Customer comments

Sunday, October 30, 2011

SUNRISE, Fla. - HME providers know consultant Louis Feuer best for his energetic appearances at industry events, where he doles out sales, marketing and customer service advice. Now he also has something tangible to offer them.

Feuer recently launched MedComment Center, a system that allows HME providers to automate the process of gathering, summarizing and analyzing customer feedback. To meet accreditation requirements, providers must survey their customers.

"Most providers do the surveys, but I don't know if they have the data to make improvements," said Feuer, founder of Dynamic Seminars & Consulting. "They don't know what's a trend or not. With this system, they do."

Here's how the system works: HME providers direct their customers to a personalized website created by MedComment Center and ask them to take the appropriate survey. There are three: retail customer, referral source or patient/caregiver. The system emails the results to the provider.

West Lakes Medical in West Des Moines, Iowa, signed up for MedComment Service in September. The HME provider looks forward to replacing its haphazard system for gathering customer feedback, and improving the amount and quality of responses.

"In the past, we've asked them to fill out surveys right in the store, or we've sent it home with them and asked them to send it back," said Amy Massey, HME business manager. "The return was never very good and the response was so sporadic that it was hard to use it for performance improvement."

After the system is in place a few months, the provider plans to review the survey results during its monthly operations team meetings.

"Everyone from the financial officer to the medical director attends these meetings," said Pat Reeves, director of HME.