DME Delays Are More Than An Inconvenience - They're A Patient Experience Problem

Each hospice strives to maximize three aspects of a patient’s stay: comfort, dignity, and quality of life. These pillars make up a hospice patient experience—a key metric in any hospice or home care setting.

High patient satisfaction can lead to stronger caregiver trust, improved operational success, and a better reputation overall. Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores are a clear example of how patients can define how your practice ranks by the outside world.

But an often overlooked factor can get in the way of patient experience: Durable Medical Equipment (DME) delays. Here, we’ll break down exactly how inefficient DME systems can affect your operations—and how to fix it.

Hidden Consequences of DME Delays

We all know the frustration and stress of DME delivery delays and misunderstandings. But there’s more to it than one might expect—and even more so when it comes to patient experience.

A lack of essential equipment can cause unnecessary discomfort on a patient and may even lead to pain and further complications down the road. For example, a late wheelchair can mean a patient is left stuck in bed instead of spending time with family and loved ones.

And that’s not to mention more urgent equipment, such as a hospital bed or an oxygen tank. Even a slight delay in these can mean a world of stress and complications for the patient.

But it’s not just the patient who feels the impact of DME delays; families, too, face extra stress and frustration.

The emotional burden of struggling to keep a loved one comfortable and cared for can quickly wear down family caregivers. The uncertainty of when the equipment will finally arrive can also take a toll on caregiver stress and anxiety levels.

Eventually, all of these factors can come back to impact your hospice reputation. This can, in turn, affect partnerships and referring physicians—and, in turn, CAHPS scores and future funding.

Common Causes of DME Delays

DME management is often at the root of patient experience problems regarding devices, supplies, and equipment in general.

The medical supply chain is fragile; backorders, delivery delays, and shortages are common occurrences. Relying on a single vendor means you don’t have any backup options, worsening the problem in the long term.

If the sole supplier is overwhelmed, under-resourced, or going through a rough quarter, response times may also suffer. Orders may sit in queues for days, and details may not be processed correctly.

How many hours could you save from chasing down orders before it starts affecting the patient? DME providers often leave care teams in the dark due to a lack of tracking—and unclear order statuses can be a burden more than anything else.

So how are hospices and home care agencies supposed to deal with these issues?

How Vendor Choice Can Improve Hospice Care

Resolving delays, communication issues, and inefficiencies in DME comes down to one holistic solution: a centralized multi-vendor approach.

Having access to a broad network of suppliers and options can prevent shortages, helping you have reliable access to every piece of hospice equipment. A networked system prevents a scramble for a back-up plan.

Real-time tracking is essential—and a flexible DME vendor catalog prevents unresponsive vendors from being the only option. This can allow you to plan ahead and create a proactive communication space with families waiting for equipment.

Having a centralized, single platform for all your orders can organize your overall process. Staff are relieved from administrative burdens, and clear record-keeping can improve accountability in the long run.

How Qualis Can Reduce DME Delays

At Qualis, we wholeheartedly understand and observe how single-vendor DME systems cause issues in hospices across the United States. And that’s exactly what led us to want to make a change in the impact of vendor choice in hospice.

Our robust network of DME suppliers helps support a constant availability of all kinds of medical equipment. If anything went wrong with a vendor, it’s a matter of turning to another supplier who can deliver.

Orders are monitored in real-time, as we understand the importance of proactive tracking when patient needs are involved. Our team works hard to keep all vendor communications clear and effective, leading to more peace of mind for everyone on your staff.

Conclusion

A vendor-flexible approach aims to solve supply chain issues by not relying on a single option. Delays, shortages, and other unexpected issues can be addressed through backup plans and centralized DME ordering—with the added bonus of relieving staff of administrative burdens.

At Qualis, we understand patient satisfaction in hospice settings comes first. If you’re ready to evaluate your DME management system, schedule a complimentary consultation today!