Home Medical Equipment providers offer a great deal of value to the people they serve. Oftentimes, their customers have just been diagnosed with sleep apnea, diabetes, or COPD, and need to begin a therapy program. To the patient, a diagnosis like that can be pretty disruptive. Add to that the burden of having to maintain the proper supplies and equipment to maintain adherence and the new diagnosis, and it can seem overwhelming.
As we kick of 2015, I’d like to challenge HME providers to think about how you can go above and beyond serving your patients’ needs while at the same time building your business. Sound too good to be true? Think again.
When we first start talking with HME providers about what they want to accomplish in the coming year, these top three goals often make the list:
- Reduce the costs associated with patient outreach
- Ensure multiple options for patient communications
- And the old standby – increase revenue
What if you could accomplish ALL THREE in 2015? Here’s how to do it:
Reduce the costs associated with patient outreach.
Companies must learn how to utilize technology in a way that helps improve efficiencies and save money. Outsourcing and automating routine operations frees up your staff to focus on those things that require human interaction – like the personal touch involved in customer intake, for example. HME providers can reduce costs by automating the patient outreach and resupply process. Doing this the right way will pay dividends quickly.
Ensure multiple options for patient communications.
In one of my earlier blogs, I spoke about the fact that outreach solutions must have the ability to interact with any patient. It should be customizable to meet each patient’s specific needs. A robust communication solution must include an IVR, a live call center, web services and a printed mail solution. All of these outreach modalities must be cohesive and configurable to maximize the customer experience.
We hear it all the time – show me the money! That’s what businesses are striving to do, after all. They want to be profitable and grow. It’s not uncommon for our clients to see their resupply revenues double and triple after working with us. Why? First and foremost, it’s because we have the same goals that you do. We want to serve your patients courteously, promptly and efficiently so they get the supplies they need and you get the business that makes you successful. Secondly, it’s because we’ve mastered patient outreach. With over 6 million patient encounters since inception, CareTouch orchestrates technology in a way that reaches out to your patients in a way that meets their specific needs.
So, challenge yourself in 2015 to think a little outside the box, and get ready to celebrate your successes while making your patients happy and healthy in the process.
Matthew Dolph is CEO for CareTouch Communications, Inc. and brings 20 years of management experience to the company’s operations. He has helped design, implement and manage numerous patient communication solutions for CareTouch customers and business partners. He coaches multiple competitive soccer teams and lives in Colorado with his wife and four children.