When Is It Time to Switch DME Vendors?

Durable medical equipment, or DME, is an important part of day-to-day operations in the healthcare industry. Working with reliable vendors is crucial to running a safe and successful healthcare business. This might explain why most hospices hesitate to switch DME vendors. However, there may be times when the vendor relationship stops working, or, more often than not, this may seem workable in the moment, leaving you feeling comfortable with lackluster fulfillment that actually needs to be changed to a better option.

Warning Signs It’s Time to Switch

It helps to understand what justifies a DME vendor change. If you’re unsure about making the switch, here are some signs to watch out for:

Frequent Missed Deliveries or Delays

Occasional delays are to be expected, but frequent delays and missed deliveries can impact your ability to provide patient care. When a vendor fails to follow a predictable schedule, it’s a good sign that you should start looking for alternatives.

Poor Communication

This can include inaccurate delivery times, long holds during phone calls, or delayed documentation. Two-way communication is vital for any business relationship. If your DME vendor is hard to reach or collaborate with, consider moving on.

Equipment Quality Complaints

Patients rely on DME to function in their daily lives, so high-quality products should be one of the most important things to look for in a DME vendor. Trust the opinion of your staff, patients, and patients’ family members. When you notice a rising trend in complaints regarding equipment quality, the issue is likely related to the vendor.

Inability to Meet SLA Expectations

An SLA (service level agreement) is a signed contract that holds DME vendors accountable. When vendors fail to meet promises they provided in writing, it might be time to conduct a hospice supplier review.

No Transparency or Reporting

Timely reports allow you to monitor your DME vendor’s performance and anticipate potential delays, which is helpful for keeping daily operations running smoothly. Prioritize vendors that provide easy access to centralized reporting and maintain transparent relationships with their clients.

Why Hospices Delay the Switch

Even when it’s clearly time to switch DME vendors, many hospices delay the decision to start over with a new vendor. Here are some possible reasons:

Fear of Transition Disruption

Changing DME vendors could take several weeks. This may result in billing delays, stalled equipment delivery, or other disruptions that can impact your revenue stream.

Lack of Clarity

With new SLAs and data migration, some hospices are intimidated by the complexity of a DME vendor change. To make the process as easy as possible, assess your facility’s needs and develop a well-planned vendor transition checklist.

Concerns About Staff

Changing DME vendors may trigger staff resistance, and it may also require additional resources for training. You can make the switch easier by soliciting staff input and feedback, choosing a user-friendly system, and providing extra support during the transition.

How to Make the Switch Strategically

Switching DME vendors requires thorough planning to continue caring for patients without major disruptions. When you’re ready to make the switch, use the following tips to help:

Gather Metrics and Document Issues

Identify the specific issues you have with your current vendor, and gather supporting data such as log sheets, receipts, or reports. You should also assess the types of equipment and supplies that are most essential for your patients, which will help you with the next step.

Find a Vendor-Neutral Partner

A vendor-neutral partner gives you the ability to evaluate different vendors, comparing pricing structures, delivery protocols, and other features. At Qualis, our robust DME vendor network gives you direct access to hundreds of trusted vendors from one convenient dashboard.

Make a Plan

Outline the necessary steps for a smooth transition, then delegate specific tasks while providing deadlines for completion. Maintain open lines of communication between staff, patients, and the new vendors so that any issues can be addressed as quickly as possible.

The Role of Qualis in Transitions

With over 6,300 vendor access points, Qualis provide superior customer service and quality products. Use our built-in reporting and comparison tools to refine your vendor search. With additional support during onboarding and implementation, working with Qualis can simplify the process of changing DME vendors.

Grow Your Business

Partnerships matter when it comes to growing any kind of business. If your current vendor relationship isn’t working, don’t wait. A better DME experience is possible with the right partner to guide the change, which is why Qualis is the preferred DME management company for hospices across the nation. 

We provide DME evaluations, educational materials, and other business management services that can help your organization succeed. For customer testimonials, whitepapers and ebooks, or questions about our services, contact us to speak with one of our friendly experts.