5 Ways to Hold DME Vendors Accountable with SLAs and A Good Partnership

Service level agreements, or SLAs, are formal contracts between a healthcare organization and a service provider, such as durable medical equipment (DME) vendors and hospices. The main function of a DME vendor SLA is to define what services are included within the working relationship. Having a DME administrator that values vendor partnerships ensures all parties are aligned and delivering the best possible experience for patients and families. Follow-through needs accountability from everyone involved, which is why the customer often plays a role in SLA management, as well.

What Are SLAs in the DME World?

In the world of DMEs, SLAs can cover DME delivery times, response times, order accuracy, equipment uptime, and maintenance schedules. These metrics are crucial for ensuring that equipment works as expected and for maintaining patient safety.

With that said, one of the most common challenges in this industry is a lack of tracking or reporting of SLA breaches on the vendor side. This makes it more likely for hospices to experience communication breakdowns, equipment malfunctions or downtime, and unexpected expenses. These issues can easily snowball and lower patient satisfaction, eventually affecting brand reputation and revenue.

Why SLAs Matters More in Hospice

Delays or missteps in DME delivery can affect the quality of care a patient receives. When this happens, it may undermine the dignity, comfort, and trust of patients and their families. There are also regulatory consequences of DME-related issues that can impact funding, such as negative CAHPS survey results. These reasons demonstrate the necessity of highly complex SLAs, which play a vital role in communication between DME vendors and clients.

5 Practical Ways to Hold Vendors Accountable

Running a hospice requires a lot of moving parts, so something as simple as a delayed delivery impacts the entire operation. Fortunately, there are a few ways you can help enforce hospice contracts when working with DME vendors. Here are five practical examples:

1. Define Measurable Expectations

Rather than accepting promises of good customer service, quantify your expectations wherever possible. For example, instead of insisting on timely deliveries in general, set a specific threshold of 90% for same-day deliveries. Doing this leaves no room for gray areas, minimizes miscommunication, and clarifies when expectations are met. 

2. Include An Established Back-Up Plan 

Even the best vendors can face supply chain challenges or unexpected delays. That's why it's important to work together to create a clear back-up plan. This might include agreed upon best practices for handling backorders, identifying alternative equipment options, or expediting delivery from another source. By having these solutions mapped out in advance, both your hospice and your vendor can respond quickly and keep patient care uninterrupted. 

3. Track Monthly Performance Trends 

Instead of real-time SLA tracking, consider reviewing a monthly snapshot of vendor performance. One useful metric is the percentage of complaints compared to total orders delivered. This gives a clear view of service quality over time and helps identify patterns or areas for improvement. By sharing this data with your vendors, you can work together to strengthen processes and maintain a high standard of patient care. 

4. Use Centralized Platforms to Track Vendor Performance

Centralized reporting platforms, such as the platform provided by Qualis, allow you to streamline communication, automate workflows, and view multiple vendor metrics in one place. Like the monthly performance dashboards, centralized platforms make it possible to visualize data and identify weak spots in the supply chain.

5. Regularly Review and Discuss SLAs with Vendors

The perfect time to review your DME vendor SLA is right before the current contract ends. Make sure to approach this process as a collaboration with your vendor, and don’t be afraid to revise or alter an existing SLA to better fit the needs of your organization. More frequent reviews may be necessary under certain circumstances, such as large shifts in patient population or vendors with problematic timetables.

The Power of Transparent Reporting

Transparent reporting is the key to effective decision-making as a business owner. To achieve transparency, consider taking advantage of modern technology. At Qualis, we provide all the tools you need for DME evaluation, DME ordering, and other business management services.

With our centralized platform, you can access valuable, objective data to help you track and set goals for vendor improvement. Visit our content library of whitepapers and ebooks for information on how Qualis can help refine your hospice operations through transparent reporting.

Get Right With DME SLAs

You don’t need to juggle multiple vendors to manage your hospice effectively. Instead, equip yourself and your staff with the means to secure accountability. Start with these five tools to help your organization hold DME vendors accountable for their service standards. Then, tap into the robust DME vendor network at Qualis to find the best service provider for you.

Looking for vendor oversight without the micromanagement? Let Qualis help you manage SLAs smarter. We can take the hard work off your hands so you can focus on what you do best: provide quality patient care.

For questions, testimonials, and why Qualis should be part of your hospice team, contact us today and experience the difference of an industry-leading partner.