In addition, ensuring timely equipment retrieval was a major challenge. When patients left service, DME often remained in homes longer than necessary, leading to additional rental fees and logistical complications. These delays not only drove up costs but also caused inefficiencies in inventory management, making it harder to allocate equipment effectively.
Beyond administration strain, the constant back-and-forth with vendors took attention away from higher-priority tasks. Staff spent large portions of their day resolving vendor-related issues rather than focusing on patient care and hospice operations. As Paradigm Health continued expanding, these inefficiencies became unsustainable, necessitating a new approach to DME management – one that would provide consistency, control, and cost savings while eliminating day-to-day headaches.
“DME Management was an ongoing burden. Our team was tied up all day making phone calls, following up on orders, and dealing with missing or delayed equipment. It felt like a full-time job just keeping track of it all.”
The Solution
A Centralized, Vendor-Flexible Approach with Qualis
After evaluating multiple DME management solutions, Paradigm Health selected Qualis due to its ability to offer comprehensive vendor management, operational expertise, and a tailored approach that aligned with Paradigm’s values. Unlike traditional DME managers that limit hospices to a single vendor, Qualis provided access to a nationwide network of over 900 vendors, ensuring greater coverage, flexibility, and responsiveness.
“Before Qualis, we had equipment sitting in homes for days after discharge, which costs us money. Now, pickups are scheduled automatically, we no longer have to micromanage the process.”
Rather than forcing Paradigm into a rigid, one-size-fits-all system, Qualis worked closely with leadership to customize a solution that addressed the hospice’s specific operational challenges. This included:
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Centralizing ordering and invoicing
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Standardizing communication between staff and vendors
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Implementing an automated process to track patient status changes and coordinate timely equipment pickups.
By eliminating the need to navigate multiple vendor systems, Paradigm’s team could now place and track orders through a single, intuitive platform. This not only solidified the daily workflows but also provided real-time visibility into equipment availability, vendor performance, and billing accuracy. Staff could easily verify order statuses, adjust requests, as needed, and reduce the risk of duplicate or incorrect orders - saving valuable time and preventing costly errors.
“Before we had to remember different processes for different vendors. Now we have one streamlined system that works across all vendors, and it’s made a huge difference.”
Additionally, Qualis introduced structured vendor oversight, ensuring that all vendors adhered to consistent service standards, fair pricing, and accountability measures. This was especially beneficial when dealing with vendors that previously imposed unnecessary fees for lost or damaged equipment. By negotiating directly with vendors on Paradigm’s behalf, Qualis helped establish more transparent policies, reducing unnecessary costs and ensuring equipment was repaired rather than prematurely replaced.
Implementation
Straight Forward Implementation & Easy Transition
Unlike past vendor transitions, Paradigm found Qualis’ implementation process exceptionally smooth. Qualis provided ongoing training, ensuring that staff felt comfortable using the new system. Instead of juggling multiple ordering methods (phone calls, faxes, and vendor-specific portals), Paradigm’s team could now place and track orders through a single platform – eliminating confusion and administrative burdens.
The Results: 50% Growth with Less Admin Burden
Cutting Administrative Burdens & Freeing Up Staff Time
Before implementing Qualis, Paradigm Health’s administrative team was spending hours each day on DME-related tasks, including placing orders, coordinating with vendors, and resolving equipment issues. Now, with an automated and centralized ordering process, staff can submit requests in a few clicks and immediately shift focus back to patient care. The reduction in manual work has freed up substantial time, allowing the team to handle other essential operations without DME disruptions.
Reliable Equipment Retrieval & Reduced Costs
One of the biggest financial drains Paradigm faced was delayed equipment pickups, leading to excessive rental fees. With Qualis proactively monitoring daily census changes, the system automatically flags when a patient leaves the system and prompts an equipment retrieval request. By eliminating the guesswork and reliance on manual follow-ups, Paradigm has significantly reduced instances of uncollected equipment sitting in patient homes, minimizing rental costs and optimizing inventory turnover.
Smarter Vendor Management & Cost Control
With Qualis, Paradigm gained access to a network of 900+ high-quality DME vendors. Access to this broad network has given Paradigm the ability to source the right equipment at the right time while also reducing reliance on any single provider. With Qualis facilitating vendor negotiations, Paradigm has secured better pricing structures, particularly on non-formulary items and specialty equipment. Additionally, oversight on vendor billing practices has ensured greater pricing consistency and fewer discrepancies, further improving financial transparency.
Scalable DME Management for Growth
As Paradigm expanded its hospice services into new territories, Qualis handled the vendor selection and setup, removing the complexity of sourcing new DME providers. This hassle-free expansion allowed Paradigm to enter new markets without disruption, ensuring patients in all locations received the same high level of care and equipment reliability.
Increased Employee Satisfaction & Retention
With a single, standardized ordering and management system, Paradigm’s staff no longer had to juggle multiple vendor processes or spend time troubleshooting DME issues. The simplified workflow has resulted in higher job satisfaction, giving employees more time to focus on meaningful, patient-centered tasks. Additionally, predictable and reliable DME processes have improved team confidence, reducing frustration and burnout.
