Smart Talk

Q. Why is choosing the right technology partner important?  A. In the fast-paced landscape of DME, finding the right technology partner can be the difference between thriving and merely surviving. DME providers must select partners that offer a commitment to innovation, cost-effectiveness, responsiveness and scalability. Here's why selecting a technology partner is crucial, along with red flags to watch for.  Stagnation in product innovation can spell doom for DME providers looking...

Q. How do we enhance our message? A. When we speak together, we improve the health care landscape. We demonstrate that we are a trustworthy and dependable source of information and expertise, and that we represent a large and diverse group of stakeholders who all care deeply about the DMEPOS industry and those we serve. This collective voice pushes back on any negative or false claims that may come from other interests or groups.  We increase the awareness and recognition of the DMEPOS...

Q. How can I take advantage of the positive feedback I’ve received? A. Now that we’ve discussed the importance of measuring customer service, considering available tracking tools and improving your customer service scorecard, you may have begun collecting feedback. Once you start seeing positive results from your efforts, it’s important to let others know! Sharing feedback is a powerful way to promote your business. It provides authentic validation and builds trust with current...

Q. How can I leverage automation to supercharge my company?  A. HME providers navigate the delicate balance between operational efficiency and delivering top-tier patient care. In an era marked by rapid technological advancement, automation emerges as a game-changer, transforming HME operations and elevating patient outcomes to new heights.  Automation represents a paradigm shift for HME providers, offering a number of advantages that harmonize operations and streamline processes...

Q. How do I work with legislators that I don’t agree with?  A. Advocate for policy not party! One of my greatest sources of pride in my role is that people really don’t know what “party” I affiliate with. I do have my leanings, and to be sure, I have a core set of beliefs. However, in my role, my focus must be different than in my personal life. To maintain this focus, I have something that I remind myself of any time that my personal and professional role meander...

Q. How can I use negative feedback from customers to improve? A. It's common for DMEPOS businesses who are just beginning to measure customer satisfaction to feel anxious about their results. It can be challenging to hear customers express dissatisfaction. I encourage business leaders to face that fear, as negative feedback from customers can provide valuable insights to drive change in your organization. Here are some steps a business can take to effectively use customer feedback to improve. Listen...

Q. Can I apply the same new guidance for PAP masks to other accessories?  A. In February 2024, the DME MACs published a Dear Physician Letter (DPL) clarifying Medicare’s stance of masks for PAP and RAD devices. The DPL specifically addressed the PAP and RAD device masks, but does the same flexibility apply to other accessories such as tubing, cushions or pillows?   The letter indicates:  In order to promote patient adherence to PAP or RAD therapy, the treating practitioner...

Q. How can DME companies streamline fragmented processes?  A. In the dynamic world of DME businesses, fragmented processes hinder seamless operations. Juggling orders, inventory, billing and patient services can be overwhelming. The remedy? Embrace a holistic approach to business operations by leveraging technology solutions that consolidate repetitive tasks and simplify operations.  The notion of the supposedly prohibitive costs and risks of adopting new technology is easily balanced...

Q. I’m new to the advocacy game. How can I get started?  A. If you have never engaged your legislator, it can feel intimidating, but it doesn’t have to be. Effective communication with legislators is easy and essential for any advocacy success. Here are some tips to help you communicate effectively with legislators:   Be specific: Be specific about the issue you are advocating for. Provide clear and concise information about the issue and why it is important.   Ask...

Q. What are some ways to collect customer feedback, and the pros/cons of each?  A. There are many types of customer service tracking tools available, and it is important to select the one that is most relevant for your customers and your business. Here are a few for consideration:  Net promoter score  BOC uses one of the simplest tools available: the Net Promoter Score (NPS). NPS is considered the leading metric for measuring customer satisfaction, and it’s calculated...