Surveyors for all the accrediting organizations are back on the road now, surveying up a storm and working to catch up the backlog of new customers and ongoing customers who were scheduled for survey in that March to July 2020 time period. It’s good to be back doing what we love, even with some accommodations and new processes in place.
A phrase we’re hearing a lot through this crisis and pandemic is “new normal”. As in, there’s a new normal out there that involves social distancing, wearing masks, working from home, restaurants and non-essential businesses closed or working limited hours, and on and on and on. Every person has had some aspect of their life changed in sometimes small, sometimes profound ways. Of course, this applies to medical equipment providers as much as anyone else.
On a recent survey, I was chatting with the staff member who was responsible for cleaning and disinfecting the rental medical equipment. This particular organization had traditional DME patients, but also serviced a Hospice contract, so the equipment flowed mightily through the warehouse’s clean, dirty, and waiting to be repaired areas. As I was asking him about the cleaners and disinfectants he used, I noticed a poster above his workbench. It was one of those pithy and ubiquitous “keep calm” sayings: “KEEP CALM & MAINTAIN CLEANLINESS.” He smiled and shrugged when he saw me eyeing the poster. This staff member took his responsibility very seriously and was doing an excellent job. His paperwork and technique were both very good, his workspace was orderly and clean, and he understood the underlying reasons it was so important to clean equipment properly for staff safety as well as patient safety.
New Year’s Day --with its resolutions, new beginnings, and fresh start attitude-- is a perfect time of year to reflect on continuous improvement and making ourselves better as not only individuals, but as companies set up to serve the public and our customers. It is also a good time to review ways to improve our bottom line, our operational efficiencies, our general attitude, and our business practices. This sometimes requires revisiting mistakes from our past, things we did wrong, and looking at how we’ve improved them. Deficiencies from our past surveys are certainly a worthwhile thing to look at it in an effort to improve.
Many in the home medical equipment industry equate policy manuals to their accreditation inspections. And of course, these bulky tomes are certainly a large part of the accreditation and survey experience for every DME. Policy manuals serve as the road map for how work gets done within an organization, a set of rules for the organization, and the document that defines the structure, function, and philosophy of the organization. Let’s look at what a policy manual should contain and how it impacts not only accreditation, but also the overall day-to-day operation of an organization.
Topics: Employee Training, HIPAA, Security, Personnel Files, Quality Improvement, Billing, Renewing Accreditation, Quality Standards, HQAA Accreditation, HME Accreditation Requirements, Patient File Requirements, Compliance, Patient Privacy, Clinical Practice Guidelines, Materials Management, Avoiding Deficiencies, CMS, Complaint Process, Quality Care, Showroom, Retail, Delivery, Clinical Respiratory Services, Oxygen, Warehouse, Safety Officer, Competence, Customer Service, Disaster Preparedness, Emergencies, Business Practices, Marketing
Topics: Quality, Employee Training, HIPAA, Personnel Files, Quality Improvement, Billing, Quality Standards, Patient File Requirements, Compliance, Patient Privacy, Process Improvement, Materials Management, Avoiding Deficiencies, Showroom, Retail, Delivery, Warehouse, Safety Officer
Say the word “warehouse” to many people, and you conjure up images of a dark, dusty, damp place with rows of equipment and boxes, piled to the ceiling. A home medical equipment company’s warehouse certainly can be the source of problems, deficiencies with standards, safety hazards, and infection control issues. But with just a little planning, some elbow grease and hard work, and a bit of ongoing monitoring, you can turn your warehouse into a clean, safe, even pleasant environment that improves operational efficiencies and helps your employees do their job well.
Companies going through an accreditation process usually experience at least some degree of anxiety. The importance of achieving and maintaining accreditation is often “life and death” to an organization—lose it and you may not be able to continue billing or receive referrals from a payer or a referral source. If it’s the first time you’re going through the process, you can also add the fear of the unknown to that equation. Add these factors together and you have a combination that can cause a lot of stress!
The nature of accreditation is that a company embraces a continuous quality improvement methodology and operates its business in compliance with laws, regulations, and industry best practices to the best of its ability. Accreditation is a journey not just a destination – a journey full of learning opportunities, education, and revision and tweaking of your company’s processes and procedures.
That process doesn’t lend itself well to quick “punch lists” and it is not advisable to look for shortcuts along the journey. However,
Home medical equipment companies frequently mention that it seems that the majority of survey (inspection) activity takes place in equipment storage, cleaning, and warehouse areas, as well as out in the field during “ride-alongs” to observe patient interactions with staff.HME staff is sometimes caught by surprise when the surveyor turns their attention to the retail showroom during the inspection. Why would a surveyor want to look at a retail showroom and what accreditation standards apply in that setting?