Frequently Asked Questions
Click on each question to expand or collapse each answer
Q: How do I go about ordering more product?
An Option 1 Patient Care Representative will call you each month to verify your monthly order. If you need to order more product before your monthly order is due, please call Option 1 at 1 (866) 883-1188. If there has been a decrease or increase in the amount of formula that you are to take, we will need a doctor’s order.
Q: If I go into a hospital or hospice facility should I take my equipment and formula with me?
Please call us at 1 (866) 883-1188 and one of our customer service representatives can determine if you can take these items with you.
Q: What is a deductible and coinsurance?
The deductible is the portion of any claim that is not covered by the insurance provider. It is the amount of expenses that must be paid out of pocket before an insurer will cover any expenses. This does not include the plan premium. There may be an individual and family deductible.
The coinsurance is the portion of any claim that is not covered by the insurance provider. It is the amount of expenses that must be paid out of pocket before an insurer will cover any expenses. This does not include the plan premium. There may be an individual and family deductible.
Q: What insurance do you accept?
Have this refer to the insurance link
Q: Where is my delivery, how can I track it?
If your delivery is regularly sent via a third party delivery (i.e. Fedex, UPS, etc.) you may call Customer Service at 1 (866) 883-1188 and a representative will be able to assist you in getting a tracking number. If your delivery is regularly delivered by an Option 1 Technician, you may call Customer Service at 1 (866) 883-1188 and the representative will able to contact the delivery driver making your delivery. Please note that in the future, if you delivery is made by one of Option 1’s technicians, you may request a two hour time frame for the estimated delivery so that we may meet your needs as best as possible.
Q: What products do you carry? (Especially for specific kinds of formula)
We carry a large stock and many varieties of formula and will most likely have what you are looking for. Please call us at 1 (866) 883-1188 to ask about a specific product.
Q: What is your fax number?
Toll Free: (866) 453-3332
Q: How do I give back the equipment?
Give us a call at 1 (866) 883-1188 and we can schedule the pickup of your equipment.
Q: How do I unclog my feeding tube?
Feeding tube blockage can be caused by a buildup of food or medication in the tube. If the feeding tube becomes clogged, attempt to flush the tube with warm water. Use a push/pull method of gently pushing the syringe plunger forward and then pulling it back. Do this repeatedly. This often dislodges the clog. If this does not work, try the same technique with a warm water and baking soda mixture. You should use ¼ tsp. baking soda to ¼ cup of warm water. If this does not work, call your Option 1 clinical team. Do not use Coke, cranberry juice, or meat tenderizer to unclog your feeding tube. These can make the clog worse.
Q: How do I care for my g-tube site?
Keep your g tube site clean and dry. Cleanse the skin around the feeding tube with warm, soapy water. Use a soft washcloth to clean in a circular motion starting next to the tube and working outward. After cleaning the site, allow it to dry well. Call your doctor or nurse if the feeding tube site is persistently red and sore, if the skin around the tube is swollen, if there is foul smelling drainage, or if the patient has a fever.
Q: My child’s low profile button’s retention balloon just burst, what do I do?
Always keep a replacement feeding tube with you. Retention balloons generally last several months but the life span of the balloon varies by several factors including medication, volume of water used to fill the balloon, gastric pH, and tube care. If the retention balloon burst and you have been trained to replace the feeding tube, open a new, sterile feeding tube and place it. If you have not been trained to replace the tube, cover the feeding tube site and go to the ER or PCP right away. The surgical opening may begin to narrow within the hour.
Q: Is it safe to reuse NG tubes?
If using a nasogastric tube (NG) with a guide wire, save the guide wire in a gallon sized baggie to keep it from getting kinked. If the NG tube is pulled out within the first week of use, rinse the NG with warm water, reinsert the guide wire into the NG, and replace the NG. If the NG has been in place for longer than 7 days and gets pulled out, place a new NG.
Q: Should I throw away my open cans of formula?
With Ready to Feed Formulas: Store all unopened cans of formula at room temperature in a clean and dry location. Cover and refrigerate any opened cans or place unused formula in a covered container and store in the refrigerator. If the formula is not used within 48 hours, throw it away.
Powdered Formulas: Mix formula as prescribed by your physician, dietitian, or nurse. Mix only enough for 24 hours. Cover and refrigerate until ready to use. Using a piece of tape or stick on label, write the date and time the formula was made. Throw away any prepared formula that is not used in 24 hours.
Q: How often can I get a new button?
Most insurance companies will cover a new button every 4 months. There are exceptions with some State Medicaid plans, which may cover a button more frequently.
Q: What determines the monthly max quantities I can receive?
The amount of formula you are to receive is determined by your physician and Option 1 must have an MD prescription for the specific type and amounts of formula. Supplies: (i.e. extension sets, bags, syringes, tape, gauze) – most insurance companies have a monthly maximum limit on the number of each kind of supply that a patient can receive. For example, a patient will receive a pump or gravity bag for each day of the month. However, most insurance companies will cover 4 extension sets per month. There are some exceptions.
Q: How often should I follow up with my doctor?
This question would be best directed to your doctor as it depends on the level of care he needs to provide. We do want to recommend you contact your doctor immediately if you feel there has been or needs to be a change in your care.
Q: What services do you offer?
Services offered do vary by your insurance. We offer a multitude of services including Enteral (tube feeding) Therapy, Standard and Specialty Oral Formula, Incontinence and Urological supplies. You may contact Customer Service at 1 (866) 883-1188 to see if the service you need is offered in your area.
Q: When can I expect my monthly deliveries?
Option 1 will assign you a ‘route day’ when you become a new patient. This is determined by your address within our service delivery area. You will always receive a delivery on or BEFORE your route day. It will NOT be the same day each month due to weekends and holidays. For example, if you are on the 15th Route, you will always receive your delivery on OR a couple days BEFORE the 15th- but it will NOT be on the 15th of each month.
Q: How do I get my delivery if I am going on vacation?
You must contact Customer Service at 1 (866) 883-1188 to make arrangements. You may be charged the cost to ship deliveries not in Option 1 Nutrition’s standard delivery area. Patients are not eligible to receive deliveries for future months in advance and we are only able to deliver a 30-31 day supply at a time.
Q: If I don’t use an item can I return it?
Due to these being both a nutritional and medical product our policy is not to accept them back. We would suggest donating then to you doctor’s office if possible.
Q: What is a Per Diem?
A Per Diem is an allowance or payment made for each day of service. For example, If you are a pump fed patient, your insurance gets billed the “Pump Per Diem”. The Per Diem includes most supplies sent out related to your type of feed including feeding bags, tape, gauze, syringes, etc. This Per Diem code is billed as all inclusive instead of billing the insurance individually for these related items.
Q: Do you deliver if I am not home?
Option 1 representatives will attempt to call you each month to confirm your delivery and will leave you a message asking you to return our call. If this is the first time we have not had contact with you, we WILL leave your delivery at your door with a ‘contact letter’, which asks you to call us. If it has been 2 months and we have NOT had any contact with you, we will attempt to make a delivery and if you are not at home, we will NOT leave your monthly enteral products. We will leave a message on your door (‘door knocker’) that explains why we could not deliver and that you must make contact with our office before we can send out another delivery.
Q: What happens if my doctor informed me my formula has changed?
If any changes are made to your feeding regimen, customer service will need to be notified at 1 (866) 883-1188. Customer Service will need an updated prescription to ensure we are providing all the appropriate supplies and amount of formula. If the patient has completed their therapy, we will need a discharge order for our records and to deactivate their account. All documentation can be faxed in to the following number 1 (866) 453-3332.
Q: Can I get my delivery early?
This varies with individual circumstances. Most insurance companies will only pay for supplies once a month, so we do have to be careful as far as sending out deliveries too early. It would be best to contact Option 1 with your specific circumstances and we can work something out with you. If a delivery is being requested only 1 to 3 days early, we can often accommodate these requests.