May 27, 2025

Together, Let's Keep the Momentum Going!

We are so excited to share that we reached our goal of 50+% engagement rate with our inaugural issue of HEARTS Beat! 

The goal of HEARTS Beat is to provide timely updates related to our business operations and helpful resources to support and recognize our employees. We will also share updates on events and activities that are happening across our company and our industry. This is why your engagement with HEARTS Beat is so important!

Please help us keep the momentum going by reading HEARTS Beat on the bi-weekly cadence and encourage your teammates to do the same!

We would love to hear what you think of this new format. Please send your comments, questions and feedback to feedback@nsm-seating.com.

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COMPANY

NSM's Growth Engine Revs Back Up Into High Gear 

NSM’s growth engine is revving back up into high gear, and we’re excited to welcome to the NSM family team members from three acquisitions already this year! Each of these acquisitions represents a new NSM expansion location complimenting existing locations elsewhere in each of these states. Key details about each acquisition are as follows:

April

Medical Center Medical Products, a subsidiary of West Tennessee Healthcare

• NSM acquired the CRT division of this multi-county hospital system
• With this acquisition, NSM is opening a new location in Jackson, TN
• Two ATPs joined NSM in this acquisition (Dan Debouver & Clayton Parker)

Herron & Smith

• NSM acquired this 30+ year old CRT and Supplies provider in Manchester, NH
• One ATP joined NSM in the transaction (Colin Coyle) and the business leader, Tamme Dustin, joined NSM as the new location GM
• With this expansion, NSM becomes the leading provider of enteral nutrition supplies in NH

May

Kennebec Pharmacy (CRT division)

• With this acquisition, NSM is opening a new location in Augusta, ME
• One ATP joined NSM (Kathy Fallon) and with this expansion, NSM is the largest CRT provider in the state of ME

Please join us in welcoming the teams from West Tennessee Healthcare, Herron & Smith, and Kennebec Home Care into our NSM family!  

May Overall Google Review Star Rating Climbs to 4.6 Average - Let's Close the Month Out Strong!

May has been a good month for us so far with an overall 4.6 average Google Review star rating for the company, 146 total Google Reviews and 87% 5-star reviews. 

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. Below we've 

May Google Review Rating Update by Division

• Access Standalone: 5.0 (6 reviews in May so far)
• Canada: 4.85 (27 reviews in May so far)
• North Division: 4.26 (31 reviews in May so far)
• South Division: 4.79 (57 reviews in May so far) 
• West Division: 4.20 (25 reviews in May so far)

2025 Year to Date Google Review Rating Update by Division

• Access Standalone: 4.78 (40 reviews YTD)
• Canada: 4.77 (119 reviews YTD)
• North Division: 4.36 (203 reviews YTD)
• South Division: 4.57 (369 reviews YTD) 
• West Division: 4.04 (140 reviews YTD)

NSM Supplies Team Celebrates One Year of Successful Implementation of Client Resupply Reminder Tool 

NSM's Supplies Team is celebrating one year of utilizing Brightree Connect — happy anniversary to this powerful tool! Over the past year, the team has focused on enrolling clients into Brightree Connect to ensure there are no gaps in their monthly resupply process.

With this technology,  clients can fully customize how they receive their resupply reminders — whether through automated calls, text messages, emails, or direct outreach from their assigned CSS. This proactive approach allows clients to respond when convenient for them and ensures they receive the products they need each month —  approximately 1/3 of our clients are taking advantage of our automated options (calls, text and emails)!

Supporting this process,  each resupply client is paired with a dedicated CSS, creating consistency and building on their existing relationship with National Seating & Mobility. This is backed by a dedicated documentation team. This team focuses on keeping all prescriptions and prior authorizations current and proactively renewed, helping to eliminate potential delays. Together, the combination of Brightree Connect and our internal resupply support structure provides a seamless, reliable experience for clients and strengthens our reputation for dependable service. 
 

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PEOPLE

NSM Home Access Team Install Ensures ALL Can Enjoy Ride at
Six Flags Great Escape 

Recently NSM's Home Access Team installed a vertical lift at the Six Flags Great Escape amusement park in Lake George, NY. The vertical lift was installed during a remodel of an existing ride and ensures that all people, including those with disabilities, are able to enjoy it. A huge shoutout to the Access Team in making sure people of all abilities can have the time of their lives at the amusement park!

Thank You to Our NSM Team Members Who Served/Are Serving for Your Service & Sacrifice 

Officially designated by Congress in 1999, May is Military Appreciation Month, a monthlong observance encouraging patriotic Americans to honor past and present military service members and their families. Military Appreciation Month also marks other observances including Military Appreciation Day, Armed Forces Day, Military Spouse Appreciation Day and Memorial Day. 

The United States Armed Forces are the military forces of the United States of America consisting of six service branches, the Air Force, Army, Coast Guard, Marine Corps, Navy and, most recently, Space Force. The Army National Guard and the Air National Guard are reserve components of their services and operate in part under state authority.

This month, we are proud to pay tribute to the NSM team members who have served in all branches of the United States Armed Forces. Click here to view a list of NSM employees who have shared that they served or are still serving in the military during the NSM onboarding process. 

Please join us in extending gratitude and appreciation to each of these men and women for their selfless service to this country.  

May is ALS Awareness Month 

ALS Awareness Month has been observed every May in the U.S. since a 1992 proclamation issued by President George H.W. Bush. Amyotrophic lateral sclerosis (ALS) is a progressive neurodegenerative disease that affects motor neurons (cells) in the brain and spinal cord. These cells process and transmit signals controlling the muscles and their deterioration leads to symptoms of ALS including the inability to walk, speak, eat and even breathe. As the disease progresses, symptoms worsen, making breathing and swallowing difficult and sometimes resulting in paralysis. Here are some facts about ALS from the Les Turner ALS Foundation:

• The average survival rate for someone affected by ALS is 2 to 5 years.
• More than 90% of people with ALS have no known family history of the disease.
• Researchers predict an individual's lifetime risk of acquiring ALS is about 1 in 300 by the age of 85.
• U.S. military veterans are twice as likely to develop ALS compared to non-veterans.

To learn more about ALS and observance activities throughout the month, visit the ALS Association website.
 

May Employee Milestone Anniversaries 

The following NSM employees are celebrating a May milestone anniversary of 5, 10, 15, 20, 25, 30 or 35 years. Congratulations on your anniversary. Thank you for your service! 

FIVE YEARS 

• Jamie Patton (ATP, St. Louis, MO)
• Matt Underwood (ATP, Jackson, MO)

TEN YEARS

• Eric Bailey (ATP, Dallas, TX)
• Don Maulucci (ATP, Buffalo, NY)

FIFTEEN YEARS

• Justin O'Young (ATP, Chicago, IL)

TWENTY YEARS

• Mark Morton (ATP, Harrisburg, PA)
• Melissa MOffatt (Funding Specialist, Remote, WV)
• Antonia Padgett (Customer Service Specialist, Remote, MS)

TWENTY-FIVE YEARS

• Kathleen O'Malley (Funding Specialist, Remote, OH)
• Jonathan Hyzak (ATP, Temple, TX)

THIRTY YEARS

• Traci Hersman (ATP, Grand Rapids, MI)

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PURPOSE

Mission Moment: New Power Chair Makes It Possible to Enjoy the Great Outdoors 

I wanted to take a moment to express my sincere gratitude for the exceptional service from National Seating & Mobility in San Antonio. Wendy Chavez (Funding Specialist), Robert Black (Branch Manager), Rodney Fleming (Master Technician) and Amy McEwen (General Manager); you all provided the best of the best support for the entire process for me to be able to receive my power wheelchair in record time. Your professionalism and efficiency have made a significant difference, and I am deeply appreciative of your assistance.

The chair whose name my children have given, Salvador, has already proven to be incredibly beneficial. My family is so excited. My daughter asked Rodney, the kind tech who delivered the chair, if I would now be able to go for walks with her. So, you have not only improved my life, but my family’s happiness as well.

I am extremely grateful for the high quality and comfort it provides. Your attention to detail and commitment to customer care have not gone unnoticed, and I feel very fortunate to have received such excellent support. You all went above and beyond my expectations.

It’s rare to find genuine care and attention to individualized patient needs! Thank you once again for your outstanding service and helping to improve my mobility and quality of life.

5-Star Google Review Shoutouts 

5-Star Shoutout for Branch 5
I want to thank Carletta,Paris and Manny for making this such a wonderful experience. They were all so kind,understanding  and kept me up to date with the whole process and when there was any deviation with the schedule,Carletta was instantly on it. Paris was also great letting me know how the manufacturing was coming along,and Manny was just so knowledgeable about the chair. He was patient and kind. A good man! If I ever need tech support I will definitely ask for him. All in all it was a pleasure working with National Seating and Mobility!

5-Star Shoutout for Branch 22
This review is for Buffy Rao. Buffy is an incredibly helpful, kind person who went above and beyond to help find the right solution for my mom and was willing to advocate for her throughout the process. A true superstar!

5-Star Shoutout for Branch 94
When mechanical engineer Kevin Stack arrived at my apartment, instantly began making adjustments and fixing my chair. He showed me things that no one else showed me a better way to charge such as And to release so I could rotate my seat among other things  I am very satisfied and thank you very much for sending me such a qualified engineer.

5-Star Shoutout for Branch 513
Excellent service throughout the entire process to install a chair lift. An older house presented many challenges, but the staff made it work. Highly recommend

View more 5-star Shoutouts on the Google Review WNSM page.