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September 16, 2025

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!

Improving Order Process Transparency: New Resource Available on NSM-Seating.com

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 beginning in September. 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 4.4 Overall Average Google Review Rating

We are starting the month of September off strong with a 4.4 overall average Google Review star rating and a total of 83 reviews across the organization, with 83% 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.

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.

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!

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 in Full Swing

NSM hosted the Billings, MT and Nashville, TN Momentum Academy events last month and the Anaheim, CA event last week. 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 18 - Chicago, IL
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!

PURPOSE

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!

5-Star Shoutout for Branch 502 (Surrey BC)
Fantastic service from Miroslav. Prompt, polite, quick turnaround to get my chair serviced. A big thank you to all the staff at National Seating & Mobility. Your efforts make life a bit easier.

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