Re: Crappy STARband, Orthoamerica customer service, Bad orthotist

October 27, 2009

Thad,I feel for you. We had a similar issue with our initial STARband. It just never fit properly. I was very worried about doing more harm than good, so I brought up the misfit daily. Our orthotist was really nice about it, even offered to get us a new band at no charge, but ultimately we opted to seek treatment elsewhere. After much research we chose to travel every week to the Cranial Technologies in Charlotte, NC from Atlanta, GA. It was an adventure to say the least--a four-hour drive each way. But after two DOCbands and many, many weeks our little boy graduated with a nice, round head. His DOCband never slipped or pushed up or covered up an eye. It was a better fit for 's head--it was smaller and more custom on the inside and outside. Of course this meant he wasn't able to grow as much in it and it required two bands to do what one properly fitting STARband could have done. But, it was worth it to us, even though our insurance covered nothing.

Here are some links to pictures. (I've never been able to post them here for some reason.) I hope they help!http://shootingallens.blogspot.com/2008/12/helmet-woes.html

http://shootingallens.blogspot.com/2008/12/i-dont-know-what-to-do.htmlhttp://shootingallens.blogspot.com/2009/01/compare-and-contrast.html

I'm sorry you've been treated the way you have, but I'm glad you are seeking other opinions. Have you thought about a DOCband? Looks like the closest to you is in New Jersey. Hang in there and keep us posted!

HollyMum to 16-month-old twins, (doc band graduate 07/09) and Max (no band required)On Tue, Oct 27, 2009 at 3:37 AM, Thad Launderville <p38thadl@...> wrote:

I'm having issues with a poorly cast STARband originating from

Diebold, C.O., of Willowbrook Prosthetics in Lebanon, NH. He

apparently removed the cast while it was still too wet. I saw it

wilt when placed on a table, and expressed concern immediately. I

initially accepted assurances, but two months into treatment, now

recognize the same shape in the temples of both the helmet and my

child, and I don't think her face was " slanted " to begin with (though

the right side of her face was displaced posteriorly). Probably not

coincidentally, the helmet closure is 1/4 " higher in front of the gap.

The helmet has also persistently rotated, away from contact with the

anterior temple (daylight, a 3/8 " -1/2 " gap through which you can see

the ear), and into contact with the back of the posterior ear. I've

given Ortoamerica's online advice a persistent trial, rotating the

helmet to a better line and tightening it, but have found that

impossible except when the helmet is getting too tight. (During this

period I also notice regression in the asymmetry, apparently because

the back of the helmet hasn't been adjusted very much at all.)

My first recourse was to seek customer support from Orthoamerica, but

after submitting a HIPPA form and my phone number, all I got was a

rather rude, point-by-point denial of validity to every concern. Not

even an email address to submit photos. In their business model,

their " customer " is not my daughter, but the orthotist, therefore

they will only attempt to ascertain what assistance they can offer him.

(I did learn that the nearest facilities doing high volume and

presumably better quality work with STARband are located in

Manchester, NH and W. Springfield, MA, and only the latter has a

scanner.)

Next, I solicited opinions from orthotists I can actually bring Clara

to consult with. One local company, Yankee Medical, had originally

referred me to Willow Brook because they had lapsed in STARband

training, themselves. The orthotist I had previously spoken to,

Metson, refused to consult (didn't answer my call), and

someone else in the main office was doubtful they could do better. I

tend to believe it, because he also said something stupid about bands

being generally unable to affect ear asymmetry.

Then I found a very experienced pediatric orthotist, Debra Wilde of

Bio-Medic Appliances in Essex Junction, VT. She hasn't done a helmet

for plagio in five years, but was nonetheless impressive to me for

having worked on helmets in pre-FDA days at Stanford. She took

photos and surprised me by saying she would ask someone in charge at

Orthoamerica (don't remember the name, but she seemed to know who to

contact) about Clara, even though she doesn't have STARband

certification, either. We'll talk again in a few days, but if we do

end up able to get a helmet with her, it would be the Becker band

(active, looks like a STARband).

Next steps: Later today, I will confront our present orthotist and

see what more he is willing to do. I want a refund, but I'm pretty

sure that won't be on the bargaining table. I'll take new

stereograms just before the visit, as is my custom. It's been a

ridiculously long period between this time, six weeks, so that should

be decisive. The next day, we'll see Clara's new family doctor, who

replaces Margaret , M.D., the pediatrician who wouldn't

recommend helmeting even when Clara's eye tracking was affected. He

probably doesn't know anything about plagio, but at least he asked

before taking her on, and he has provided good prescription service

to my wife.

--

Thad Launderville

Montpelier, VT

Clara age 18.5 months, in STARband 2.5 months

October 27, 2009

I think there is a CT in Clinton, Connecticut which is probably a 4 hour drive

from you:(

>

> >

> > I'm having issues with a poorly cast STARband originating from

> > Diebold, C.O., of Willowbrook Prosthetics in Lebanon, NH. He

> > apparently removed the cast while it was still too wet. I saw it

> > wilt when placed on a table, and expressed concern immediately. I

> > initially accepted assurances, but two months into treatment, now

> > recognize the same shape in the temples of both the helmet and my

> > child, and I don't think her face was " slanted " to begin with (though

> > the right side of her face was displaced posteriorly). Probably not

> > coincidentally, the helmet closure is 1/4 " higher in front of the gap.

> >

> > The helmet has also persistently rotated, away from contact with the

> > anterior temple (daylight, a 3/8 " -1/2 " gap through which you can see

> > the ear), and into contact with the back of the posterior ear. I've

> > given Ortoamerica's online advice a persistent trial, rotating the

> > helmet to a better line and tightening it, but have found that

> > impossible except when the helmet is getting too tight. (During this

> > period I also notice regression in the asymmetry, apparently because

> > the back of the helmet hasn't been adjusted very much at all.)

> >

> > My first recourse was to seek customer support from Orthoamerica, but

> > after submitting a HIPPA form and my phone number, all I got was a

> > rather rude, point-by-point denial of validity to every concern. Not

> > even an email address to submit photos. In their business model,

> > their " customer " is not my daughter, but the orthotist, therefore

> > they will only attempt to ascertain what assistance they can offer him.

> >

> > (I did learn that the nearest facilities doing high volume and

> > presumably better quality work with STARband are located in

> > Manchester, NH and W. Springfield, MA, and only the latter has a

> > scanner.)

> >

> > Next, I solicited opinions from orthotists I can actually bring Clara

> > to consult with. One local company, Yankee Medical, had originally

> > referred me to Willow Brook because they had lapsed in STARband

> > training, themselves. The orthotist I had previously spoken to,

> > Metson, refused to consult (didn't answer my call), and

> > someone else in the main office was doubtful they could do better. I

> > tend to believe it, because he also said something stupid about bands

> > being generally unable to affect ear asymmetry.

> >

> > Then I found a very experienced pediatric orthotist, Debra Wilde of

> > Bio-Medic Appliances in Essex Junction, VT. She hasn't done a helmet

> > for plagio in five years, but was nonetheless impressive to me for

> > having worked on helmets in pre-FDA days at Stanford. She took

> > photos and surprised me by saying she would ask someone in charge at

> > Orthoamerica (don't remember the name, but she seemed to know who to

> > contact) about Clara, even though she doesn't have STARband

> > certification, either. We'll talk again in a few days, but if we do

> > end up able to get a helmet with her, it would be the Becker band

> > (active, looks like a STARband).

> >

> > Next steps: Later today, I will confront our present orthotist and

> > see what more he is willing to do. I want a refund, but I'm pretty

> > sure that won't be on the bargaining table. I'll take new

> > stereograms just before the visit, as is my custom. It's been a

> > ridiculously long period between this time, six weeks, so that should

> > be decisive. The next day, we'll see Clara's new family doctor, who

> > replaces Margaret , M.D., the pediatrician who wouldn't

> > recommend helmeting even when Clara's eye tracking was affected. He

> > probably doesn't know anything about plagio, but at least he asked

> > before taking her on, and he has provided good prescription service

> > to my wife.

> >

> > --

> > Thad Launderville

> > Montpelier, VT

> > Clara age 18.5 months, in STARband 2.5 months

> >

>

October 27, 2009

we are from nh and drive 3 hrs each way to cranial tech in clinton ct. becuase we were not happy with hanger in nh. Great customer service at clinton cranial well worth the dirve for us. Good luck

On Tue, Oct 27, 2009 at 6:35 PM, <babymonkeyny@...> wrote:

I think there is a CT in Clinton, Connecticut which is probably a 4 hour drive from you:(