Patients

What You Need to Know

Advanced Travel Notice Requirements

Due to a growing number of patients neglecting the required two-week notification for travel, we want to reiterate the importance of timely communication. This policy is essential to ensure proper coordination and to avoid service disruptions.

Failure to provide at least 14 days’ notice may result in the Department of Veterans Affairs Medical Center (VAMC) declining to cover transportation costs. In such cases, patients will be responsible for:

  • Coordinating and paying for their own oxygen services
  • Arranging any necessary services at their end destination
  • Covering all associated travel costs until VAMC coordination is reestablished

NOTE: To ensure availability and proper coordination, we strongly recommend submitting your request at least 14 days in advance, with 30 days’ notice being ideal.

This policy applies not only to outbound travel but also to return trips. Patients planning to return to the area should contact us between 14 to 30 days prior to travel to ensure their request is documented, necessary paperwork is completed, and their name is added to the appropriate branch’s route.

While we make every effort to accommodate all patients, Mid-Cities Medical cannot guarantee services for requests made with short or no notice. Early planning is key to ensuring smooth coordination and uninterrupted care.

URGENT NOTICE – MEDICAL DEVICE RECALL

Drive DeVilbiss Healthcare Car Charger Power Cord Accessory
(provided with the iGo®2 Portable Oxygen Concentrator)

The purpose of this Notice is to inform you that Drive DeVilbiss Healthcare is voluntarily initiating a recall for the car charger cord provided as an accessory with your 125D series iGo®2 Portable Oxygen Concentrator (POC). The voluntary recall will apply to all Car charger cords provided with your iGo®2 POC system and replacement cords sold from January 1, 2023, through February 21, 2025. Please discontinue use of the car charger cord and review the requested recall actions.

Drive Devilbiss Healthcare is voluntarily implementing this recall of affected car charger cords. Please note that the car charger cord defect has no impact on the functioning of the iGo®2 Portable Oxygen Concentrator device or any other accessories.

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iGo2 Portable Oxygen Concentrator

Better communication. Better satisfaction.

Mid-Cities Medical has observed a high number of patients opting out of SMS messaging, including messages that are targeted and essential, such as those related to severe weather alerts, equipment intake and pickup scheduling, and resupply reminders.

These messages are designed to keep our patients informed and supported, helping ensure your care and equipment needs are met without disruption. While we respect your communication preferences, we encourage patients to stay opted in to receive timely and relevant updates that can directly impact your health and safety.

Mid-Cities Medical is committed to communicating with our patients in the way that works best for them. We want to know your preferred method of contact – whether it’s SMS, phone calls, email, or mail – to ensure important messages reach you in the most convenient and comfortable way possible.

Earning and maintaining our patients’ trust is at the heart Mid-Cities Medical’s mission. That’s why we believe it’s essential to give you clear, respectful choices – including the ability to consent to receive text messages. Your preferences matter, and we’re committed to communicating in ways that are helpful, transparent, and aligned with your comfort level.

SMS message
medchat widget

How We Protect Your Health Data When Using AI

We are living in a new era of innovation, where artificial intelligence (AI) plays a pivotal role. Among those who stand to benefit the most from AI are Mid-Cities Medical patients. From enhancing equipment understanding to simplifying the process of reordering supplies, AI has the potential to significantly improve quality of life. However, this promise is not yet being fully embraced by all of our patients.

Concerns about privacy, regulatory oversight, and the impact of AI on human interaction remain significant barriers to adoption. To help address these concerns and encourage wider acceptance of our new online chat platform, Mid-Cities Medical has adopted a human-centered design approach, including clear safeguards for data protection and built to promote trust, transparency, and ease of use, ensuring our patients feel confident and supported.

We have also observed that many of our patients do not clearly understand the difference between artificial intelligence (AI) and generative AI (GenAI), leading to hesitation or mistrust about using AI-enabled tools. Our online chat platform is powered by artificial intelligence (AI) and is designed to complement – not replace – the human connection. When a request cannot be resolved or requires personalized assistance, it is promptly escalated to a live agent to ensure one-on-one support and a seamless experience.

Better communication. Better satisfaction. Better for patients. This is just one more way Mid-Cities Medical continues to deliver “World-Class Customer Service” and top-quality equipment to every customer, every time.

Important Emergency Preparation Steps

  • Review all available safety components.
  • Create and have an evacuation plan for your residence.
  • Take as much oxygen and ventilation equipment with you, should you need to evacuate.
  • Contact Mid-Cities Medical for emergency assistance and setup. You will need to provide us with your evacuation address and contact details.
  • Texas – 1 (888) 450-6676
  • CA & AZ – 1 (833) 986-4267

If you have any oxygen or ventilation preparation questions during these ongoing events, or need emergency assistance, please contact our offices:

emergency preparedness

VISN 17 – Texas, 1 (888) 450-6676
VISN 22 – Arizona, 1 (833) 986-4267
VISN 22 – Southern California, 1 (833) 986-4267
CalOx Inc. – 1 (866) 519-2414

Veterans Affairs Home Oxygen Manual

Please read through this Veterans Affairs Home Oxygen Instruction Manual, as it will help you become familiar with the program and your new equipment. If you should have any questions, call us toll-free:

  • Texas Patients: 1 (888) 450-6676 or (972) 641-7445
  • Arizona Patients: Phoenix VA – 1 (888) 986-4267, Tucson VA – 1 (888) 986-4267,
    Prescott VA – 1 (866) 519-2414 (Calox)
  • California Patients: 1 (833) 986-4267
  • Hearing Impaired patients may use the Texas Relay by calling (800) 735-2988.
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oxygen manual
manual de oxigeno
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