Definitive hooks up IV to HME
WESTERVILLE, Ohio - Definitive Homecare Solutions is pumping up its efforts to reel in more HME customers.
The company moved into a new 18,000-square-foot facility this spring and plans to release a web-based software product for HMEs later this year (see sidebar), said Michael Clark, director of operations.
The new location gives Definitive an extra 6,000 square feet to work with, allowing it to, among other things, bolster customer support. The goal, Clark said, is to answer all calls for support without delay.
"That is what we are trying to target," he said. "We have providers relying on call backs, and we've never liked that. Now we are (aiming) for that 100%--so they speak to a live person on the first call."
Definitive launched in 1993, and dominates the home infusion market, providing software to 70% of the providers in that space. The company debuted CPR+ for HME five years ago and now serves about 250 HME customers.
Because of its sizeable market share in home infusion, HME represents Definitive's best opportunity for growth, Clark said.
That growth can take a couple of forms: HME providers looking to switch to a new software system; or existing home IV customers diversifying into HME, Clark said.
Another source of growth: HME providers looking to enter the home IV market.
"Infusion has had narrowing margins over the years, but they are not as picked on right now as the HME provider," Clark said. "So it is natural to look at other homecare sources of revenue and keep the profit margin in good shape."