Passion in People

Today's blog post is a reflective one. When you are in the business of people, sometimes it's just good to take a minute to remember why we do what we do in the first place.

The most recent issue of Fast Company magazine included an article about a man named Vasu Kulkarni and his company, Krossover. Talented in both basketball and computer programming, Kulkarni created a way to bring high quality, yet inexpensive, analytical tools to high school and college level athletic programs. It is clear that Krossover was built from passion and a belief in the positive effect of athletics.


Thinking about all the successful DME and Home Care companies I've read about or had the privilege to work with, there is one important factor that rings true with all of them: focus on quality patient care. As you well know, the medical world isn't one for people who see the world in black and white because every decision we make impacts the kind of care patients receive. From clinical details to billing, ABNs to education, each part of your business touches your patients in some way. 

So make it a great week and keep focusing on your patients - it's amazing what a little passion in people can do!

Element #3 - Always Adapt

It's officially trade show season. The VGM Heartland conference wrapped up last week and Medtrade will be here before we know it. It's no surprise that much of the buzz is about competitive bidding, audits and technology. The home care industry, especially DME, is in a time of transition that can be enough to make your head spin... 

Change can be scary, however, it is also inevitable. Instead of finding yourself frustrated, try to see each new challenge facing your company as an opportunity to adapt - and succeed! 

For example, when Medicare dictates you communicate more with patients about refills/supplies, get your team together and start brainstorming. You will come up with an idea, that idea will become a plan, that plan will become action. If your course of action doesn't accomplish your goal or meet your expectations, it just means the formula isn't quite right yet. Use your team to help identify strengths and weaknesses of the plan, readjust your actions and move forward.

Sure, that may seem too simple but remember that "simple" and "easy" are not the same thing. Simple planning strategies are what enable you to cut through the clutter of worry and stress in order to focus on overall goals, to adapt. Besides, if it were easy everyone would do it and you aren't just anybody, right??

Element #2: Contacting Your Medicare Patients: Dot the I’s and Cross the T’s

Contacting patients is essential to both the success of your patients’ care and the success of your business. Strong communication with patients will help strengthen the patient/provider bond by keeping them updated with clinical and promotional information. While masterminding your strategy for patient communication, remember that part of developing effective lines of communication means understanding the limitations. Though Medicare is now encouraging providers to maintain regular contact with patients regarding supplies/refills, it is easy to be confused by the “do’s and dont’s.”

For example, a section of the Social Security Act prohibits unsolicited telephone contact by suppliers. One of three conditions must be met in order to contact a Medicare patient by phone. Section 1834 (a)(17)(a) of the Social Security Act states:

(A) In general—A supplier of a covered item under this subsection may not contact an individual enrolled under this part by telephone regarding the furnishing of a covered item to the individual unless one of the following applies:

1. The individual has given written permission to the supplier to make contact by telephone regarding the furnishing of a covered item.

2. The supplier has furnished a covered item to the individual and the supplier is contacting the individual only regarding the furnishing of such covered item.

3. If the contact is regarding the furnishing of a covered item other than a covered item already furnished to the individual, the supplier has furnished at least one covered item to the individual during the 15-month period preceding the date on which the supplier makes such contact.

Common sense may tell us that being a patient implies consent to be contacted by you, however, the law is not so black and white. As far as I am concerned, requirement number one, listed above, is the simplest way to avoid potential pitfalls when calling patients: get their consent.

The single best way to get patient consent is to just ask. When new patients come to you, have them fill out a consent form. Let them know how they will benefit from communication with their health care provider and assure them their contact information is secure. Existing patients can be asked to complete the form upon their next visit, the same way insurance information is updated. By openly collecting contact information and consent, you not only meet the Medicare requirements, you also take the first step to building patient trust and communication.

If you have any questions about how to contact patients or need help putting a consent form together, please send an email and I will be happy to talk with you!

P.S. There are also federal guidelines about contacting people through email. These guidelines apply to everyone, not just Medicare patients, but the solution is the same: Get consent.