There is one thing every HME provider has in common: the delivery and/or set-up of medical equipment. While the products and services may vary from provider to provider, there are certainly some best practices that come with this type of patient interaction no matter the product or service line.
Bringing medical equipment into a person’s home and integrating it into daily life can be a challenge. When incorporating a new piece of equipment into their world, most patients want to understand a few fundamental things about their continuum of care. We recommend cracking the communication code with patients by focusing on three key areas to guide patient expectations:
Whether it’s an elderly person looking to maintain independence, a dad who needs to control his sleep apnea, or a complex rehab patient who is adjusting to a whole new way of life, in many cases, your patient is coming to you because something significant has changed. Focus communication efforts on guiding your patient through the process so they have a good idea of what might be coming next in their healthcare journey.
It’s your job to provide the equipment… and it’s your patient’s (and their caregiver’s) job to make sure they are engaged participants. Make it easy to be engaged by sharing essential knowledge about how to properly operate equipment, troubleshoot problems, handle an emergency, and find support resources. Patients should also understand what outcome they can expect when they are compliant and cooperative with their equipment or treatment. Check out these examples from the Cleveland Clinic.
One of the most complex parts of health care is paying for it, a detail that is frustrating for patient and provider alike! Help your patients get a better understanding when it comes to what is covered by their insurance plan and what they are responsible for paying out-of-pocket. Best practices include keeping credit card information on file to help streamline the patient pay portion of care. Your patients will appreciate the guidance and your honest answers will build the kind of trust every provider strives to develop.