HQAA Blog

It's tempting to believe that those Amazon trucks that zip down your street every day are a completely new phenomenon. But if you believed that, you’d be wrong. Today, Amazon trucks descend on neighborhoods bringing appliances, clothes, books & music, and even groceries. A generation earlier, we ordered music from flyers in the newspaper—carefully selecting stamps with our favorite titles and sticking them on the order page, promising to buy four or five additional albums in return for a half dozen free ones up front. And the generation before that ordered small appliances and kitchenware from Jewel T men. And the generation before that could order up a mail order “kit house” from the Sears Roebuck Catalog. Truth be told, mail order is as old as the mail itself. Subsequent generations have refined the practice over the last century and a half; but the practice of mail order anything is not new!

Part of our family’s holiday season tradition is the annual watching of “IT’S A WONDERFUL LIFE”. The movie is –in my opinion, anyway--a masterpiece of happiness and positivity. The primary lesson of the movie is that our deeds, both good and bad, have a profound effect on the lives of other people in our circle of friends and family. The main character, George Bailey, finds out in dream sequences reminiscent of Charles Dicken’s “A CHRISTMAS CAROL” that his life has had profound meaning because of his good work, kind deeds, and charitable attitude.

Since the early days of the Covid pandemic, surveyors have been avoiding “home visits”—those interactive ride alongs where the surveyor goes with a delivery person or clinician to visit a patient/customer in their home. This is for the safety of the staff members, the surveyor, and most important, the patient/customer. Although our process has changed a bit over the last few months, the surveyors are still not going out on home visits and are not likely to start that process up again any time soon.

We’ve talked about retail showrooms before, but in the several years since we’ve covered the topic, retail has made a triumphant resurgence. The DME retail showroom’s amazing comeback is a product of a perfect storm of factors in the industry. Certainly, declining reimbursement and limitations to coverage for DME products and services is at least partially responsible. The fact that Baby Boomers are retiring and becoming eligible for Medicare is also a factor. Retirees today –compared to retirees of a decade or so ago—are tech savvy computer users who are comfortable shopping on line and also somewhat conditioned to paying for larger portions of their healthcare out of pocket. The bad news for local DME’s is that they are tech savvy and capable of shopping on Amazon-like platforms. The good news for local DME’s is that they are willing to pay more out of pocket for healthcare. Retail provides a “hedge” for your organization. If someone wants the traditional “deliver it and bill my insurance” DME model, you can do it. But you also have a showroom and are prepared to deal in cash.

There is a restaurateur in Columbus Ohio, let’s call him “Aaron,” who has opened and operates dozens of high-end, upscale restaurants in and around the Columbus area. There are several steakhouses, seafood, Italian, and other “concept” restaurants that bear his name. His name on a place guarantees a following and customers flock back for the good food and the good experience. I’ve been to many of his places and they never disappoint. The food is sometimes outstanding, sometimes just pretty good, but the service is consistently the best in the industry. I’ve never eaten in one of his places—in fact, I’ve never talked to anyone who’s eaten in one of his places—where the service was anything less than impeccable.

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.

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. 

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. 

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. 

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.