HQAA Blog

Contracts

Posted by Steve DeGenaro on Fri, Feb 16, 2024 @ 10:12 AM

A “contract” is defined as “an agreement between two parties that creates an obligation to perform or not perform a particular duty”. Organizations are sometimes taken aback when a surveyor asks them to see any contracts they have in place during the survey. Accreditation agencies are certainly not law firms nor are surveyors lawyers, but the contracts a DME organization has in place have relevance to the survey process and the quality standards.

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Topics: Business Practices

New Year’s Resolutions

Posted by Steve DeGenaro on Fri, Jan 12, 2024 @ 09:27 AM

When the ball dropped at the stroke of midnight January 1 this year, did you make any resolutions? Most people do—sometimes a new diet, an exercise program (January 1st is traditionally the busiest day in a gym!), a more responsible financial plan, or some version of “be a better person” by saying something nice to a new person every day or trying to bestow a compliment on a stranger.

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Topics: Employee Training, Billing, Showroom, Retail, Customer Service, Business Practices, Marketing, Equipment

Ending the Year in Style

Posted by Steve DeGenaro on Fri, Dec 15, 2023 @ 03:05 PM

I imagine it’s the same in other industries—December in DME can be a hectic, scatterbrained race to the finish. (“The finish” in this case being the end of the year). Financially speaking, it’s a time to try to maximize earnings and pad the bottom line, wrapping up billing cycles and completing tasks to prepare financially for the new year. Patient/customers that have met their deductible are anxious trying to consume healthcare before a new deductible cycle begins. December 31st is the end of a quarter, the end of a month, and the end of the year and there’s two major holidays –Christmas and New Year to work around. Staff wants to spend time with their families. And of course, company holiday parties abound.

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Topics: Employee Training, Personnel Files, Billing, HQAA Accreditation, Process Improvement, Materials Management, Showroom, Delivery, Warehouse, Customer Service, Disaster Preparedness, Emergencies, Business Practices, Infection Control, DMEPOS

Quality Improvement Indicators

Posted by Steve DeGenaro on Mon, Oct 09, 2023 @ 09:03 AM

DME owners and managers often cite quality improvement (QI) and/or performance improvement (PI) as one of the most difficult concepts to understand and one of the most difficult programs to implement within their businesses. And industry consultants and surveyors find the so-called QI Standards some of the most frequently cited standards for deficiencies and recommendations, and one of the areas in which they spend the most consultative time educating companies.

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Topics: Quality Improvement, HME Accreditation Requirements, Process Improvement, Customer Service, Business Practices

Happy New Fiscal Year

Posted by Steve DeGenaro on Mon, Jul 10, 2023 @ 04:12 PM

Calendar year is a very predictable January 1-December 31 each year. With very few exceptions, this is “the year” and most folks say “Happy New Year” on January 1st. The exception to that is in the world of business—where there are arcane and unusual, but well thought out, differences and exceptions.

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Topics: Quality Improvement, Quality Standards, Process Improvement, Avoiding Deficiencies, Disaster Preparedness, Business Practices, Equipment

The Value of Conventions, Conferences, and In-Person Seminars

Posted by Steve DeGenaro on Wed, May 03, 2023 @ 10:00 AM

During that little pandemic thing we dealt with 2020-2022, our structure, processes, and even values changed in many ways. It can be argued that many of these changes made us stronger, more flexible, and more efficient. Think of things like teleconferencing for meetings, billers working from home, porch drop off deliveries, and virtual equipment set up/instruction. We, as an industry, were pretty resilient. Some of the changes however were generally perceived to be negatives. For instance: we lost in-person customer service skills. Good, bad, or indifferent, our industry adapted to these changes quickly. In some cases, it’s safe to say we’re never going back.

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Topics: Employee Training, Quality Improvement, Process Improvement, Business Practices, Equipment

'Best If Used By...’ --A Look at Products with Expiration Dates & How They Are Surveyed

Posted by Steve DeGenaro on Tue, Apr 11, 2023 @ 03:17 PM

A woman in the grocery store who happened to be in line in front of me realized an item she was buying from the frozen food section was past its expiration date by about a month. She came to this realization perusing her items and just in time to bring it to the check-out clerk’s attention. The clerk admitted she didn’t realize frozen food even HAD an expiration date, and called a stock boy over to replace the item. The woman turned to me to apologize for the delay and said something about how the quality control in the store wasn’t what it used to be.

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Topics: Quality, Process Improvement, Retail, Delivery, Oxygen, Warehouse, Customer Service, Business Practices

A New Year: A New Company

Posted by Steve DeGenaro on Wed, Jan 04, 2023 @ 03:41 PM

2023. We’re twenty-three years into the new millennium.  Medicare is close to sixty years old. Time is marching on quickly—relentlessly, some would say.  New Year’s Eve parties continue the great tradition of partying into the wee hours, ringing in the New Year with a toast, and getting up January 1st with a renewed optimism, a positive outlook on life, and a list of resolutions to improve.  You might say it is a great example of continuous quality improvement.  

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Topics: Employee Training, Security, Quality Improvement, Renewing Accreditation, Compliance, Process Improvement, Materials Management, Showroom, Retail, Warehouse, Work, Disaster Preparedness, Business Practices, Marketing, Equipment

I’m Thankful For...

Posted by Steve DeGenaro on Thu, Nov 10, 2022 @ 09:54 AM

In early November, each year, our minds turn to Thanksgiving. No surprise that Thanksgiving ranks as one of many American’s favorite holidays. It’s a time of positive reflection, a time to literally give thanks for all the blessings in our lives, and the gateway to the triumvirate of important holidays (Thanksgiving/Christmas/New Year’s Day). And then there’s the food: a grand feast of turkey, ham, stuffing, cranberry sauce, mashed potatoes, rolls, and pecan and pumpkin pie. For many people, it’s a glorious four-day weekend of eating, watching football games, visiting with family and friends, and reflection on the past year.

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Topics: Quality, Employee Training, Process Improvement, Showroom, Retail, Delivery, Competence, Work, Customer Service, Business Practices, Marketing, Infection Control, Equipment, DMEPOS

Compliance Programs

Posted by Steve DeGenaro on Wed, Oct 05, 2022 @ 10:44 AM

In our January 2022 blog, we talked about fraud, waste, and abuse and touched on compliance programs. The article prompted questions and comments from quite a few organizations and questions of late suggest it might be a good time to do a deeper dive on compliance programs.

Compliance “programs” are sets of policies & procedures specifically designed to help an organization adhere to law and regulation. These policies and procedures are specifically set up to detect, prevent, and correct fraud, waste, and abuse. Medicare requires any provider to have such a program and they have very specific content they want these policies to contain.

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Topics: Security, Billing, HQAA Accreditation, Compliance, Avoiding Deficiencies, Complaint Process, Business Practices, Marketing, Surveys, OIG