Tag: Mark Boardman
Resupply: Measure it to manage it
December 14, 2020Mark Boardman
Q. How well is my CPAP compliance and resupply program performing compared to other HME providers?
A. Perhaps one of the more useful statements pertaining to business excellence is, "If it can't be measured, it can't be managed." Applying this to key aspects of our businesses is critical if growth and improvement objectives are going to be achieved. If a business goal or objective is to become a leader in CPAP compliance and resupply, it is essential to know the industry benchmarks to...
Resupply: Optimize patient engagement
November 11, 2020Mark Boardman
Q. How do I optimize patient engagement for maximum revenue and retention? A. Increasing patient engagement results in improved compliance rates and resupply revenue per patient. The question is how to optimize and maintain those levels of engagement and retention. Omni channel vs. single channel By studying customer engagement programs from other industries, we learned that the most successful programs utilize an “omni-channel” approach to optimize engagement. This method enhances the...
Resupply Programs: Contract for expertise
October 5, 2020Mark Boardman
Q. What are the advantages of outsourcing my compliance and resupply program?A. As a previous HME owner and CPAP provider, we found it very challenging to consistently maintain maximum levels of patient compliance and supply orders.Optimizing our patient outreach many times required resources beyond the scope of our operation. Thus we resorted to inconsistent patient follow-up or engagement combined with an IVR (robo-dial) system. This, ultimately, did a disservice to the patient and their provider...
Resupply Programs: Establish point of differentiation
September 9, 2020Mark Boardman
Q. How do I maximize my CPAP compliance and resupply program?A. As a previous HME owner and CPAP provider, we found that focusing on the following key components allowed us to produce industry-leading results.Referral sourcesWe began by asking our referral sources what we can do to become an essential resource or partner to them. The answer was simple: better patient care. Ninety three percent of providers feel it is essential for patients to feel satisfied with their health care provider. Establishing...
Sleep Coaches heightens patient engagement
January 31, 2020Theresa Flaherty, Managing Editor
MINNEAPOLIS - Mark Boardman has sold his HME business to focus on his proprietary CPAP resupply platform and live-call program called Sleep Coaches.
Boardman first developed the program for his business, after realizing there had to be a better way to connect with his CPAP patients, who only responded to automated phone calls about 15% of the time.
“Right after the patient is set up on CPAP, we have respiratory therapists start following up and we let the patient know that they have...