Smart Talk

Q. AI is all the buzz right now. How can we address concerns about AI replacing human jobs in DME?  A. In the world of DME operations, AI gets a lot of hype for its flashiness rather than its real benefits. But it’s not about replacing jobs – it’s actually a powerful tool that enhances human skills and boosts how efficiently we can work.  AI excels in automating the tedious, repetitive tasks that bog down the DME review process. It quickly detects errors and...

Q. How is the shift to value-based care payment models impacting HME companies?  A. The better question is, "How will it not?"  With clinical providers focused now more than ever on patient outcomes and satisfaction, it means they must maximize resources, they must aim to treat patients more effectively and efficiently in shorter time frames, they must work under tighter insurance reimbursement margins, and they must make every effort to reduce the overutilization of products...

Q. What does a hospital-at-home program need to succeed?    A. Hospital-at-home is one of the most effective care models I’ve seen to achieve the triple-aim of helping improve patient outcomes and patient experience while decreasing costs. At least one study in 2020 has shown that hospital-at-home costs are less than costs accumulated for patients in a traditional setting.   While we’re on an exciting horizon for home-based health care, for hospital-at-home to succeed...

Q. Why does my accreditor tell me that they or CMS may conduct an unannounced survey anytime during my three-year accreditation cycle and how common is that?   A. When the accreditation mandate began for DME in 2008, the DMEPOS accrediting organizations (AOs) that were approved by CMS for Medicare participation had a requirement to inform their accredited organizations that they would be subject to having an additional unannounced survey by the accreditor or by CMS at some point during...

Q. Why is choosing the right technology partner important?  A. In the fast-paced landscape of DME, finding the right technology partner can be the difference between thriving and merely surviving. DME providers must select partners that offer a commitment to innovation, cost-effectiveness, responsiveness and scalability. Here's why selecting a technology partner is crucial, along with red flags to watch for.  Stagnation in product innovation can spell doom for DME providers looking...

Q. How do we enhance our message? A. When we speak together, we improve the health care landscape. We demonstrate that we are a trustworthy and dependable source of information and expertise, and that we represent a large and diverse group of stakeholders who all care deeply about the DMEPOS industry and those we serve. This collective voice pushes back on any negative or false claims that may come from other interests or groups.  We increase the awareness and recognition of the DMEPOS...

Q. How can I take advantage of the positive feedback I’ve received? A. Now that we’ve discussed the importance of measuring customer service, considering available tracking tools and improving your customer service scorecard, you may have begun collecting feedback. Once you start seeing positive results from your efforts, it’s important to let others know! Sharing feedback is a powerful way to promote your business. It provides authentic validation and builds trust with current...

Q. How can I leverage automation to supercharge my company?  A. HME providers navigate the delicate balance between operational efficiency and delivering top-tier patient care. In an era marked by rapid technological advancement, automation emerges as a game-changer, transforming HME operations and elevating patient outcomes to new heights.  Automation represents a paradigm shift for HME providers, offering a number of advantages that harmonize operations and streamline processes...

Q. How do I work with legislators that I don’t agree with?  A. Advocate for policy not party! One of my greatest sources of pride in my role is that people really don’t know what “party” I affiliate with. I do have my leanings, and to be sure, I have a core set of beliefs. However, in my role, my focus must be different than in my personal life. To maintain this focus, I have something that I remind myself of any time that my personal and professional role meander...

Q. How can I use negative feedback from customers to improve? A. It's common for DMEPOS businesses who are just beginning to measure customer satisfaction to feel anxious about their results. It can be challenging to hear customers express dissatisfaction. I encourage business leaders to face that fear, as negative feedback from customers can provide valuable insights to drive change in your organization. Here are some steps a business can take to effectively use customer feedback to improve. Listen...