Standard Time) on weekdays. We are also open from 7 a.m. to 4 p.m. PST on Saturday. 

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  • What is your return policy if the mask or machine I purchase doesn't work for me?

We understand that CPAP therapy varies for each individual, and that it takes some time to find the equipment that works best for you. If you purchase your equipment from us, our customer service team will do their best to troubleshoot technical problems and resolve any issues you may be experiencing. 

To initiate a return, please contact our customer service team within 90 days of the original shipping date of your order. While we have a generous exchange policy for our products, we do not offer refunds. Please click here to read a complete description of our Shipping and Returns Policy. 

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  • Will you price-match an online competitor?

Price-matching is done on a case-by-case basis. As an authorized supplier for the manufacturers we partner with, we will normally only price-match other authorized distributors.

To submit a price-matching request, please email a direct link to the product on a competitor's website to [email protected]. One of our senior staff members will review your request and respond within one business day. 

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  • Do you sell used products or offer trade-ins?

All of our products are brand new. We do not carry any used or refurbished equipment and do not offer trade-ins at this time. 

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  • Is Easy Breathe able to work with my insurance? How can I check?

We are able to work with most private PPO plans, including PPOs that replace Medicare coverage. We are not able to work with HMO or EPO plans, Medicare supplements, or other plan types with limited coverage. 

If you aren't sure which type of insurance your have, or would like to see how much your PPO would cover through us, one of our insurance specialists would be happy to check that for you. Click here to fill out one of our contact forms, and our representatives will call your insurance company for you to gather all the necessary information. 

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  • Do you accept Medicare, Medicaid, or Tricare coverage?

We are not contracted with Medicare, Medicaid, or Tricare and are not able to work with those programs at this time. But we are still a great option for anyone looking to get their equipment as quickly and hassle-free as possible. We can sell many replacement supplies without a prescription and ship items right away. Many Medicare and Medicaid-contracted providers will take weeks or even months to ship your supplies, and they often will not provide you with high-quality brands such as ResMed. 

Please contact our customer service team for a quote on any supplies you may need! 

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  • Going through insurance seems complicated. How exactly does your process work?

There are a few steps to bill your insurance, but don't worry – most of the work is on us! Here is how the process works:


1. First, we would gather your insurance information to verify your coverage for CPAP supplies.
Click here to fill out one of our contact forms, or call us at 866-564-2252 to get started. 


2. Once we have that information, one of our insurance specialists will call your insurance company to get a summary of your coverage. Then we will give you a call and/or email back to discuss your benefits and your options moving forward. 


3. In order for us to bill your insurance, we are required to have a doctor's prescription on file. If you don't have a copy of your prescription, don't worry! We'll be happy to contact your doctor and request a new Rx on your behalf. 


4. Once we have your signed prescription on file, we will call you to take your order. 


5. Before your order ships out, there is a final quality control step where we will make sure everything is in order with your insurance and all the necessary documentation has been submitted and approved by them. This step normally takes no more than 24-48 hours, but we will inform you of any delays in processing your insurance.

6. After the final approval, your order will be shipped directly to your home!

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  • How do I submit my own insurance claim for reimbursement if I purchase from Easy Breathe?

If you prefer to submit your own claim to insurance, we can help you with that process as well. First, you should call the Member Services phone number on your insurance card to ask about their procedure for claim submission.

After your order is placed, you can contact us by phone or by email to request any additional documentation to submit with your claim. For most insurance carriers, you will need an itemized invoice with "HCPCs codes" (insurance billing codes) for each item. We can assemble this for you and send you the file by email.

If you would prefer to do this yourself, click here to read more about HCPCs billing codes and how to use them.

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  • How often am I eligible for new equipment through my insurance?

Almost all insurance companies follow the same guidelines as Medicare. Most CPAP supplies will be replaced on a 1-month, 3-month, or 6-month schedule, and new machines are covered once every 5 years. Click here to view the full replacement schedule.

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  • How long does it take to complete an order through insurance?

The benefit of insurance is that there's often little or no out-of-pocket cost to you. However, because of insurance requirements, the time frame can vary from person to person. We will be working closely with your doctor's office to get your prescription and any medical records requested by your insurance company, so an important part of the process will depend on their office responding to us as soon as possible. 

However, be assured that we will do everything we can to get you the products you need. If you've already been in touch with us about getting your benefits verified and you’d like a status update, feel free to ask! We'll be happy to talk to you about any concerns or questions you may have.

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  • What if there's an unforeseen problem with my insurance after I receive my order?

We have many checks in place to ensure that the benefits quoted to you are complete and accurate. But even with the best preparation, insurance companies can be unpredictable. Unlike other providers who may "balance bill" you for any amount that is not covered by your insurance, your responsibility to Easy Breathe is paid in full at the time your order is approved for shipment by our staff. We will never bill you for the difference in the event that your claim is denied or underpaid. 

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  • What are the different types of CPAP masks and how are they different?

There are 3 main categories of CPAP masks, all with their own pros and cons. Most CPAP users will keep several different kinds of masks at home to fit their changing needs from day-to-day.  Not sure which would be best for you? Click here to use our simple Mask Finder tool to get a quick recommendation based on your needs. 

1. Full-Face Masks: These masks cover both your nose and your mouth. We recommend this to anyone who breathes with their mouth open, or anyone who has frequent problems with allergies and nasal congestion. 

2. Nasal Masks: These masks cover just your nose. Many CPAP users prefer this style because they are not as heavy as a full-face mask, while still having the stability of a cushion seal. 

3. Nasal Pillow Masks: These masks fit up inside your nostrils and are the smallest and most minimal of the 3 mask styles. We recommend this style to CPAP users experiencing skin irritation, since they have the least amount of contact with your face. 

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  • What are your most popular masks, and why do people like them?

Click here to read our blog post about our Top 10 CPAP Masks, with links and descriptions of each model. For more information, please feel free to contact our staff at 866-564-2252.

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  • How do I figure out what size mask I should wear?

Most full-face and nasal masks have printable sizing templates to measure the size of your face. Click here to view a list of all available sizing templates. 

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  • How can I tell which mask, tubing and filters will be compatible with my sleep apnea machine?

All masks are compatible with all machines, regardless of the brand or manufacturer, so feel free to mix and match!

Click here to read our complete guide for finding the right tubing and filters for your machine.

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  • My mask leaves red marks on my face. Is there anything I can do to prevent this from happening?

There are a couple things that you can try when this problem occurs. 

1. Are you over-tightening your headgear? If you find that you are having to pull the straps extremely tight in order to get a good seal, you could be wearing the wrong size mask. Click here to view a list of mask sizing templates. 

2. If this is an older mask that used to work very well, you may be overdue for a new cushion. Over time, the silicone in the cushion wears down and it is more difficult to get a good seal, resulting in you having to pull your headgear much tighter than before. 

3. We have many products designed to make your mask more comfortable and prevent marks. Click here to view our cloth mask liners, which sit between your skin and the mask. If the bridge of your nose is a problem area, we recommend a gel nasal pad

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  • What can I do about mask leaks?

Click here to read our complete guide on fixing leaks and other common mask fit problems.

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  • Masks make me feel claustrophobic. What should I do?

Claustrophobia is a common problem, especially if you have been newly diagnosed. Click here to read our guide on dealing with this issue. 

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  • How should I clean and maintain my CPAP supplies?

We carry a variety of cleaning products specifically designed for your sleep apnea supplies. Click here for the products that we carry. The leading manufacturer, ResMed, also has an excellent guide on caring for their equipment: Click here to read more

An important part of maintenance is also knowing when to replace your equipment. Designed for comfort, most CPAP supplies are disposable. The more often you change them, the better they perform and the more hygienic the overall experience is. If not replaced, mask cushions can develop leaks, filters clog and allow dust and pollen into your airway and over-stretched headgear require extreme tightening, which causes discomfort. Click here to view the recommended replacement schedule from Medicare.

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  • Do you have a retail store where I can try on masks?

Our corporate office is located in Los Angeles, CA, but we do not carry merchandise in our office and it is not a retail location. All products are shipped directly to our customers from our warehouse. If you’re concerned about a mask fitting issue, please let us know. We have a generous return and exchange policy, and we want to help you find the right products to keep you healthy and compliant with your CPAP therapy.

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  • What is a CPAP or APAP Machine?

CPAP stands for Continuous Positive Airway Pressure. A CPAP machine is a unit designed to deliver steady air pressure through a tube and mask of your choice. This pressure opens the airway of people with Obstructive Sleep Apnea and helps them breathe while they are asleep. 

There are two main types of CPAP machines. The first is a traditional CPAP, which delivers one constant level of air pressure throughout the night. The second type is a newer kind of machine, called an Auto-CPAP or APAP machine. These machines can sense the level of pressure you need based on your breathing patterns, and will adjust the pressure level up and down throughout the night to meet your needs as they change. 

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  • What is a Bilevel, BiPAP or VPAP machine? How are they different from a CPAP?

Bilevel machines are similar in function to a CPAP machine. They are both designed to supply you with air pressure to help you breathe at night.  The main difference is that where CPAP machines only supply one level of air pressure, Bilevel machines are designed to give you two pressure levels: one for when you are breathing in, and another lower pressure when you are breathing out. This feature makes therapy more comfortable, especially for patients who are on a high pressure level. 

BiPAP machines and VPAP machines are the brand names used by the two leading manufacturers, ResMed and Respironics, for Bilevel machines. All three terms refer to the same kind of machine. 

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  • How do I know if I need a CPAP or a Bilevel machine?

The type of equipment that you should use is an important decision that should be made by your doctor or sleep specialist. Most people with Obstructive Sleep Apnea are prescribed a CPAP machine for their condition. If you require higher pressure levels, or if you have other respiratory conditions besides Obstructive Sleep Apnea, your doctor may prescribe a more specialized Bilevel machine to help you. You should consult your doctor about your condition and which type of equipment would be best to treat it. 

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  • What does an "Automatic" or "Auto-titrating" machine do? What are the advantages of getting one?

An Automatic or "Auto-titrating" machine is designed to adjust your pressure levels throughout the night based on your breathing patterns. Whereas fixed-pressure machines need to be set at a single pressure, Automatic machines do not need to be pre-set because they will adapt to each person's needs. 

One advantage to switching to Automatic is that your breathing needs may have changed over the years - and if you are still on a fixed-pressure unit, you may not even know it. If your sleep study was performed a long time ago, your pressure requirements may be higher or lower today now that you have aged, gained or lost weight, changed sleeping positions or experienced other changes in your health. With an auto-titrating unit, you can rest assured that you are always getting the optimal level of pressure. 

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  • What are your most popular machines, and why do people like them?

Our top-selling CPAP and Bilevel units are produced by ResMed. Their units tend to be smaller, lighter and quieter than their competition. Click here to view the Airsense 10 Autoset, their latest model with built-in humidification. If you prefer a machine without a humidifier, we would recommend its predecessor, the S9 Autoset.  They also make a line of Bilevel machines with similar features. 

Click here to read a more in-depth guide to our most popular models.

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  • Can I pay for my new machine in installments?

 We offer payment plans for the most popular CPAP and Bilevel machines. No credit check or pre-approval is required for our payment plans. The payment schedule consists of a down payment of approximately 50% of the purchase price, followed by 12 monthly payments.

To see a breakdown of the eligible machines and their payment plan pricing, click here.

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  • What are the benefits of adding a humidifier to my sleep apnea machine?

A heated humidifier is a great feature to make your CPAP therapy more comfortable. By warming and humidifying the air, patients find that they experience less dryness and irritation in their mouth, throat and nasal passage, which is a common problem for CPAP users. Click here to read our full article on the benefits of humidification.

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  • How will I set up my new machine if I purchase it from Easy Breathe?

If you purchase a machine from us that requires specific clinical settings, we will set the machine for you based on your doctor's instructions before it is shipped to your home. However, most CPAP users are switching to Automatic machines, which actually do not need to be pre-set since they will set themselves according to your needs.

Whichever type of machine you decide to purchase, if you would like to make any changes to the clinical or comfort settings of your machine (such as humidification, ramp time, or pressure relief functions), our customer service team can walk you through how to make those adjustments over the phone or through our live chat feature. If remote assistance is not enough, we can also put you in contact with a licensed respiratory therapist in your area. Please contact our customer service team for more information.

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  • I need to provide a "compliance report" for my machine. How can I get one if I purchase from Easy Breathe?

A compliance data report is generated from the memory card of your CPAP machine. This report contains data about your CPAP therapy, including the days and number of hours you have used your machine. Some insurance companies and employers will require you to provide this information if you have sleep apnea. 

If you do not have a doctor who can generate a report for you, our staff at Easy Breathe is happy to help. If you purchased your machine from us, we can generate regular reports for you at no charge  - simply speak to a representative at 866-564-2252 to get our mailing address and a case number for your data card to get that set up. If you did not purchase your machine from us, we can provide this service for a fee: click here to learn more.

If you want to avoid the hassle of sending a data card back and forth, the newest generation of sleep apnea machines are Internet-enabled to send your compliance to us wirelessly. Click here to view our top-selling machine with this capability.

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  •  Does my machine come with a manufacturer's warranty?

Yes. CPAP and Bilevel machines have a warranty of 2 years or more, depending on the specific manufacturer. For humidifier units, the warranty is 1 year or more. Please contact our customer service team for information about the specific model that you are interested in. 

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  • I travel a lot. What are the smallest and lightest machines I can take with me?

Our top-selling travel CPAPs are the Z1 Auto and the Z1 Base CPAP, both weighing in at just 10 ounces. The main differences between the two models is that the Z1 Auto will automatically adjust the pressure according to your breathing, and it is also compatible with the Z1 Nitelog App for your smartphone.  Both Z1 models also have an optional battery pack that you can add on. 

Travel-size CPAPs are ideal for short trips, but may not have all the features (such as a complete humidifier unit) that your machine at home would have. For a full-size CPAP machine that will give you the best of both worlds, we recommend the Airsense 10 Autoset. While larger than the Z1 (at just under 3 lbs), it is still a good size for travel and comes with a convenient travel bag. 

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  • Can I run my CPAP or Bilevel machine on battery power?

 Yes! We carry a variety of power solutions. Our top-selling CPAP battery is the C-100 Battery - click here to view. However, if you use a ResMed brand machine, there are some additional converters you will need to use with that battery to make it compatible and avoid damage to your machine. For a battery that is directly compatible with ResMed S9 and Airsense 10 series machines, we recommend the Medistrom Pilot-24 - click here to view.

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  •  Do I need to have a prescription to order from Easy Breathe?

If you are not going through your insurance, no prescription is required for replacement supplies such as tubing, filters, and mask parts. To get a mask system without an Rx, it must be put in your shopping cart as 2 different items: a mask frame without headgear, and the headgear straps separate.

Click here to view all non-Rx mask frames. All of the products featured on this page have an easy add-on option for the headgear to complete your mask system. If you need assistance with this process, please call us at 866-564-2252 and we will place your order for you. 

If you are getting a new CPAP, Bilevel, or humidifier unit, a prescription will be required with or without insurance. 

If you are going through your insurance, a prescription is required for all machines and all replacement supplies. This is because we are required to show medical necessity in order to bill your insurance company. 

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  • What does my prescription need to include? How can I check if it is still valid?

A valid, legible prescription will have the doctor's name and credentials, hand-written or electronic signature, the date it was signed, and the patient's name.

In general, prescriptions are valid for 8 years, unless the doctor has written another expiration date for it. The doctor does not have to write a specific model or brand name for your equipment: for example, "New CPAP Machine and Replacement Supplies" will be valid for almost all items in our store.  However, if the doctor notes that "substitution is prohibited," then we must send you the specific brand or model that was ordered by the doctor. 

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  • How do I send you my prescription?

If you have an electronic copy of your Rx, you can email it to [email protected]. You can also have it faxed to us at  (877) 883-9709. If you have created your own Easy Breathe login, you can also upload a prescription and attach it to your account. Just click on "My Account" next to your shopping cart to get started. 

You can also mail a physical copy of your prescription to the following address:

Easy Breathe, Inc.  - 11859 Wilshire Blvd. Suite 602, Los Angeles CA 90025

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  • I don't currently have a doctor who can write me a new prescription. What are my options?

Our unique service allows current CPAP users to renew their prescription for equipment quickly and easily. Click here to read more about our CPAP Rx Prescription Package.

If you have never been diagnosed with sleep apnea and are not currently using a CPAP, we have another package that will allow you to get tested for sleep apnea. Click here to read more about our Easy Sleep Apnea Test.

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  • What is sleep apnea?

Sleep apnea is a disorder in which a person’s breathing pattern is irregular or interrupted while they are asleep. People with this condition will stop breathing periodically throughout the night in episodes called "apneas". In severe cases, this can happen hundred of times each night, resulting in the brain and body not receiving enough oxygen. The brain must partially "wake up" throughout the night to ensure that the body begins breathing again - resulting in a terrible night's rest. Sleep apnea is linked to a number of other health concerns such as obesity, high blood pressure, and narcolepsy.

There are two types of sleep apnea:

•  Obstructive Sleep Apnea (OSA): OSA is the most common of the two forms of sleep apnea. It is caused by a physical blockage of the airway, usually when the soft tissue in the back of the throat collapses during sleep. Positive air pressure from a CPAP or Bilevel machine helps prevent this collapse from happening. 

•  Central Sleep Apnea (CSA): Unlike OSA, patients with CSA do not experience a physical blockage of their airway. Instead, patients with CSA stop breathing because their brain fails to send the proper signals to their muscles throughout the night. People with Central or Complex Sleep Apnea will need a special type of machine known as a servo ventilator (SV), which helps maintain their breathing rhythm.


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  • What are the signs and symptoms of sleep apnea?

Click here to read our full article on the most common signs, symptoms and risk factors for sleep apnea.

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  • How do I get tested for sleep apnea? Do I have to go to a sleep laboratory?

You have the option of being tested in your home or visiting a sleep lab for an overnight study. Both types of tests will record your oxygen levels and the number of apneas and hypopneas (moments in which your breathing stops or slows down) you have during the night. Your Apnea-Hypopnea Index (AHI) is the main diagnostic criteria that a doctor would look at to determine if you have sleep apnea and its severity.

The main difference between a home and laboratory test is that the home sleep test cannot recommend a specific pressure setting for your CPAP, as an in-lab titration study would. However, this does not affect most patients as the CPAP machines made today are automatic, meaning they will set themselves based on your breathing patterns. For many patients, home sleep testing is the fastest and most cost-effective way to be diagnosed. 

Click here to read our full article on the topic.

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  • How does the home sleep test work?

The home sleep test is delivered to you in small kit. Detailed instructions on how to wear the equipment are included, but if you need further assistance, there is also a video: click here to watch.

There are several sensors that will need to be wrapped around your chest, a fingertip monitor, and a small nasal cannula. This device should be worn for at least 4 hours over 1 to 2 nights of sleep. Once the data is recorded, you will send it back to our diagnostic service for the data to be analyzed and sent to your doctor. 

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  • What if I don't have a doctor who can order and interpret my home sleep test?

 If you do not have a doctor who can order and read a test home sleep test for you, we have several physicians who can help. This service is available to all patients except for Texas residents. Click here to read more about our Easy Sleep Apnea Test Package. 

In this process, you will fill out a simple questionnaire asking about some of the symptoms of sleep apnea that you are experiencing. Based on your answers, our doctor will decide whether to order a Home Sleep Test. If the doctor decides no test is necessary, you will be refunded the full amount. 

Once our doctor orders the test, it is delivered to your home where you will wear it for 1 to 2 nights of sleep. Then you will send the device back for the data to be analyzed and the results to be sent back to our doctor. 

Our doctor will then review your results and prescribed your equipment as needed. 

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