Departments > Leader Resources > Monthly Leader Brief Archives

August 2025

Coming Soon! A New Approach to Client Satisfaction Surveys (originally shared 7/31)

We’re launching a new way to collect client feedback because our current survey process hasn’t changed in over 20 years, and response rates have dropped to just 3%. We launched a similar process last year with our Kaiser clients, and the response rates are consistently three times higher.

Here's What's Changing

- Text message delivery: Surveys will be sent via automated text messages with reminders to increase response rates.
- Three touchpoints: Clients will receive a brief survey after Evaluation, Funding, and Delivery — giving us real-time feedback at each stage.
- Short and simple: Surveys will be under 6 questions and take less than 2 minutes to complete.
- 5-point rating scale: 5 = Strongly Agree, 1 = Strongly Disagree.
- Google reviews: Clients rating us a 4 or 5 will be prompted to leave a Google review, boosting our online visibility.
- Alerts for low scores: A rating of 2 or below triggers an automated alert to the appropriate leader for follow-up.
- Daily reporting: Results will update every 24 hours in Power BI.
- Applies to new equipment orders only. Repairs, home access, and supplies will be added once the new process is up and running in all U.S. branch locations.

Key Milestones

- August 1: Current Press Ganey surveys will end.
- Early August: Pilot begins in one region.
- By October 1: Rollout complete in all U.S. branch locations

Click here to learn more and view the survey questions. We will provide progress updates along the way. If you have questions, please send them to feedback@nsm-seating.com.

Company Priorities

NSM Travel & Entertainment Expense (T&E) Policy Being More Strictly Enforced as of Today, August 1

A communication regarding adherence to the existing T&E Policy effective August 1 was sent to all U.S. employees earlier this week. This communication reinforced expectations around timely, complete, and accurate expense submissions, with a focus on consistent compliance and operational efficiency. As a leader at NSM, we need your help to ensure all employees adhere to the policy.

Key Points for Your Teams

No new policies introduced – this is a reinforcement of existing policy requirements.
Corporate card transactions must be addressed within 7 days of the charge to avoid suspension.
Reimbursement requests must be submitted within 30 days of the date incurred.
Late submissions or repeated non-compliance may result in further action.
Common areas of non-compliance include missing receipts, expense type selection, detailed descriptions, attendees when applicable, branch number when applicable, and timely responses.

Leader Action Items

Please review and familiarize yourself with the following T&E policy documents:
- T&E Policy
- T&E Policy Critical Reminders
- T&E Expense Reference Guide
- Missing Receipt Affidavit
Discuss with your teams during department meetings.
Emphasize timely task completion in the expense platform to avoid escalation.

Thank you for your continued commitment to driving accountability and alignment across the organization.

RingCentral Transition Going Smoothly: What We've Learned So Far & Important Reminders

We are now officially halfway through our RingCentral rollout. So far, the transition is going smoothly! Many teams are using RingCentral as their new phone platform, and we’ve already gathered a few helpful insights:

No changes for clients or call flow. For those who answered calls through Fuze, it’s business as usual just with a new platform behind the scenes.
You must manually extract your contacts from Fuze. If you saved contacts in Fuze, they won’t carry over automatically. Be sure to manually extract them before your Go Live date and import them into RingCentral to avoid losing important numbers.

Important Reminders

Your account won’t activate until your Go Live date. You may see some setup options ahead of time, but you won’t be fully functional until the official launch day for your team. Additionally, client calls will remain routed to Fuze until your Go Live date.
RingCentral does not replace Microsoft Teams. You’ll still use Teams for chat, meetings, and collaboration. RingCentral is strictly your new phone and voicemail platform.

More updates and tips to come as we continue the rollout. Thanks to everyone for your adaptability and feedback!

How to Verify if a Medicare Medical Records Request is Real or Fraudulent

CMS has identified a fraud scheme targeting Medicare providers and suppliers. Scammers are impersonating CMS and sending phishing requests for medical records or payment of alleged Medicare debts, often via fax or email, falsely claiming to be part of a Medicare audit or debt collection efforts.

Important: CMS generally does NOT initiate audits via fax or email unless a provider requests it, and Medicare overpayment collections are handled through an established process through the Medicare Administrative Contractors (MACs).

How to Verify if a Request is Real or Fraudulent
If you receive a suspicious request, do NOT respond. Instead, follow the process below to verify whether the medical records request is real or fraudulent.

- If you have receive a request via fax: Forward the fax to MedicareRentals@nsm-seating.com to be verified.
- If you receive a request via email: Follow the normal phishing reporting process by clicking the Outlook ‘Report Message’ button or forward the email to Phishing@nsm-seating.com.

When in doubt about a fax or email, the wisest response is to avoid clicking on any links or adhering to any instructions, even if it is from a known non-NSM business partner.

Your vigilance and cooperation are essential to keeping our systems operating as needed to continue serving our clients. Thank you for your continued commitment to safeguarding our systems.

Field Support Initiatives

Did You Know "Order Type" and "Suborder Type" Selection In A Work Order Impact Purchasing? How you can help!

NSM’s Purchasing Team holds purchase orders from being issued for the wheelchair and accessories, when there is a custom mold on the order and the mold has not been completed yet. This process of holding the PO can be very manual if the work order is not set up correctly to cue the auto hold. To help curtail this problem, it is imperative that an employee sets the work order up correctly. This will reduce the effort by Purchasing and would free up time to manage the “not here” cue more effectively. When a mold receives an authorization but has not been molded yet with the client, we hold the purchase of the chair until the mold is completed. The ensures the mold will fit on the chair and that we are not purchasing the chair too soon in advance which can contribute to undeliverable inventory should something with the client change and we are never able to deliver.

The right way to set up the order when there is a custom mold on it is to use “Order Type” “Custom Mold”. If there is a wheelchair and a custom mold on the order, the order should be set up with “Order Type” “Complex Manual Wheelchair” or “Complex Power Wheelchair” and “Sub Order Type” “Custom Mold”. Adding “Custom Mold” in either the order type or suborder type position will cue the PO to be held until there is a mold complete date in the activity tab.

There are 511 WOs that are in unsubmitted or pending status with custom molds in the detail that do not have custom mold selected in order type/suborder type. We will be manually updating these work orders to ensure the wheelchair is not purchased prior to the mold being completed. Moving forward, please ensure the work order is set up correctly to ensure we do not purchase the wheelchair until the mold is completed.

NSM's Overall Google Review Rating Average Drops to 4.2 in July - Don't Forget to Just Ask for Positive Reviews!

NSM closed out the month with a 4.2 overall Google Review star rating for the company. This is in comparison to an overall 4.5 average in June and 4.6 average in May. This is the lowest our overall average has been for 2025 so far.

With this in mind, please remember the importance of the power of a positive Google Review rating and encourage your teams to continue to just ask happy clients for more reviews. The more positive scores, the higher your overall star rating will climb. Click here to view helpful Google Review resources to share with your teams.

Click here to download and 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.

Below are divisional breakdowns for July and 2025.

July Google Review Rating Update by Division

Access Standalone: 4.3 (9 total reviews)
Canada: 4.6 (38 total reviews)
North Division: 4.1 (65 total reviews)
South Division: 4.3 (55 reviews)
West Division: 3.8 (40 reviews)

2025 Year to Date Google Review Rating Update by Division

Access Standalone: 4.7 (58 reviews YTD)
Canada: 4.8 (205 reviews YTD)
North Division: 4.3 (336 reviews YTD)
South Division: 4.5 (521 reviews YTD)
West Division: 4.0 (222 reviews YTD)

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.

Remind Your Teams to Invite Their Referral Partners to a Momentum Academy Event in Their Area

NSM's Momentum Academy events are a great touchpoint for you to connect with your referral partners and invite them to register for an event in their area.

As a reminder these events offer a new way for clinicians to learn about Complex Rehab Technology (CRT) while earning continuing education credits for their time with the NSM Momentum Academy event series. Momentum Academy is designed to educate clinical partners, including physical therapists, occupational therapists, and other healthcare providers about best practices in mobility solutions and CRT.

Upcoming Event Dates

August 01 - Billings, MT
August 26 - Nashville, TN
September 05 - Anaheim, CA
September 18 - Chicago, IL
September 23 - Orlando, FL
October 01 - Charlotte, NC
October 24 - Oklahoma City, OK

Click here to learn more.