FREQUENTLY ASKED QUESTIONS
OFFICE OPERATIONS
At Sound Prosthetics & Orthotics, we understand that navigating the world of prosthetics and orthotics can lead to many questions. Whether you’re a returning patient, or are visiting our office for the first time, this FAQ page is designed to provide clear, helpful answers about our office operations. This page covers the most commonly asked questions, including how to become a patient in our office, insurance coverage, what to bring to an appointment, length of appointments, fabrication timelines, our return policy, and hours of operation. Our goal is to make your experience as smooth and informed as possible. If you need additional information, you can always give us a call at (360) 486-0565, we’d happy to assist you.
What do I need to do to become a patient in your office?naomi2025-06-09T23:29:06+00:00
- To become an established patient in our office, we’ll need a prescription (or referral) and recent chart notes from a visit with your provider that establish medical necessity for the prescribed item you’ll be receiving.
Do you accept my insurance?naomi2025-06-09T23:29:13+00:00
- We accept Medicare, Medicaid, and most commercial insurances. Please take a look at our BILLING page for information on what insurances we accept. If you do not see your insurance, or have specific questions not addressed on the page, feel free to contact our office at (360) 486-0565. One of our friendly Patient Coordinators will be happy to assist you.
Will my insurance cover the item(s) I’m receiving?naomi2025-06-09T23:29:18+00:00
- Since each patient’s insurance coverage is different, we cannot tell you whether an item will be covered without performing a verification of benefits. In our office, after your initial evaluation with one of our skilled practitioners, they will provide our administrative staff with the appropriate procedure codes for whatever device you’ll be receiving. Once the administrative team knows these procedure codes, they will verify your insurance coverage and perform a prior authorization inquiry. At this time, they will know if you have active coverage, what your coverage level is, and how much your deductible and out-of-pocket amounts may be (when applicable). If prior authorization is required, they will request it at this time. Once they’ve verified all of these benefit details and obtained prior authorization, if necessary, they’ll contact you to provide you with an update and quote you any financial responsibility you may have.
What do I bring to my first appointment?naomi2025-06-09T23:31:59+00:00
- What you need to bring to your first appointment depends on what we’ll be seeing you for. There are different requirements for orthotic appointments versus prosthetic appointments.
- Shoes/Foot Orthotics:
- Please bring your current shoes that you wear on a regular basis. This would include athletic shoes, walking shoes, and/or work shoes, etc.
- Please bring your current foot orthotics, if you have any. This would include custom molded foot orthotics, over-the-counter foot orthotics, heel lifts, metatarsal pads, etc.
- Please bring socks to wear with your shoes.
- Please be prepared to discuss your symptoms, daily activities and lifestyle needs. This will help our practitioner determine the best shoes and foot orthotics for you specifically.
- Orthotic Device – Ankle Foot Orthosis (AFO):
- Please be prepared to talk about your symptoms and any functional goals you may have. (Ex: difficulty walking, tripping while walking, experiencing ankle instability, etc.)
- Please bring socks to wear with your AFO.
- Please bring shoes that you plan on wearing with your AFO. If you’re unsure, it doesn’t hurt to bring 2 pair of shoes. Please avoid slip-on shoes, slides, or shoes without support.
- Please bring any mobility aids that you currently use. This will help our practitioner observe your gait with and without the use of the mobility aid. (Ex: cane, walker, crutches, etc.)
- Orthotic Device – Knee Orthosis (KO):
- Please be prepared to talk about your symptoms and any functional goals you may have. (Ex: pain, instability, locking when walking, etc.)
- Please bring shorts or loose-fitting pants to provide easy access to your knee for our practitioner during the evaluation and fitting of your knee brace.
- Prosthetic Devices:
- If you’ve already been fit with a prosthesis, please bring it with you to your appointment. Even if it’s broken, outdated, uncomfortable, and you don’t wear it, bringing it to your appointment will provide us with helpful insight on how to build your new prosthesis.
- Please be prepared to talk about your symptoms and any functional goals you may have.
- Please bring any prosthetic supplies you are currently using. This would include prosthetic liners, sleeves, socks, shrinkers, etc.
- Please bring any mobility aids that you currently use. This will help our practitioner observe your gait with and without the use of the mobility aid. (Ex: cane, walker, crutches, etc.)
- For lower extremity prosthetic patients: Please bring shorts to change into, if necessary.
- For upper extremity prosthetic patients: Please bring a short sleeve top or tank top to change into, if necessary.
- For any appointment, if you have any questions or concerns, it’s best to come with them written down so you don’t forget to ask about any of them.
- Some patients prefer to bring a caregiver, friend, or family member to help them communicate and remember what was discussed during the appointment. Also, if you require physical assistance, it’s best to bring whoever helps you so that they can be informed on the process as well.
- Shoes/Foot Orthotics:
How long will my appointment be?naomi2025-06-09T23:29:33+00:00
- Appointment times vary from practitioner to practitioner, and the length of the appointment is based on the type of appointment that’s being scheduled. If you would like to know the approximate length of your appointment, please inquire with one of our Patient Coordinators and they will be happy to assist you.
How long will it take to receive my item(s)?naomi2025-06-09T23:29:38+00:00
- The time it takes for a patient to receive their item varies drastically from one device type to another. In certain situations, items have to be custom fabricated which will take longer than a prefabricated device that can be ordered and shipped in a few days. For shoes, the wait time is dependent on the shoe manufacturer and the availability of the shoes selected. At your appointment, you’ll be given a general estimate as to when we expect your items to arrive or be finished being fabricated, but this is only an estimate-not a guarantee. In addition, any services requiring prior authorization from your insurance cannot be ordered or fabricated without us obtaining authorization first. This may add additional wait time to you receiving your device.
What is your return and exchange policy on items?naomi2025-06-09T23:29:43+00:00
- Most items provided cannot be returned once you have received and signed for them. An exception to this rule applies to shoes. Shoes may be returned within 14 days of you receiving them. Shoes must be in new condition and in the original shoe box. Shoes that have been worn outside, returned in a damaged box, or returned with any markings will not be accepted.
- Prosthetic and orthotic devices are non-returnable.
- Only faulty or defective devices may be exchanged. If returned as defective, they are subject to inspection. If the device is deemed to not be faulty or defective, you are responsible for the full cost of a replacement device, if you choose to pursue a replacement device.
- Prosthetic components and prefabricated orthotic devices carry individual manufacturer warranties (warranty time frames vary). These warranties do not apply to anatomical changes, misuse of the device, or alterations and modifications performed by anyone other than Sound Prosthetics & Orthotics.
Will you remind me of my appointment?naomi2025-06-09T23:29:48+00:00
- If you opt-in to electronic communication with our office, you will receive an electronic reminder of your appointment 2 days before your appointment date.
- If you have not confirmed your appointment electronically, or if you’re not enrolled in electronic communication, one of our Patient Coordinators will call you 1 business day before your appointment as a reminder. If they can’t reach you, and you have voicemail enabled, they will leave you a voicemail with your appointment time and date details.
What are your hours of operation?naomi2025-06-09T23:29:54+00:00
- Our office is open Monday thru Friday, from 8:00am-5:00pm.
- Our office is closed from 12:00pm-1:00pm for lunch. During this time, our phones are automatically forwarded to voicemail. Feel free to leave a message and we will return your call once we return from lunch.
- Our office is closed for most major holidays. Our 2025 holiday schedule is listed below:
- January 1 – New Year’s Day
- January 20 – Martin Luther King, Jr. Day
- February 17 – Presidents’ Day
- May 26 – Memorial Day
- June 19 – Juneteenth
- July 4 – Independence Day
- September 1 – Labor Day
- November 11 – Veterans Day
- November 27-28 – Thanksgiving Break
- December 24-26 – Christmas Break
- We may occasionally be closed during regular business hours for staff training.