Digital Health: Differentiate your business with telehealth

Q. How can telehealth and remote monitoring improve my bottom line? 

A. Telehealth is no longer optional. Over the past few years, telehealth has evolved from an emergency solution during the pandemic to a mainstream expectation. Patients – and referral sources – now assume there will be a virtual option for follow-ups, troubleshooting and education. For DME providers, that expectation represents more than convenience; it’s an opportunity to improve compliance rates, patient outcomes and, ultimately, reimbursement.  

Take CPAP therapy as an example. Patients who receive timely coaching, even if it’s virtual, are significantly more likely to meet compliance thresholds. Remote monitoring tools can flag usage drops, mask leak issues or patient-reported discomfort long before a follow-up call might be scheduled. That early intervention can be the difference between keeping a device in use – and losing revenue due to a failed compliance period.  

In our industry, patient outcomes are directly tied to payment. Medicare and commercial payers increasingly require proof of usage and adherence before authorizing payment beyond the trial period. If a patient stops using their device – whether due to discomfort, confusion or lack of perceived benefit – you not only lose a sale but also may have to absorb unreimbursed costs. Telehealth allows you to:  

• Intervene earlier by receiving real-time alerts from connected devices.  

• Educate patients quickly with video visits or on-demand tutorials.  

• Reassure referral sources that their patients are supported and monitored. It’s not just about keeping a patient on therapy — it’s about protecting revenue streams and strengthening relationships with prescribers.  

Telehealth is more than a box to check – it’s a way to differentiate your business. When referral sources know you can provide rapid, responsive and technology-enabled support, you become the provider they want to work with. When patients know they can get help without leaving home, they’re more likely to stick with their therapy. In a competitive market, that combination of compliance, convenience and outcomes isn’t just good care – it’s good business. 

Robin Randolph is senior vice president of marketing for sovaSage. Reach her at robin@sovasage.com. 

Quick wins: Here’s a start sheet for improving patient adherence – and protecting your bottom line  

1. Set up alerts: Enable real-time notifications from connected devices (CPAP, oxygen concentrators, glucose monitors) to flag non-compliance early.  

2. Act within 48 hours: Follow up on any compliance alerts within two days – the sooner you intervene, the better the outcome.  

3. Use simple video tools: Adopt HIPAA-compliant video platforms like Doxy.me or Zoom for quick, convenient patient coaching.  

4. Document every interaction: Log the date, time, method, issues discussed and education provided for all telehealth encounters.  

5. Personalize education: Send short, condition-specific video clips or PDFs to address the patient’s exact challenge.  

6. Close the loop: Confirm with the patient – and document – that the issue was resolved, and share progress with the referral source when appropriate