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.
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.