Optimizing Durable Medical Equipment (DME) processes isn't merely logistical—it's essential. This crucial insight was highlighted in a recent webinar hosted by Betterleave and Qualis, featuring insights from Cara Abbott, CEO of Betterleave, and Natalie Jensen, Regional Director of Sales at Qualis.
A Surprising Connection: Equipment & CAHPS Scores
"When something goes wrong, the family sees it as a reflection of the hospice provider—not the DME vendor,"
shared Jensen. This insight underscores the importance of seamless DME management. Indeed, Jensen revealed that 40% of CAHPS survey questions are directly impacted by equipment, a statistic that underscores the deep interconnection between DME efficiency and patient-family satisfaction.
Recent revisions to the CAHPS survey reinforce this impact: out of 39 questions, 12 specifically address equipment-related issues. Delays, poor equipment quality, or inadequate family training can significantly affect scores and, consequently, revenue.
The Human Impact: Families at Their Most Vulnerable
Hospice families face immense emotional stress, compounded by unfamiliar medical equipment. Abbott highlighted a striking statistic: almost 90% of family caregivers lack formal training. This underscores the critical need for intuitive, frictionless processes and accessible training.
Jensen recommends practical solutions, like clear instructional materials at admission, or easy-access communication tools. "If we can make DME forgettable, we've done our job," Jensen emphasized. Seamless, invisible processes are paramount.
Workflow Visibility: Domino's Pizza Meets Healthcare
Imagine tracking medical equipment with the same transparency as your pizza delivery. Qualis has developed dashboards offering precisely that: visibility into equipment orders, real-time delivery updates, and simplified workflows through EMR integrations. This clarity saves nursing teams significant time and frustration, allowing them to focus on patient care rather than administrative tasks.
The Bottom Line: Revenue and Reputation
Positive family experiences directly impact online reviews, which in turn influence CAHPS scores and referrals. A single hospice referral averages $9,000, making reputation management vital. Abbott pointed to research correlating Google reviews with CAHPS scores—emphasizing how negative equipment experiences can lead to substantial financial repercussions.
Tackling Costly Equipment Demands
Facilities frequently request expensive, specialized equipment like low air-loss mattresses, regardless of clinical necessity. Jensen outlined the financial strain this imposes, highlighting Qualis's role in negotiating clinically appropriate, cost-effective solutions. Such strategic management not only improves family satisfaction but also significantly reduces unnecessary expenditures.
Your Next Move: Simplifying Through Automation
Amidst ongoing staffing shortages and administrative burdens, adopting straightforward technology solutions isn't just beneficial—it's essential. Betterleave's communication system, for instance, reduces routine admin calls by 25%, saving valuable staff time. Likewise, Qualis’s streamlined DME management integrates seamlessly with existing EMRs, offering effortless implementation. Abbott emphasized the ease of implementing these technologies:
"With Betterleave, you can be up and running within just a couple of meetings. It shouldn't take extensive training or time."
Watch the Full Webinar
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