Page 18 - HME Business, May/June 2022

2022 HME BUSINESS HANDBOOK
PATIENT ENGAGEMENT
HOW TO PERSONALIZE YOUR HME CARE TODAY
T HE “AMAZON EXPERIENCE” has
been a part of our lives in recent years, bringing an expectation of convenient, streamlined and fast service at the click of a button. This same level of convenience and efficiency is now being expected in healthcare, as patients demand a more personalized and tailored experience.
In order to provide the best possible experience for home medical equipment (HME) patients, it is important for HME providers to prioritize convenience and ease of access in the ways that their patients interact with and communicate with their business. Offering a digital experience
that empowers and engages patients will ultimately drive greater financial transparency, predictability and convenience, improve therapy adherence and enable low-touch communication for fewer manual burdens on staff.
This can be done by positioning the patient at the center of the
care journey and making sure
that their needs are always a top priority. Additionally, providing
a personalized experience will ensure that patients are satisfied with their HME provider business. By following these simple tips, HME providers can provide an exceptional experience for all of their patients.
By Mike Lorenz
USE DATA TO PERSONALIZE THE PATIENT EXPERIENCE
By collecting data on patients’ preferences and needs, providers can customize their communications and interactions with each individual. If you’re looking to improve patient engagement and create a more personalized experience, it’s important to start
by identifying the channels that your patients prefer.
Resupply solutions like live calling, online portals and text messaging can be great ways to reach patients effectively. And by allowing patients to choose the modality that best suits their needs,
you can create an experience that feels tailored, convenient and transparent. This, in turn, can improve outcomes and propel revenue by helping to ensure a consistent receipt of necessary supplies.
AUTOMATE PATIENT COMMUNICATIONS
Providers have more time to focus on other important tasks when they’re not spending hours every day trying to connect with and gather information from patients. This could include appointment reminders, prescription refill reminders, or even post-visit follow-ups.
Fully integrated end-to-reach solutions save providers valuable resources by automating most communication, document retrieval and resupply processes in one platform, freeing up time to focus on more important tasks while helping to ensure patients receive their documents in a timely manner.
MAKE RESUPPLY A PRIORITY
When it comes to resupplying HME and other medical equipment, making the
POINTS TO REMEMBER
• A complete HME solution auto- mates tasks and organizes data so that staff can help provide outstanding patient care.
• Completing more successful resupply orders improves patient outcomes while increasing revenue.
• Enforcing accurate documentation and maintaining compliance are ways to minimize extra workflows.
• Data can assist in managing
process as seamless and personalized as possible for patients should be a top priority.
That’s where fully integrated, end-to-end resupply solutions come
in. By managing all the pieces of the resupply puzzle—including patient outreach, automated document retrieval, fulfillment, software automation, and billing—in one place, providers can focus on delivering an exceptional patient experience. In addition to improving
the patient experience, fully integrated resupply solutions can also help save time and money. By automating various tasks related to HME resupply, providers can free up staff to focus on other tasks, and avoid the hassle and expense of billing mistakes.
MEASURE SUCCESS
Resupply solutions backed by data analytics can provide insights into patient engagement success. This is accomplished through monitoring key performance indicators like net revenue collection, accounts receivable, sales outstanding, sales orders created and invoices to help better manage revenue and staff productivity, define trends, shape outcomes and use benchmarks for better benefits.
By following these tips, you can push the HME industry forward while also accounting for increased therapy adherence and decreased manual burden on staff. ■
In his current role as Vice President of Resupply at Brightree LLC (brightree. com), Mike Lorenz helps hundreds of DMEs drive success as they care for more than 2 million active patients.
revenue and staff productivity and offer valuable insights to better manage resupply programs.
• Highlight workflow insights with data and analytics. KPI tracking and peer benchmarking help discover actionable areas for improvement.
LEARN MORE
• To find out more about Brightree’s HME and resupply software plat- forms, visit brightree.com.
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