HQAA Blog

In the late 1970’s, FedEx, a multi-national conglomerate company which specialized in global delivery services launched an advertising campaign that became their mission statement and philosophy. “When it absolutely, positively has to be there overnight” appeared in their print ads, their television and radio commercials, and on flyers, and signage in their ubiquitous storefront counters. The statement encapsulated the messaging from FedEx: if you can’t afford a delay, use us. FedEx would describe the tagline as “more than a slogan—it was a promise that demanded trust”. FedEx grew meteorically through the late 1970’s and into the 1980’s. Their brand remains today and they are synonymous with not only global delivery, but e-commerce business solutions.

Topics: Billing, Ventilator Unit, Retail, Delivery, Oxygen, Customer Service, Business Practices, Equipment, DMEPOS

For those of us that live in parts of the country with cold, rainy, snowy, and overcast winter seasons, spring is a great time and maybe the most beautiful part of the year. It is a time of rebirth as the grass becomes green again and leaves on trees reappear and flowers and budding plants begin to bloom. I don’t know why spring became associated with “spring cleaning”, but every year as the weather improves, many of us do a deep and thorough annual cleaning along with a reorganization and thinning out of our “stuff”.

Topics: Materials Management, Showroom, Retail, Delivery, Warehouse, Equipment

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 1^st 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.

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

I’m not going to name names, but many years ago, as a young surveyor, I was inspecting delivery vehicles at a place (the location will remain unnamed) and observed one of the worst safety hazards I ever saw in my career. A delivery technician who covered a two-state territory had been in the adjacent state where fireworks were legal, and decided to stock up for the

Topics: HME Accreditation Requirements, Avoiding Deficiencies, Delivery, Oxygen, Equipment

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 1^st. The exception to that is in the world of business—where there are arcane and unusual, but well thought out, differences and exceptions.

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

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.

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

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.  

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

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.

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

Just about every July 4^th, I’m reminded of a holiday weekend in the late 1980’s, when I was just a pup. Well, not a “pup”, but a young respiratory therapist working in homecare and enjoying the Monday-Friday routine with no weekends, no holidays, and no night shifts. As an RT, to be in your late 20’s, and achieve a job with no shift work and no holidays was pretty amazing. I had mentors from the local hospitals that were my parent’s generation who were still working every other weekend and still working shifts and holidays. This particular July 4^th fell on a Monday or a Friday (I don’t remember which), meaning there was a three-day weekend associated with it. Picnics, fireworks, getting together with friends, and a trip to the lake were all on the schedule. For the first time since college, I wasn’t going to be working a night shift or a holiday day over this important summer holiday!

Topics: Quality Care, Oxygen, Work, Customer Service, Equipment

You could write a book about “employee vs. contractor” pros, cons, legality, and operational efficiency. In fact, there are books written about that very subject. There are also lawyers who specialize in employment law who advise companies about how to structure their staffing around those two broad categories of staff. While accreditation organizations won’t delve into the legalities (that’s for the lawyers to do), accreditation standards DO in fact address both categories of staffing.

Topics: Employee Training, Personnel Files, HQAA Accreditation, Clinical Practice Guidelines, Quality Care, Retail, Delivery, Clinical Respiratory Services, Competence, Customer Service, Business Practices, Surveys, Equipment