Shelly Sounds Off

Recognizing Employee Creates Recognition

2012-01-11T08:52:00.000-08:00

One of the providers I know, when we met at Medtrade this fall, told me what he did to create a bond between him and his employees. It was so simple and has proven to be so effective for him that I want to share it with all of you.

He printed a company business card for every employee. Under the company name he included their name, title or department and college degree. Of course it had the company logo, telephone number and address. I was really impressed when I saw one.

When he told me how proud each employee was (he even printed one for his delivery man). It appears that so many of these business cards, which he provided to all of his employees, as his employees proudly distributed them to friends and associates gave him a large ROI. It was a very inexpensive way to get a really great deal of recognition in the community.

Each of his employees was very excited to distribute them; it gave them a high degree of pride. They told all their friends what they did, how responsible their work was and just how satisfying it was for them to be involved with home health care.

Printing business cards is a very small investment. But this proprietor’s bonus was how many new customers came to his location as a result.

Think about this as a novel way to get your company name distributed in your market. If you would like to share some of your ideas with peers, please call (877) 553-5127) or e-mail them to me (shelly.prial@att.net). Thank you.

Important Information

2012-01-10T08:45:00.000-08:00

When I speak with HME providers, I am often surprised that they have not stayed abreast with many of the problems we all face as an industry. I can appreciate that and understand why this is a problem.

Today most providers, or should I say proprietors, are working so many hours each day that they find little time to sit down to study the messages they receive. A brief revue is what most will do, but that is no longer sufficient. It is imperative to stay abreast of everything that may affect their company.

At Medtrade, I found time to have a cup of coffee with the principal of a major HME company. Being very aware of how busy he is running his operation, two locations and many employees, I asked him how he kept up and responded to what is going on in our industry.

His response was so important and I am going to share it with all of our readers.

Every day he takes time in the morning to read all the messages he received. He then acts on each by sending a copy to the employees who may be involved. If not, he sets it aside to do what is necessary by himself.

He told me that “there is nothing more valuable than knowing what is happening daily.” He tells me that now every Monday he studies the email newsletters provided by the various industry publications and Medtrade. He looks forward to the emails and literature he obtains from his state association. He enjoys the print copies of the industry magazines and studies them all. Each for him is a source of information. He has attended every Medtrade since he opened his operation and told me that there he is able to make many good deals and establish better relations with his suppliers.

By staying informed you will meet all you goals.

Communicate for a Great New Year

2011-12-30T09:24:00.001-08:00

What do we mean when we say communication? The dictionary shows many means of communication, all are correct! However for a HME provider, it is one of the best tools available to help the business expand and increase profits.

In a previous post, I spoke about “serious thinking” and recommended that you write a new business plan for 2012. I am sending you something to put into your business plan - a means of communication. This is something that many successful providers do, they communicate.

During my days as a provider I sent out a post card every week to all my customers. This was very inexpensive and I always had an idea to share, a good healthcare tip, an invitation to see a new product and occasionally a single item at a big discount for one week only. I never ran out of ideas.

Today, that is rather expensive and with the great amount of junk mail delivered by the Postal Service, no longer effective. It would get lost with the appeals for contributions, return address labels, magazines, newspapers and so much mo.

But at your fingertips is your computer. This should be filled with a great deal of information known only to you. Use it, not as a blog but as weekly newsletter. The title should show your company name; e.g.: John and Mary Jones DME Weekly Newsletter.

Keep them brief, large pica (16 or 18), some humor, a picture if possible and your telephone number. As your customers get accustomed to receiving this they will pass them on to neighbors. Invite your staff members to write some for you. This brings the company closer to the customer.

Make the New Year, 2012, your best year by planning and communicating!

2011-12-22T10:45:00.000-08:00

A VERY

MERRY CHRISTMAS

and

A VERY HAPPY NEW YEAR

SHELLY

And all the wonderful
folks who make this
so much fun for me.

Happy Holidays

2011-12-15T10:39:00.001-08:00

Every year at this time, I stop to review the happenings of the year. The holiday season is upon us and the excitement and the passion leading to these exciting days are wonderful. The services at your houses of worship, the family dinners, and the exchange of good wishes and presents are unequaled.

Many eons ago I had a meeting with the dean of my college and a minister. From this meeting, I learned a unique and helpful way of approaching the coming year. I have followed their advice from that day forward and it has always proven to be correct.

Simply it is the following:

Find a quiet spot where you can just sit by yourself and review in your mind all the last year’s activities – nothing personal, but all business-oriented. Then, take a pen in hand and write down all of the successful promotions as well of those that did not go so well. Check that every employee has performed their best or the times in which they disappointed you. Study each of your vendors and the cooperation they gave you.

Be honest with yourself. No one else will see or be aware of what you record. Write these all down. You must have the courage to include the “bad” with the “good.” Then set it aside for a day or two.

When you reopen all of your notes, then you can prepare a new business plan for 2012. I have recommended this to many friends and HME associates. I have done this all my life and am very proud of some of my accomplishments. But I am even prouder of reports I have received from my friends who have done the same.

So I wish that the Blessings of the Holidays be shared by all and to all a HAPPY NEW YEAR. AMEN !!!

Opportunities in Telehealth

2011-12-14T09:45:00.000-08:00

Telehealth is a fascinating opportunity for HME providers to investigate. I have written on this subject several times and feel that it is so important that I am doing it again.

The future for the health care industry may very well be based on how much of an effect telehealth has and, as we look at it today, it appears that there is a future for HME providers.

I have heard speakers at Medtrade explain the importance of telehealth and how it can be marketed. They all point out the role of the HME provider.

Physicians, nurses, and technicians, as well as family caregivers and many other members of the health care team, require current information to best care for their patients. Telehealth services can provide that to them and your company can be in the mix.

A very brief description is that the patient can daily, or as often required, use telehealth devices and send their vital signs instantly to their physician. For example, the patient can use their blood pressure cuff, spirometer, scale, blood glucose monitor, EKG and other equipment currently available. By himself or herself or with the aid of a family caregiver, they can affix the equipment and in seconds the reports are forwarded.

You should contact some of the telehealth product manufacturers and see if your company can become one of their team. VNAs, home health agencies, physicians and other healthcare services will be very pleased to discover that you can provide these tools.

Don’t miss this opportunity. Don’t put it off for tomorrow – take the first step now and see how you can become the provider of telehealth in your market. If you don’t, your competition will.

Who Else?

2011-12-12T10:37:00.000-08:00

The HME industry is similar to most all industries. There are winners – I know many success stories, as you all do, in which entrepreneurs have reached a pinnacle. Also, there are some who just earn their daily bread and those who fall by the wayside.

Every industry is affected by legislations, taxes and many restrictions. HME is unique and somewhat different. Unlike a department store that sells a product and the purchaser pays cash or uses a credit card and the transaction is completed, our industry’s ways of getting paid are different. Yes, providers do get paid for their services – some with cash but most from third-party sources.

Almost all healthcare services and products require an ID, a social security number, a Medicare card or other insurance proof. I looked in my wallet and counted five different cards. This is typical for almost every senior citizen.

Most of healthcare in the United States is paid by and under the supervision of the government. It is a form of socialized medicine. The system is so poorly controlled and as a consequence fraud and abuse are milking out mega dollars. This is the number one problem which must be resolved.

Reducing reimbursements and competitive bidding for lower prices are not an answer. The thieves will survive no matter how much legislation is passed. Who else faces this dilemma? All HME providers, pharmacists, and just about every healthcare provider do.

Federal and state regulations are constantly being updated and changed. To stay up to date and aware, it is imperative that you stay involved in national and state associations. Every HME provider must not only be a member, but they should be on the phone calling every other provider and telling them why the importance of working together is how you will be able to stay in business. There is far too much at a stake for you. Do not allow the business you have poured hours of sweat and dollars to be squeezed out.

Who else can do this for you? No one else! Therefore, need I say any more?

Let's Work Together to Defeat Competitive Bidding

2011-12-08T15:34:00.001-08:00

Where will this go? I am a registered pharmacist and have stayed in communication with NCPA and other similar groups. I read and study their industry publications same as I do ours. They all are concerned about the competitive bidding program. Perhaps I should say “frightened” by it.

Pharmacists feel they will no longer be capable of providing supplies and service to diabetes patients. The cost and greatly reduced reimbursement for those related products are not sufficient to cover their overhead. How often have HME providers said the same?

We all have to work together – that includes HME providers, pharmacists, nursing services, and therapists – and everyone that is involved must develop one strong voice.

Can we put an end to competitive bidding for medical supplies? Yes. A great number of dollars has been spent to get HR 0141 become a reality. About 165 representatives have put their names on as co-sponsors. We need many more. If 90% of the DME/HME dealers would become active members of both their state and national associations, the organizations would have more clout to influence the Congressmen.

Why will this happen? VOTES! VOTES! Without being elected they will no longer be in Congress. HME providers and pharmacists know and work closely with their customers and family caregivers. They all vote.

With the information the associations provide, you can get all your customers and their families to know who is on their team. VOTES can often be more valuable than dollars. Without votes they are out of office. So please use your tremendous strength.

Simply join. You can no longer stand-alone and make things happen. We can and must get rid of competitive bidding.

I Need Your Input

2011-12-01T15:44:00.000-08:00

There are many things happening that can affect HME providers. It is now imperative that we all work together to protect our company, employees, clientele and our country. In the next few blogs I will try to address each.

1. How will the inability of the special Congressional committee of six to resolve the trillions of dollar debt hurt our industry?
2. Power wheelchairs
3. RAC audits
4. Competitive bidding
5. The role of the HME provider

There are so many problems we can address. Please notice I said we. The five “problems” I have listed above will just be a peek into the future. I need your input. If you have any pet peeves, please email them to me at shelly.prial@att.net or call me (877) 553-5127. I doubt that I can solve any of these, but be assured I will express my thoughts and we can share approaches, thoughts ideas and get some more ACTION going.

2011-12-01T03:29:00.000-08:00

I have shared this quote from Doctor Seuss with my children and my grandchildren. I want to share it with all of you. “Today is your day! Your mountain is waiting. So… get on your way!”

Many of the problems facing our industry can be resolved if we, as a team, gather our forces into one powerful voice. I realized that at the Medtrade meeting in Atlanta a few weeks ago. I cannot tell you how impressive it was visiting the many booths and seeing the efforts each of them are addressing to Congress and Medicare. The goal is to get both to understand the role of the HME provider.

They do not recognize the service and the care senior citizens and beneficiaries receive. Much of the service is pro-bono and all of that would disappear if the providers and dealers were forced out of business. Congressmen receive a healthy salary and a fantastic retirement. HME providers, on the other hand, eke out a very small reimbursement and they are trying to further reduce that. We must act, today is OUR day!

If all of the buying groups, national and state associations would sit down and work together to organize the entire industry, what a voice that would create! When I see how much money each of them are spending, I then become very aware that if that money was all in one pot, how much further it would go!

The AMA, AHA, pharmaceutical manufacturers, lawyers, every industry, except HME/HME has banded together but our voice is not heard, it is too soft.
Now all I can say is our industry has very fine people, erudite and understanding and they can do for us what the others do. So… get on OUR way.
We can become a powerful and effective voice for every senior citizen, family caregiver and patient. Let’s do it, OUR mountain is waiting.

Don't Forget to Suggest the "Add-on" Items

2011-11-30T15:24:00.000-08:00

What is an add-on sale? We bought a bag of hot dogs to cook on Veteran’s Day. The grocer said, “Do you need any buns?” We had some at home, but we bought more. That was an add-on sale. Very subtle and very effective!

My wife uses a walker. She obtained a battery-operated flashlight to mount on the front bar. It is a great idea to have a light when she is out at night looking for something. Consider mounting such a product on several of the walkers you display. When the patient sees it, it becomes another opportunity for an add-on sale.

When you visit a department store, a Walgreens, a Target, a Wal-mart or other stores, notice a few things. All items are displayed with similar products that enhance one another. All items are price marked and easy to locate.

Senior citizens love to shop. They like to see comfort items to bring home. Family caregivers are constantly searching for items to save them from making an extra trip. Make it easy for them.

Display as many add-on items as you can. This is not very difficult. Work with the sales reps that call on you. Ask for handouts from your vendors. Become aggressive and look for every opportunity for an add-on sale.

Showcasing Your Products

2011-11-30T06:20:00.000-08:00

Shelly, is there a way of preparing a specialized catalog for my sales people to distribute without going into a big expense?

I received this query last month at Medtrade in Atlanta. I asked the provider why he thought he needed a catalog. After all, every company whose products they sell publishes one. He said he was following up on a suggestion he received in a previous blog and felt his company would benefit with their own catalog.

A three-ring, loose-leaf binder, preferably one where you can slide in a sheet with name, address, etc. of the company on the cover, is the first step. Include an introduction to your company and a list of the services you offer. One page should identify your employees and their major strengths.

The purpose of this loose-leaf catalog is to allow the practitioner or referral source to tell his or her patients about your products. You can, since your catalog is three-hole punched, include pages from the manufacturers. No prices, these are referral catalogs and should be used only as a reference source. Every time your salesperson makes a visit they should bring new pages to add and remove the outdated ones.

This works! Try it! Your catalog in the hands of the physician, nurse, therapist or referral source becomes a silent salesperson for your company. As they receive more information, the more important the three ring binders will become. Your vendors will provide you with as much material you request. This is one easy and excellent way to build new sales and enhance your operation.

Thanksgiving Blessings

2011-11-29T15:36:00.000-08:00

Editor's Note:
Although this message was delayed, its meaning is still timely.

One day each year we set aside a day called Thanksgiving. The whole family gathers around the dinner table and before enjoying all the “goodies” prepared, bow their heads to say THANK YOU. Not to one another, but to God for all his blessings.

But why for only one day? At my age I say that every day. Somewhere we, as an industry have to find the time to say the same “thank you” often. Despite all the gloom and doom that seems to be circulating, I discovered that is not at all true.
At Medtrade I had the pleasure of speaking to many attendees; providers, vendors, salespeople and other professionals. They were all there, grateful for the opportunity to plan for another successful year. All were very aware of the problems and difficulties of the last 12 months. All of them were there so as not to have a repetition of the past. They were there for the future.

It matters little which industry you are in – the economy affects everyone. What made me so upbeat about the future is I saw a myriad of people all working together to determine the steps they would take so that there will be another Thanksgiving holiday. So please, enjoy this holiday and say thank you for the blessings of the last year (after all, you are still in business) and prepare for the next twelve months.

“All things bright and beautiful,
All creatures great and small,
All things wise and wonderful,
The Lord God a made them all.”
Cecil Frances Alexander

Wheelchairs: Your Not-so-Silent Salesforce

2011-11-29T15:17:00.000-08:00

Is every wheelchair on your showroom floor working for you? I have visited a great number of providers throughout the country and am too often appalled at what I call “naked” wheelchairs.

I am thinking about one provider in particular. He very proudly showed me that he displayed more than a dozen chairs on the showroom floor. He was very self-satisfied that each was different. There were many: various colors and styles, swing-away leg rests, removable arms, desk arms, hemi-chairs, travel and so forth. Impressive? No! I was disappointed. Although I did not mean to embarrass him, I tried to show him how to make each chair work for him.

We spoke about how he could make each chair a silent salesperson. It is so easy. Simply affix to each chair all the add-on sale items, comfort items and ADLs. Place a different cushion on each chair. There are several types of safety belts, cup holders, wallet holders, and many comfort and many safety items you can show. Don’t forget anti-tip devices, oxygen cylinder holders, brake extensions and backpacks.

I am aware that many providers are doing this. This dealer took my admonitions seriously. He and his staff sought out every possible item they could locate. His chairs were dressed up and every item had a price tag. Most people will not buy merchandise that isn’t prominently price marked.

He has reported that in more than 90% of his sales, whether for Medicaid, Medicare or other insurance, the patient usually bought one or two additional items. The number of discretionary dollars available today is large and most people are willing to pay a few dollars for extra comfort.

Put every wheelchair on display to work. Make them better sales sources!!!

Happy Customers are the Best Customers

2011-11-29T15:12:00.000-08:00

One question that was asked of me several times on the exhibit floor at Medtrade was “what is an asset I have that can be best used to build more sales?” Each HME provider has different strengths! These are normally the basic programs. One thing they all have in common is their customers.

When you have a happy customer, other than an occasional thank you or compliment, you hardly ever hear a peep from them. You see them and their family caregivers regularly. Wouldn’t it be nice if all of your customers fit that description?
Then there is the unhappy customer! One who is dissatisfied with something that has happened, no matter how trivial it is. You often will never hear a word from them. As a matter of fact, you will never hear anything because invariably you have lost that customer.

A good friend, with an excellent company in New England, told me about an unhappy situation that happened. He was fortunate he heard about it in time to prevent it from mushrooming. A member of his staff, meaning well, inadvertently said something that the customer interpreted as insulting and he walked out.
The upset customer told a friend what happened. His friend was nice enough to speak to the owner about the incident. The owner then called the customer, apologized and mended the situation. An unhappy customer will tell all of his friends about the incident, and with each telling, the tale will grow and become even worse.

How much does it cost to develop a new customer? Probably a great deal more than keeping an old one. Please instill in your staff the necessity for good customer service. Courtesy goes a very long way towards building a business.

Medtrade Wrap Up - Part II

2011-11-22T06:19:00.000-08:00

It is the Monday after the weekend and I am still realizing just how much was accomplished in Atlanta. How many HME providers went home with answers to problems and ideas for new OTC cash sales? I am sure all did.

Walt Gorski was very specific when he spoke at the Washington Update sponsored by AAHomecare. He told about the “new marketing pricing” program they proposed as an alternate to the Competitive Bid and how it is being well received in Congress. I am delighted because having participated in many sessions with congressmen over they years and seeing that something new and different was “well received” is encouraging. This is another reason that I say all HME providers must become a member of AAHomecare. They represent our industry!

I was able to find the time to visit the HIRA display. Providers often overlook the role of the manufacturer’s rep. These men and women bring with them tools for marketing. They offer programs for promotions and many new ideas to show you new opportunities. I mention his because they earn their income from your purchases. Their time is limited so please, when they call on you, work with them as promptly as you can.

I would love to hear from you. Share with me your ideas for future Medtrade events. If you have any critiques for this one don’t hesitate to tell me. After all I have the role of “ Medtrade Good Will Ambassador” and they will listen to what I learn from you. Please do not hesitate to call me at 877-553-5127. If I am away please leave your name and phone number. You can also reach me at shelly.prial@att.net. I promise to return your call and promptly respond to your e-mail.

Medtrade Wrap Up - Part I

2011-11-22T06:18:00.000-08:00

Perhaps the most difficult thing to report about Medtrade 2011 was the non-stop activity. The best thing I found was that most of the providers I spoke to felt this was truly a superb meeting. This sentiment was shared with me by many of the exhibitors.

This was my 34th Medtrade and I will very happily report I heard very few complaints. That, in it-self, is the best indication of success.
I looked carefully at the exhibits on the showroom floor. Many of these have always been a part of Medtrade, but this year they were more active. The attending HME providers had open eyes seeking ideas how to continue and expand their operations back home.

The Retail Design Center was like a huge magnet. There were experts at many of the displays who shared ideas with attendees. After all, Medtrade is where to find cash sales opportunities and this area was loaded with answers. Next door was the Medtrade Accessible Home. One provider told me this alone made the trip to Atlanta worthwhile. He said he never has found so many good ideas!
The pre-show seminars and the conference sessions were nearly all filled to capacity. I hope that next year we will see many more providers bringing key salespeople to Medtrade. Yes, I am aware that we had an increase in attendance, mostly principals and decision makers, but when they each bring one or two extras the benefits obtained can be doubled.

It is hard to acknowledge the many accomplishments of AAHomecare. Its Stand Up for Homecare fundraiser is something many of us look forward to attending. Their booth alongside of the state DME association desks was almost in the center of the Expo. It is very reassuring they were there because these are the people who fight so hard for every HME company – not just for their members.

We have all come to expect support from The VGM Group and The MED Group and that they certainly provided. I found a couch to sit and relax on and before I could say anything, a cup of hot coffee was handed me. How about that? They, HIRA, and the other support associations were all busy. This is why Medtrade is the most important meeting for our profession. I next look forward to Medtrade Spring 2012.

Notes from Medtrade

2011-10-26T07:57:00.000-07:00

The opening salvo for Medtrade 2011 was the tremendous attendance at the pre-show seminars. The interest for most DME/HME providers was to see how much they could learn about new opportunities and strategies to help them succeed.

The lines of people waiting to get into the Expo were long and full of HME. I spoke with many of them and I realized that they all recognized that on the Expo floor were many answers they were seeking.

Some of the people I talked to included:
Bill Griffin of Griffin Home Health Care in North Carolina remarked that once again he was very comfortable, attending classes and working with vendors. That is basically what they all said to me.

Jon Kuykendall, second generation of Village Health Services (Ozark, AR), was looking for new rehab products. He found many. Tom Inman (Virginia Home Medical) told me how he works on a Healthcare Advisory Council his representative organized to bring the right message to D.C. He is here at Medtrade, looking for new ideas.

Jim Binson, and his lovely daughter Robbyn, of Binson's Home Health Care Centers in Michigan, were very concerned that most reimbursements were still at a 1968 level.

Mike VanHuss, a rep, was pleased that there were so many providers at the seminars.

Russ White of Georgia-based Walker Home Medical was looking for new and better ways to get his company more share in today's market.

The enthusiasm I saw augers well for our industry. It appears that they were accomplishing what they came for.

What, When, Where and How?

2011-10-12T15:52:00.000-07:00

It seems that most of the questions I have received in the last few weeks all began with one of the above words. I have been involved with health care for the last 60-odd years and understand your concerns. However, there is a big difference in what I hear today from what was asked in the past.

Fear! Fear for the future! I would like to quote President Franklin D. Roosevelt: “The only thing we have to fear is fear itself.” When you look at your assets and then at your market, every HME provider should smile and roll up their sleeves. There is no need for fear, but for opportunity!

I am aware of what our legislators are trying to accomplish with the competitive bidding program. You must band together with your state DME and the national associations. They will lead the battle with your support. If you do not belong to them, please join with them.

You have to become a very aggressive marketer. Look at what the major supermarkets are doing. Big advertisements, all of which say “save money by shopping in my location.” You can also say it!

At Medtrade this year you will be able to find many opportunities. The exhibitors will show products, which can be very successfully marketed in your hometown. By working in tandem with these vendors you can develop new business, attract more clientele and increase both sales and profits. That won’t happen unless you and your staff all get behind these opportunities with a great deal of enthusiasm, hard work and effort. Is it worth all that? You bet it is!

“No great man ever complains of want of opportunity.” Ralph Waldo Emerson said this. It is only a couple of weeks until the doors will open at Medtrade. Come prepared to find those opportunities, which can be best exploited by your company, there, will be so much to see. Come early, and you will go home prepared to make the coming year your best ever.

Who, when, where or how? The answers will be found at Medtrade, October 24-27 in the Georgia World Congress Center in Atlanta.

What You Can Do at Medtrade to Support AAHomecare

2011-10-11T10:05:00.001-07:00

AAHomecare has taken the major problem our industry faces and has structured a very fine new program to replace the current competitive bidding program. AAHomecare has proposed a “MARKET-BASED MODEL” that makes a great deal of sense. This is the replacement plan that must be passed by Congress.

Every HME provider must support them 100%! What they are proposing will accomplish fair reimbursements and maintain competition with access and quality for the recipients. You must stop by their booth at Medtrade and attend their “Stand Up for Homecare” reception to show your support. If you are not currently a member of AAHomecare, please join.

Just a few items we have culled from this proposed legislation. The size of the market areas would be reduced. Clear quality standards and services will be maintained. Provider qualifications will be required! Beneficiaries will have the right to purchase the equipment they want and file a claim for the allowable. There is so much more in their proposal.

Speak with the AAHomecare staff at Medtrade. This is the best opportunity to make it known you are supporting them. You have to recognize how much AAHomecare does for all HME providers, not just for their members. That being the case, please become a member at Medtrade. That is just one of the many things that you can do at Medtrade. October 24-27 at the Georgia World Congress Center in Atlanta.

Medtrade 2011 - It's Going to Be Busy

2011-10-06T10:07:00.000-07:00

There will be so many things going on at Medtrade this year! I want to be sure you do not miss any of it. This is where you can meet with the many associations and people who are leading the fight versus the competitive bidding and the other onerous legislations.

At Medtrade, the American Association for Homecare (AAHomecare) holds its annual major fund-raising event, “Stand Up for Homecare.” Please attend it! The doors will open Tuesday, October 25 (5:30 PM to 7:00 PM), in the Maple Point Room at the Georgia World Congress. A modest check to support their efforts will gain you admission. Here, you will be able to network with all of the industry players while enjoying food and drink. Please add this to your activity list.

MK Battery will host its “Power for Funding” event. Proceeds from the event will go to NRRTS, AAHomecare and NCART. This year, MK Battery will be celebrating the company’s 25th year as a Medtrade exhibitor. This event will also be held Tuesday, at the Omni Hotel, from 5:30 PM until 8:30 PM. So you see, you can do both this and AAHomecare.

Walking on the show room floor will use up a great deal of energy. From 1:00 PM until 5:00 PM, please stop by the Medtrade Mixer, sponsored by Infopia USA for cool refreshment. Expo sponsors will give you a complimentary ticket or you can purchase one for a libation.

Thursday (10/27) has been set aside to be the Medtrade “Consumer Advocacy Day.” Here is where you can learn how to educate all your customers of the role you play as well as that of our industry.

What a show! There are so many activities scheduled for Medtrade this year. I have touched only on a few. The seminars, the manufacturer displays, the Accessible Home and Retail Design Center, Competitive Bidding Central and the New Product Pavilion are some of things there for you. Please come prepared for a good few days of work, education and new ideas to continue the growth and profitability of your company.

The Deficit Reduction Plan and HME

2011-10-05T09:49:00.000-07:00

I received a few phone calls asking me how the Deficit Reduction Plan President Obama recommends would affect our industry. I am not a legal expert, but decided to see how just much I could learn about it. I spent a weekend studying every magazine, newspaper, TV, radio and others to see what I could garner.

It is fascinating that everyone who talks or writes about this DRP has a different interpretation of the proposed legislation. So please draw your own conclusions. The following is only a summary of what I found out. They are the key parts of my thoughts, but there is so much more.

His entire proposal is to reduce the federal deficit by $3 trillion in 10 years. I do not know how much money a trillion dollars makes. My dictionary says it is 1 followed by 12 zeros but in Britain and Germany it is 1 followed by 18 zeros. Look at this in the U.S.: $1,000,000,000,000.00. (Wow!)

The plan as outlined wants to slash $248 billion from Medicare and $72 billion from Medicaid. Then he indicated that of the $248 billion, 90% of that would come from overpayments. (Overpayments?)

The president wants to raise taxes on the rich. I believe $250,000 income annually is the starting point. According to many financial articles there are many loopholes that these “richer” Americans can use to reduce what they report as income.

My comments:

I am sure that President Obama’s figures are correct, but from all the work that I have done on this topic, I feel that at least 40% (or more) of the over-payments come from cheating. Fraud and abuse are the culprits. How many HCPCS codes are raised to receive a higher payment? How many phony and fraudulent companies have been caught? How many are still in business?

There is no mention of raising the age a person become eligible from 65 to at least 67. This should be one of the first changes. I don’t see any negotiation efforts with pharmaceutical manufacturers to lower their prices. The newspapers report how profitable some major pharmaceutical companies are, so why not ask for their “help”. I see no limits placed on the many fraudulent lawsuits that take many dollars out of the system.

It is not fair to place the burden on DME/HME dealers and providers, who are the last step in the program, to bear the brunt of these reductions. How much will the competitive bid save the government? Nothing! It will force too many family and small companies to close. More unemployment, and less taxes collected, just what the country does not need.

All of this will be addressed at Medtrade. There you will find many answers. The Competitive Bid Central has been prepared for this specific purpose. Many of the speakers, AAHomecare, the state associations and other national ones, VGM, MED and the publications will all be at Medtrade. They have information. Please be sure that you, too, are there.

The Nature of Politics

2011-10-04T08:13:00.000-07:00

When I began this blog, I made a decision not to get involved in politics. However, when there has been the necessity to influence any pending legislation that can affect the ability for a provider to stay in business, then I have spoken out and asked for your participation.

At those critical times, I asked that HME providers to please contact their legislators and get their customers involved. This has only been done when something onerous to our industry was being debated in Congress. I have been careful not to identify any political party. It doesn’t matter if you speak to a Republican or a Democrat who has been elected. They must all be aware of what you and your clientele want. The important aspect of this is that they all be spoken to ASAP.

Charles de Gaulle stated my feelings perfectly: “Politics are too serious a matter to be left to the politicians.” We must influence our elected congressmen.

It is vital they recognize what competitive bidding can do to our industry and, even more important, how it will affect their constituents. All of the “politicians” are seeking ways to create more jobs. Every HME provider who will have to close their doors will mean more unemployment and less tax dollars collected. Do they realize this?

At Medtrade, please be sure that you and your staff make many visits to Competitive Bidding Central. This is where you will get the necessary information to pass on to your customers and staff. It is imperative that you involve your clientele. Always keep in mind that without votes politicians do not get into office. It can be your best way to get their ears! Ronald Reagan summed things up for me: “Politics is supposed to be the second oldest profession. I have come to realize it bears a very close resemblance to the first.”
The schedule arranged at Medtrade for you and your staff to get to the Competitive Bidding Central allows plenty of time to attend. You must and the times they will be open in rooms B107 and B108 are:

• Tuesday, October 25, from 1.00 PM to 2:30 PM
• Tuesday, October 25, from 4:00 PM to 5:00 PM
• Wednesday, October 26 from 1:00 PM to 5:00 PM
• Thursday, October 27 from 10:00 AM to 12:00 PM

Tempus fugit, have you registered? Medtrade in Atlanta is from October 24 - 27 at the Georgia World Congress Center. If you have not registered, please do so at once.

Home Sweet Home

2011-10-03T08:34:00.000-07:00

Once again the Medtrade Accessible Home will be displayed at Medtrade for you to visit. The house will showcase a multitude of items all displayed in the correct rooms and will presented by Medtrade, Accessible Home Improvement of America and Nationwide Homes.

When you return home you will be able to tell customers, nurses, physicians and family caregivers about this. For the kitchen, toilet, bathroom, bedroom, garage, yard, there are specific items available for their comfort. The ability to stay at home is what people want!

You know your clientele. You are familiar with their problems and so it will be easy to provide information for them to make remaining at “home sweet home.”

There are a vast number of items now available that family caregivers will want . Again, at Medtrade, you will discover many new items that can provide for their comfort and convenience. There is not always the need for institutionalization. You will also see specialty design items you can tell to family caregivers, which will also lead to new sales.

Touring the Medtrade Accessible Home you will be able to identify many new retail opportunities. This is another reason to make the trip to Atlanta!

If you have not registered to attend please do so now. It is from October 24-27 at the Georgia World Congress Center in Atlanta. Be there!

Get Answers at Medtrade

2011-09-30T07:16:00.000-07:00

Competitive bidding! Providing medical supplies should never be considered the same as ordering airplanes, building battleships or providing weapons to our troops. No two patients are alike. Each must be treated as a single entity. This is particularly true for senior citizens.

A good percentage of any successful medical treatment is a result of the patient, their physician and provider all working as a team. All must be comfortable with one another. When the patient or senior citizen is accustomed to obtaining their supplies from a particular provider is forced to go elsewhere, they become hesitant and are fearful about what they may be getting.

Every HME provider is looking for answers and information on how to maintain their business. What can they do? Where can they find the answers? Competitive bidding must be eliminated. We must all become partners in this effort and find the answers.

A special feature for Medtrade 2011, October 24-27 at the Georgia World Center in Atlanta will be COMPETITIVE BIDDING CENTRAL. This is where providers will be able to speak to many industry-leading experts. Presentations will be made and you will find many peers to with whom to work.

ANSWERS, MORE ANSWERS, and a place to ask your questions and garner answers. Yes, it is at the new COMPETITIVE BIDDING CENTRAL where they will be found.

Rooms B407 & B408 will be open for you and your staff. Please schedule yourself and your employees to get the maximum benefits from this:

• Tuesday, October 25, from 1.00 PM to 2:30 PM
• Tuesday, October 25, from 4:00 PM to 5:00 PM
• Wednesday, October 26 from 1:00 PM o 5:00 PM.
• Thursday, October 27 from 10:00 AM to 12 noon.

Every attendee should find the time to get to some sessions. This is where the answers you seek will be found.

I extend my appreciation on behalf of all DME/HME providers who will be there. Thanks to attorney Jeffrey S. Braid (Brown & Fortunato), the American Association for Homecare, VGM, MED and the many other industry leaders who are participants.

It's Time to Fight - Are You Ready?

2011-09-26T09:10:00.000-07:00

Competitive bidding, Medicare, Social Security and a myriad of other problems that our industry faces must be addressed. Can they all be resolved? Will they all be resolved?

There is a big difference between “can” they or “will” they. Yes, solutions to these difficulties our industry has to contend with can all be resolved! Will they be depends if everyone, whether a provider or a consumer, gets involved. Since your company has survival at stake, it is time for you to take an even more active approach.

You and your clientele must contact all your elected officials in DC and inform them what is happening as a consequence of competitive bidding. Congress must pass new legislation (HR 1040) to stop this. If you work closely with your state DME association they will provide you with messages to send to the congressmen. You can then give copies of letters to your customers to mail. They vote, as you do, and by joining with them your efforts can become very effective.

At this year’s Medtrade in Atlanta, you can discover resources you have available to become a more positive force! No longer can anyone wait for someone else to enter the fray. It is your business, which is at risk, and your responsibility. No one else can do what you can! If you are ready, do it!

AAHomecare will start the battle for you at the Stand Up for Homecare reception Tuesday, October 24 at 5:30 p.m. in the Georgia World Congress Center. This is a major step forward in the industry’s efforts to see to it that there “will be” resolutions to the problems we all face. To be effective, every HME provider has be willing to contribute to this cause.

To learn more about Stand Up for Homecare, please visit www.aahomecare.org.

Dollars and Sense

2011-09-23T07:03:00.000-07:00

Dollars – earning them is the reason why you have your company. “…..wine maketh merry: but money anwsereth all things” –Ecclesiastes 10:19.

The need for coin of the realm goes all the way back to the time when history was first recorded. Wars have been fought and people enslaved for financial gain. I want to tell all of our readers that SENSE: plain old “common sense” has to be your source for new sales and profits.

So many successful promotions have been the result of listening to your customers, your vendors, your staff and the HME professional associations. The idea for a “wash and check your wheelchair” day was started by a clerk in a location in Troy, NY. This led to success. Holding “blood pressure or blood glucose test days” are usually done with the cooperation of key vendors. “Demonstrations for EMT squads, police and fire departments” began because an employee in a DME location was an EMT volunteer and asked an oxygen products supplier to work with his company.

All of these are “common sense” and by reviewing where your company excels and where it needs more support will open ideas for many new promotions. Over the years I have attended a great number of state association meetings. Invariably I heard many ideas for developing new sales. You have to be a member to gather all those ideas and support.

When I go through the Medtrade exhibitions , I consider it the same as going to school. Hundreds of vendors, thousands of providers and many speakers each bring with them common sense ideas.

So “common sense” dictates that you become a member of your state association and you join AAHomecare. They lead the fight to protect your business. If we do not let our Senators and Congressmen know our problems they cannot be resolved. “Common sense” dictates that you not miss participating in Medtrade. Bring as many of your key employees as possible.

Dollars and sense work together and each depends on the other.

Medicare Proposals

2011-09-22T06:58:00.000-07:00

The Healthcare Leadership Council has presented a proposal to help Congress find the dollars they seek to take from Medicare. Members of this Council come from the Mayo Clinic and major pharmaceutical manufacturers like Pfizer and Aetna. Pharmacies, hospitals, health plans and many others who also have a major stake in what happens are members of the Council.

There are many things they are proposing that make a great deal of sense. I know that raising the eligibility age to 67 and perhaps then to 70 is practical. The average American life span is somewhere in the 75 year or higher bracket (I am in my 85th year). So many people work longer than before and are often covered by insurance from their workplace.

One of their proposals is to change the rules. They will allow people to shop for a private plan (perhaps federally subsidized) or enroll for Medicare. I am fully aware that the number of people currently contributing to Medicare has been greatly reduced and the number of dollars available will be greatly reduced. This will force new conditions. What can be done to allow sufficient money be available for Medicare?

First thing is that every effort has to be directed to stop the cheating and abuse of the system. Last week 91 people were caught trying to milk the system of 295 million dollars. How many others were not? The administration has stated they had a rise of 85% fraud prosecutions over last year. They still have a very long way to go to stop much more of this. You have to report to HHS any dishonesty and get your clientele involved. We all have to become “policemen” to stop this growing amount of fraud.

HCPS billing codes must be explained to the recipients so they see how much the government is reimbursing and be sure that billings are only for service provided to them.

There should be standards. These must be based on the actual cost of an item to a provider and with a very reasonable profit margin. DME/HME suppliers must be allowed to make a living and the amount of free services they offer must be considered.

I am very cognizant of the fact that there will be many changes coming, some of which will be difficult to live with. As an industry we must stand together and work as a close-knit team. At Medtrade there will be many discussions on this. Most state associations will be manning a booth and you must support their efforts on your behalf. The national association, AAHomecare, I is sponsoring its Stand Up for Homecare fundraiser again. The group purchasing organizations will be there and they also play an important role. But, the most important thing is that you must be there. So much is at stake!

2011-09-21T06:55:00.000-07:00

I reported “A New Bank” on my September 9 blog. I thought it very important to tell our readers how a major vendor is addressing the financial difficulties facing the country, not just our industry.

Banks are holding so many dollars that they are charging a fee (rent?) for holding all this cash. Instead of renting their vaults would it not be more practical to lend this money to small business entrepreneurs? I know many solvent HME providers who with a new bank loan would be able to create many new jobs! With this extra cash they will continue the great service they give their clientele.

All the politicians are calling for jobs, more employment and getting people to be able to maintain the American way of life. This, too, was reported by me previously. I know there will always be a market for HME and with encouragement they would be the catalyst to start things back to normal.

In my blog, I said that I would ask Drive Medical for a brief explanation of their “New Bank” program. Doug Francis was kind enough to send me some answers and I am forwarding them for all to read.

“Margins in our industry have been under attack for many years. Reduced margins make it challenging for a business owner to measure the correct steps to take for the road ahead. The natural road to take is the one that increases revenue to offset the reduction in profits. For most businesses that means taking on more overhead (delivery techs, vans, space, inventory, etc.) and that can eat up cash. Drive Credit Company has introduced the new Cash Flow Options (CFO) program to help providers that are staying the course and are focused on growing their business. This new program will allow Providers to spread out their payments so that they are able to satisfy all of their obligations on a monthly basis. Drive will be offering many finance options like 7 months same as cash and 12 months with ZERO interest to qualified Providers as well as options that match up to reimbursement schedules for power mobility products.”

This is not to be viewed as an advertisement for Drive Medical. I want all readers, both dealers and vendors, to take notice. We can work the country out of the “recession” by teaming up the vendors, the providers and the customers into a huge block that has the ability to push the economy forward.

A Personal Update and Some Thoughts

2011-09-20T08:52:00.000-07:00

Thelma and I just returned from a brief holiday in Sonoma County, Calif. I did not bring my computer and so I saw no emails for a week. That in itself was refreshing. It allowed me to keep an open mind to think about our industry, our profession and our future.

Home Health Care! No matter what it is called, our industry provides home health care. The products, the equipment, and, even more important, is the service that HME providers give to their clients, customers and family caregivers. This is far in excess of any reimbursements they obtain.

Why are CMS and Congress working so hard to reduce them? I am in complete agreement with them that the cost of this service has skyrocketed. But what I see, when I study it, is that they can correct what has been created very simply. The reimbursements are not as much we should to receive. Are there sufficient profit dollars received to maintain their company? A fair payment for a service or a product has l always been the American way.

I said a fair reimbursement! THIS IS WHERE THE PROBLEM BEGINS. It appears that there are no controls, no simple way of checking because the provider uses a HCPS number. How often is a number with a larger reimbursement utilized? I spoke to many acquaintances asking if they checked the reports each month showing how much and what was paid for. They had no idea, only saw the amount billed and how much was paid.

When CMS sends a Medicare Summary Notice, it indicates date, provider, service, amount billed and what Medicare approved. Then they receive an explanation from their supplemental insurance, which also indicates how much Medicare paid, then what the supplement covered. Basically, it is good system, but the problem is that very few people really look at these or only if they may be billed.

I spoke to about a dozen friends my age and they all said: “ why should I?” As long as they do not have to send any money they were satisfied. This is something every beneficiary should review!

I have written often about fraud and abuse. As far as I can see this is probably adding another layer of perhaps as much as 40% additional to the cost. This, too, must be determined! I am sure you realize that with standards, and a licensure program to eliminate thievery, this will be addressed.

All I am trying to say is it is time to show CMS and congress how little we are paid for the services provided. Without controls far to many ”fictional” companies will continue to submit bills and get paid. When they are caught, is the money recovered, do they go to jail or what happens to them?

There should be more awareness developed so every recipient will know how much was paid on their behalf and was that correct. We must get everyone of our customers and family caregivers involved and a great deal of chicanery can be eliminated so they will not lose this important service.

Fighting the Recession

2011-09-14T14:26:00.000-07:00

One of the comedians on television said this economy is only in a recession. However, he added that it is a depression for any one who lost their job. I do not think that it is a situation to joke about.

I do believe that HME providers are not in dire straits. They have the tools to use to maintain their companies and even to grow during these trying times. As I read through the newspapers, study the magazines, listen to the “experts” on radio and TV, one message comes through bright and clear. Don’t open the door and sit and wait for someone to come in! Give people a reason to want to come in!

Good times or bad times should never enter into the picture. People get sick and will always need your supplies. Your task is to make it very clear that you will work with them and that you will provide what they need. Make it clear that your company will work with their physician, nurse, therapist and family caregiver for them.

Even during the great depression I lived through in the ‘30s and the recessions and depressions that followed in the last 65 years, when someone required what you provide, the dollars were there.

I have said this in talks that I have given, in the column I wrote for HomeCare magazine, and, again, in these blogs. Nothing works better than a big sign your window offering a regularly used item a reduced price. People notice that and will walk in to see what you have. Change these signs every week. This works! Ads in the local papers are excellent.

What I am trying to say is now is when you and your staff must start to aggressively begin new promotions and repeat successful ones. Work with your preferred vendors! There are so many opportunities available to you.

At Medtrade this October at the Georgia World Congress Center, you can speak with all the exhibitors. There are many great opportunities you will find on the showroom floor. The exhibitors, too, want to build new sales and by working together with them you can help make this recession disappear.

Stand Up for Homecare

2011-09-12T07:52:00.000-07:00

My previous blog was a “call to arms.” You are no longer standing alone and so you must become involved. At Medtrade there will be another “call to arms.” The American Association for Homecare (AAHomecare) sponsors this very important evening.

What a fantastic job AAHomecare does for every provider, not just for its members. They do it for all. The semi-annual reception, Stand Up for Homecare campaign takes place once again at Medtrade 2011 on Tuesday, October 25, from 5:30-7:00 PM at the Georgia World Congress Center.

What AAHomecare accomplishes is proving to Congress that homecare is cost effective. I cannot say it better than it does: “… the Stand Up for Homecare campaign has presented positive, accurate information about HME to media throughout the U.S. and to congressional offices..” They do this via advertising, Washington advocacy, opinion research and other activities.

Every time I have participated in an AAHomecare Fly-in to lobby Congress in DC, they have made the appointments to see the legislators, they provided the literature and the material I needed to make my efforts work.

For so many years AAHomecare has led the fight for every provider and I can never find the words to express my feelings. You must become a member if you are not currently enrolled. The more providers who come on board, the more effective they will be.

When things are as unsettled as they are today, please give AAHomecare your support. I will be at the reception and you should also register to attend.

Medtrade attendees will also able to visit with them on the showroom floor at the Medtrade Expo. Many peers and exhibitors will join you.

At Medtrade you will find seminars and lectures on many topics that can be of service. You will meet the state associations and their delegations and most important you will join with all of us to fight the unbeatable foe!

Medtrade 2011 will take place at the Georgia World Congress Center in Atlanta on October 24 – 27. To register, visit www.medtrade.com.

A Call to Arms

2011-09-09T07:51:00.000-07:00

Do this today – not tomorrow! This is a call to arms! It means that every HME provider must join the battle with Congress to change some of the legislations that are wrong and hurt many Medicare beneficiaries. These legislations will put far too many independent providers out of business. It will create more unemployment, loss of taxes and everything else that can happen until this recession is aborted.

We need to find more than 100 other sponsors for HR1041. Part two of the “competitive bid legislation” is about to be dropped on the industry. This must be stopped and the best way is via HR 1041. Please contact your state association for the name and e-mail addresses of your legislators. Get telephone numbers and contact the HLAs (health legislative assistants) and speak with them. Your state association and the staff at AAHomecare will provide you with the questions and requests to ask. Obtain the material they prepare and then bombard the congressmen. Vox populi!

Time to do this is rapidly disappearing. Tempus fugit! The sooner every provider, staff, patients and family caregivers become organized and involved good things will happen.

We are not lobbyists who can buy them. But the strength we have is if they are co-operative, we will support them for re-election. If they are not in Congress the benefits they have will disappear. If they do not offer to support our industry and their electorate, then you will work with their competitor. Today, votes are more important than dollars.

What is at stake is the future of the health care industry. Your community needs you! It needs the many services you perform pro bono.

Respond to this CALL TO ARMS now! If you do not, there may not be a tomorrow.

A New "Bank"

2011-09-08T07:46:00.000-07:00

HME providers struggle to stay afloat while patiently awaiting reimbursements for their services. The need for a source of funds becomes very important. It appears the banks have been very negative when a small company such as a HME, no matter how well operated, seeks short-term funding.

Today providers need dollars to cover the time it takes to do the paper work while awaiting their reimbursements. Medicare and Medicaid is not the same as an OTC cash sale. When an OTC sale is made, money changes hands and the deal is completed. No time delay, no problem and no one trying to see if they can find a flaw to make the delay even longer.

The banks have so much money stored away they now are charging a fee to hold those dollars. This money is sitting in vaults which could be used to help small businesses. Judiciously loaned to HME providers, they would be able to effectively halt the downturn the country is experiencing. I received an announcement that one of the major companies in our profession has taken giant step forward to address this problem.

I saw in Mobility Management (8/31) an article by Laurie Watanabe that reported: Drive Medical has launched Drive Credit Company, which the manufacturer describes as its “new financing division designed to provide cash flow option to providers through its new C.F.O. (Cash Flow Operations) programs.”

I have contacted Drive Credit and as soon as I receive all the pertinent information a full report will follow. This, to me, appears as a formidable approach to some of the financial problems facing providers.

At Medtrade this fall I hope to interview some of the recipients of these loans, if it is at all possible. I look forward to seeing you in Atlanta at the Georgia World Congress Center. This year, the show is coming at a very critical time and so be sure you are there.

Competitive Bidding and Your Future

2011-09-07T07:40:00.000-07:00

The initial reaction felt by HME providers when the first round of the so-called competitive bid program was simply “what can we do?” Our industry tried as hard as possible to demonstrate that this would not be feasible, but it still went into effect.

Were the results worth all the efforts Congress put into developing this legislation? No way! From what I have been told the total expenses paid to HME providers were basically the same. However do the beneficiaries feel they benefited? No! Not at all!

What happened is the dollars that kept many small businesses solvent and helped them maintain their employees disappeared. More unemployment, less taxes collected and several companies folded is what happened. These are some of the problems driving the country into a recession. Our small sighted politicians never looked at the big picture. They didn’t listen to their electorate!

There were many complaints by families who lost the source they depended on because they had to travel further from home. It is very disconcerting for a senior citizen or homebound patient to be forced to go elsewhere. They lose the one with whom they have good experiences. A major segment of a patient’s recovery is the level of comfort they have with their provider.

Round two is coming. As hard as we have fought against this, it is now a reality. However, we are all professionals and must continue to work on behalf of our customers and their family caregivers.

Our industry has a major task facing them to show Congress and CMS that round two will be another disaster. Just how much should a provider be paid for a walker? All walkers are not of the same quality. We know there is a large difference between some domestic manufactured and foreign knockoffs. The same applies to wheelchairs and almost everything else for which there are codes but no standards. What has happened is that too many providers are providing the lesser quality products they can obtain because there is no additional remuneration for a better unit. There has to be standards!

Your state associations and AAHomecare are doing as much as possible for every provider. But not every provider belongs to these associations. If all would join together we would see a great deal more accomplished. Need I say more?

If you are not a member of your state association, a national association or a buying group you will meet them all at Medtrade in. Take advantage of this opportunity. Meet with them, talk about your local problems and then join. If not, I have to ask: Will you still be in business for Medtrade 2012?

Generating Referrals

2011-09-06T07:13:00.000-07:00

When HME providers think of referral sources, it typically a physician, nurse or other practitioner recognizes the quality of your services and “suggest” their patients go to you for their supplies.

Yet, it is important to remember that a satisfied customer is another excellent referral source! This is particularly true with senior citizens and family caregivers. If they have had a positive experience, they will speak with peers and describe how wonderfully you treated them. That becomes the best referral possible. One of the best things your company can do is maintain positive relationships with your current clients and family caregivers.

Communication is very inexpensive. When they see how much you care, they tell that to the family physician, the nurse or the therapist. Their words then become referrals.

It doesn’t take much. You can send a follow-up note after delivery that says “thank you.” Simply asking how the patient or his or her caregiver is feeling sends a strong message. And, always asking if there anything else they may need reminds them that you care.

You can also follow up with a professional referral source to emphasize the services you provide. When any special equipment is ordered, send a note to the physician or referral source telling them it has been installed and you are available for any service or questions they have. Simple thank you messages go a long way and can be sent by e-mail or with a 44-cent stamp.

Just how much is a referral worth to your company?

Assets

2011-09-02T10:19:00.000-07:00

How much does it cost to” bring in a new customer?” The other side of the coin is “how much does it cost when you lose a good customer?”

Losing a customer because of poor service or if something inappropriate occurs can be very serious. This customer is an asset that becomes extremely difficult to replace.

Train your staff to always be courteous and polite. I am aware that often a customer may come in irate or upset. By agreeing with them and not arguing, you will find that a soft word will suffice. When the problem is that of the manufacturer, not in house, be sure they understand you will be their representative to resolve their difficulty.

Communication is so effective. Anything from a simple thank you letter to an in-house promotion is an asset. Some HME providers send out a special sale price via e–mail or a sign in their showroom window works for them. Simple, inexpensive OTC items, such as a bedpan for a low price, become an asset when performed regularly. You want to keep your name in front of your clients!

When you hold a “check your BP day”, or offer a “blood glucose” morning, or maybe a “help keep your weight down” program, be sure it is publicized. The community has to know that your location does a lot more than just sell merchandise. Service becomes a big asset.

Think about building new customers and spend even more time to maintain all your clientele. This year at Medtrade in Atlanta, you will find many ideas and opportunities. Be sure you attend!

HME Heroes

2011-08-29T12:22:00.000-07:00

I have been sitting in front of my TV for a whole day watching what Hurricane Irene has done and am fascinated and saddened by what Mother Nature can do. The damage created by wind and rain is far beyond my ability to comprehend.

We can build space ships that fly men to the moon and build a space station circling the world manned by astronauts, but we cannot control nature.

Hurricanes, earthquakes, blizzards, fires and floods are happenings that occur beyond our control and we must cope with them. These are not of our doing and there is very little we can do about them. However, when this happens all of us gather together and work with one another to salvage what remains and repair much of what was lost.

I offer a special tribute to the HME providers who see to it that their patients are always protected during these critical days. How many cylinders of oxygen are delivered during a blizzard or a flood? Somehow, the need of the patient has always been supreme.

My congratulations to all of these unsung heroes! I hope that our congressmen and legislators are aware of their efforts. There are no rewards asked and providers accept this as simply their responsibility. I hope the policymakers will think of this when they try to reduce reimbursements!

New Opportunities

2011-08-29T08:50:00.000-07:00

Often, it makes sense to take a look back to some of the successful programs you or your colleagues have offered in the past. A review may show you that many problems do not change and they present an opportunity to address them again.

In the past, I have written about obesity in the United States. In MedPage Today published on August 5, senior editor John Gever published a few interesting comments. He indicated that if the current “obesity epidemic” continues by year 2030 half the adult population would be obese.

I know of an entrepreneur, who has both a pharmacy and DME, who put together a group of nurses, physicians, dieticians and several of his preferred vendors. He planned a “Lose a Few Pounds” day in his showroom and asked them to participate. It was arranged so that everyone who entered was given a card to record what he or she discovered. Each entrant was weighed and the weight recorded. There was a nurse taking BP and another doing blood glucose testing. Those who attended were thrilled see have a chance to have these vitals tested.

This opened the door to many new sales, including bathroom scales and BP monitors. Everyone had a chance to speak to the manufacturer reps, receive samples and literature, and an occasional discount certificate. All the appropriate products were displayed with large price signs.

The provider sent press releases to the local newspapers, radio and TV stations. An announcement was mailed to every physician, local school and church. It was a lot of work but the end results were such that it was repeated annually. All I am suggesting is that you think outside the box. What did you do previously? What do you see being done in other industries? And most important: What can you do now?

You can find the “partners” you need by attending Medtrade. Be sure when you make the rounds on the showroom floor you seek new OPPORTUNITIES. They are there!

Bits and Pieces

2011-08-26T09:28:00.000-07:00

There is so much going on that I would like to share. Here is a potpourri of it to review:

I received a very nice report from Mike Hamilton. The ADMEA convention held at the beach was well attended. The attendees heard from experts like Miriam Lieber, Eric Kline, Alexandra Bennewith, Ty Bellow, Wayne Grau, Peggy Walker, Kelly Riley and Jodie Stogner. Wow !!!

This is why I have asked each member of every state association to solicit another. It is fantastic to have the opportunity to hear speakers of that caliber who bring with them so much good advice. Please recognize how important it is to support your associations.

Is your company up-to-date for your revalidation requirements? If you had revalidated prior to 3/5/2011 you only have 60 days. Tempus fugit.

Good reading: Professor M.K. Sparrow (Harvard Kennedy School) researched and published “License to Steal: How Fraud Bleeds America’s Health Care System.” I wonder how many of our elected Senators and Representatives have taken the time to read this? Next time you communicate with any of your legislators please recommend that as “good reading.”

Another reminder! At Medtrade in Atlanta you will find all the opportunities and ideas to continue to expand and increase profits. The exhibitors are all preparing for you.

This year it is more important than ever to get there early. Bring as many staff as you can to attend the multitude of lectures. A provider told me he always comes with several members of his team. Their task is to take notes and then make a presentation to the company. The enthusiasm they return with and how they convert the talk they heard has more than paid off.

Your State Association and What It Does for You

2011-08-24T09:05:00.000-07:00

As an HME provider, have you ever recognized the role of your state association? They work amazingly hard to provide support for you and your business.

This past week, I have had the good fortune of speaking to half dozen executive directors and I am amazed at what I heard. If you only receive a summary of the state and national legislations, both pending and in place, they have earned their money. But you get so much more! They speak to the legislators on your behalf. They know the health legislative assistants in all the offices. Via e-mail and telephone they send your messages to them. There is no way of calculating everything they do for the very small fee you pay for their services.

I have received copies of some of the messages that members receive from their state associations. Receiving updated and current information is another service which cannot be obtained anywhere else. How much is this worth to you?

Politicians thrive on votes from their electorate. They must have them or they cannot be elected or remain in office. The ability that you and your employees have to influence your customers, patients and family caregivers is immense. Your state association provides you with the tools and support necessary to do this.

I have attended many state DME association meetings. The speakers are always informative. This is a central place to meet some of the salespeople who service you. It is also the arena to meet with your peers. What an opportunity to locate friends, share good ideas and all work together for the common good!

At Medtrade this year, there will be a State Association Pavilion. Stop by to see them and tell them how much you appreciate what they do for you. Bring any peers who do not belong and see to it that they sign on at Medtrade.

What You Can Do... Now

2011-08-22T08:54:00.000-07:00

A lot of HME providers are wondering what they can do to survive. It is important to remember that this downturn in the economy will soon disappear. If you will look back over the last 50 years, you will see that these have come and gone cyclically and that most of the providers have survived. Those who did not panicked.

Via these blogs I have been saying not to be afraid and maintain a good attitude. Today, HME providers have many good assets and strengths they can use and will ride out this current recession. Although the stock market is on a downward path it, will swing back to normal.

So rather than bring out the sackcloth and ashes, it is time to become more aggressive. There are many golden opportunities for OTC cash sales. Senior citizens today are more affluent than ever before. They have the discretionary funds to purchase comfort items. Family caregivers are doing everything they can to maintain their fathers and mothers at home.

There are a number of paths you can follow.

First, work with your preferred vendors! They understand the dilemma and will provide you with many tools since it is “win-win” for both of you.

Also, there will be many opportunities to discover new means of success at Medtrade 2011. I have spoken with many exhibitors and they have promised there will be more opportunities there for you. See how many of your key personnel can be spared to attend and register now.

This year it is important to attend. That is “what you can do.”

Sharing Information, Working Together

2011-08-19T08:21:00.000-07:00

One of the benefits I receive from some readers are the articles of interest they send me to read. HME providers are not alone as we all wonder if cutting funds for Medicare will help solve our problems. There is no doubt that with the rate dollars are being siphoned out of the system they will soon be gone!

An associate sent me a copy of a guest column that appeared in the Taunton Daily Gazette. The author, Diane DiGiorgi, opened her column with a very simple statement: “Most seniors would prefer to live at home rather than in a nursing facility.” She did an excellent job in explaining some of the benefits and some of the problems with the Medicare system, including personal care, housekeeping, meals, necessary medical equipment and so forth.

Last month I received a copy of an article in MedPage Today by Emily Walker. She pointed out there had to be improvements for better home care, stating that “not everyone is suited to provide home care.” I am aware that a family caregiver when trained by a professional can accomplish a great deal!

As an active participant in providing supplies, prescriptions and service to home care beneficiaries for many years, there is a simple answer to these problems! We must stop the dishonest elements in the system. This is a major dilemma.

Today senior citizens and patients wish to remain at home. There are the family caregivers. The system does not realize the role of the family caregiver. They do not want Mom or Dad to be institutionalized. When the patient is at home, the family remains close and good care is provided. How valuable is this? Remember, family caregivers are not reimbursed!
Home tele-health is an option for some. Using this, the patient can report vital signs as often as necessary to their physician or nursing service. With this the cost of a patient remaining at home compared a nursing home or other facility is tremendous.

When you read any articles of interest, please forward them to me and I can share them with all (shelly.prial@att.net). This year at Medtrade in Atlanta (10/24-10/27), many answers to this challenge and many others will be addressed. So, please plan now to be there. It is an opportunity you cannot miss.

Creating a Successful Retail Operation (Part IV)

2011-08-17T07:07:00.000-07:00

There are many sources a HME provider can tap into for new ideas to build and expand cash sales. There are no reasons why everyone cannot follow the leaders and become more aggressive: same as a supermarket, WalMart or Target store. What they do is feature their promotion items and pair them with related products. You receive a several page advertisement from all of these at least once a week with your newspaper delivery. Study what they do carefully because you, too, can do the same.

Like everyone else, I carefully review the specials and then look at all the other products. When I speak with other seniors, they all seem to do the same. Unfortunately, this is a far too an expensive program for the average HME provider, but there are many other approaches to build additional OTC cash sales.

In Part 1 of this series I spoke about becoming more active in your community, such as participation in the Chamber of Commerce and civic associations such as Rotary or Kiwanis. This is a is good way to keep your name recognized. Working with a church or a school PTA or offering to give lectures on care in the home, care for an invalid or an infant is another step to develop new OTC cash sales. A provider I know said he gives classes at local schools and churches. He gains several new customers each time he does it.

In Part 2 it was suggested you take advantage of your preferred vendors. They, same as you, want to increase sales and are willing to give much help. They can show you many OTC cash sale products! Whatever it takes to bring people into your showroom must be done. It is so satisfying when you hold an Open House in your showroom together with one of your preferred vendors and your customers all say thank you.

In Part 3 we touched on continuing education. This is one of the major benefits HME providers earn when attending Medtrade. The conference sessions and speakers make Medtrade as important as attending a university - the difference being that you and the members of your staff can attend them and then bring home the handouts. This will allow you to put the great ideas you heard to work.

In this Part 4, I want you to understand why it is so important to belong to your state DME association. The answer is: If you do not, you may find yourself closing the door to your company! That is a fact of life! The state associations lead the fight to allow you to maintain and keep what you have worked so hard to develop, your own company.

Without the funds you pay for dues, as well as the support you can give to their efforts on your behalf, all their work will be for naught. Your staff will lose their jobs, your family will lose the income, and your patients and family caregivers will lose your services and care. That is what is at stake!

Pick up the phone if you are not already a member and get on board.

Special Note: If your company is currently a member of your state association please solicit all your peers to also become members. If each just brings in one new member it will improve the strength of the association to represent you as onerous legislations are passed and reimbursements from Medicaid change. Do this now! There is too much at stake to sit by and wait. Double the size of your association and stay solvent.

A Good Attitude

2011-08-17T07:03:00.000-07:00

When I speak with HME providers or vendors, it is often about what can done to flourish during these trying times. To my very pleasant surprise it looks like everyone anticipates things turning around rather quickly. So do I!

Doom and gloom are slowly drifting away and being replaced by enthusiasm. This is what we need. Good attitude and the willingness to put extra effort daily.

Several state associations have already held their annual meetings. A few more are pending and one thing I hear seems to be true. The providers who participate are the ones whose companies will always grow, who will continue to be successful and who always work hard for the profession. They are the providers who have a good attitude.

My concern is for the others. These are the providers who feel that paying membership dues to belong to their state association or to AAHomecare is not a necessity. They feel like it is an unneeded expense. How wrong they are. Their accountants will prove to them that this cost is part of a normal business operation expense.

As a “Good Will Ambassador” for Medtrade, I want to meet each state director and see what we can do to be of help. If you will be holding a meeting during Medtrade perhaps I can to stop by and say hello to your members.

When I began these blogs I asked that they be distributed to the members of each state DME association. My request to all current members was simply please invite the dealers and providers you know to join the association to work together for every dealer to succeed. I hope there was some success!

I look forward to Medtrade in October. I look forward with a great deal of excitement to see many friends, make new ones and share in the excitement. I want to see exhibitors and providers teaming together to find new opportunities.

I would like to see you and all association members be there with a good attitude. Amen!

The Medtrade Expo, Cash Sales and Solutions

2011-08-17T06:35:00.000-07:00

Attention! This is a very special message I am sending to each of the Medtrade exhibitors.

HME providers are going to flock to Atlanta this year to attend Medtrade, all with one major goal: to seek new strategies for success. One thing they are looking for are new OTC cash sale products!

Providers who are proactive know they should start becoming more aggressive and realize now is the time to restructure their marketing program. Entrepreneurs are actively seeking new products, better prices and combined advertising programs with the full cooperation of their vendors.

The Medtrade Expo at the Georgia World Congress Center on October 25-27 is where this will happen. Every exhibitor should come prepared to work closely together with the attendees. This can be a “win-win” situation.

Yes, our industry can be a part of the United States’ return to normal. Together, providers and manufacturers can build sales and create additional jobs. When providers and manufacturers begin a very strong joint promotion for OTC cash sale items good things will happen. Word of mouth from one senior citizen to another and to family caregivers and friends is a very effective tool.

Our country needs someone to start the ball rolling in the correct direction. By working together, we can make a difference and it will start at Medtrade. Be there!

Remembering David T. Williams

2011-08-16T08:01:00.000-07:00

Last month our industry lost a giant. A gentleman who did so much for every HME provider passed away. Alfred, Lord Tennyson once described death as: “God’s finger touched him, and he slept.” David T. Williams, only 62 years old, died at the Cleveland Clinic in Ohio July 6, another victim of Multiple Sclerosis.

I count as one of my blessings that I knew David at least 35 years. It is so difficult to report so many things in which he left his mark. I know that many of you will also remember David and his contributions. For more than a dozen years David was the director of government relations for Invacare.

Some years back, David described his experiences in a most encouraging biography he titled: “Battling the Beast Within – Success in Living with Adversity.” This should be read by anyone fighting a debilitating disease. In his words, they will discover that one does not ever have to give up. There are many reasons to fight and still maintain a level head.

David worked for every HME dealer. He worked for every one of your patients and their family caregivers as well. David competed in wheelchair games and races of many types. He coached a team for the National Junior Games and they established a record as seven-year winners.

I had the privilege of traveling with David at AAHomecare fly-ins. He was more than a lobbyist. Senators and representatives heard and understood what he asked. They listened to him and promised to react positively.

I doubt that we will ever see another giant like David T. Williams. He will always be remembered. What he brought to and did for DME/HME will always be felt. Thank you David.

Turn Fear into Success

2011-08-16T08:00:00.000-07:00

This month has been tough in terms of financial stability. On August 4, the stock market crashed more than 500 points - 4.31%! Everybody stopped shopping and stopped spending money. On October 19, 1987 the stock market fell by 508 points, which then was 22.6%. Far too many people pushed the panic button at that time and that led to a serious recession. Don’t let fear be your guide.

If you look back you will see this is only a warning to change how you run your company. President F.D. Roosevelt, addressing the depression then summed things up very nicely: “The only thing we have to fear is fear itself.”

I always remember what a pharmacist and DME entrepreneur in Vermont did at that time. He ran a major sale. There were very large signs in the windows of both his pharmacy and DME showroom. They said “BE PREPARED.”

He offered bedpans and urinals at a special low price for one week. I no longer remember the prices, but they are insignificant. What is important was how many new sales were developed and how many new customers came in. I recall seeing an island in each location with both bedpans and urinals stacked up high. When the sales period ended he had sold many cases of each. Nearly everyone who walked in purchased both. This was his answer to that precipitous market decline.

You are a professional and an entrepreneur. Your DME/HME company has an excellent reputation! You have a family to feed, your employees also do, but most important is you have a large number of customers and patients who need you.

Look again to your assets. You are the proprietor of a successful company that has concerned employees and loyal customers. They can guide your company and help prevent a recession. Show the way in your community and all the other entrepreneurs will follow suit.

Do not allow fear to influence what you do! I remember how Adlai Stevenson addressed fear: “I feel like a small boy who stubbed his toe; he was too old to cry, and it hurt too much to laugh.”

Our country has always worked itself out of any problem and will do so again. Start the ball rolling! Be a leader, not a follower. Have no fear!

Medtrade Magic

2011-08-16T07:56:00.000-07:00

This year the Medtrade Expo will be like the preverbal Christmas tree for most HME providers. There will not be any lumps of coal in your stocking! Not at all! You will travel through row after row of vendors waiting for you on the showroom floor. They all have the “goodies” providers seek!

Imagine that it is Christmas morning when children get out of bed early and dash to the Christmas tree to see what they will discover. They will look at the fireplace where they hung their stockings. Joy and anticipation rules as they open the gifts. Their hearts beat a little faster, their smiles become a little brighter and it is so good!

When you attend Medtrade, what will you discover, what will you find?

The vendors and exhibitors bring with them many gifts for you in the form of new ideas and products and opportunities to build more cash sales. An OTC cash sale will be the greeting of the day.

Together, with the exhibitors, you will find new and exciting programs. You will be guided to marketing with a great deal of enthusiasm. Recognize that every vendor and exhibitor has the exact same goal you have, to earn more market share and to increase sales and profits. Medtrade will be a “win-win” program more than ever for the vendors and the providers.

Make your trip to Atlanta be like a beautiful Christmas morning! Bring with you as many members of your staff possible to share in this very special Medtrade. The bonus you will get will be a surge in new sales and profits. Bring home these new programs! Make 2011 the best ever with the tools that the vendors at Medtrade Fall will put into your hands. The expo is October 25-27 at the Georgia World Congress Center in Atlanta, Georgia. Be there!

Get a Fresh Start at Medtrade

2011-08-16T07:51:00.000-07:00

Yesterday is history! It is already tomorrow. Yes, tempus fugit. So what I am suggesting is to do the following now, there is no longer any time to wait: You must make a “fresh start.” Before you begin, please think about all of the successful projects you did while also considering those which were not as effective as you hoped they would be.

The biggest hurdle to overcome is threatened by CMS and Congress. Understand that they require sufficient capital to fulfill all the demands they face. Team up with your allies to fight this, the state DME/HME and national associations! With your support they will help bring about changes.

Next, carefully review the programs which worked, and those that did not. Expand the successful ones and repeat them as often as practical. As for the others which did not provide the needed return, study what you did and make the changes needed to make them work.

Your staff’s role is to keep the company profitable and growing. Their help is invaluable when making these key decisions. I have spoken to dealers in many parts of the United States and invariably am told how much information is sitting with your teams.

Now, it is time to plan to participate in the most important show ever, the Medtrade Expo. Despite these trying times there will be more than 600 companies to visit. These exhibitors are coming armed with new ideas, new programs and new products.

Yes, there are additional benefits. You will find available more than 120 conferences, lectures and workshops covering many topics. They will describe many new opportunities to help you continue on the road to success. You will be able to speak with the state associations, the national associations, visit the buying groups and make plans for the future.

Register now for a fresh start at Medtrade 2011, which takes place October 24-27, Georgia World Congress Center in Atlanta. THE ROI WILL BE WORTH IT!

The Alphabet Soup of Audits

2011-07-25T14:55:00.000-07:00

What is an audit? Webster says: an audit is “a formal, often periodic examination and checking of accounts or financial records to verify their correctness.” When I owned my retail pharmacies, we were inspected once or twice annually and always received commendations for our operations. CMS and OIG have the responsibility of being sure that money is not being siphoned out of Medicare.

They have put into place some new requirements: ZPIC, RAC, CERT, MAC, PSC are all new audits. It appears that HME providers have a great deal of alphabet soup to digest. There should not be any problem for most providers other than the time required to answer these audits. My problem is if the OIG or CMS be able to discover who the providers are, or should I say felons, that are stealing from the system?

AAHomecare is leading the fight to be sure these audits are “FAIR.” From what I have read it appears that they go to every dealer with the attitude something being done incorrectly (note, I did not say dishonestly).

Add to the alphabet soup “ORG.” When I speak to providers and ask why they do not belong to AAHomecare or their state DME association I get a very weak answer. “We do not want to spend any additional hard earned dollars.” My answer is the few bucks they think they may be saving can cause them to lose their company. Now “ORG”- if you do not join AAHomecare “ORG” and your state “ORG”, you are making a very major mistake.

At the Medtrade in Las Vegas I spoke to about a dozen state association executives and to many of the AAHomecare team. I know what they accomplish! They work so hard to protect their members and our industry. When you give them your support the ROI you will receive is that your business will continue to flourish. The “ORGs” can do so much more with your support. Get on board now! They will support you, they will tone down the audits, they will find a solution to the competitive bid difficulties, and most important is that “ORG” will keep you solvent.

Creating a Successful Retail Operation (Part III)

2011-07-25T14:47:00.000-07:00

One of the largest markets in the United States is that for home medical equipment. The problem is that I do not see enough small independents earning their share of this market.

There is no easy road to success, but the road is there. It takes planning, as I tried to outline in the two previous messages. As recommended, work with all of your employees. I have always discovered that they usually know more about their little sphere than the principal does. When you listen to them and encourage their activities, the results will be worth all the effort.

One of the best tools available to you is attending the informative state association meetings. There you will hear interesting speakers and meet many of the reps who call on you. But even more important is that with the support they give you, and all the providers in your state, they will protect your companys! Whether you have difficulties with Medicaid, reimbursements or local politics, the state associations work for their member. They can make contacts, speak on your behalf and they accomplish a great deal.

Another big opportunity can be found is Medtrade. This is always the Mecca for DME/HME dealers and providers. You will meet all of the manufacturers at their displays and learn what they can do to help you. Listen to key speakers and return home with many new ideas. Speak with your peers, work with state directors and members. It is all there for you!

Medtrade 2011 will feature a new Retail Education Center that will highlight the opportunities this area offers. The idea is to offer you ideas through the conference and the Expo to ensure you have access to the right ideas and the right partners.

Visit medtrade.com today to learn more about the retail-focused events and opportunities.

Creating a Successful Retail Operation (Part II)

2011-07-06T12:33:00.000-07:00

When approaching the concept of retail sales for the HME industry, think of yourself as a customer walking into your showroom. Think of what you like to see when you are shopping. Customers enjoy seeing a well-arranged, well-lit showroom. They will buy products they need or might require in the future. They want to look at the retail prices on every item on display. I know that most people do not ask “how much?” When an item is not properly price marked, they invariably will walk away.

Retail cash sales make a big difference at the end of each day. Your daily deposit at the bank will show how big an impact those cash sales have made.

To help develop new retail cash sales, I suggest that you work with the reps from your preferred vendors. They can advise you about the products they have and the success other providers have experienced. In a previous blog I showed you how important they are for your company.

Remember what your market is before you make any commitment. This is best accomplished by reviewing the demographics of your community once again. Then when you, your sales team and the sales rep work together, you can choose those items that will move well. Think about this and recognize what a new retail sales opportunity will bring you into new niche markets.

By the same token, developing your strengths and working to build new volume from existing bases of business, respiratory therapy services and rehab, in particular, are very rewarding. HME providers who have really solicited their market again for these niches have been very successful.

Can a you do both, build cash sales and develop existing sales? Yes, but that depends on the strength of your staff and the ability of the principal to be a juggler and monitor several activities at the same time. Work to build your retail cash sales opportunities and develop your niche markets! Use your strength as a specialty distributor (rehab and respiratory being the major two) and expand retail cash sales. Can you do this? I think so.

Get started now, do not wait, build retail cash sales. Work with your employees, your accountant and manufacturer sales reps. Do not allow the onerous legislations affect your business. Replace what you may lose.

Creating a Successful Retail Operation (Part I)

2011-06-27T06:44:00.000-07:00

As the impact of national competitive bidding becomes more evident and more Medicare patients are forced to receive products and services from those who “won” the bid, there will be many new problems. Some providers may be forced out of business and others will find their sales decreasing and must face that reality! Something must be done to replace that volume. Our industry has lived through many changes to the Medicare program, but few have had the potential to affect a company as drastically as what we face today.

Knowing your company has a good reputation in the community, I want to make a suggestion. I have always been a believer in developing more retail cash sales. If this is something you are already doing, consider investing in it further.

To see how this can work effectively, take a look at how companies such as Target and Wal-Mart function. They are pure retail operations. Visit the grocery chains and look carefully at how they display products. Take the time to walk through the retailers on Main Street or in the local shopping malls. I know that many of you have nice showrooms, but how does your company stack up against what solely retail companies offer?

Now, I want to see if I can help you make that even better! My view is that every provider should work to develop more cash sale opportunities and, while doing that, build sturdy niche markets. Remember, a cash sale is when the customer obtains the product they need and money changes hands. No paper work, no CMNs, no prescriptions. You must develop more retail cash sales

Many senior citizens today have discretionary dollars in their pockets and they do not hesitate to spend them for comfort items. Family caregivers, not wishing to institutionalize family members, seek places where they can obtain the products to make their relatives more comfortable, and possibly reduce the amount of time they need to spend with them.

Take the time to study which disciplines in your company produce the highest profits. Sit down with all of your staff and listen to what they have to tell you. These are starting points. Part 2 of series will address how to most effectively do this.

Special Note: If your company is currently a member of your state association, please solicit all your peers to also become members. If each just brings in one new member, it will improve the strength of the association to represent you as onerous legislations are passed and reimbursements from Medicaid change. Do this now! There is too much at stake to sit by and wait. Double the size of your association and stay solvent.

Take Action!

2011-06-24T07:19:00.000-07:00

AAHomecare and the state associations have been leading the efforts for all HME providers to bring HR1041 to the floor of Congress and have it passed. This is the most important hurdle our industry has to overcome! The “competitive bidding” legislation is a travesty and was passed by a frightened Congress to show voters they are working to help them (?) and reduce expenses. But just the opposite has happened!

In the first markets chosen, many patients and senior citizens lost their source of products and services. Instead of proving to be effective this legislation has shown to be a disaster. Patients have been driven away from their providers where they had confidence and been serviced for years. Family caregivers no longer had the friendly provider who took good care of their family member. Many patients and families have found they have to travel large distances to obtain their supplies and service. They often have to go to more than one location. This created chaos and concern. Certainly, the beneficiaries do not appreciate that.

I receive messages from various state associations and copies of their e-mails every time they get a representative to sign in support of HR 1041. They work so hard for you. The goal is to get 230 congressmen to commit. You see, there is work is cut out for you. The task is to get more than 50% of the House of Representatives to agree to support the bill. They are getting close and with your efforts our industry will succeed.

Every HME provider has to rally behind the associations. They must get all their employees, customers, family caregivers, physicians, pharmacists and therapists involved as well. Now is the time to work closely to protect not only their future but also the well being of your customers.

Take ACTION now, to secure the future.

Manufacturers' Reps: A Solid Resource for Growing Your Company

2011-06-22T09:03:00.000-07:00

Perhaps the most unappreciated member of the HME team of players is the “manufacturer rep” who calls on providers. Their important task is two-fold: assist their customers with marketing ideas and feature the lines they represent.

It is to everyone’s advantage to move merchandise. The sound of a ringing cash register is music to any business owner’s ears! (Play along with that metaphor even though today’s cash registers are mostly all computers.)

I have spoken with several manufacturers’ reps and from what they tell me, I recognize how important they are to you. Please listen to what they offer and study how what they feature will fit into your operation. They will work very closely with you to help your company obtain additional market share.

Hold a sales meeting with all your employees and allow the rep to speak and demonstrate his or her products. They can also make joint calls with your outside sales team if you request it. If you do, please make sure you only are presenting products they represent. Introduce the rep and allow them to make the sales pitch.

Utilize the marketing materials they offer to bring attention to their products and your location. If you have the ability, hold a Saturday morning “Open House.” Advertise that and the rep will sacrifice their morning to work with you.

Appreciate the role of the manufacturers’ rep. Please respect them and make them welcome when they call!

Your State Association is at Work - For YOU!

2011-06-20T10:37:00.001-07:00

There is so much activity emanating from the various state associations. I find it fascinating when I see the many roles they fill. All the problems their members may contend with are addressed: Medicaid, support from their state senators and representatives, and advising how to cope with local legislation.

How many providers know which congressmen are on committees that affect their businesses? Your state association director knows who sits on them and can advise members whom to contact.

Little things such as no license for out-of-state providers to solicit business can hurt you. Sales made on the web and state tax not collected may be a small item, but it can also affect your company. Is every provider aware of how much effort is made by their associations to fight competitive bidding? Also, how aware are you of Accountable Care Organizations? Your state association is going to monitor this very carefully.

There are many other programs that develop, difficulties to resolve, lobbying, writing, telephoning and making visits all are constantly performed by your state association. I am amazed by what is accomplished by them and shocked by the fact that there still are providers who do not belong. Cost of membership is a normal business expense. The ROI on that investment is that your company can continue to stay in business.

If you do not belong to your state association, please join now! If you need their address, contact me (shelly.prial@att.net). Every HME provider must support his or her state association! The more members they have, the more efficient they can become. Make your voice heard and give them the means they need to fight for you.

A Work-worthy Idea

2011-06-15T07:33:00.000-07:00

Jobs! No, not Steve Jobs! Real jobs. Jobs that sustain a community are what I am talking about. Helping people find work so that they can earn money sounds so simple. Yet, it is not! The economic outlook is certainly worrisome. Being employed is no longer a given fact and there are so many people who are already out of work.

Perhaps HME providers can be the forefront to launch changes in their communities. I believe that our industry has that ability! Both the largest employers and the largest taxpayers in our country have always been small businesses. The HME industry is the classical description of a small business.

I read an article in one of the magazines I receive about two companies, both HME providers, each doing about the same annual volume. They were so similar that they could be described as twins. As a consequence of the changing economy, each found sales going down and so were their profits.

Provider “A” made a decision that he had to reduce his payroll. After a very careful examination of his operation, the decision was made to lay off two employees.

Provider “B” did not want to lose any members of his staff. The loyalty of his employees to the company was why it flourished. He spoke with two of them and they jointly came to the decision that they, who knew much about the operation, would go on the road.

In the first three months, as these two “sales” people were out extolling the virtues of the company, things stopped going down and then the pot started to boil. New customers began coming in because the referral sources, nursing services and doctors all were suggesting going to provider “B” for their needs. A very positive result was that they needed another pair of hands in the showroom and another driver. His business began once again to expand. Two new jobs were added in their community!

The moral of this is to use the strength you currently have, that is the strength of your current employees. Work with them, because, they too, will also survive when the company stays solvent and grows.

Creating new jobs will come about as enthusiasm spreads with all your employees and when HME providers set an example, others will follow the leader. Yes, providing new jobs can be a multi-faceted way to go!

Register Now for Medtrade 2011

2011-06-14T07:14:00.000-07:00

Registration is now open for Medtrade 2011. It will take place October 24 – 27 at the Georgia World Congress Center in Atlanta.

As a special offer, show producers have announced “early-bird” pricing that includes:
• A $255 rate for the Pre-show Seminars that includes free registration for the Medtrade Educational Conference and Medtrade Expo
• A $99 rate for the Medtrade Educational Conference that includes a free pass to the Medtrade Spring Expo
• A $25 rate for the Medtrade Expo

For detailed information on the conference and pre-show seminars, including course descriptions, speakers and continuing education opportunities, attendees can visit medtrade.com.

A Question and a Challenge

2011-06-13T12:22:00.000-07:00

Recently, there was a most intriguing article in HME News about competitive bidding. Can we assist Medicare and help them find an alternative that can possibly save $20 billion dollars in the next 10 years?

When I say “we,” it includes every HME provider. The problem is it is almost impossible to get every provider on board for support. If reimbursements fall any lower, there will be very few providers left. This will lead to a tremendous loss of tax dollars and a great increase in unemployment.

We are all aware the greatest difficulty Medicare has to contend with is fraud and abuse! I am afraid that the money being stolen may be much more than the $20 billion they want to save.

A unified voice from our industry must be heard. This effort will also be much more effective if every provider asks his clientele to become involved. After all, they too, will suffer greatly if the loss of dollars is not stopped. Every HME provider must, and I really mean must, join his or her state DME association. Their support will be to see to it that every congressman in each state will be aware of what you and their constituents are asking them to accomplish. It is amazing what the state associations can do! They need you to work with them.

AAHomecare has made the industry voice heard loud and clear in Washington. They are “icing on the cake” when supported by the state associations. Working together this effectiveness cannot be measured. Please be sure you sign up ASAP because this battle must be won NOW or it will be too late!

Don't You Just Love a Good Challenge?

2011-06-13T12:18:00.001-07:00

I have always responded to a challenge and now I hope that every HME provider will do the same.

Both the state and national associations have been working as hard as possible to get HR 1041 through Congress. They are, at the same time, addressing and responding to what happens in each state (legislation, Medicaid, taxes, etc,) that can affect their members. The efforts by the associations have been extremely effective. While doing all of the above, they also work with and for their members. They must respond to every query they receive, provide all material requested and are in every sense of the word they become a “partner” with each member.

I have a goal to accomplish via these blogs. It is to convince 99% of the HME providers to become dues paying members of their state and national associations. When I see how powerful and influential major associations like the AMA, AHA and the national drug manufacturers have become, I look at our industry and I say “yes, we can do the same!”

So here is my challenge. I ask that every HME provider who currently belongs to their state and national association solicit every other provider in their area and ask that they join in the fray. Any providers who are not currently members must get on board ASAP.

Get on the telephone, explain, and be sure you are certain they understand why you are calling. They need to become active. They must be aware what can happen if they are forced out of business. They must realize that their families, employees and most importantly, customers and family caregivers are at risk. There should be no hesitation. Can we reach the goal of 99% of all providers joining in this effort? Yes, I believe we can!

Please Get Involved!

2011-06-01T06:59:00.000-07:00

Just a brief update on some of the happenings in our battle with Goliath (aka Medicare). I have been receiving reports from many of the state associations and AAHomecare.

First, the good thing they report: Despite the gloom and doom attitude of a few recalcitrant dealers, the voice of our industry is being heard. There is so much activity by the state and national associations asking their elected congressmen to support HR 1041. If all their efforts to get this passed succeed, it would repeal the competitive bid program. That is also how important your efforts can be!

Now, the problem I wish to bring to everyone’s attention: There are many other bills that have go from committee to Congress. When the bill passes the first hurdle, the House, it has to go to the Senate for their approval. This is a very difficult process and requires a great deal of work by the state and the national associations.

Every HME provider has his or her future at stake. Every senior citizen, their family caregivers and all patients must also understand that they too have much at risk. When we rally all of these folks to assist in the battle, we will succeed.

To accomplish this I am asking every HME provider to participate. I am repeating my message again, it is that vital! If your company is not currently a dues paying member of the associations become one now. If your company already is a member, please contact every provider or dealer in town and ask that they become a participant on this gargantuan fight together with you and the associations for salvation. Our industry will face a dire future if these pending legislations do not get through Congress. Don’t wait another minute, do it now.

It's Time to be Heard

2011-06-01T06:55:00.000-07:00

Our Congressmen speak with loud voices seeking headlines. They will do anything they can to appease a few splinter groups for votes. Yet the largest block of voters, senior citizens, are really never thought about. How do they want to reform Medicare and what is the role of the senior citizen?

There are many layers of the healthcare industry that depend on Medicare for income. On the very bottom of this list is the HME provider. We are the smallest and have the fewest dollars to be sufficiently heard. The hospitals, drug manufacturers, physicians and others are all very formidable. They provide oodles of dollars and so their voices are heard. Ours are not!

The newspapers write about the few scandals at the bottom the ladder (it happens). But when a major hospital chain was found guilty of the biggest fraud ever perpetrated and then had to pay largest penalty, were the legislations changed? No!

The wizards decided that it would make good headlines if the small HME providers had to submit a bid to be in the loop. What a farce! Did any politicians speak with the senior citizens and others covered by Medicare to see what they wanted? No!

What to do? Every HME provider must become a member of their state and national associations. They will provide you with the tools and show you how to mobilize your customers, patients and their families to protect what they have. By working with the associations and your clientele you will be able the show Congress where the money is being siphoned out of the system. The role of the senior citizen is to become part of your voice. They vote, they care and they understand! They must become your partners in this effort. In reality they may have more at risk then you.

Yes, every HME provider and dealer must work together with the senior citizens. Then all will exist and flourish. Tempus fugit!

If you do not belong to your state and the national associations, please get one the phone STAT and enlist. If you are a member, please contact all your associates and peers and to make sure they get on board at once. There may not be a tomorrow. What is at stake? Your future, that of your customers, as well as that of our industry.

Need vs. Want

2011-05-23T11:10:00.000-07:00

Why do senior citizens come to your company to shop? Many providers may not understand what has driven these specific customers to their location. Two different HME providers posed this interesting question to me at Medtrade Spring.

The answer from several providers was their operation is convenient and easy to find. Others thought that people were aware their prices are very competitive. An excellent response was senior citizens know about the services they perform including many provided pro-bono.

The answers were different when I spoke with a few senior citizens asking the same question. The driving force seemed to be either a “need to buy” or a “want to buy.” Are they the same?

“Need to buy” was that their physician or therapist told them to purchase something specific. The client looked for the most convenient location.

“Want to buy” is the similar to the above. One senior speaking with another often creates the “want.” Occasionally, it is a consequence of the family caregiver wanting to keep their relative at home and comfortable. But more often than not it is because a senior citizen needs to get out and enjoys browsing. They all seek comfort items and your task is to make your location the Mecca where they will find these and “want to buy.”

One very successful provider told me that every other Wednesday in his showroom he offers a “Senior Citizen” afternoon. It started slowly and has grown steadily. He invites one or two reps to be present to show and demonstrate their “comfort wares.” This is easy to do and works.

Please share with me some of the programs you have prepared so I can share these new thoughts and ideas with other providers. Thank you!

Marketing to Seniors

2011-05-23T11:08:00.000-07:00

Take a good look at your customer base. You will discover that senior citizens make up the largest number of customers. Both my wife and I are octogenarians. When we go to a market or take a holiday, one thing is very obvious, senior citizens are very active and spend money on themselves and their family members. They should be treated with great dignity.

The age, which was used to identify a senior citizen in 1960, was anyone older than 65 years. At that time, the average age at time of death was 70 years. Today in 2011, it looks as if life expectancy is rapidly approaching 80 years. Fifteen years longer to be your customer is fantastic and you must make your location a magnet to attract them to shop there.

Here are a few ideas I garnered from many HME providers at Medtrade Spring:

Your showroom should be brightly lit. Every item on display should have a price affixed. Sale items should have large signs showing the saving.

Your salespeople should always address senior customers as Mr. or Mrs. This is particularly true with the younger sales folks. Only personal friends should be addressed by their first name.

Every salesperson on the showroom should have their name on their jacket in large enough letters to be seen without squinting or bending over to look.

Similar items must all be in one location to make shopping easy. There should be wide aisles with no blocking displays and wheelchair accessible.

Several providers have told me they offer “senior citizen” programs once or twice a month, usually in midweek and mid-afternoon. They feature only one item. They do this with the cooperation of a preferred vendor. Hang a poster near the cash register and in the window listing the date and time for these.

Please make every effort to work with your senior clientele. They have the disposable dollars to obtain comfort items and will not hesitate to make a purchase. I know this is true!

Reshaping Medicare the Right Way

2011-05-12T06:27:00.000-07:00

Politicians today have coined a new phrase: “reshape Medicare!” This in their zeal to show how concerned they are about the high growing costs of Medicare. All these two words are just another way of seeking votes. I am really chagrined by the fact that there appears so little concern about all the fraud & abuse draining out the funds.

Yes, reshaping Medicare should be accomplished! But “HOW?” This is a major problem. When I see reported the amount of dollars that are passing from lobbyists and major companies, it is clear that congressmen are afraid to lose them. So what do they suggest? “Reduce reimbursements!” No concern is indicated for the recipients. The lowest prices possible! Care and service will no longer be available. Care and service is why HME providers are so respected and it is given “pro bono.”

I have sent my thoughts to several members of Congress. I sent a message to Congressman Ron Paul, which has not yet been acknowledged, as well as others. All of us who are fighting just to stay solvent and continue to take care of patients must get involved. Speak to the senior citizens, family caregivers and the beneficiaries of the service who have proven to be so loyal and appreciative of what they have received from you. Ask that they get involved. They do not want to lose the products and services you provide. However, they may be forced to go elsewhere.

Send e-mails and make phone calls to all your elected officials and tell them how much money is being milked from the system! Newspapers and TV are constantly reporting more and more fraud and abuse. The HME industry is only a small segment where money is being stolen. Most providers run a professional and honest operation. But there are too many “others” in the system. Licensing and inspection will reduce fraud and abuse. When much of that is stopped, there will be sufficient money to maintain the program.

If you do not have the name and number of your representative or senator, please contact your state DME association or me. Call, write, and get your community involved. You can win this battle and show your clientele the results and benefits of working together! They have as much at stake as you do. Together, we will “reshape Medicare.”

Getting Publicity

2011-05-11T07:36:00.000-07:00

As our industry is gyrating, waiting to see what will happen with the “competitive bid” legislation, it is not the time to sit and watch. It is time to let everyone in your community know how valuable your company is and the role it plays in healthcare. This is accomplished by good publicity.

In order to maximize the benefits that your company performs daily, good publicity is needed. Send a press release to your local media outlets. It should be brief and to the point and should offer a newsworthy story idea.

There are so many things that you can send in a press release. If you are introducing a new piece of equipment or a new product, send a press release with a picture. If you added a new employee, send their picture with a little resume. They are a part of the community. Remember a picture is worth a 1,000 words.

If you are holding an open house promote what you are featuring that day. Programs such as these will keep your name recognized and will bring new people to visit.

The press release you prepare is a valuable tool to get publicity! Now is when you must make every effort to keep your company name known. You are not just the corner HME provider. Your staff and your location will be recognized as an integral part of the community.

You are where senior citizens, family caregivers and anyone who needs medical supplies should shop. If anyone has a question or needs some information you want all to know you are available and they’re for them. This is what good publicity will accomplish!

More Advice on Helping Your Community Be Prepared

2011-05-06T08:41:00.000-07:00

I received two calls about the post “Helping Your Community Be Prepared.” The callers requested more details about preparing an open house or a seminar.

Today there is a tremendous amount of concern throughout the country about tornados, floods and hurricanes. As an HME provider you could take a major role to establish your company as the leader to protect your customers and your community.

Normally an “open house” would be held in your showroom on a Saturday morning. This is effective when demonstrating an item. For a seminar, which is what this will be, you will need a larger venue.

In many communities, a local college will make space available. A hotel usually has an adequate facility but there may be a fee. However, if you order coffee and sweet rolls, this might be waived. Normally, you hold these from 9:00 a.m. until noon. Once the date is determined, then finding the participants is easy.

For a seminar on how to protect your home and your family during a storm, you should first invite members from the local police, fire departments and EMT squads. If there is room, please designate a space for each to put up a display. Please request that they provide a speaker and for a 15 minute presentation.

Explain to the administrator at the local hospital what you are bringing to the community and they invariably will respond by sending you an ER physician and nurse to speak. These are the professionals everyone wants to hear.

Vendors with related products should all be delighted to participate, especially when you provide them space to distribute literature and show products.

The local newspapers and radio and TV stations can all help you spread the word.

Yes, this takes time and planning, but the rewards for your community will be well worth it.

Helping Your Community Be Prepared

2011-05-02T08:25:00.000-07:00

The vast amount of destruction created by the tornados in the South last week was devastating. It is very difficult to comprehend how much damage could happen so quickly, but it did. Homes, businesses and a great deal of civilization were smashed to smithereens. The number of people who died as a result of this vicious storm is in excess of 350 and we do not know how many are in hospitals.

How many families will have to rebuild from scratch? How long will it take? Mothers, fathers and children are searching for loved ones. What can they do next?

I have great faith in the resiliency of America. The entire country is working together to reconstruct what the storm has destroyed. I was able to contact Mike Hamilton, executive director of the Alabama DME Association. He described the havoc that took place. Despite his tears, his confidence in the spirit of the DME/HME dealers and providers in all of the six states involved was heartwarming. Mike is confident that they will not only rebuild their communities and their business, but they will work to help all victims of the storm.

As HME providers, there is a great opportunity for you to provide support in your community. I called a few providers to discuss some ideas for the role your company can play.

May I suggest that you do the following: Speak to some of the emergency room physicians and nurses in the hospitals near your location. Make appointments to meet with the EMT squads and ambulance services as well as the local police and fire departments. You can prepare a special day: “What to do if we experience a tornado, hurricane or other major catastrophe?” Arrange with a local church, school or hotel where you can hold a special “training” half day for the community.

Invite personnel from all of the above to attend, speak and be available to work with the attendees. Some of your preferred vendors may assist by preparing handouts and demonstrating appropriate products. The local radio stations, newspapers and television affiliates should be eager to give this a strong publicity push. Your townspeople will all say “thank you.”

You owe this to the folks from whom you make a living. Contact me for more information at shelly.prial@att.net or via phone at (877) 553-5127.

Why Job Descriptions Matter

2011-04-28T09:17:00.000-07:00

As the proprietor of a DME/HME company are you really aware of what each employee should be doing? Cogitate on this for a few moments.

Over the years I have been invited by many DME/HME dealers to be their consultant. They wanted to know “how efficiently they are running their companies?” They needed to determine that they are arriving at “the best net profits each fiscal year?” They asked me to see if every employee is “contributing a fair share to their success?”

Although there is a great deal of similarity between companies, all are somewhat different and each is unique. The first thing that I do is to interview each employee privately. I found it amazing that so few staff really knew what is expected from them. Each always turned out to be both dedicated and hard working.

After I walked though the warehouse, studied the financial papers and did what all good consultants do, I asked the principal to describe what they expected from each employee. What was their job description? The difference between what the employee did and what the principal wanted was vast.

In order to increase sales and improve profits all employees must have a job description. It is never too late to prepare these. What I have always recommended is do the following:

Sit down, one-on-one, with each employee. Discuss their primary sphere of responsibility. The fact that they have to be a “jack-of-all-trades” as well, especially when the day gets busy. Now you can prepare a job description, which will enable that employee to use his strengths and fulfill your needs.

When employees are fully cognizant of their job description and do a superb job, this must be acknowledged. When they do more than their job descriptions, pitch in with all tasks, this must be complimented. When they work for you as if they were your partners, that must be rewarded.

There are many nice things you can do. Tickets to a show, dinner for two at an excellent restaurant or a parking space with their name, these are always well received. One DME/HME dealer told me his wife prepares a special dinner for the winner and their spouse every quarter. The competition for this is fierce.

Tell me about some of the ideas that you have used so it can be shared with all our readers (shelly.prial@att.net or 1-877-553-5127.)

Making a Plan for a New Start

2011-04-26T07:25:00.001-07:00

Although the basic industry remains the same, due to the many changes HME providers must contend with, now is the time to prepare a new start. I have touched on this topic in the past. It is not really difficult! A new start means getting all the facts you have and re-evaluating each.

The computer programs you have are able to show you which segments of your business produce the largest volume and most profits. Often, a provider is so involved doing paper work that finding time to do other things seems to melt away.

Some areas of interest are: aids to daily living, first aid, bath safety, wheelchairs, scooters, ambulatory devices, diabetic supplies, furnishings, oxygen, orthopedics, sports medicine and ostomy supplies. Be sure you include all minor segments. Providers have reported to me that they were really not aware of how many services their company provides.

Prepare a list of employees, how long they have been with you, annual salary and what you think is their job description (I will touch on this in a later blog). The purpose of this is not to eliminate anyone, but to know what each does and how you can increase their productivity to the company.

Prepare a listing of all annual expenses. A careful study of these may uncover expenses which may no longer be necessary. I recall one provider realizing that bringing in donuts twice a week turned out to be outrageous when nearly half of them went out with the garbage. No one complained when that ceased and he saves about $400 a year.

Another provider found his maintenance costs for the vehicles seemed to be rather high. He made a deal with his service center to have his vehicles inspected on a regular schedule and his maintenance costs plummeted by about 50%.

A review of this information will enable you to write a new business plan and to make a new start. This is the key. Find the time to do it. If I can be of any help, please contact me at (877) 553-5127 or shelly.prial@att.net.

Reducing Fraud, Creating Opportunities

2011-04-21T09:07:00.000-07:00

Despite the fact that HME providers seem to feel that they are under attack by the government, it isn’t so. What I have recognized is that our industry has a situation that is unique. By and far providers are all honest, hard working citizens. They provide a great deal of service to their clientele pro bono. But criminals have taken a big bite of out of the system and this is what has to be stopped!

The legislators are seeking to reduce the dollars spent to help pay the national debt and they fail to recognize what is really the problem. How many dollars are being siphoned off by the dishonest element? How many thieves have found it is less dangerous to steal from the government rather than sell narcotics and drugs? When caught, they may be fined or their businesses closed but they are not incarcerated. They reopen the next day with a different name. By developing a competitive bid in a valiant effort to reduce costs, nothing has changed and nothing was accomplished! But if they can stop and reduce the number of dollars being stolen, then Medicare will be able to accomplish what Congress passed.

One of my goals via this blog is to see what we, as an industry, working with the national and state associations can accomplish. This will be addressed with new ideas and with other programs as they develop.

Another goal I have for the coming year is to share the information I gather for increasing sales and profits with HME providers. I spent much time on the exhibition floor at Medtrade Spring in Las Vegas last week and spoke with providers from all over the country. What made me feel good is they did not hesitate to tell me about the success they had. I will try to report as much of this as possible. What is interesting is every idea was really not a new one, but how things were being done, which is valuable.

I would like to hear from you, please do not hesitate to send me an e-mail at shelly.prial@att.net or call me at (877) 553-5127. I will answer or call you back ASAP. I need your input to share with your peers. This year Medtrade Spring was bigger and better. Thank you for participating.

Medtrade Spring - A Phenomenal Experience

2011-04-18T07:39:00.000-07:00

Exhilarating! Educational! Breathless! Yes, indeed, a new level of success was achieved in Las Vegas this year. Medtrade Spring was bigger, better and more amenable than ever before. A positive result was that knowledge, information, new ideas and opportunities were all readily available. You had to be there to share in this largesse. The providers who crowded the showroom floor all came away with great big smiles. They received what they came for.

The lectures and seminars held provided many answers and instructions. The speakers addressed almost every question that a HME provider could ask. These classes were all well attended and every one I spoke with said the seminars alone were worth the trip to Las Vegas.

But then, after they entered the Expo - WOW! That is where they found many more answers. New items, new ways to operate their companies, new products to feature and new ideas for OTC cash sales. The exhibitors were all seeking ways to expand their ability to grow sales and profits. They realized that the attendees sought the same. Symbiosis! Mutual advantages and benefits were found and met. It is something special to see what can happen when a provider and a manufacturer team up.

In this space, I will make every effort to show all you new and creative ways to build sales. If you have questions, I will help you find answers.

Please call me at (877) 553-5127 or email me at shelly.prial@att.net and I will promptly respond. Between what I have learned in my 84 years and 60-plus years in this industry and the many experts associated with Medtrade, you will get answers.

Packing My Bags

2011-04-06T12:52:00.000-07:00

One of the more enjoyable and exciting tasks for me is my preparation for a trip. It becomes even more exciting when it is to attend a Medtrade show. I look forward to seeing many friends, visiting vendors, attending seminars, hearing the keynote speaker and participating with the AAH Stand Up for Homecare reception.

I can look back to more than 30 years of Medtrade exhibitions. Every year I find that it becomes more and more important – it’s a meeting every HME provider should attend. This year, it is critical, because unless we all work together to change some of the legislation that is drowning us, there will be some dire consequences.

However, I know that our industry will overcome these difficulties. I know that you, working with your state and national associations, will put your shoulders to their efforts to protect our industry and your company.

When you walk the showroom floor and see me, please say hello. Each year, I see old friends and I make new friends. As I pack my bags for the trip, the thought of a pleasant few days at Medtrade brings a big smile to my face. Will I see you in Las Vegas? I hope so!

(It’s not too late to register! Go to www.medtrade.com for more information.)

Who's Your Competition?

2011-04-05T07:26:00.001-07:00

Do you know who your competitor is? Is it another HME provider? Or, is it something else?

Yes, today’s competition can be recognized as not only oppressive legislation, but also include the super stores. Everyone who is seeking where or how they can reduce their healthcare expenses or siphon off your sales is your competitor.

No, not other HME providers! They are your partners and allies because they, too, recognize and fear the same competition and realize positive results can only be accomplished by working together.

The big marketers, Wal-Mart, Target and grocery chains are all offering over the counter (OTC) and aids to daily living (ADL) products. Items are prominently displayed and price marked with huge signs (low prices, but not all products are the same). This is part of their programs to indicate everything they sell is discounted. This is aggressive marketing and a careful look at their price tags will show you this is really not true, but I must say for them it has proven effective.

What can you do to compete? By working together with your state and national associations! From them you can obtain the tools that you will need to fight back. Even more important is together one voice will be speaking on behalf of all HME providers including their employees, customers and family caregivers. The voice is powerful and will be heard.

Go one step further! At Medtrade Spring, make arrangements with your reps to speak with their company principals on the showroom floor. The vendors want to maintain your business. They will give you much support to help keep and build additional sales. The vendors face the same difficulties your company does. It is to their advantage to provide you with as much assistance as possible.

Look for new tools at Medtrade. Spring. Look for other marketing and promotional programs. Your competition with the big guys starts here at Medtrade Spring. Remember David beat Goliath!

New Opportunities

2011-04-05T07:18:00.000-07:00

In all the years that I have been attending the Medtrade events, I have always seen them as the major source of opportunity. I received a phone call this morning from a provider who told me he couldn’t find the time to come to Las Vegas this year. I asked him: “Can you afford to miss new opportunities?”

Charles Buxton* really provided the answer: “You will “never” find time for anything. If you want time you must make it.”

With our industry facing attacks from every direction – national, state and private sector – every HME provider must make the time to fight back. They have to ally with all their friends and supporters. They have to speak with all their peers. They have to attend seminars and they must speak with many vendors. All of this is available at Medtrade Spring.

Time must be found to identify those opportunities which will enhance your company and bring in more dollars and customers today. Opportunity leads to success! As Alexandre Dumas has said: “Nothing succeeds like success.” There is no tomorrow for you if you sit back and miss this golden opportunity; Medtrade Spring.

*Charles Buxton (18 November 1823 – 10 August 1871) was an English brewer, philanthropist, writer and a Member of Parliament.

What Does Your Tomorrow Look Like?

2011-03-28T09:51:00.000-07:00

What is in store for HME providers tomorrow? I anticipate many good things. Medtrade Spring is almost here (April 12-14) and everything that I hear from the providers to whom I speak is upbeat and encouraging.

They have indicated that their companies are already hard at work to get H.R. 1041 through Congress. Yes! I hope that you are doing the same. This is a major step to make your tomorrow a success.

Their plans for participation at Medtrade Spring are all in place. Are yours? They have prepared a list of the vendors they currently work with to speak about the future. They added to that base every vendor at Medtrade that they feel has something new to offer.

Building from their existing strengths and adding to it, they anticipate an exciting tomorrow. I have chatted with many exhibitors and they are planning to come armed with many great offers and promotions. This will enable attendees to continue to grow on a successful path. But if you aren’t there, you will miss many great opportunities.

The speakers can readily be described as professors from a major university! The knowledge and ideas you can obtain at Medtrade are unexcelled. But if you stay home, what can you learn?

The state and national associations and the buying groups will all be there prepared to provide you with the tools you need to fight for H.R. 1041 and also to protect your company. Nothing happens if you don’t visit with them to get the ammunition you need.

By attending Medtrade Spring in Las Vegas you will insure that your company will be able to maintain stability and look forward to an exciting and fruitful tomorrow! I hope to see you all there!

We Must Get H.R. 1041 Passed

2011-03-24T09:02:00.000-07:00

Every effort must be made to get all members of Congress on board to support and pass H.R. 1041. Passage of this bill will repeal competitive bidding. This is a tedious process. It must pass the House and then the Senate. You must make every effort to be sure this is passed, because there is too much for you to lose if it is not repealed.

As an HME industry we have to use every tool that is available. The information you require will come from your state and national associations. You must also get your customers involved. Senior citizens make up a large voting block. Your staff, friends, physicians, pharmacists, PTs, OTs and all other health care providers must work with you to get this passed. They, too, have a great deal at stake.

Remember, when those elected to Congress hear voices, they have to respond because voices are votes and votes keep them in office.

The words “competitive bid” seem to have a different meaning to legislators. They feel it will save the government money. But, when dealing with a patient’s health, it takes on a much different meaning. The end result of the “bid” is bringing health care down to its lowest possible level. It means finding the very cheapest way, regardless of the consequences, to supply product. Services go by the wayside. There is no reimbursement for that. For generations HME providers have given the best service to their clients, family caregivers and patients. You all know what happens to your patients. They are forced to go elsewhere. They may have to go to two or more locations for all their needs. Always ask your clients if they would use a physician who bid the lowest competitive price?

Your task is to make every effort possible to get every representative to sign on to this bill and to alert every senator to introduce a similar one. The goal is to get it passed and signed by the President!

Special Offer for Medtrade Spring

2011-03-23T08:14:00.000-07:00

If you haven't registered for Medtrade Spring, go to medtrade.com and do so now. This year's event will feature over 300 exhibitors and 80 conference sessions. For a free pass to the Expo, enter the code EXPO or for a $20 discount on the conference, use the code 20CONF.

Winning through Teamwork

2011-03-21T09:22:00.000-07:00

I have been enjoying watching the college basketball tournament on TV. The victorious schools all have one thing in common. They win as a consequence of the close teamwork they exhibit. Our industry is in a battle with a formidable foe, the “competitive bid.”

To prevail we have to get very organized and that is accomplished by teamwork. It is imperative that every HME provider work very closely with both the state and national associations. Over the years, they have proven to be formidable with industry support. The support of every provider, every manufacturer and as many of your clientele that you can invite to work with you, will help demonstrate that this legislation is not only unpopular but is very destructive.

Competitive bidding is driving the country to more unemployment. Every politician tells us their goal is to create more jobs. This is not the way! Too many providers will be forced to close. The same politicians state that small business is one of the backbones of our economy. So why destroy the HME business? Aren’t they, too, small business? Is this what they want?

What about the beneficiaries? They are all in a tizzy wondering if they will still be able to get the same service and convenience they have from “the lowest price” awardees? They do not wish to be forced to travel (sometimes a long distance) and often to more than one supplier for their needs.

Teamwork! We can all do it. Build an effective community voice. At Medtrade Spring this is a topic that will be on everyone’s lips. You must be there also to show your support and, then with everyone’s, support we can win.

Call in Support - Now!

2011-03-18T08:06:00.000-07:00

Every HME provider is fully aware of what will happen as new awards for the “Competitive Bid” are announced. The second round will soon be here and unless we all band together it will continue to create more havoc. Don’t wait until it hits you, start your efforts today and persist in calling and writing your elected officials in Washington.

Call in support! All of the health care professionals in your community should be asked to join with you. In particular, I suggest you speak with all the pharmacists in your community. I have made a contact with the pharmacy community and have received a major vote of support. They understand what is happening and realize that they, too, would face a similar program.

Every one of your employees, your customers and their family caregivers should also be asked to assist. AAHomecare and your state association will provide much help in the form of literature and handouts. So please call in support! This is not the time to be bashful.

If you do not know how to reach your Representatives or Senators just place a call to the US. Capitol switchboard (202-224-3121) and you will be able to speak directly to the office you request. Get the name of their HLA (Health Legislative Assistant) and he or she will carry your request.

The more calls they receive will make them aware that everyone who contacts them is a voter and can also influence votes. With this effort you will be able to accomplish a great deal.

At Medtrade Spring in Las Vegas there will be a great number of sources who will be able to help you. This is only one reason why you must attend. The state DME and national associations as well as the buying groups will all be there ready and willing to provide you with tools. You, too, must be there.

Thank you, Exhibitors!

2011-03-18T08:05:00.001-07:00

Why is Medtrade so important for all HME providers?

The opportunity presented to meet with your vendors and the other exhibitors at Medtrade is incomparable. We appreciate the great relationship most providers have with the sales people with whom they work. Those salesmen labor very diligently for their companies but they also act for you! In this fashion they become an integral part of your team.

At Medtrade you can sit down with exhibitors and not listen for your phone to ring or watch people meandering through your showroom. It is an opportunity to both say “thank you” and tell them what else you would like from their company. Share with each manufacturer your good experiences and some of the problems you may have experienced. Medtrade presents a golden opportunity to speak about what their company can do for you!

If it was just to the ability to meet with all your vendors that would be sufficient reason for many providers to attend. However, please remember that the exhibitors are seeking a return on their investment as well.

The vendors are looking to meet new providers with whom they have not done business. They wish to find some key providers who are seeking new and other products to market. They bring with them many handouts, product sheets and samples and ask that you bring these back to your company. Share this information with your employees. When it becomes a “win-win” situation everyone returns to his or her home base satisfied.

As you review the list of speakers and the topics they will discourse on, please notice who has sponsored them. Yes, the exhibitors provide many lecturers. I have attended many classes each year both in Las Vegas and Atlanta. I am very pleased that most of the lectures I have attended teach ways to improve your business, increase your profits and continue to flourish.

Say “thank you” to your vendors!

I always recommend bringing along with you some key employees. What they will return with can prove to be well in excess of the cost. I look forward to meeting and greeting many friends at Medtrade. Please find me wandering through the showroom floor and say “hello Shelly.”

Why We Must Stop Fraud

2011-03-03T15:31:00.000-08:00

One thing that I can safely say is that nearly all HME providers are, without any doubt, the most honest people providing health care supplies and services. Despite this, because of a few crooked operations they are smeared and in a feeble attempt to save dollars a “competitive bid” program was passed by Congress.

In Miami, vans bringing senior citizens to group health therapy programs managed to milk out 83 million unearned dollars. But these are not HME providers. Most of the theft is from operators (thieves) who build phony companies to be able to steal from the system. The returns they get are phenomenal.

A gang of Eastern European professionals (thieves) opened up “offices” (which were only telephones) in several states and using names taken from tombstones and doctors long retired managed to steal another couple of million dollars before they were caught. I guess they were deported and took home the loot!

The Medicare program currently costs the government about $500 billion (a great deal of money). I estimate, from what we see published in the newspapers, that perhaps as much as 40% of that total is being ripped off. I am not alone in trying to determine how much money is stolen. Senator Tom Coburn believes fraud and abuse to be about $60 billion.

Why is there so much fraud? The answer simply is that there are very few people policing the system. They are now trying to lock the barn door, but the cow has already been stolen. A strong effort must be made to train inspectors who can visit every company billing services to Medicare. This cost would be far less than what is being stolen and the end result would be that the legitimate dealers would be able to continue to service their communities.

If the "competitive bid” forces many fine companies to close their doors the rolls of unemployed would grow and the flow of tax dollars collected would dry. A double whammy.

At Medtrade Spring, a great deal of time will be spent showing attendees what they can do to stop fraud and abuse. The national and state associations will have booths. VGM has been a leader and it will be there as well as some of the other buying groups working for the industry. You must be there as well! By working together we can stop a great deal of this fraud and abuse!

Stay Cool - But Don't Stay Silent

2011-02-28T14:07:00.000-08:00

I had a most fascinating conversation this past weekend with an old friend. He is a successful HME provider on the West Coast. I have known him for many years and look forward to seeing him again at Medtrade Spring in Las Vegas.

What I enjoyed hearing was that he has much faith in the industry and the people who run the associations. He feels, much as I do, that we will weather the storm. He feels competitive bidding and the other onerous regulations will soon be eliminated. I asked him why he felt so confident. His answer is what I am going to share with all: “Very few senior citizens and beneficiaries of Medicare have felt the pressures experienced by those in the markets where there have been winners.”

He has been very busy speaking to all of his clients and has his employees doing the same. He has contacted the pharmacists, physicians and other health care providers in the community and discussed in detail all of the problems this has created. They all understood and realized how their patients will be affected.

Armed with the material he gathered from his state HME association and AAHomecare, he tells me that they are all joining with him and our industry in this conflict. As a direct result of all these efforts, they are all writing and calling their congressmen. None of the people he knows in his community want to see this happen.

Is he cool? Yes!
Should you be cool? Yes!

What he is doing can be replicated by every HME provider. The tidal wave this will create will obliterate the onerous legislation.

He added another word of advice, which I am passing on. He agrees with us. If Social Security and Medicare will eliminate the fraud and abuse there will be sufficient funds available and the government will also see costs being driven down.

Stay cool and listen to what I heard. We can do it!

Get on Board!

2011-02-25T11:43:00.000-08:00

If ever attending a meeting was important, it is now! I am referring to the March 16 and 17 Washington, DC Legislative Conference sponsored by AAHomecare.

Our industry is facing some issues that must be addressed and every effort must be made to correct them. To get positive results we all have to make our voices heard. Getting to see your legislators and supporting this conference can accomplish it. Get on Board!

AAHomecare has arranged for three Republican and three Democratic Representatives to speak to the attendees. There will also be many HLAs from both the Senate and the House for you to meet. You have to be there! The AAHomecare staff will make appointments and provide the necessary material for you to meet your congressmen in their offices. But if you stay at home, what will happen?

Think about how the new oxygen reimbursement schedule will affect your company? Consider what you will do if your company is not a winner in the competitive bid? Who will take care of your clients, people you have served for many years and who depend on you, if they are forced to go elsewhere?

The time is getting very close, but I know that there are rooms still available at reduced prices in DC. Contact AAHomecare now (703-207-6263). You can make a difference by participating. I am afraid of what might happen if you do not!

You owe this to your employees and the senior citizens and patients you have given so much care, service and love. Get on board and insure there will be a tomorrow!

The Risky Business of Competitive Bidding

2011-02-25T11:39:00.000-08:00

We are all aware of the risks competitive bidding places upon the HME industry; yet, providers across the country continue to fight for their businesses and their patients.

Rose Shafhauser, executive director of MAMES, reported to her members the following: “Competitive bidding is a job-killing program that is forcing small businesses around the country to close and is putting people out of work.”

Another consequence of this program is that small business has always provided many tax dollars. These will now be disappearing.

There is much more at stake. Yes, losing tax dollars and closing companies only creates more chaos. Medicare patients, most of whom are senior citizens, have lost their ability to receive necessities from the local companies where they have always obtained their supplies.

In the markets where the first bid is now in place, patients are experiencing great difficulties. Sometimes they have to travel to more than one location. They have lost their right to shop where they want. The number of senior citizens and their family caregivers, when coupled with your efforts, can reach their congressmen to bring about a change. As I have reported so often: “you must become much more active than ever to work to veto the competitive bid.” Please remind your elected officials that without votes they are no longer in Congress!

Please work with your state HME association and the national associations. They are working for every HME provider and need your support and your dollars. Spend that money now or you can lose everything. Rally all your customers and staff to write and call and let Congress know what is happening. The basic ability to shop freely is gone. Other problems created are both delays in obtaining supplies and longer hospital stays. This is unfair to their constituents.

Information, please!

2011-02-18T10:35:00.000-08:00

Every successful entrepreneur knows how important it is to obtain current information. Armed with facts they are able to plan and grow. Our industry is very fortunate that we have many excellent magazines that keep everyone updated.

I just received a copy of the “Survey Results and Analysis” HME News did last month. This report is current and filled with many interesting facts. The survey results and analysis make for fascinating reading.

HME News is not alone in providing information and thoughts to enable your company to plan for the future. Every issue of HomeCare magazine is filled with articles showing what other providers have accomplished.

There are many other publications that cover every facet of our industry. At Medtrade meetings the various magazines are stacked up in several locations so you can get copies and subscribe to those that are of interest.

Come to Medtrade Spring 2011 where you will get ideas to cope with some of the major problems that have to be resolved. Just how to get around the so-called “competitive bid” legislation should be sufficient reason to attend.

You know your company, your strengths and weaknesses. The OTC retail sales are a valuable asset to expand. “Audits and reviews” are staring at dealers, what to do? Medtrade Spring 2011 has the answers.

More than 300 exhibitors are going to be there. Your company must also be there. There will be many seminars where you and members of your staff will be given tools to grow.

I look forward to meeting many of our readers and greeting you all. All of the many publications that can assist your company will be found there. Information please, yes indeed, “Medrade Spring 2011 has the answers.”

Use Your Assets

2011-02-18T10:33:00.000-08:00

Every entrepreneur of a HME company has many things in their company with which to grow. With the government making changes, in reimbursements and via the competitive bid, things are becoming very confusing. Providers are being forced to seek new opportunities.

We want you to utilize what you already have and use those assets to make realistic changes. The first is your staff; the second is your computer and a third is a combination of both your state HME and national association.

I will start with your staff. You have to make every effort to maintain all of your employees. Each is the heart of your company. They want to keep their jobs, so speak personally with them. Allow them tell you about their ideas to expand the value of their little segments. I have had the good fortune to speak with many providers throughout the country. One told me that the young lady who handles their ostomy room made a few suggestions and he gave her the OK to proceed. The volume in that department has almost grown by 50% in the last few months. Every employee has good ideas so listen to them.

In your computer there is so much information and I suggest you use that to help make new plans. You should have the name, address, e-mail and phone number of every patient and possibly even the same of their family caregiver. Wouldn’t they all enjoy receiving some good health ideas and some promotions from you? I know they will. Perhaps you could send them paragraph or two about ideas which make the home more comfortable or offer a product (make them personal) so that recipients would see an items they normally use.

The state and national organizations are fighting as hard as possible to bring about changes in the legislation. They cannot do this without your support! So get on board with them.

At Medtrade in Las Vegas there will be much emphasis to help you succeed. If you have not registered yet, please do so STAT. Use your assets and come to Las Vegas. I look forward to meeting you there!

Never Walk Alone

2011-02-18T10:32:00.000-08:00

As I study the various regulations that our industry is coping with, a melody keeps running through my head. In the musical Carousel, the lyrics I hear are: “walk on, walk on with hope in your heart; and you’ll never walk alone; you’ll never walk alone.” This was Oscar Hammerstein at his best and today is when we must all have “hope in our hearts.”

To me “hope” is a call to work. The time now is for all HME providers to change their attitude from hope to work. Not every provider can win participation in the competitive bid. To my great surprise a large number of providers, many more than anticipated, did not submit a bid. They felt that to be put into a situation where they would receive such a minimum reimbursement for supplies and services that they would never be able to maintain their companies.

I have spoken to a great number of entrepreneurs who feel that their HME businesses would adapt in very short order to live without the “bid.” They would develop new disciplines and become very aggressive in building OTC cash sales. I agree with them 100%. What makes me feel so good was they felt that this so-called “bid' will be cancelled. Then, once again they will be able to provide the services beneficiaries seek. The marketing changes they now are putting into place will make a big difference.

What I find most interesting is that those providers with whom I have spoken are all looking forward to Medtrade Spring in Las Vegas. Their plan is to speak to as many exhibitors possible to find new OTC cash sales that fit into their operations. They will never “walk alone.” They will turn “hope” into“ a better means of existing and growing.

A review of the exhibitors indicates that there are many new opportunities to be found at Medtrade Spring. They, too, same as HME providers, are seeking customers with whom they can expand. There will be many speakers who will also bring new ideas and programs to you.

How best to cope with competitive bidding? Where to locate new OTC cash sales? What to do when you face an audit or a review? These are topics that will be covered. If you have not you’re your reservations to attend Medtrade Spring yet, please do so ASAP. This is where you will get your answers!

Patient Care - Why We are Still Fighting For It

2011-02-09T08:28:00.000-08:00

It is a fact that when attacked animals and people will fight back because if they don’t they will lose. When the government passes legislation that is unfair or wrong, the public fights back and invariably wins.

HME providers now find themselves in a situation that requires them to fight back. Gail Walker, editor of HomeCare magazine, commented in her editorial (January 2011) that: “Most providers don’t want to give up patient service, and most don’t think it’s time to give up fighting for it – or their companies.”

She has laid out for us the best way to both rally support and get the message to Congress. “Patient Service!” Is there any other industry that provides patient service as a pro-bono part of their operations that can match that of an HME provider? In the many years I have been involved, I have seen this grow into a customer-oriented industry.

A provider with their unpaid patient service must be recognized. They cater to senior citizens, customers, family caregivers and work in cooperation with local physicians, nurses and therapists. All the provider receives for much of this is a thank you and loyalty. But, as a consequence of the competitive bid situation the client loses their local provider. They must go elsewhere, sometimes to another town or village.

Your task is to get all of these folks involved and ask them to write and call their legislators. You can help them with the tools your state DME and national associations provide. This is not the time to sit back and wait for someone else to do it. You must fight back! There is too much at stake for you and for your clientele.

Patient service and how to fight back will be discussed in great detail at Medtrade Spring in Las Vegas. Be there! Our industry must retaliate and we, working together, will win. Your company and customers must start their efforts today.

An Idea

2011-01-27T14:04:00.000-08:00

I know the title of this blog might be misleading, but this morning I received a memo from one of the state associations and I was impressed. I have previously written about steps HME providers should take to help our industry fight the competitive bid situation.

The answer is to get all the beneficiaries involved. When properly armed, they will prove to be the most effective way possible to get attention. They vote. Senior citizens today account for about 20% of the population. Lots of votes and, when you include the family caregivers in the total, wow!

They must speak out and also ask their family caregiver to do the same.
There are specific some points they should make, whether they are in one of chosen nine metropolitan regions or not.

When they make contact, they have to express the difficulty they face, or might have to contend with, when finding a new equipment provider. They do not wish to lose the provider they and their family caregiver have worked with closely for many years!

Of course this should be followed by the fact that they do, or will, experience delays in delivery since there will be fewer choices available when they have to locate a dealer elsewhere. Then, the quality of what they receive, since the bid was based on the lowest possible price makes them both frightened and confused.

You should provide them with the toll-free number, (888) 990-0499, and also Web sites where they can report their concerns (www.competitivebiddingconcerns.com) or (www.biddingfeedback.com).

Many of the state associations are working with their members to get this message out. They are all doing a superb job in getting the word out and you must do the same. The associations need the support of each HME provider to become even more effective. If you do not know who to contact to get involved, please call me at (877) 553-5125 and I will give you the name and telephone number. Get on the bandwagon; it is your future that must be protected.

What, When and Why

2011-01-24T08:17:00.000-08:00

There comes a time when every entrepreneur has to stop, think and decide which steps are necessary to be taken for the future. We are now early in a new year and see that the “bid’ to provide services for Medicare has started, so I ask you the following:
“What are your plans for this year?”
“When will you start?”
“Why are you doing this?”

The ”why” is obvious. Whether your company was a winner or not, there are many changes that must be put into place. The gross profits allowed to a winner are insufficient to allow any well-run provider to give the same service to their clients as has been done in the past. If your operation has not won a bid, then you must decide how to replace the volume which you will be losing.

As I have tried to point out, via this blog and at Medtrade meetings, OTC cash sales must be increased. Aggressive marketing steps must be instituted. Do not retire any help; send them on the road to visit all referral sources. They know so much about your company and they will be very successful.

Put new operational plans to work. Your company can offer to provide supplies to the practitioners and clinics in your community. Your salespeople can call on the universities and colleges. They can solicit business from the EMTs, fire and police departments. Their supplies, more often than not, are obtained via mail order. These are all sources that can refer new patients to you!

When you will start has to be NOW! Do not wait! Write a new business plan, meet with your employees and speak to all your customers. Offer new products and provide open houses in your showroom. There are so many opportunities available to you. Speak to all your preferred vendors and get new ideas.

If you wish to discuss this with me, please feel free to call me at (877) 553-5127. I have spoken with many successful HME providers over the years and I can share with you many excellent examples.

Time to Take Action

2011-01-19T13:32:00.001-08:00

This past week Mrs. Prial and I saw a wonderful performance of the musical “The Man from LaMancha.” As I write this blog I feel like I am fighting windmills.

Miguel de Cervantes is quoted as follows: “Good actions enable us, and we are the sons of our own deeds.” Don Quixote fought to achieve the Impossible Dream. So will you!

HME providers are the last stop and smallest group involved in the provision of health care supplies equipment via Medicare. The Medicare Modernization Act passed by Congress in 2004 is supposed to stop the outflow of dollars. Rather than fully addressing the problem of fraud and abuse they opted to have HME providers bid to become a provider.

HME providers are not the problem. The problem is a major difficulty, which they failed to consider, how to keep the thieves out. When miscreants are caught selling drugs, gambling or prostitution they face long terms in jail when convicted. But when a hospital chain was caught stealing many billions of dollars, they were fined (was $7½ billion sufficient?).

HME providers have the task of getting all of your customers involved. Yes, I know that I have said this often, but it is worth repeating. You must get your clientele involved before they are forced to go elsewhere. There is far too much at stake not to get involved. Send a letters to the editor of your local newspaper. Call or e-mail your Senators and Representatives. Ask your staff to do the same. Please suggest to all your customers to get on the bandwagon before they are driven away to a “winner” with the lowest bid. Contact your state HME association and AAHomecare or NAIMES for help.

We are fighting the windmills, same as Don Quixote did, but if we all work together and not wait for someone else to do it, we will be successful. For ideas and other thoughts please do not hesitate call me (877) 553-5127 and I would be delighted be of any help. As a team, HME providers can win this battle!

Speak Up for Homecare

2011-01-13T15:09:00.000-08:00

AAHomecare will be holding a Legislative Conference in Washington, DC, March 16-18. With the need to change some of the egregious laws, it is perhaps the most important opportunity to make your voice heard.

I have had the privilege of attending many of these conferences over the years. They gave me the opportunity to sit and speak with my state senators and representatives. I met their health legislative aides (HLAs) and we developed a strong rapport.

HLAs are your voice to the elected official and they will carry your message. You must make this connection. It is most important to participate in this conference. AAHomecare will make the appointments for you. They will arm you with the proper literature to bring. Members of Congress WILL speak at these sessions. Please put these days into your plans for the future.

If for any reason you cannot attend this conference, then be sure you contact both of your state’s senators and your representative. Send them an e-mail or make a telephone call to speak with their HLA. Make every effort to develop a good relationship with them.

More good news: Medtrade Spring 2011 is scheduled for April 12 – 14 in Las Vegas. Our industry is fighting very hard on behalf of every HME provider. You and your company have to be a participant in all efforts on your behalf. No one else can do it for you! If you need any help contacting the politicians in D.C., more information on the AAH conference or Medtrade Spring, please call me at (877) 553-5127 and I can help you.

Resolutions for the HME Industry

2011-01-06T09:06:00.000-08:00

We are all prone to doing this, making New Year resolutions, things we plan to do, and then rapidly forgetting them. This year what is facing your company is very different. As the proprietor of an HME business you have to make some new resolutions and must keep them.

Since the major problem now to resolve is how to operate your company and continue growth in a market place that currently is driving recipients of Medicare to winners of a competitive bid. I am sure this outrageous bid legislation will be revoked, but until that happens your voice must be heard.

Here are some resolutions to consider:

Resolution #1: I will support all the efforts of my state association as well as the national one. They carry the battle versus this competitive bid legislation.

Resolution #2: If I am not of member of either my state or a national association, I will call them and provide my support and dollars as they move forward on my behalf.

Resolution #3: I will become more politically active. I will ask my staff and customers to participate with me as I write and call the elected officials in Washington and my state capitol.

These are only a starting point. I will talk about new marketing ideas in coming posts. One goal is to build more OTC cash sales. I will share success stories from providers with you. One major suggestion is to be sure you attend your state and other HME meetings. It is not too early to prepare for Medtrade Spring 2011, which will take place April 12-14 in Las Vegas. That is where you will be able to make the deals, meet the vendors, hear the speakers and arm yourself.

There is so much that you can do so please do not sit by and wait for someone else to do it. You must protect your business so can continue to grow.

Happy New Year

2011-01-06T09:00:00.000-08:00

What does the New Year hold for HME providers? Will it be good, bad or indifferent? The answer lies with you.

I have thought for many hours to determine what is in store for our industry. Yes, we realize that there is a major change in how business will function. Reduction in Medicare reimbursement is the first hurdle I see. Changing regulations loom over everyone’s head. Patients will find that as a consequence of the competitive bid legislation they may lose access to their providers of choice and be driven elsewhere.

The above is only a brief summary of what the industry faces. There are several things that all of us must perform to bring about the needed changes. Certainly vox populi, the voice of the people, must be heard. One task facing the industry is to arouse not only all of our customers but all of the citizens in our community to speak out. When we show the dangerous affects of this, then public opinion will be heard.

Your foremost task is to illustrate what your company has done locally. The care and services you provide does not have a dollar value! Ask your clientele to participate in this effort with you to help make the point that service is as important as price. They know and appreciate the many extra steps you take. Family caregivers, local physicians and therapists can all add their words to yours. Everything must be brought to the attention of your Congressmen by a steady flow of letters and calls.

I know this all sounds like “gloom and doom” but that sword hanging over everyone’s heads will not fall when you fight back. We ask that you join forces with your state association and the national ones. Your support and dollars are needed to be sure that you will survive.

We are aware when we all act in unison there is accomplishment. Look at the history of our country and then realize that we must work as a team to reach our goal. Roll up your sleeves and join the fray. These unfair legislations will be changed! It will happen!

What does the New Year hold for the HME industry? My prediction is that we will win! We will have the legislations changed! Our industry is probably the one most important stop for patients and senior citizens. Their voices will be heard as well.

So I send to you all wishes for a very HAPPY and SUCCESSFUL NEW YEAR. 2011 will be the best year ever!

Report Scams... It's Your Duty

2010-12-28T13:52:00.000-08:00

I have been reporting that Medicare has more than sufficient dollars available to take care of those people who qualify. I also believe that for every legitimate buck spent another additional dollar is stolen from the system. So the object is to get the crooks out.

The largest scam I’ve seen was the Hospital Corporation of America, which paid a fine of about $7.5 million. This may be the highest fine ever levied for Medicare fraud.

Well, the thieves who sell drugs or by other nefarious means for “making a living,” usually end up in jail when they get caught. But when they see the president of a company that paid a gigantic fine was able to save enough money to become elected a governor of a state, they try to play “Can You Top This.” Today, I read of another scam.

A group of gangsters set up a national “franchise” for their associates using phantom health clinics. Information was garnered in New York. They stole the IDs of physicians (some dead) and merrily submitted bills to Medicare for services rendered (I assume their major expense was postage). They set up 118 clinics in 25 states! In New York alone, they submitted invoices for $100 million and Medicare has already paid out more than $35 million.

We have not seen the dollar figures for other states, but this is what you, HME providers, have to watch for. You must report any of this you suspect. The police, the prosecutors and the FBI will follow up. This raping of the system must be stopped. This is the chicanery that has lead to the competitive bidding legislation. It is why Medicare does not have sufficient money to reimburse hard working providers.

If you would like to speak about any local problems, please e-mail me at shelly.prial@att.net or call me at (877) 553-5127. I have had conversations with a number of providers about this problem. Protect your business and your employees – and never forget you have to protect your clients.

For more information on Medicare fraud, please visit: www.mymedicarefraudreporting.com

Preparing for the New Year

2010-12-14T07:33:00.000-08:00

I am very upbeat about the future for our industry. Yes, I am aware of how few dealers were awarded contracts on the “competitive bid.” David Russell, in the U.K., had this bid described as: “Competitive bidding is an oxymoron. There is nothing competitive about it and it’s not bidding.” But, I am most excited by the great number of providers with whom I spoke at Medtrade who told me they are all gearing up to change how they operate their companies.

There is no question that the small number of bid winners will not be able to provide service correctly. I anticipate a great uprising by the beneficiaries. But we all know how slowly our government moves, so rather than wait to see what happens make your changes now. What can you do?

My first recommendation is that no matter whatever you plan, it must be realistic. You know your customers and their needs and also appreciate all your referral sources and their needs. These will always be present and so they are to whom you will direct your efforts. A very careful review of where your sales come from and then armed with this information hold a staff meeting. Tell all your employees what you are contemplating. Then ask each for any ideas they have. After all, they work face-to-face with your clients. When I spoke to entrepreneurs who have done this, I am amazed at the many ideas recommended by staff members. They are a great source and must be included in your plans.

The next step in your preparation for 2011 is to sit down with each member of your staff to discuss how to put their ideas to work. A provider from Minnesota told me his talks with employees made it very clear to him that they know a great deal.

It is never easy to change an operation that has been functioning well. Do not depend as much on third-party business as in the past. Now is when more of your efforts have to be to find new ways of running your company. Efforts must be developed for new OTC cash sales. There were many opportunities at Medtrade. Take advantage of them.

If you have any ideas to share, please call me at (877) 553-5127. I am aware that 2011 will see a great deal of changes, but I also believe more and more providers will use change to their advantage.

Heard at the Medtrade Expo

2010-12-07T07:30:00.000-08:00

One of the many benefits of attending Medtrade is the ability to meet with peers. More information is shared in brief conversations at this venue than at any other place. I realize this happens because the showroom floor is a neutral arena. West coast and East coast business people shared ideas with those from the Deep South and the frozen North and they all learn from one another.

The largest concern from those I spoke to was what will happen to them when the awards from the competitive bids become a reality. Will they be able to survive? Not one of the two dozen or so principals with whom I spoke was negative. When I questioned them further, the consensus was that change is always taking place and they accepted that as a fact. They said in all the years they have operated their companies they faced many difficult challenges and yet they still continued to grow.

All did not submit the competitive bid. Others who did thought they would not be successful. They came to Medtrade to get ideas for rebuilding their business approach for the future. They came to meet vendors seeking new and different OTC cash sale opportunities. They told me they found many potential sales opportunities for their operation on the showroom floor.

Safety products, especially for those with disabilities, were sought and found. Lifts for the house or for the car, ramps, emergency response products, hampers and grab bars, transport products, and sports medicine and exercise equipment displays were all destinations for these entrepreneurs. Footwear and foot care was another segment being looked at. The basic standards such as ADL, apparel, wheelchairs and other ambulatory products, chairs and accessories, all saw attention from attendees. There was so much available this year and I spoke to many people who said that they found what they came for. That is what Medtrade does.

In the 30-odd years I have been attending Medtrade, never have I seen more dedicated attendees. Those HME providers who took the time to locate new business directions are ready to bring them to market and will continue to grow and expand.

"New" Year Approaching

2010-12-06T14:34:00.000-08:00

What does the New Year hold for our industry? I have given this question a great deal of thought. How will 2011 be different from this year?

I do not have an accurate figure of how many providers submitted bids nor how many have been awarded. I do know that there will not be an adequate number of providers available to supply all the recipients. I also am concerned and have some serious questions about some of the providers who were winners.

Here are some of the doubts that I have. Will there be a sufficient number of providers located in many of the smaller villages and towns whose patients have always been receiving excellent service locally? One answer I received is that beneficiaries can get their supplies from providers outside their home base, such as prescriptions being provided by mail order. Won’t that be a comfort for senior citizens and their family caregivers?

Another is how many of the winners have gone out of business since they submitted their bids and others who are now contemplating bankruptcy? There is another side to this coin. Do many existing providers face such a dire future in 2011? Is there any logic in limiting the number of companies to supply every needy patient? There is a schedule of fees (HCPCS) for all providers to receive a “fair” reimbursement. Why reduce the number of dealers?

I can go on and on. There should be a license to become a provider, which can be suspended or revoked. There must be inspections showing the providers meet specific standards. There should be training, such as that pharmacy techs obtain, for employees. These are some of the controls, which should be in place.

The country now suffers with nearly 10% of the work force unemployed. How many more people will be put out of work? Small businesses, like HME providers provide jobs and are taxpayers.

Now is the time for providers and dealers to march in unison to change these negative considerations. That can be done in conjunction with AAHomecare and your state HME association. Build OTC cash sales, become aggressive merchants! I am always available to answer any questions (877-553-5127). I want to see every provider grow in 2011.