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FAQ's

General Questions

​What is Golden Heart Medical Supplies?

Golden Heart Medical Supplies is a family-owned Durable Medical Equipment (DME) provider dedicated to delivering quality medical supplies with compassionate service. We work closely with patients, caregivers, clinicians, and referral partners to ensure timely access to medically necessary supplies. 

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Where are you located?

Golden Heart Medical Supplies is based in Round Rock, Texas and serves patients throughout Texas.

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What makes Golden Heart Medical Supplies different?

We combine personalized customer service with industry expertise, helping patients receive the supplies they need while minimizing paperwork and administrative burden. Our goal is to provide reliable service with dignity, respect, and compassion.

Products & Services

What types of supplies do you provide?

We provide a variety of monthly medical supplies, including:

  • Incontinence supplies

  • Urological supplies

  • Enteral nutrition supplies

  • Ostomy supplies

  • Continuous Glucose Monitors (CGMs)

  • Other qualifying medical supply products

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Do you provide supplies directly to patients?

Yes! Many of our products require a physician order and insurance verification before shipment. Our team will help determine eligibility and guide patients through the process. If the item(s) you are requesting is not covered by insurance or you wish to bypass insurance, you will be given the option to purchase the item(s). 

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Do I need a prescription?

For most insurance-covered items, a physician's prescription and supporting documentation are required before services can begin. Some of the items we provide require a prescription even if you are not going through insurance and others can be provided "over the counter."

Insurance & Billing

What insurance plans do you accept?

Some of the major plans we are currently accepting:

  • Medicare

  • Texas Medicaid

  • Blue Cross Blue Shield (BCBS)

  • Baylor Scott & White Health Plan

  • Give us a call for other plans

Coverage varies by product and plan, so our team will verify benefits before services begin. 

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How do I know if my supplies are covered by insurance?

Our staff will verify your insurance benefits and determine whether your prescribed supplies meet coverage requirements before processing your order.

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Will I have any out-of-pocket costs?

Depending on your insurance plan, deductibles, co-pays, or non-covered items may apply. We will communicate any patient responsibility before shipment.

Ordering & Deliveries

How do I become a patient?

You can:

  1. Have your physician send us a referral.

  2. Contact our team directly.

  3. Ask your case manager, discharge planner, or healthcare provider to refer you.

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How often can I receive supplies?

Many products are delivered on a monthly schedule based on your insurance coverage and clinical eligibility.

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How long does it take to receive supplies?

Delivery times vary depending on insurance authorization requirements and product availability. Our team works to process referrals as quickly as possible.

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Do you offer home delivery?

Yes. Eligible supplies can be shipped directly to your home for convenience and continuity of care.

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What if my supplies are running low?

We will typically contact you about a week before your supplies should run out to see if you are ready for a new order. If we haven't, please contact us as soon as possible- we may be having issues obtaining clinical documentation from your physician or a delay in obtaining a required authorization. We encourage patients to request refills before they run out so we can avoid interruptions in care.

Referrals for Healthcare Professionals

How can providers refer patients to Golden Heart Medical Supplies?

Providers may fax referrals, submit orders electronically, or contact our referral team directly.

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Do you accept electronic prescriptions?

Yes. Golden Heart Medical Supplies accepts electronic prescriptions through:

  • DMEScripts

  • GoScripts

  • Suture Health

  • If you prefer a different platform, just let us know and we will try to accomodate

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What information is needed for a referral?

Typically, we need:

  • Patient demographics

  • Insurance information

  • Physician order

  • Supporting clinical documentation 

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How will I know the referral was received?

Our team provides prompt communication regarding referral status, insurance requirements, and shipment updates.

Customer Support

How do I contact Golden Heart Medical Supplies?

Phone: 512-879-4155
Fax: 512-788-9585
Email: info@goldenheartms.com

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What if I receive the wrong item?

Please contact us immediately so we can review the issue and work toward a prompt resolution.

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How do I file a complaint or share feedback?

We welcome feedback and are committed to providing excellent service.

Complaints may be received via:

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All complaints will be responded to within a reasonable time after receipt of the complaint.

  • All complaints will be logged in our software system with details on date and time complaint was received, details of the concern, products involved and description of the issue.

  • Complaints will be reviewed and investigated, as appropriate for the concern.

  • Resolution will be communicated to all necessary parties.

  • Employee training will be conducted on preventative action.

  • The complaint will be closed, reporting findings to manufacturers, distributors, regulatory groups, or other applicable parties.

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If you do not feel your complaint/concern was addressed appropriately or have a concern regarding fraud and abuse, you may contact the following hotlines:

  • Medicare (800) 447-8477

  • Texas Medicaid (800)252-8263

Need More Help?

We're here to help!
Contact Golden Heart Medical Supplies at 512-879-4155 (call or text) or  email: info@goldenheartms.com and our friendly team will be happy to assist you.

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