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.
Topics: Quality, Process Improvement, Retail, Delivery, Oxygen, Warehouse, Customer Service, Business Practices
Just about every July 4th, 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 4th 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
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 few years back, at 5:00am Saturday during the coldest February Northern Minnesota had seen in decades, a longtime home care patient’s oxygen concentrator failed. The patient’s wife retrieved an E cylinder that was for back up from the guest bedroom and proceeded to try to open the gauge. Her husband—the patient—tried as well but neither could get the tank to open. The couple was a little panicky because the patient had been using oxygen continuously for over a year with only a few moments here and there off oxygen. Regular delivery for portable cylinders was Monday, and they were down to two small portable cylinders with a total of about one hour of oxygen combined.
Topics: HME Accreditation Requirements, Compliance, Delivery, Oxygen, Customer Service
Last month, we looked at fire safety in the DME industry. Safe oxygen storage and fire prevention/safety were mentioned, but not in the detail a subject so important deserves and requires. Handling, providing, storing, processing, and manufacturing oxygen comes with its own unique set of potential hazards and therefore its own set of guidelines and safety measures.
Many in the home medical equipment industry equate policy manuals to their accreditation inspections. And of course, these bulky tomes are certainly a large part of the accreditation and survey experience for every DME. Policy manuals serve as the road map for how work gets done within an organization, a set of rules for the organization, and the document that defines the structure, function, and philosophy of the organization. Let’s look at what a policy manual should contain and how it impacts not only accreditation, but also the overall day-to-day operation of an organization.
Topics: Employee Training, HIPAA, Security, Personnel Files, Quality Improvement, Billing, Renewing Accreditation, Quality Standards, HQAA Accreditation, HME Accreditation Requirements, Patient File Requirements, Compliance, Patient Privacy, Clinical Practice Guidelines, Materials Management, Avoiding Deficiencies, CMS, Complaint Process, Quality Care, Showroom, Retail, Delivery, Clinical Respiratory Services, Oxygen, Warehouse, Safety Officer, Competence, Customer Service, Disaster Preparedness, Emergencies, Business Practices, Marketing
A cousin of mine just passed away a few months ago after a long illness. He was fortunate to be able to spend his last few weeks at home with the family and friends he loved around him, either looking out the window at his beautiful backyard or some days, on the back porch. “Fortunate” is a relative word: he was in his early 50’s and should have lived a lot longer. On the other hand, after weeks in hospitals and long term acute care (LTAC) facilities, he (and his family) were grateful that he was able to spend his last days at home. During those last weeks, he tapped into the durable medical equipment industry more than most people do in a lifetime.
Topics: Quality Care, Delivery, Oxygen, Customer Service
Mathematician and author Vernor Vinge popularized (and named) the notion that technological change grows exponentially. He called the phenomenon “exponentially accelerating change” and wrote both scientific articles and popular culture fiction about the concept. We have all heard statistics thrown around; such as the fact that your child’s IPOD has more capability than the computer on the Apollo mission that landed on the moon in 1969. Or that we’ve developed more technology in the last 25 years than in the previous 10,000 years.
It might surprise some readers to learn that there are enough rules and regulations, quirks and nuances, and potential problems to devote an entire blog article to a topic limited to “oxygen orders”. The fact is that oxygen orders are a complex enough issue to devote an article to, and more importantly, for your company to devote resources including training time --toward the goal of compliance.
Topics: Employee Training, HME Accreditation Requirements, Compliance, Clinical Practice Guidelines, Delivery, Oxygen