Centralizing DME Across Five Hospice Offices: A Conversation with Interim HealthCare of the Great Lakes Region

Interim HealthCare of the Great Lakes Region operates a multi-state hospice program across Wisconsin, Indiana, and Minnesota. With five hospice offices and a growing patient census, leadership faced ongoing challenges in managing durable medical equipment (DME) across disparate locations.

Prior to partnering with Qualis, each office utilized separate DME vendors with no shared communication or reporting tools. This led to frequent delays, staff inefficiencies, and a lack of visibility into spending and service quality.

Challenge Overview

The fragmented DME model presented several operational challenges:

• Inconsistent Communication: Nurses routinely spent 30+ minutes a day calling vendors for delivery updates.

• Service Failures: Equipment often arrived late, impacting admissions and family satisfaction.

• Administrative Burden: Staff juggled multiple ordering methods—some digital, many still reliant on phone or fax.

• Lack of Visibility: Financial reports were inconsistent and lacked a unified view of per patient per day (PPD) spend.

• Operational Silos: Each office had different vendors, platforms, and processes, straining clinical and administrative teams.

The Qualis Solution

Interim partnered with Qualis to centralize and standardize DME management across all five locations. With Qualis, Interim gained access to:

• A single digital platform for all DME ordering, tracking, and reporting

• Clear visibility into delivery status across offices

• Consolidated invoicing and PPD analytics

• A multi-vendor network with centralized coordination

• Responsive customer service and onboarding support

"Qualis was the first system that truly streamlined everything. Onboarding was simple, even when we acquired a new office in Rochester, it went smoothly."

The Results

1.  Predictable  Equipment Delivery

Same-day and urgent hospital discharges became easier to manage. Nurses could communicate delivery times with families confidently—sometimes even before leaving the hospital.

“We’re definitely getting equipment sooner now. That makes a big difference when you’re trying to admit quickly or coordinate with a facility.”

2.  Staff Time Reclaimed

Nurses and intake coordinators gained back time spent chasing orders. With real-time updates and centralized ordering, each of Interim’s 15–20 nurses saved at least 30 minutes daily - time now reinvested in patient care.

3.  Improved Service Reliability

Qualis now monitors and resolves vendor issues. Delays and complaints have dropped significantly, and DME-related concerns have largely disappeared from CAHPS feedback.

“We don’t get those calls from families anymore. That used to show up in CAHPS—and now it doesn’t.”

4.  Clearer Financial Oversight

Unified reporting enables Interim to track DME spend across all sites. Qualis provides actionable insights and recommendations when cost anomalies arise.

“Every time I reach out with spend questions, I get data and practical solutions. That level of support is hard to find.”

5.  Scalable, Multi-State Rollout

Despite varying vendor relationships and office cultures, Qualis implemented the system across five locations seamlessly. When a sixth office was added, the transition was just as smooth.

Why It Worked

Vendor Agnostic, Relationship Friendly:

Qualis supported Interim in keeping preferred vendors while elevating standards and accountability across the board.

Hospice-Centric Design:

With a user-friendly interface, easy onboarding, and support tailored to hospice workflows, staff at every level, from leadership to social work, quickly adopted the new system.

True Partnership:

From implementation to ongoing operations, Qualis operated as an extension of the Interim team—anticipating needs, resolving issues, and helping drive improvements in care and cost.

The Conclusion

By moving to Qualis, Interim HealthCare of the Great Lakes Region eliminated the inefficiencies of a fragmented DME approach. The result: smoother admissions, improved patient experiences, empowered staff, and real-time visibility into operations.

As Interim continues to grow and evolve, Qualis remains a trusted partner—bringing the consistency, transparency, and scalability needed to deliver exceptional care across state lines.

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