Page 20 - HME Business, May/June 2022

2022 HME BUSINESS HANDBOOK
PATIENT ENGAGEMENT
IMPROVE YOUR BUSINESS WITH TIMELY AND PROPER FOLLOW-UP
A S AN HME/DME provider, the value of your
business is directly tied to how equipment is managed and timely your follow-up with customers occurs. Implementing and maintaining an appropriately focused equipment management and follow-up system, according to the type of equipment provided, and with the patient’s expectations in mind, will ensure patient satisfaction with the equipment and benefits achieved.
It all starts with the equipment history record — having complete documentation on each piece of equipment in your inventory that shows where it is located at any given time. Not only should an HME/DME provider be able to link each piece of equipment to a patient or warehouse, complying with the manufacturer’s care
and maintenance guidelines is a key success factor in helping meet maintenance requirements and adhere to preventative maintenance schedules.
The most important action to take in managing your HME/ DME business’s equipment is to keep it in good working order at all times. By doing so, equipment maintenance and replacement costs can be minimized and patient satisfaction maximized, as the equipment will be working at its optimal level.
By Sandra Canally RN
SUCCESSFUL SET-UP AND FOLLOW-UP
Initial patient education and
instruction on the product/equipment should include use and operations, maintenance, and cleaning. It is important patients receive this information at the time of set-up and let them know when follow-up will occur. Patients also need to know what goals and outcomes are anticipated.
Follow-up processes may vary based on the type of equipment provided
and the patient’s condition. Initial patient follow-up should be done within 48-72 hours after equipment set-up.
This enables patients to share their experience with the device; comfort level; and ease of use. It’s a perfect time to get customer feedback on service and determine whether initial expectations were met.
PATIENT TOUCH POINTS AND INFORMATION RECEIVED
• Initial set up with patient instruction
checklist, including when the provider
will follow up.
• Implement a new survey if or when new
products or services are added to the
patient
• Evaluate patterns in survey responses
• The organization has an organized
process and written policy and procedure in place for equipment- related follow-up of patients either by phone or visit. This can be incorporated into the satisfaction survey if done by phone.
• Documentation of equipment-related follow-up is found in patient records.
• As appropriate, the patient’s record is reviewed to incorporate any necessary changes in conjunction with the
POINTS TO REMEMBER
Schedule follow-up calls within 72 hours after setup, with five objectives: 1. Does the patient understand how to
use/operate the delivered product?
Are they using it correctly?
2. Has the patient been made aware
of who to contact and when if prob-
lems arise?
3. Was the patient satisfied with their
service? Would they recommend the company to others?
prescribing physician.
• In the DME record, each patient’s
device usage is documented from set
up to pick up.
• For equipment such as oxygen
concentrators, the delivery tech will more than likely change filters and or do minor maintenance checks while in the patient’s home.
• Always measure an employee’s performance based on customer responses.
• If results show a high number of negatives related to the set-up done by a certain technician, this presents an opportunity for more training.
REDUCING COSTS, IMPROVING RESULTS
Look for efficiencies. To keep the number of deliveries down, evaluate your ability to give additional supplies, portables, etc. at each visit. Address these opportunities during follow-up calls
and by staying in touch with patients to determine if their needs are being met.
Importantly, during patient follow-ups, ask questions specific to patients’ expectations and if these met with their results. When patients express positive experiences, document the results and share with the referring physician. These outcomes lead to more business referrals from this provider source and potentially from their colleagues. ■
Sandra C. Canally, R.N., is the Founder and CEO of accrediting organization The Compliance Team (thecomplianceteam. org). She has an extensive background in the healthcare industry as a leader and an innovator. She continues to develop accreditation and certification programs that benefit both patients and providers.
4. Patient outcome is directly related to their level of understanding and proper use of equipment.
5. Use follow-up results to get more referrals (e.g., 98 percent of ABC Medical patients are satisfied).
LEARN MORE
• To learn how The Compliance Team can help your business focus on what matters most to patients, visit thecomplianceteam.org or call (915) 999-7181.
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