September 2025
SAVE THE DATE FOR THE 2026 NSM ANNUAL SYMPOSIUM
February 19-22, 2026 | Gaylord Texan Resort & Convention Center
More details to come soon!
NEW HSABank Cards Being Distributed to ALL Account Holders
New debit cards are being distributed to all HSABank account holders. These new Mastercards include a tap-to-pay feature with a secure chip. You also have the option to enroll in Mastercard ID Theft Protection. Click here to view a sample of the email you should receive from HSA Bank.
New card activation dates can be found in the top right corner of the mailer. Click here to view an example of the mailer you will receive. In this example, the card can be used as of August 28th. Current cards will no longer work as of the new card activation date.
What You Need to Know
Separate Mailing – New cards will be delivered to your home address on file. Please keep a close eye on your mail. These envelopes often appear nondescript, and you do not want to accidentally discard this mailer as junk mail.
Additional Cards – If you need additional cards, you can add an authorized signer and request a card for them at any time. These cards can be requested through your online account for no additional cost.
Automatic Payments – If your provider has a copy of your HSA Bank card on file, or if you have automatic card payments, please be sure to update the provider. Again, your current card number will no longer work as of the new card’s activation date.
Questions
If you do not receive your card, or if you have any questions, call HSA Bank at 800-357-6246 or go online https://www.hsabank.com/Members.html.
COMPANY
Crispin Shares the Positive Impact Working Smarter Has on Our Clients in September CEO Update
In Crispin's September CEO Update, we learn that putting our clients first and focusing on what we can do for them has truly paid off. Every call answered, every delivery made, and every problem solved is an opportunity to demonstrate to clients that they can count on us. Together, those moments are building the foundation for our long-term success. Click here to read the full update!
New Resource Available on NSM-Seating.com to Help Improve Order Process Transparency
We’re excited to share the launch of a new section on NSM-Seating.com, designed to improve the client experience by adding more education around getting a new wheelchair. The new 'Getting Your Chair' section of NSM-Seating.com provides greater transparency into the wheelchair order process, helping clients feel more informed and confident throughout their journey with us. This section is also a valuable resource for internal teams, supporting consistent messaging and setting clear expectations with clients.
What’s included:
- Visuals that clearly represent the order process
- Straightforward explanations and videos that are easy to understand
- Defined roles and timelines to set expectations and support timely service
We know communication matters; 1 in 5 dissatisfied clients have told us that better communication would have improved their experience with NSM. This initiative is a direct response to that feedback.
How you can help:
Please make your teams aware of this new resource so they can reference it when talking with clients about their orders. We will be promoting this new section of our website both internally and externally. Internally, we will begin communicating this update through our regular company email communications, WNSM, and via job aids. Externally, we will be promoting on social media, referral partner newsletter, and incorporating the new content into existing collateral and videos into MyNSMOrder.com. We will share these updates as they go live.
Together, let’s continue to improve how we communicate and deliver on our commitment to a best-in-class client experience.
September Off to a Strong Start with 4.5 Overall Average Google Review Rating
We are starting the month of September off strong with a 4.5 overall average Google Review star rating and a total of 92 reviews across the organization, with 85% of these reviews being a 5-star review!
Click here to view the current leaderboard. Currently, 55% of NSM branches have reached the goal of a 4.0 - 5.0 score, while 15% are on the cusp between a 3.5 and 3.9, and 30% of NSM branches are sitting between a 1.0 and 3.4 Google Review rating.
With this in mind, please remember the importance of the power of a positive Google Review rating and continue to just ask happy clients for more reviews. The more positive scores, the higher your overall star rating will climb.
It's Time to Complete NSM's Annual Flu Vaccine Acceptance/Waiver
Influenza is a respiratory infection that can cause serious complications, particularly in young children, older adults and people with certain medical conditions, including the medically fragile population that we serve. As we approach the flu season, NSM encourages you to get the flu vaccine. While we don’t require you to have a flu vaccination, many of your facilities likely will. Required or not, getting a yearly flu shot is the most effective way to prevent the misery of the flu and its potentially serious complications.
NSM strongly encourages you to get the flu vaccine. While the cost is your responsibility, it is likely covered by your benefits and every NSM employee will be allowed to get the vaccine during working hours to make it as easy as possible. The vaccine is readily available at a very low to no cost at your local drugstores – Walgreens, CVS, and many other chain and grocery pharmacies, often with a free gift card or other bonus – as well as at your doctor’s office or other clinics. If you can’t locate a provider, let us know and we’ll help.
The list of people who should not get a flu shot is actually small and includes:
- Anyone younger than six months of age
- Anyone with life-threatening allergies to the flu vaccine or its ingredients
- Anyone with a history of Guillain-Barré syndrome should first consult with their doctor
If you’re not in one of these groups, your risk of harm from getting the vaccine is extraordinarily low and far less than the potential risks of suffering the potentially serious complications from the flu.
While we don’t require you to be vaccinated, NSM policy does require that you submit the “Influenza Vaccine Acceptance/Waiver” form each year. To make this very easy, the form is electronic. Instead of printing and signing a form, simply click here to submit your response.
Home Access Launches Fall Stair Lift Promotion
Did you know NSM installs thousands of stair lifts per year? Do you have a client who has mobility issues between floors? In an effort to reach more clients and drive growth, NSM's Access division is running a fall promotion on Bruno stair lifts, now through October 31.
This is a great opportunity to connect with your clients and make them aware of our NSM360 Mobility Solutions offerings, while taking advantage of seasonal savings.
Did you know NSM installs thousands of stair lifts per year? Do you have a client who has mobility issues between floors? In an effort to reach more clients and drive growth, NSM's Access division is running a fall promotion on Bruno stair lifts, now through October 31.
This is a great opportunity to connect with your clients and make them aware of our NSM360 Mobility Solutions offerings, while taking advantage of seasonal savings. Click here to learn more!
PRODUCT
Revenue Acceleration: Avoiding Backorders and Delaying Deliveries in Q4
Product selection in September and October may impact our ability to meet year-end delivery deadlines. This information is intended to inform product selection to enhance our ability to receive the product from the manufacturer and deliver it before year-end.
Roho: Standard stocking cushions are shipping on average two weeks longer than their 2-day stocking commitment; common sizes are taking as long as 30 days to arrive at the branch. We are working with Roho to rectify this, but we want ATPs to be aware, as we are coming into year-end, as this could impact deliveries.
In contrast, Star Cushions are shipping in two days, as are Jay Fusion with air bladders.
Drive Medical BCUZ-A8880 Rolling Tub Base: consistently causing delays in shipment (4 months), in addition to color fabric options (100 days) - recommending Nuprodx with Leckey or Leckey Advanced Bath Chair or Rifton Blue Wave instead.
Custom Molded Seating: Custom Molds must be completed with the client and sent to the manufacturer with the order form and PO by November 7th to ensure delivery before year-end.
NSM's Position on CMS's Redefinition of E0986 Coming Soon
NCART, with the Manufacturer coalition, has successfully earned a change in the E0986 code description defining power assist devices. CMS acknowledged that “Push-Rim Activated Power Assist” has become a dated description, given the advancements in technology and the multitude of ways power assist can be temporarily added to an MWC system to achieve propulsion assistance.
The new definition of E0986 is effective October 1st and simply reads: “Manual Wheelchair Power Assist System.” NSM is excited about future opportunities for more diversity in drive characteristics; however, we are waiting for those items to be PDAC code verified and for the official Policy Article to be updated. CMS did not change the rate for coverage and did not discontinue the other two codes describing Tiller Power Add-Ons, nor Joystick Power Add-Ons.
For now, things have not changed with the current products. We will keep you posted on updates as soon as we can.
Inspired By Drive Launches The Bradshaw Junior, a Fully Electric Pediatric Hospital Bed
The Bradshaw Junior from Inspired by Drive is now considered the most cost conscious fully electric hi/lo pediatric hospital bed available to us. At $1980 NSM Cost it beats out Hard Manufacturing’s Stockton Bed by $2000 and Beds By George Dream Series Fully Electric Bed by $3200. Quoting starts October 1st and inventory is already stocked and ready to ship. This comes at a great time as Hard Manufacturing is implementing a 17% cost increase.
The Bradshaw Junior is the smart choice for providers serving families who need clinical positioning without complex customization. Reimbursable under HCPCS E0329* and ideal for conditions like cerebral palsy, muscular dystrophy, and other non-behavioral needs, it delivers support and safety without bulk and high price tags, making it a go-to option for providers and families alike. It’s easy to deliver, quick to assemble and even easier to maintain, helping your team save time and reduce costs with every install. And with intuitive safety features, an easy-to-clean slat-deck frame and a warm oak finish that blends in at home, families love it too. Rail height from mattress is 18”.
September Product Spotlights
Click here to view product spotlights from Altimate, SleepSafe, Merits Healthcare, Permobil, and Quantum!
PEOPLE
WANTED: NSM Client Mission Moment Stories
We need your help to celebrate and share the INCREDIBLE work you and your teams are doing every day to impact our clients' lives and help keep them moving through life. That's why we are asking you to send us your client stories with your mission moments to share across NSM, on our social media platforms and beyond!
Submission is Easy! Simply send us an email with a client story, photo and client media release form completed by the client or client caretaker to Feedback@nsm-seating.com.
NSM Momentum Academy Events A Great Touchpoint to Connect with Your Referral Partners
NSM hosted the Billings, MT and Nashville, TN Momentum Academy events last month and the Anaheim, CA earlier this month. We had over 150 local clinical partners join these events for a day of education and to learn about best practices in mobility solutions and CRT. Feedback from the event has been positive, with referral source partners thoroughly enjoying the opportunity to connect with one another, NSM representatives and key supplier partners.
In addition to the Momentum Academy, we held a Tech Training Academy for our local technicians. We had 39 technicians join the Nashville and Anaheim Tech Training to expand their knowledge of repairs, adjustments, and programming of equipment.
These events are a great touchpoint for you to connect with your referral sources and invite them to register for an event in their area!
Upcoming 2025 Momentum Academy event dates and locations are as follows:
- September 23 - Orlando, FL
- October 01 - Charlotte, NC
- October 24 - Oklahoma City, OK
Click here to learn more and be sure to invite your referral partners to an event in your state!
September Employee Milestone Anniversaries
Click here to see which NSM employees are celebrating an August milestone anniversary of 5, 10, 15, 20, 25, 30 or 35 years. Congratulations on your anniversary. Thank you for your service!
2025 Tobacco Cessation: Start Your Journey to Quitting TODAY!
As part of our commitment to the care and concern for the physical well-being of our employees, their families, and our customers, National Seating and Mobility remains focused on providing a safe and healthy workplace that includes initiatives aimed at reducing tobacco use among our employees. Tobacco use is not only life-threatening, but treatment of the associated diseases increases Medical, Dental, Disability, and Life insurance costs for NSM and our employees. To support you in quitting the use of tobacco, NSM has partnered with BCBS to offer free tobacco cessation coaching programs. Click here to learn more!
Mission Moment: My Chair, My Way
I just have to give a huge shoutout to NSM—my new chair is absolutely everything I wanted and more! From the very beginning, my assigned specialist was amazing. She took the time to ask thoughtful questions about what I liked and didn’t like about my old chair, really listening to my needs and preferences. When I mentioned that I wanted a TiLite Aero Z, she was immediately on board and made sure I got exactly what I wanted.
The entire team was incredibly helpful throughout the whole process. I’ve heard stories from others about how long this kind of process can take, but NSM had my chair ready in under four months—far faster than I expected!
When I went to pick it up, the staff went above and beyond. They carefully explained every feature of the chair, walked me through all the adjustments, and even helped me troubleshoot how to fit it into my tiny car.
I honestly couldn’t be happier with the experience. Everyone I interacted with made me feel supported, heard, and valued, and it’s clear they genuinely care about the people they serve. This chair isn’t just a piece of equipment—it’s a huge improvement in my daily life, and I feel so grateful to the NSM team for making it happen so smoothly and efficiently.
5-Star Google Review Shoutouts
5-Star Shoutout for Branch 101 (Fishersville, VA)
I’ve had nothing but positive experiences with National Seating & Mobility, both at the UVA and Fishersville offices. They’ve been instrumental in making sure my daughter has the equipment she needs—from wheelchairs to standers to an activity chair. Whenever I’ve had questions, the staff has been quick to respond, and any adjustments we’ve needed have always been handled promptly and with care. Everyone we’ve worked with has been friendly, professional, and extremely knowledgeable. We are so appreciative of everything they’ve done for our family and highly recommend them!
5-Star Shoutout for Branch 280 (Salem, OR)
National Seating and Mobility coordinated the purchase of my power wheelchair. After a few months of use, I had the ROHO cushion tear in such a manner that the air bladder could not be patched with the materials provided. National Seating worked closely with the manufacturer to get me a new bladder at no cost to me. They went the extra mile in expediting a timely solution, and I am very grateful.
5-Star Shoutout for Branch 151 (Jacksonville, FL)
My son received his power wheelchair via personal delivery, and the experience was outstanding! The care and detail put in was so appreciated! We felt cared for and thought of! Thank you so much, NSM - from the phone calls and follow-up, to the delivery and demonstration! Very personable!
View more 5-star Shoutouts on the Google Review WNSM page.