Advanced Home Care refreshes retail biz

HIGH POINT, N.C. - When Advanced Home Care decided to redesign the retail store at its flagship location, it put its customers front and center.

In December, the provider held a grand opening to showcase the 1,500-square-foot retail space. It features a variety of products, including CPAP devices and supplies, scooters, wheelchairs, pain relief products, and ostomy and wound care supplies.

 “Everything from the colors and the lighting we used to the service desk area and the layout—it's all meant to reduce anxiety and create a calm environment,” said Scott Turner, retail program manager. “We can give space for one-on-one personal attention with still having minimal wait time so we can take care of them.”

Advanced Home Care will eventually roll out the new retail concept to all 24 of its retail locations.

Advanced Home Care is mindful that people can buy the same products online, so the provider makes sure customers have a reason to come to the store: its customer service and its knowledge, says Turner.

“There will always be people who buy online, but for the most part, the customers we work with want to be able to ask questions,” he said. “They know if they buy from us, they can I can come to us with questions or exchange it if it's not the right product. That's difficult when you buy it online.”

The retail business meshes well with the traditional HME business, says Turner.

“We all feed off each other,” he said. “We have CPAP therapy, in which they are getting CPAP units, but there's a lot of accessories like wipes and cleaning products that help with the person being compliant. It all works together.”