HQAA Blog

Ask any owner what they think the most intrusive part of an accreditation survey is and chances are pretty good they’ll mention the financial documents review portion. In my experience, this is because of two equally important reasons: 1) It is certainly information that a business owner does not like or feel comfortable sharing, and 2) Many -if not most- DME business owners are more conversant in and knowledgeable talking about the day to day issues they face in their businesses. Things like new billing software, technological advances with medical equipment, and those new “Sprinter” delivery vehicles are all topics that they love to chat about with fellow business owners. How much money they actually put in their pockets and how difficult (or easy) it was to pay the bills that keep the lights on are topics we just don’t feel as comfortable sharing.

Topics: Billing, Business Practices, Surveys

Because of the nature of our work, the durable medical equipment industry did not close our doors, shelter in place, or shut down for the Covid-19 Pandemic. We did, however, change the way we do business in many ways. Some of these changes will undoubtedly get back to normal as our nation and the world climb out of the pandemic. And of course, many of these changes will become the “new normal” and are destined to remain changed forever. At the time this blog article is being written, HQAA is carefully monitoring the industry as well as law and regulation and CMS policy to determine how accreditation surveys will be performed in both the short and long term. More on that in the weeks to come.

Topics: Employee Training, HIPAA, HME Accreditation Requirements, Patient File Requirements, Materials Management, Showroom, Retail, Delivery, Oxygen, Warehouse, Customer Service, Business Practices, Marketing, Infection Control

Here we are several months into the pandemic.  It appears perhaps the worst is behind us and the world is slowly starting to re-open.  For many, the novelty of sheltering in place has worn off and folks are ready to get back to work.  In the durable medical equipment industry, work has continued as our companies have been considered “essential services” and for the most part, stayed open and done business during and despite Covid-19. 

Topics: Patient File Requirements, Showroom, Retail, Delivery, Warehouse, Work, Business Practices, Infection Control

In all aspects of a person’s life, the first of the year affords an opportunity to “start fresh,” begin again, and resolve to improve.  Every year, I humbly suggest all business owners and managers take a look at their organizations, take stock in what they’ve accomplished, consider opportunities for improvement, and resolve to make the next year better than the last one.

Topics: Personnel Files, Quality Improvement, Showroom, Retail, Warehouse, Business Practices, Marketing

The DME industry has been hit with significant challenges that leave most owners and managers, well, not in a partying mood.  Those of us in the industry for decades remember the days of big Christmas bonuses and lavish holiday parties.  Profit margins aren’t what they used to be.  As the year winds down and the holiday season approaches, it’s important to reflect on the positive and what we DO have rather than what we don’t. 

Topics: Customer Service, Business Practices, Marketing

Nobody wants to have a customer complain about any aspect of their business.  Complaints are negative feedback, indicative of an unhappy customer, and generally a bad thing.  They can be harsh or mild, constructive or destructive, fair or unfair, deserved or not deserved.  But at the core of any customer complaint, there is feedback about a customer experience, or at least their perception of that experience.  And this information and feedback can be a treasure trove of information to use to improve the customer experience, your internal processes, and how your organization does business. 

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

Statistics vary, but a general rule of thumb is that 35-45% of all new employees will leave the company that hires them within two years.  One piece of the data that is consistent is that the rule of thumb applies to all industries and sectors, high wage earners and workers making minimum wage, young and old, male and female.  That statistic should stun managers, supervisors, and business owners and should serve as a “call to arms” encouraging companies to study how they hire and orient new employees to their jobs. 

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

Think about this: In many/most cases, a patient’s first experience with -- and impression of -- your organization happens when they are set up on equipment and admitted to service.  Thus, when your organization delivers equipment or supplies for the first time, or when your respiratory therapist sets up your respiratory device, or when a pedorthist “fits” someone for diabetic shoes, they are forming an impression that will be with them for a long time.  It’s certainly possible they will talk to their friends and family about that experience. 

Topics: Patient File Requirements, Customer Service, Business Practices, Marketing

Memorial Day Weekend, the end of the kid’s school year, or the first day of June all mark the beginning of summer for most of us.  Sure, scientists will tell you that summer begins with Summer Solstice, around June 21^st, the day the Sun is the farthest north; but we all start our summer season based on man-made demarcations and arbitrary dates and times.  For many of us, summer means swimming pools, picnics, a long break from school, and of course, summer vacations. 

Topics: Employee Training, Showroom, Retail, Delivery, Customer Service, Business Practices

Ask any business owner in just about any industry—DME included—what makes their company successful, and invariably, most answer that PEOPLE are the key to their success.  No business plan, idea, or philosophy is complete without human resources, both internal (employees) and external (consultants, service providers, advisors, etc.).  The people you need internally include most of the departments on your organizational chart.  But what about the external people that help your business operate efficiently, legally, and with purpose? 

Topics: Business Practices