HQAA Blog

The Value of Conventions, Conferences, and In-Person Seminars

Posted by Steve DeGenaro on Wed, May 03, 2023 @ 10:00 AM

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.

Read More

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

'Best If Used By...’ --A Look at Products with Expiration Dates & How They Are Surveyed

Posted by Steve DeGenaro on Tue, Apr 11, 2023 @ 03:17 PM

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.

Read More

Topics: Quality, Process Improvement, Retail, Delivery, Oxygen, Warehouse, Customer Service, Business Practices

A New Year: A New Company

Posted by Steve DeGenaro on Wed, Jan 04, 2023 @ 03:41 PM

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.  

Read More

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

I’m Thankful For...

Posted by Steve DeGenaro on Thu, Nov 10, 2022 @ 09:54 AM

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.

Read More

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

Customer Complaints Can Be a ‘Good Thing’

Posted by Steve DeGenaro on Wed, Nov 13, 2019 @ 08:32 AM

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. 

Read More

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

Effective ‘Onboarding’ & Improving Employee Retention Rates

Posted by Steve DeGenaro on Wed, Sep 11, 2019 @ 01:21 PM

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. 

Read More

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

Mistakes from the Past

Posted by Steve DeGenaro on Wed, Jan 16, 2019 @ 09:24 AM

New Year’s Day --with its resolutions, new beginnings, and fresh start attitude-- is a perfect time of year to reflect on continuous improvement and making ourselves better as not only individuals, but as companies set up to serve the public and our customers.  It is also a good time to review ways to improve our bottom line, our operational efficiencies, our general attitude, and our business practices.  This sometimes requires revisiting mistakes from our past, things we did wrong, and looking at how we’ve improved them.  Deficiencies from our past surveys are certainly a worthwhile thing to look at it in an effort to improve.

Read More

Topics: Renewing Accreditation, Quality Standards, HQAA Accreditation, HME Accreditation Requirements, Process Improvement, Avoiding Deficiencies

Resolutions for the New Year - DME Style

Posted by Steve DeGenaro on Fri, Jan 05, 2018 @ 02:32 PM

Cheers to a new year and another chance to get it right” --Oprah Winfrey

Read More

Topics: Quality, Employee Training, HIPAA, Personnel Files, Quality Improvement, Billing, Quality Standards, Patient File Requirements, Compliance, Patient Privacy, Process Improvement, Materials Management, Avoiding Deficiencies, Showroom, Retail, Delivery, Warehouse, Safety Officer

Quality Improvement

Posted by Steve DeGenaro on Fri, Jul 07, 2017 @ 01:50 PM

Quality improvement (QI) is often cited by owners and managers as one of the most difficult processes to understand.  Programs are established and resources spent in an effort to maintain compliance in this area.  Organizations report to surveyors that the process of maintaining their QI program can be cumbersome, time consuming, and useless. 

Read More

Topics: Quality Improvement, Process Improvement

DME Accreditation: How to Improve Quality & Performance Documentation

Posted by Jim Moyer on Wed, May 01, 2013 @ 07:27 AM

When it comes to DME accreditation, surveyors receive multiple inquiries on an ongoing basis regarding how to monitor quality continuously and improve the performance of their organization.

Read More

Topics: Quality Improvement, Quality Standards, HME Accreditation Requirements, Process Improvement