LAS VEGAS – We all operate in a highly competitive industry and it’s important to take advantage of the resources available to help our businesses succeed. For example, developing a patient-centric strategy for optimizing CPAP compliance and resupply requires diverse capabilities and expertise seldom found within the fabric or our own HME/DME operations.
As a prior HME/DME owner/operator, the realization that a strategic partner to help us grow our CPAP business to its fullest did not exist. Like so many others servicing CPAP patients, we were not doing our patients (or our provider referral sources) justice by utilizing auto-dial (IVR) systems that most patients don’t like. And the results, which average a 15% connection rate while retaining less than 30% of patients, show that. We needed to do better.
We began collaborating with and using other successful patient-centric models to develop a program specifically for CPAP compliance and resupply management. It all centered on improving patient engagement by establishing a 1:1 relationship between a clinically trained “Sleep Coach” and the patient.
The results of a “Live Call” program proved to be more than we could have imagined. Our compliance rates increased from the national average of 50% to 85%, patient orders increased over 200%, and our resupply revenue to the bottom line more than doubled.
Patients commented on the value they felt they were receiving from their Sleep Coach, which significantly impacted patient retention numbers. Sharing this information with provider referral sources created a unique differentiator for us as an HME/DME that had invested better patient care.
We designed the Sleep Coaches program with other HME/DME’s in mind; to help maximize patient compliance and resupply revenue while improving patient retention.
Mark Boardman is CEO of Sleep Coaches, Minneapolis and Los Angeles. Sleep Coaches is exhibiting at Medtrade Spring (Booth #338), scheduled for March 3-5, 2020, in Las Vegas.