January 2026
Winter Storm Update: Staying Safe & Supporting One Another
A significant winter storm spanning 2,300+ miles is expected to impact 40+ states, bringing snow, ice, extreme cold, and hazardous travel. We know this may be disruptive, and we’re thinking of you, your families, and your communities.
While supporting our clients remains important, employee safety comes first. Please use sound judgment and do not put yourself at risk—no appointment, delivery, or service is more important than your well-being. Follow local guidance and communicate with your leader if conditions are unsafe.
Key Reminders:
- 📱 Monitor local weather alerts
- 🚗 Limit travel when possible
- 🔦 Prepare for potential power outages
- 🤝 Check on coworkers, clients, and those most vulnerable
- 🧣 Dress in layers and limit cold exposure
Thank you for caring for our clients while prioritizing safety. Please stay safe, stay warm, and take care of one another.
COMPANY
The Countdown is On! 28 Days Until the 2026 NSM Symposium!
In less than a month, we’ll be in Grapevine, TX, for the NSM Symposium—bringing together connection, inspiration, and Vintage Vegas flair. Below you’ll find helpful information to review as you prepare for the event. If you have any questions, email Feedback@nsm-seating.com.
📅 Agenda
Our agenda is packed with a dynamic mix of general sessions, breakout discussions, and opportunities to learn, collaborate, and celebrate together. From business updates and strategic insights to supplier connections and team engagement, this year’s Symposium is designed to help us evolve, grow, and innovate—together. Click here to view the agenda overview.
✈️ Real ID Reminder
Don't forget that if you plan to fly, please be sure you have a Real ID–compliant driver’s license or another acceptable form of identification (such as a passport). This will help ensure a smooth experience at airport security.
🩺 Flu Season Alert
This flu season is one of the worst in nearly 20 years, with high rates of influenza and respiratory illnesses nationwide. Monitor your health before travel and consider getting a flu vaccine if you haven’t already. If you begin to feel ill before departure, please assess your symptoms and prioritize your well-being as well as the health of fellow attendees.
🎲 Vintage Vegas
If you’re new to NSM Symposium, one thing to know is that we take our Supplier Appreciation Theme Party very seriously! This year’s theme is Vintage Vegas, so now is the time to start planning your outfit. Whether you’re channeling classic Rat Pack vibes, old-school casino glam, or retro Vegas flair, we can’t wait to see your creative looks.
🛫 Registration & Travel Details
You will receive a registration and travel confirmation from NSMSymposium@nsm-seating.com several days before your departure. The confirmation will include all of your travel, transportation and accommodation details.
Please note that if you indicated during registration that you require special ADA accommodations to/from the airport, specific information will be included in your registration and travel confirmation.
Don’t Delay: Complete Your 2026 Compliance Training
The 2026 NSM Mandatory Compliance Training is available in NSM University for all U.S. employees and includes required Joint Commission training.
📅 Deadline: February 28, 2026
🚫 Missing the deadline will result in limited system access until training is complete.
✅ Action Needed: Log in to NSM University, complete your assigned courses, and use pre-tests where available to earn credit faster.
👉Questions? Click here for a step-by-step job aid, or contact Compliance@nsm-seating.com.
Thank you for helping keep NSM safe, compliant, and ethical! 💙
REMINDER: 2026 ATP Advisory Council Opportunities
NSM’s ATP Advisory Councils provide a forum for sharing ideas, offering feedback on initiatives, and helping guide decisions that support our clients and teams. Council member insights play an important role in shaping priorities across the organization.
Beginning now, we are adding new members to our advisory councils. We are seeking ATPs who can contribute discussion topics, share constructive feedback, commit to monthly meetings, and maintain confidentiality. Please read below to learn more about each advisory council and, if interested, click here to complete an ATP Advisory Council Interest form.
Available Councils & Time Commitment:
-
CEO Advisory Council
1-hour monthly meeting
-
Revenue Cycle Management Advisory Council
(Transitioning to Centralized Client Services in 2026)
1-hour monthly meeting
2025 focus included feedback on solutions such as Usher and Notable
-
Supply Chain Advisory Council
1-hour monthly meeting (typically 2nd Tuesday, 4–5 p.m. CT) plus one annual supplier site visit
2025 focus included process improvements, manufacturer feedback, and emerging technologies
If you’re interested in helping shape the future of NSM, we encourage you to apply.
Crispin Shares Gratitude and a Look Ahead to 2026 in January Update
In his first 2026 update, Crispin expresses heartfelt gratitude to employees for their dedication and hard work in 2025 and shares a look ahead to the year to come. Click here to view the full update.
NEW! Customer Satisfaction Survey Process Launches this Month
We have been piloting a new customer satisfaction survey process for the past couple of months in our NorCal and Colonial Valley regions. We started with new equipment orders only and will add in repairs, home access, and cash-only orders after we activate the new process across all locations in the U.S. Overall, we have had great employee support, little to no issues, and exceptional client participation.
We will be rolling out the new survey process to all U.S. locations this month!
Click here to view a brief presentation about the new survey process.
What’s Different about this new process?
- We survey clients throughout the order process using automated texting, versus sending one survey by mail or email after the order process is complete.
- The new approach gives us a lot more immediate visibility to learn how we are performing throughout the order process, rather than just at the end. We pulse survey clients three times throughout the order process – after evaluation, after funding is approved, and after delivery is complete.
- Each survey has no more than six questions and takes no more than a couple of minutes to complete, which encourages participation. The survey completion rates during the pilot phase have more than quadrupled at 13% compared to our prior Press Ganey survey process at 3%!
- The survey results are available for leaders to access in real-time, giving them opportunities to recognize team members for doing a great job and support others where improvement may be needed, so that we can continuously improve the client
Why should you care?
Whether you’re a leader, a customer service specialist, a funding specialist, an ATP, a technician, or another role in the organization, each of us impacts the overall client experience. Whether we work directly with clients or are supporting the process behind the scenes, everyone needs to know how the process works and what questions we are asking in each survey to understand how we can ensure a great client experience.
Click here to find your job role and learn how you can help best support the new survey process.
What’s Next?
The exact launch date will be announced soon as we are finalizing some technical components, but the launch will occur this month! We will notify you when the surveys go live!
Thank you in advance for your support in rolling out our new client satisfaction survey process. Please send any questions to
feedback@nsm-seating.com.
2025 Google Review Recap: Let's Build on this Momentum in 2026
In 2025, customer feedback on Google reinforced what we strive for every day at NSM: quality, reliability, and exceptional service.
By the numbers (US and Canada):
- ⭐ Overall Google Rating: 4.4 out of 5 stars (up from 4.3 in 2024)
- 📝 Total Reviews in 2025: 2,455
- 📈 Year-over-Year Review Growth: +24% (an increase of 476 reviews)
- 👍 5-Star Reviews: 83% of total reviews
Throughout the year, customers consistently highlighted:
- Dependable delivery and execution, even on complex or time-sensitive projects
- Responsive, knowledgeable teams who communicate clearly and follow through
- High-quality products that meet real-world needs
- Strong partnerships, with many reviewers referencing trust and long-term relationships
Several reviews specifically called out NSM employees by name, praising professionalism, accountability, and a willingness to go above and beyond. That recognition speaks directly to the commitment and pride our teams bring to their work every day.
Google reviews are more than a score—they provide real-time insight into how our customers experience NSM. In 2025, that feedback validated our focus on service excellence, continuous improvement, and doing the right thing for our customers.
Thank you to every team member who helped drive these results. Every interaction matters—and our customers are noticing.
Let’s build on this momentum in 2026!
PRODUCT
NSM Secures Enhanced Discounts With Best Care, Making Them Preferred For Patient Lifts
Best Care has emerged as an excellent partner with NSM for patient lifts. Due to their spectrum of offerings (Sit To Stand Patient Lifts, Vehicle Lifts, and Floor Lifts) and newly contracted cost reduction of 17.83%, they are now NSM’s preferred manufacturer for patient lifts. Please stop by their booth at Symposium to see what they have to offer.
- The PL400H Best Lift Hydraulic should be the stocked lifts we provide at $259 for the lift only.
- The PL400HE Best Lift Electric should be the stocked lifts we provide at $549 for the lift only.
Or stock the Electronic Conversion Kit to change PL400H to PL400HE WK-TA1-PL400 for $250 and minimize the variation in your inventory and pay $40 less for the electric lift capability.
Freedom Designs Backlog And Production Planning Update
Freedom Designs continues to have a growing backlog; we are putting in more orders than they are shipping. Freedom is communicating that they will be doubling production within the next two weeks, which would start to reduce open orders. However, in the near term, we should be reducing quote and order volume, shifting business to Stealth or Ki Mobility Axiom Seating to ensure we can deliver our clients’ orders in a timely manner.
NSM Launches Power Chair Electronics Field Guide - Goal To Increase Payer Authorizations For E2310/E2311
Insurers are denying E2310/E2311 when there is insufficient medical documentation explaining why this add-on feature is being recommended. All power chairs have an included standard switch(es) to operate power actuators. This included switches that need to be ruled out to qualify the consumer for power seat function actuation through the joystick controller (E2310/E2311). Frequently, we receive LMN justification for E2310/E2311 stating “it’s required for power seat functions”. This statement is commonly causes denials for this line item as it is not an accurate statement since included switches that are available from the manufacturers to operate power seat functions. This guide will empower our ATP and clinical partners to understand what is included for power seat function actuation by each manufacturer and how to better qualify a client based on clinical need for E2310/E2311.
Tarta Backs Distributed By Stealth Currently Unavailable
Stealth informed NSM that the manufacturer of the Tarta Back went through a bankruptcy and is not manufacturing the backs at this time. Stealth is hopeful that they will be able to relaunch distribution later this year. In the meantime, the backs have been removed from Mobility Advisor and ATP with impacted work orders have been notified to select an alternative product.
Supracor Going Out Of Business- Managing Change
Supracor is no longer manufacturing cushions and is winding down its business. They manufactured limited stock inventory ATPs with work orders that are in CBC and unsubmitted; they should work to substitute the product from Supracor to an alternative cushion with the same HCPCs code. For orders in Pending and beyond, we are actively working with Supracor to pre-buy cushions and secure product for these active orders, minimizing the disruption risk for when they inevitably run out of stock.
Sunrise’s Empulse F35 Pull Style Power Assist Earns PDAC Verification For E0986
Sunrise’s Empulse F35 (tiller style) power assist has now earned PDAC verification for E0986 and will be added to our Power Assist Profile.
Pull assist devices can be the superheroes of the wheelchair world, but some are just too bulky and heavy for everyday use - especially for quick jaunts around town or when traveling. The Empulse F35 strikes the perfect balance between size and practicality. This ultra-portable micro-pull device is not just a looker; it's your ticket to quick and effortless powered mobility in the urban jungle. Click here to learn more.
Permobil Launches Unite Backs; Updates Acta and ROHO Offerings
As part of Permobil’s ongoing commitment to delivering innovative, clinically advanced seating solutions, they will discontinue the following back support products effective March 2, 2026. This transition coincides with the launch of new, enhanced back support product line, debuting in early February. (Additional details available below.)
NSM’s Supply Chain Team will be working to change manage and minimize order disruption. Please ensure your Therapists are notified of this change and substitute demos in the field with your Permobil Rep so we are prepared when these backs are no longer available for quote.
ROHO will transition into the Permobil Store effective February 16, 2026.
Products Being Discontinued
- ROHO® AGILITY® Max Contour Back Support
- Comfort ACTA-BACK® product line, including:
- ACTA-BACK
- ACTA-BACK Deep
- ACTA-BACK LTS
- ACTA-BACK Contour
Please note:
Comfort Acta-Embrace and
Acta-Relief back supports (including LTS versions) will remain available. These products have been upgraded and will be reintroduced under new names:
Comfort Embrace and
Comfort Relief.
The
Unite Backrest will officially launch on
February 2, 2026. As part of this launch, several order forms (both on-chair and off-chair configurations) will need to be updated in Mobility Advisor to include the new product.
Key Dates and Ordering Guidance
- February 2, 2026
- Final day to submit quotes for all discontinued products
- New back support line becomes available for quoting and ordering
- March 2, 2026
- Final day to place orders for discontinued products
- All discontinued products will be fulfilled on a while-supplies-last basis for orders placed between February 2 and March 2, 2026
January Product Spotlights
Be Sure to check out the January Supplier Partner Product Spotlights! Click here to see products from Permobil, Quantum, Rifton and Sunrise.
PEOPLE
❄️ Winter Wellness: Small Steps, Big Impact
Cold and flu activity is on the rise this winter. To help keep our workplace and the communities we serve safe, please keep these wellness reminders in mind.
💙 Protecting One Another
Many of our clients and teammates may be more vulnerable to seasonal illness. By staying vigilant, we can help create a safer, healthier environment for all.
✅ Stay Healthy This Winter
- Wash your hands frequently and use hand sanitizer
- Stay home if you have a fever until you’re fever-free for 24 hours without medication
- Cover coughs and sneezes; consider a mask if recently exposed
- Stay up to date on seasonal vaccinations (use the CDC Vaccine Finder)
Thank you for doing your part to keep everyone healthy this winter. If you have any questions, contact HR@nsm-seating.com.
January Milestone Anniversaries
Click here to see who is having a milestone anniversary!
NSM to Participate in 2026 ISS Virtual Professional Summit
NSM is proud to participate in the 2026 International Seating Symposium as a Supporter of the VPS event that will be held on Wednesday, January 28 and Wednesday, February 25. This partnership reflects NSM’s ongoing commitment to advancing innovation, education, and collaboration within the seating and mobility community. By supporting the International Seating Symposium, NSM is honored to contribute to an event that brings together clinicians, researchers, manufacturers, and industry leaders dedicated to improving outcomes for individuals who rely on seating and positioning solutions.
As a supporter, NSM values the opportunity to engage with attendees, share insights, and support meaningful conversations that drive progress in the field. NSM looks forward to being part of an event that continues to set the standard for excellence in seating and mobility education.
NSM Deepening Referral Relationships with 2026 Momentum Academy Events
We’re excited to announce the 2026 Momentum Academy schedule. These in-person events offer referral partners valuable education in Complex Rehab Technology (CRT) and the opportunity to earn continuing education credits.
Designed for clinical partners—including physical and occupational therapists—Momentum Academy focuses on best practices in mobility solutions and CRT, reinforcing NSM’s role as a trusted clinical education partner.
Momentum Academy also provides a meaningful opportunity to strengthen referral relationships. When events are hosted in your area, leaders are encouraged to personally invite referral partners to attend and engage.
This year's Momentum Academy event schedule is as follows.
- Austin, TX: April
- Denver, CO: April
- Seattle, WA: May
- Boston, MA: May
- Washington, DC: August
- Detroit, MI: August
- Concord, CA: September
- Chicago, IL: September
- Charlotte, NC: October
Final dates to be announced soon.
5-Star Google Review Shoutouts
5-Star Shoutout for Branch 118 (Whippany, NJ)
We’ve been with NSM for a very long time, and they’ve been very prompt for everything I’ve needed for my children! A very special thanks to Patty Collazo (General Manager), she is very professional, kind & a problem solver!
5-Star Shoutout for Branch 177 (Sayre, PA)
I am very satisfied with their knowledge, professionalism and high level of customer service in obtaining a custom wheelchair. NSM made sure the custom wheelchair was exactly what was needed and delivered with wonderful customer service throughout the whole process. I highly recommend Jeff Klossner (ATP) and his team for custom seating needs!
5-Star Shoutout for Branch 11 (Anaheim, CA)
Extremely satisfied with the care and attention from this company. Will definitely recommend to others.
View more 5-star Shoutouts on the Google Review WNSM page.