From Vendor Chaos to Operational Clarity: Hospice of Atlanta's Transformation with Qualis

Facing missed deliveries, billing disputes, and rising staff frustration, Georgia’s largest nonprofit hospice turned to Qualis for help. With streamlined communication, vendor accountability, and faster service, they’ve seen a dramatic drop in complaints and regained control of their DME operations—freeing their team to focus on what matters most: patient care.

Challenge Overview

Hospice of Atlanta, the largest nonprofit hospice in Georgia, faced persistent challenges with DME vendors - missed deliveries, wrong equipment, poor communication, and billing for deceased patients. Staff were stuck chasing down orders with little visibility or control, while patient care suffered from avoidable delays and disruptions.

Solutions Overview

Qualis delivered more than just software. They brought a hands-on service team, vendor accountability, and tools to bring clarity and consistency across the hospice's entire DME program. 

• Clear Visibility Into Orders

• Hands-On Vendor Management

• Streamlined Implementation & Training

Key Benefits

1.  Significant Drop in DME Complaints 

Monthly complaints dropped from over 30 to fewer than 5, allowing the team to stay focused on care instead of chasing fixes.

2.  Direct Support for Staff and Leadership 

From night shift nurses to executive leaders, everyone had the support they needed—with one point of contact and responsive communication.

3.  Vendor Issues Owned by Qualis

When a vendor underperformed, Qualis stepped in, coordinated resolution, and ensured accountability—removing the burden from hospice staff.

4.  Simple, Centralized Ordering Platform

Orders could be placed and tracked without phone calls or emails, reducing confusion and unnecessary delays across all three hospice offices.

5.  Smoother Discharges and Better Patient Experience 

With fewer delays and more reliable delivery, patients had what they needed sooner- ensuring a smoother transition from hospital to home.

The Challenge

Inconsistent Vendors, Poor Visibility, and Unresolved Billing Issues

Despite a strong clinical team, the hospice’s DME process was breaking down. Deliveries were late or incomplete. New vendors appeared without warning. Billing errors—like charges for patients no longer on service—were left unresolved. Staff had no tools to track or verify what was ordered or delivered, leading to repeated follow-ups and duplicate work.

These inefficiencies drained time and attention away from patients and families. Nurses, especially after hours, were left unsupported. Frustration mounted across all levels of the organization.

• Delayed or Incorrect Equipment Deliveries

• Unresolved Billing Errors and Overcharges

• Lack of Visibility Across the Team

• Vendor Communication Gaps

• Staff Burnout Due to Operational Disruptions

The Solution

Clear Oversight, Consistent Support, and Control Over DME

Hospice of Atlanta was operating in a fragmented system—unreliable vendors, little visibility into orders, and constant staff frustration. Equipment was often delivered late, sent incorrectly, or not delivered at all, and no one knew until families complained.

By partnering with Qualis, the hospice gained the tools and team support needed to take control of its DME operations. Every order became visible and trackable. Communication was centralized. And vendor performance was actively monitored, with Qualis stepping in when standards weren’t met.

Instead of guessing where equipment was or chasing down responses, field staff could now focus on patients—confident that deliveries would happen and problems would be resolved.

What Changed with Qualis

• Centralized Visibility Into Orders and Pickups

• Dedicated Team Monitoring Vendor Follow-Through

• Streamlined Ordering Without Phone Calls or Emails

• Clear Accountability and Follow-Up for Issues

• Improved Experience for Staff and Families

“We don't expect perfection. But we do expect resolution. And we're getting that with Qualis.”

Implementation

Easy Transition That Didn't Disrupt Care

Despite a busy census and three locations, implementation was smooth. A project manager from Qualis handled the rollout, coordinated directly with staff, and made sure the system was ready before go-live. Training was short, straightforward, and accessible—even for staff who only used it occasionally.

Leadership didn’t have to manage the transition day-to-day. The rollout didn’t interrupt patient care. And every issue that came up was handled quickly.

"No dropped balls. No confusion. Just steady support and an onboarding experience that didn't derail our focus on patient care."

Implementation Highlights

• No Interruption to Patient Services

• Hands-Off for Executive Leadership

• Clear and Timely Communication Throughout

• Fast Resolutions During Rollout

• Onboarding Support That Matched the Hospice’s Pace

The Results

Fewer Complaints, Faster Service, and Renewed Focus on Care

Drop in Monthly DME Complaints

Before Qualis, the hospice received over 30 DME-related complaints each month. That number dropped to fewer than five and has stayed low.

“The most impressive part? We're not the ones following up anymore. Qualis owns that and they follow through.”

Streamlined Equipment Access - Even After Hours

Nurses could submit orders without phone calls or waiting for confirmations. This was especially impactful during nights and weekends.

Better Team Communication and Documentation

Staff no longer relied on scattered notes or vendor updates. Each order and delivery was logged, visible, and supported by Qualis.

More Accountability from DME Providers

When vendors fell short, Qualis stepped in, initiated follow-ups, and didn’t let issues slide. The hospice no longer had to manage those relationships.

Lower Staff Stress and More Time for Care

By removing DME headaches, the team gained back time and energy that could be focused on what mattered most - serving patients and families.

Conclusion

From Frustration to Confidence in Hospice DME

Hospice of Atlanta’s partnership with Qualis delivered immediate and lasting improvements. What was once a daily drain on staff time and morale, missed deliveries, billing disputes, and unclear vendor communication is now a streamlined, well-supported part of the hospice’s operations.

With better visibility, centralized ordering, and a partner that holds vendors accountable, staff can spend less time solving equipment problems and more time focused on patient care. Complaints have dropped, after-hours stress has eased, and billing issues are no longer left unresolved.

For hospices seeking stability, efficiency, and peace of mind, this transformation shows what’s possible with the right DME management partner. Qualis helped this team take back control without overhauling their vendor network or disrupting patient care.

If your hospice is tired of chasing down orders, troubleshooting vendor issues, or navigating billing frustrations, let’s talk. Qualis can help you create a DME process that actually works - for your staff, your patients, and your bottom line.

See how Hospice of Atlanta reduced complaints, gained control over vendors, and restored focus on patient care. 

Download the Case Study