A patient has the right to be treated with dignity and respect
A patient shall not be denied the right to designate a legally allowed individual or agency, who is authorized, to act on his or her behalf
A patient or, when appropriate, a patient’s representative, has the right to be informed of his or her rights at the earliest possible time
A patient has the right to participate in the development of care and service plans
A patient has the right to services including training, without discrimination based upon race, color, religion, sex, sexual preference, or national origin
A patient has the right to examine and receive a detailed explanation of his or her financial obligations
A patient has a right to full information and counseling on the availability of known financial resources and beneficiary coverage for Tandem products and services
A patient and, when appropriate, a patient’s representative, has the right to voice any concerns, complaints or grievances regarding a patient’s care, treatment or services
If a patient has a concern, complaint, or grievance, he or she may contact Tandem Customer Support by:
Calling Customer Support at 1-877-801-6901
General Support is available 24 hours a day, 7 days a week
Supply Order Support is available 5 am to 5 pm PST, Monday through Friday
Pump Order Support is available 6 am to 5 pm PST, Monday through Friday
Writing a letter to Tandem Diabetes Care
ATTN: Customer Support and sending it to 12400 High Bluff Drive San Diego, CA 92130
Tandem’s regular business hours are 8 am to 4 pm PST, Monday through Friday
A patient has the right to express comments or concerns to our accrediting body, Community Health Accreditation Program (CHAP). The CHAP hotline (1-800-656-9656) is available Monday through Friday from 8 am to 6 pm Eastern time.
Patient Responsibilities
Patients and their families, when appropriate, are responsible for providing correct and complete information when requesting assistance with insurance verification and other products and services provided by Tandem Diabetes Care.
Patients and their families are responsible for reporting unexpected changes with their medical, financial, or insurance condition.
Patients and their families are responsible for asking questions when they do not understand the products or services being provided or the reason for the information being requested.
Patients and their families are responsible for following the product training, instructions for use and service that have been developed by Tandem Diabetes Care.
Patients and their families are responsible for the outcomes if they do not follow the product instructions for use, service or payment plans
Patients and their families are responsible for being considerate of Tandem’s staff and property, as well as other patients and their property
Patients and their families are responsible to promptly meet any financial obligation agreed to with Tandem Diabetes Care and are responsible for any outcome if they fail to satisfy those obligations
Patients and their families agree to hold harmless Tandem Diabetes Care from any expenses they may incur as a result of Tandem contacting emergency medical care on their behalf