HQAA Blog

On survey recently, a DME owner complained about his retail showroom and how little business the beautiful, well organized space generated for the company. “It seems like a waste of space”, he opined, “and I’m frankly thinking about giving it up and moving into a smaller space with offices and warehouse only”. Looking around his store, my initial reaction was that the space looked very good, his staff was friendly and helpful, and the location was on a major road in close proximity to other retail establishments and also a hospital and bunch of physician offices. Furthermore, his business had a lot of foot traffic from CPAP customers coming in for set up instruction and oxygen customers coming in to exchange portable cylinders. So, why was the retail side of his business languishing?

Topics: Showroom, Retail, Customer Service, Marketing, DMEPOS

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

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

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.

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

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

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. 

Topics: Employee Training, Clinical Practice Guidelines, Materials Management, Physicians, Avoiding Deficiencies, Showroom, Retail, Delivery, Warehouse, Customer Service, Marketing, 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

I had the opportunity to work with a “twenty-something” person for a few days last month.  They were bright and ambitious and we bonded quickly. During the course of our work together, we went to restaurants and stores several times each day for several days.  I noticed something very interesting that I’ve seen before with other people, but not necessarily paid attention to: Every place we went, my colleague and new friend pulled their smart phone out and looked up not only directions to the place we were going, but also reviews.  Several times, they found restaurants without websites and quickly dismissed them as places to go.  When I asked about this, the person said something to the effect that “if a business doesn’t have a website, they aren’t credible to me.”

Topics: Retail, Marketing