CMS Site Visit
Supplier Checklist

1. Understanding the Site Visit

Site inspections are conducted at your physical address by National Supplier Clearinghouse (NSC) personnel or their authorized subcontractors. The visit verifies that your location is operational, accessible, and compliant with all 30 Medicare Supplier Standards under 42 CFR § 424.57(c).

Key Facts

• Visits are unannounced — you will receive a pre-visit letter but NOT an exact date
• Conducted during your posted business hours
• The inspector will carry photo ID and a signed letter on CMS letterhead
• Photographs of your facility, signage, and inventory will be taken
• Typically two attempts are made — unless the first visit reveals the site is clearly non-operational
• An employee, owner, or authorized legal representative must be present during the visit

2. What Happens During the Visit

Here is the typical sequence of events during an NSC site inspection:

1. Arrival & Identification: Inspector arrives, presents photo ID and CMS authorization letter. Verify their identity.
2. Acknowledgement Form: You will be asked to sign the Site Visit Acknowledgement form (NSC Revision 17). This confirms you received the disclosure statement and list of supplier standards.
3. Facility Walkthrough: Inspector examines the physical location — signage, accessibility, hours posted, work areas, storage, inventory.
4. Photograph Documentation: Photos of exterior signage, interior setup, inventory, and facility layout will be taken.
5. Document Review: Inspector requests specific documents from the supplier checklist (items 1–15 above). Present originals where possible.
6. Staff Interview: Inspector may ask employees to describe the business operations, products supplied, and complaint procedures.
7. Checklist Completion: Inspector marks which items were checked or requested on the acknowledgement form.
8. Exit & Follow-Up: Inspector provides a copy of the signed acknowledgement. Any items not available must be faxed to NSC within 2 business days.

3. Staff Preparation & Interview Readiness

Inspectors routinely interview on-site staff. Every employee should be able to answer basic questions about the business.

Questions Staff Should Be Prepared For:

• "What does this company do?" — Supply durable medical equipment to Medicare beneficiaries
• "What products do you supply?" — Be able to name specific product categories (CGMs, wheelchairs, CPAP, etc.)
• "Who is the owner/manager?" — Know the name and title
• "How does a patient file a complaint?" — Know the complaint process and where the log is kept
• "Where is the inventory stored?" — Be able to show the inspector the storage area
• "What are the hours of operation?" — Know the exact posted hours

4. Document Binder Organization

Maintain a "Site Visit Ready" binder at the front desk or reception area at all times. Organize it with the following tab structure:

5. Top 10 Reasons Site Visits Fail

1. Nobody on-site during posted hours — The #1 cause of failure. If you're closed for lunch, post it. If staff steps out, have a sign with return time.
2. No visible signage — Business name must be visible from the street or building hallway. Not just on the door — think line-of-sight.
3. Hours not posted — Must be visible from OUTSIDE the facility, even when the door is closed.
4. Missing or expired liability insurance — Certificate must show NSC as certificate holder at PO Box 100142, Columbia, SC 29202.
5. No surety bond on file — Must be current and uninterrupted. Check expiration dates quarterly.
6. No complaint log — Even if you've never received a complaint, you need a blank log and written procedure in place.
7. Staff can't describe the business — If employees don't know what products you supply or who the owner is, that's a red flag.
8. No physical inventory — Some product must be on-site or evidence of a delivery/drop-ship operation with documentation.
9. Expired business licenses — Check renewal dates. An expired license during a visit = automatic finding.
10. Refusing the visit or being uncooperative — Immediate grounds for denial or revocation. Always cooperate.

6. Emergency Quick-Fix Checklist

If you suspect a visit is coming soon (received the pre-visit letter), complete these priority actions immediately:

1. Walk the exterior. Is your signage visible? Are hours posted? Can someone find you from the street?
2. Check the binder. Open every tab. Is everything current? Replace expired documents.
3. Verify insurance. Is your COI current? Does it list NSC as certificate holder? If not, call your agent TODAY.
4. Check the surety bond. Current and uninterrupted? Verify expiration date.
5. Review the complaint log. Is it accessible? Does the written protocol exist?
6. Brief all staff. Hold a 10-minute meeting. Cover: what the business does, who owns it, how complaints work, where the binder is.
7. Confirm coverage. Ensure at least one knowledgeable person is on-site during ALL posted hours every day until the visit occurs.
8. Inventory check. Verify physical product is on-site or delivery records are documented.
9. Clean and organize. The facility should look professional and operational — not storage-only.
10. Designate the liaison. Who will walk the inspector through? Assign a primary and backup.

7. Post-Visit Actions

Immediately After the Inspector Leaves:

1. Review your copy of the signed Site Visit Acknowledgement form
2. Identify any items that were checked/requested but not available during the visit
3. Fax requested items within 2 business days to 1-800-568-9733 (Attn: Gail Hudgens)
4. Keep a copy of everything you fax — with fax confirmation receipt
5. Document the visit in your own records: date, inspector name, items reviewed, items requested
6. Debrief with staff — what went well, what needs improvement
7. Update your binder with any items that were missing or outdated