“We will call and order DME. As far as we know, the DME was delivered, and then we find out a day or two later that it was on backorder and wasn't ever actually delivered."
The Solution
Visibility, Accountability, and Smarter DME Oversight
When this hospice partnered with Qualis, they were no longer operating in the dark when it came to durable medical equipment. The team gained access to centralized ordering, real-time status updates, and audit-ready records, all in one place. Instead of relying on phone calls and hand-written notes, every action was visible, traceable, and supported by Qualis' proactive oversight.
Qualis did not replace the hospice’s existing DME vendors. Instead, they acted as a layer of accountability between the hospice and vendors, ensuring timely deliveries, flagging discrepancies, and stepping in when patient care was at risk. The platform not only saved time and money, it reduced tension between field staff and administrative teams, helping everyone work from the same playbook.
By integrating smarter workflows, permissions, and escalation pathways, the hospice could ensure that equipment was ordered appropriately, delivered on time, and picked up promptly. This was especially important for grieving families who needed space and closure after a death.
- Centralized Order Visibility
- Real-Time Status Tracking
- Vendor Oversight and Intervention
- Configurable Approvals
- After-Hours Accessibility
“One of our nurses absolutely hated doing after-hours and weekend admissions just because of the DME companies... now all she has to do is log in and do it at her pace.”
Implementation
Fast, Simple Setup with Ongoing Support
Switching to a new system can often feel overwhelming, especially in hospice care where patient comfort and continuity are critical. But for this hospice team, implementing Qualis was straightforward and supportive from day one.
"It was probably one of the easiest implementations that we’ve done since we started here."
Using Homecare Homebase, the team found that much of the technical configuration was handled directly by the Qualis and HCHB teams, minimizing the workload on hospice staff. Training sessions were brief, targeted, and reinforced with responsive follow-up from the Qualis team whenever questions arose. Staff appreciated that the system was intuitive enough for both daily users and those who only needed to access it occasionally.
"Our admissions convert right over. So for me that’s easy because I don’t use it all the time. If I need help, Lily can walk me through it quickly over the phone."
The success of the implementation was not just in how quickly it was completed, but in how well it prepared the team for long-term use. The hospice had the flexibility to customize workflows, configure approval processes, and get immediate help from a dedicated support contact. It allowed the staff to focus on care rather than troubleshooting technology.
- Pre-configured Setup with HCHB Integration
- Minimal Downtime
- Accessible Training and Onboarding
- Responsive Support
- Customizable Workflows
The Results: Lower Costs, Fewer Headaches, and Better Care
Reduced DME Costs
Switching to Qualis had a measurable financial impact. Before implementation, monthly DME spending sometimes soared to $60,000 due to overbilling, lack of pickup follow-through, and limited control over what equipment was being ordered. With Qualis' centralized oversight and approval workflows, costs dropped significantly.
“Some months we were paying up to $60,000 just in our DME and by going with Qualis, it’s been under 40.”
Faster Response and Equipment Delivery
Delays in equipment delivery used to be a routine frustration, especially when items were placed on backorder without informing the hospice. Since implementing Qualis, staff have reported a significant improvement in response times. Orders placed in the morning often arrive within hours, and issues are addressed directly and quickly.
“When we put in something to be ordered at 9:00 AM, before it would be a call to us like, ‘Does it have to go today?’ But now, within two hours, they got that equipment out there.”
Better Documentation and Visibility
With all equipment orders and pickups logged and time-stamped in the Qualis system, staff no longer have to rely on memory or manual logs. This has improved team communication and eliminated the frequent miscommunications about what was ordered, when, and by whom.
“Everything’s time stamped… so when I’m told, ‘No, you didn’t order,’ I’m like, ‘Yes, I did. I ordered five days ago at 10:30.”
Empowered and Less Frustrated Staff
The hospice's clinical staff found Qualis particularly helpful during off-hours and weekend shifts. Previously, nurses dreaded calling after-hours vendors, navigating multiple handoffs just to place a simple order. Now they log in, submit the request, and trust it will be taken care of, allowing them to focus on the patient.
“All [our nurse] has to do is go in, log in and put the order in… they don’t have to be on the phone in the middle of the night.”
