Tech-driven patient engagement: Experts urge providers to modernize resupply strategies

WATERLOO, Iowa – Sleep and tech experts at VGM & Associates, ACU-Serve and Synthpop told HME providers at the Heartland Conference in June that they have more communication tools at their disposal than ever for top-notch resupply programs. 

With adherence to CPAP therapy so important – “Less compliance, less orders,” said Kyle Neese, a senior account executive for ACU-Serve – they need to take advantage of those tools, they say. 

“You can’t wait until it’s too late,” agreed Maddy Bland, an account executive at Synthpop, which offers technology to sort and automate data entry, verify insurance and make phone calls. “You don’t want to have to launch a rescue campaign.” 

Neese and Bland were part of a panel discussion at the event that also included Boone Lockard, vice president of clinical services for VGM, and Zach Taylor, director of operations for Nationwide Medical. 

Multi-modality magic 

If there’s one thing experts wanted providers to take home from the discussion, it’s the importance of leveraging multiple tools in their communication with patients. That allows providers to “meet patients where they’re at,” Lockard said. 

“We’re a live call first program, but if they’re not answering, we’re going to follow up with text and email, as well,” he said of VGM Total Sleep Services, which aims to streamline every aspect of sleep therapy—from AI-powered CPAP mask fitting and machine dropship with pressure setting, to patient compliance and adherence monitoring, resupply fulfillment, and asset recovery. “Let them determine how they want to communicate with us.” 

'Don’t be scared’ 

As providers become more accustomed to communicating with their patients in different ways, it's also important that they keep an open mind about the next generation of tools, Bland said. 

“We’re seeing the same thing as we saw with IVR,” Bland said of virtual and AI agents. “People think it’s scary. But we know it can help us automate and scale. Don’t be scared to dip your toes into new things. If it means getting an answer versus leaving a message, even if it’s with an AI agent, you’re resolving a patient need in that moment.” 

It can still be personal 

Even when they’re deploying newer technologies, providers can keep their communication personal, experts said. The key is reviewing their business practices – which tools they’re using and when – and constantly adjusting, they said. 

“You can’t set it and forget it,” Neese said. 

Bland agreed, saying providers should also capture and analyze patient sentiment on their communication methods. 

“Automation is not just about blasting reminders,” she said. “It can feel personal when done right.”