Not all HME companies are created equal nor do they run business operations on par with one another. Some companies are customer-centric and are able to fulfill orders quickly while others create an awful customer experience. By committing to service first, building a brand, and providing all-star customer service, the power of committing to a value before a result is key.
Rethinking the HME Culture
The Healthcare system traditionally follows a fee-for-service model, which is rather dependent on the quantity of care as DME industry trends tell us. The more services provided the higher the revenues. The same applies to Home Medical Equipment providers – the more products dispensed the more the revenue. This model however is challenged and the shift in reimbursement and value-based health care aims at incentivizing the quality of outcomes of patient care.
With increased managed care plans and the shift towards improved quality of care, hospitals and referral sources are looking to HME to fill the void of providing care for patients at home through medical products and support services.
No One Wants to Go to a Hospital
People generally and especially during this covid era do not want to go to hospitals. Providing the services needed to maintain care at home is critical today and society wants empty hospitals. The idea of home-based care is not only a shift in patients’ desires but also a shift in government and commercial payer models.
The Patient Experience
Healthcare is undoubtedly confusing for patients. From the overall customer experience to the financial confusion. So, the question becomes how can you shape a business model that provides a patient experience that people love?
Let’s look at what happens when Home Medical Equipment suppliers adopt new ways of doing, and what’s required for that to happen.
- Rethink Disjointed Processes
Working multiple systems, paper, and good old spreadsheets – there’s little excuse for it in today’s world, and the process is error-prone across the data collection chain. From referral to order intake and delivery, it’s important to streamline the workflows to gain efficiencies and improve the patient experience. - Improve The Patient Experience
Patients expect that healthcare delivery services can provide a similar experience to consumer shopping habits. From online ordering to electronic signatures, some basic elements are still missing for many HME providers. - Reduce Touch Points
Reduce the manual and duplicative effort involved in the processing and fulfilling orders. Streamline the administrative processes through technology and reduce labor expenses while increasing throughput. - Know Your Data
Home medical equipment providers are running complex businesses. These businesses require agile business decisions. Having real-time insight into data can aid in making decisions quickly. - Reduce ErrorHuman error is hard to eliminate however with the right tools automated workflows can reduce human mistakes.
- Improve Team Efficiency
Teams are looking to work faster and smarter – not harder. So why not give your team the right tools to make their jobs easier? Engage your teams to simplify the way they work, this way you will increase output and ultimately improve not only your bottom line but your patient experience.
Home Medical Equipment suppliers are going through a cultural transformation led by increased demand from patients for a better experience, a shift in more efficient delivery models, and a shift in reimbursement.
Frequently Asked Questions
Why are HME providers moving toward value-based care?
Traditional fee-for-service models reward the quantity of products or services delivered, while value-based care emphasizes patient outcomes and quality. As managed-care plans and reimbursement models change, hospitals and referral sources increasingly rely on HME providers to support patients at home. That makes service quality and the patient experience more important to an HME company’s operating model.
How can an HME provider improve the patient experience?
An HME provider can improve the experience by simplifying the path from referral and order intake to delivery. Online ordering, electronic signatures, faster fulfillment, and fewer manual handoffs make the process feel more like the consumer experiences patients already expect. A service-first culture also helps staff focus on clear communication and reliable support rather than administrative workarounds.
What operational changes support HME digital transformation?
The article recommends replacing disconnected systems, spreadsheets, and paper with streamlined digital workflows. Providers should reduce duplicate touchpoints, automate repeatable steps, use real-time data for faster decisions, and give teams tools that reduce human error. These changes improve staff efficiency and throughput while supporting a more consistent patient experience and a stronger financial result.
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