I start projects with the best of intentions. But, sometimes things don’t go as planned. Occasionally the project takes more time than I allotted, and in some cases, it gets delayed or derailed. Just last week, my simple, 15-minute toilet repair job turned into a full day of work. I inadvertently broke a water pipe, and as a result, I narrowly avoided drowning in a gush of water, used every towel in the house to mop up the mess, patched drywall, and soldered PVC pipe to get back to square one. It’s Murphy’s Law.
Patients new to DME setups are not immune to Murphy. Not every customer will comply with doctor’s orders, even though they should. Yet, I often find that suppliers are unprepared for the non-compliant customer.
Patients new to DME setups are not immune to Murphy. Not every customer will comply with doctor’s orders, even though they should. Yet, I often find that suppliers are unprepared for the non-compliant customer.
Most policies teach staff how to move claims through when the customer follows the rules. Staff can easily spot when the rules are not followed, but they don’t know what to do beyond identifying the common breakage points. This failure to prepare for the unexpected repeatedly causes gridlock and confusion.
We obviously need to teach our staff what the rules are and what to do “if” the rules are followed, but we also need to make the “if nots” part of our plan. If we accept that things won’t always work out as planned, we should prepare our staff to deal with these atypical scenarios.
For example, non-compliance will always be an obstacle for CPAP providers. Is your staff immediately clear on what needs to happen to continue the revenue stream? Do you have to pick up the equipment or can you leave it and get paid? What about other obstacles like changes in supplier, audit failures, replacement equipment, or changes in insurance? Answers to the “if not” questions will equip your staff to handle the detours they’ll encounter along the way. Join us as we delve into these specific “if nots” during our March 22 webinar, A Fork in the Road: Navigating PAP Documentation Scenarios.
We obviously need to teach our staff what the rules are and what to do “if” the rules are followed, but we also need to make the “if nots” part of our plan. If we accept that things won’t always work out as planned, we should prepare our staff to deal with these atypical scenarios.
For example, non-compliance will always be an obstacle for CPAP providers. Is your staff immediately clear on what needs to happen to continue the revenue stream? Do you have to pick up the equipment or can you leave it and get paid? What about other obstacles like changes in supplier, audit failures, replacement equipment, or changes in insurance? Answers to the “if not” questions will equip your staff to handle the detours they’ll encounter along the way. Join us as we delve into these specific “if nots” during our March 22 webinar, A Fork in the Road: Navigating PAP Documentation Scenarios.
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