Case Study - Crossroads Hospice

Transforming Hospice Care with Comprehensive DME Management

Hospice Organization: Crossroads Hospice and Palliative Care

Senior VP of Clinical Operations: Danny Cox

Partnering with Qualis Since: 2019

Previous DME Partner: The largest DME Management Company in the U.S.

Locations: Multiple states

Average Daily Census (ADC): 4000+

Challenges Before Partnering with Qualis:

• Very limited DME vendor choice in each market.
• Very limited account management response and general customer service from the DME management company.
• Inefficiencies in the DME ordering and management process, causing frequent delays.
• Complexity in ordering and billing processes.
• Problems tracking equipment usage across various locations.
• Excessive clinician time spent on DME issues, detracting from patient care.

Introduction

Crossroads Hospice and Palliative Care is one of the leading hospice providers in the United States, offering compassionate care to over 4,000 patients across multiple states. Given the size and scope of their operations, efficient Durable Medical Equipment (DME) management is critical to their mission of providing high-quality end-of-life care.

In 2019, Crossroads partnered with Qualis to address significant challenges in their DME management system, including vendor choice, client support and customer service, communication breakdowns between sites and vendors, inefficiencies in ordering processes, and difficulties in managing local vendor relationships.

Identifying the Problems

Before partnering with Qualis, Crossroads faced several issues that hindered their ability to deliver seamless care. Lack of vendor choice in each market resulted in inferior and unacceptable service. This was due to a contractual relationship the large DME management company had with various vendors serving Crossroads.

This arrangement was without Crossroads’ knowledge or consent and at times resulted in poor DME service and frustration for Crossroads. Communication gaps between their various locations and DME vendors led to delays and errors in equipment delivery and pickups. These issues not only disrupted patient care but also placed an additional administrative burden on their staff. Crossroads was looking for a solution that could streamline their DME management, enhance communication, and ensure reliable service across all their locations.

The Qualis Solution

Qualis stood out as the ideal partner for Crossroads due to its comprehensive DME management services, the variety of excellent vendors in its robust vendor network, and robust technology platform. Here’s how Qualis addressed the challenges faced by Crossroads and transformed their DME management:

Ease of Use

Qualis’ proprietary DME management software integrates seamlessly with Crossroads’ existing systems. The platform is designed to be user-friendly, allowing staff to place orders, track equipment, and manage inventory with minimal training. This ease of use has significantly reduced the time spent on administrative tasks, freeing up staff to focus on patient care.

Quality of Service

Qualis offers a dedicated account management team for each client, ensuring personalized support and prompt resolution of any issues. This high-touch service model has been instrumental in improving the overall efficiency of Crossroads’ operations. The account managers at Qualis act as an extension of Crossroads’ team, providing proactive support and ensuring that any potential issues are addressed before they escalate.

A key component to this relationship is an excellent variety of DME providers standing ready to serve Crossroads. Vendor choice allowed Crossroads to continually reward the DME vendor serving their patients best. Qualis’ relationship with DME vendors serving the hospice industry is unique and results in a collaborative arm-in-arm approach in serving Qualis clients.

Superior Customer Service

One of the key reasons Crossroads chose Qualis was their commitment to exceptional customer service. Qualis’ 24/7 support ensures that help is always just a phone call away. This level of responsiveness has been crucial in maintaining the trust and satisfaction of Crossroads’ staff and patients. Danny Cox, Senior VP of Clinical Operations at Crossroads, emphasizes this:

Outcomes & Benefits

Since partnering with Qualis, Crossroads has experienced numerous benefits, leading to significant improvements in their DME management and overall operations.

Improved Efficiency

By automating many of the manual processes associated with DME management, Crossroads has been able to:

• save an average of 120 hours per week PER location.

This time savings translates to approximately:

• $2.5 million annually in reduced administrative costs and staffing expenses.

Staff members can now focus more on patient care and less on administrative tasks, leading to higher job satisfaction and improved patient outcomes.

Enhanced Communication

Qualis’ platform has significantly improved communication between Crossroads’ various locations and their DME vendors. Since implementation,

• Crossroads has seen a 40% reduction in communication related delays.

The real-time tracking and reporting capabilities of the software ensure that all stakeholders are kept informed of the status of equipment orders and deliveries, resulting in a

• 30% increase in on-time deliveries.

This transparency has streamlined operations, contributing to higher efficiency and better patient care outcomes.

To download the full PDF case study, click here.

Moving Forward

Through Qualis, your team will save vital time finding, ordering, and tracking DME for their patients and other unique benefits. Instead of relying on one vendor to provide your hospice with DME, Qualis opens the door to over 900 providers across the country. Additionally, Qualis helps make invoicing tracking manageable for everyone involved. Ready to chat?