Many healthcare organizations and hospitals have focused on implementing standardized work practices
as part of their lean programs and the results have been impressive – improved patient satisfaction,
improved outcomes, and improved financial performance.

A few HME providers have achieved success with implementing robust work standardization methods. A
mid-size provider realized a 10% decrease in pending revenue after it implemented standard work
practices in its intake and customer service area.

Another provider saw their DSO drop by five days after implementing standardized work practices in their
billing and reimbursement area.

A large medical supply company reduced the number of pick errors in their shipping operation by 7
percent after implementing standardized work practices. The reduction in pick errors resulted in a direct
cost savings as costly product re-ships were reduced as well

Standardize work practices are crucial to improving process results. In many instances, providers rely on
multiple individuals to complete similar work within functional areas. Whenever a group of people work to
complete similar work, they will often come up with very individual methods for completing that work when
standard practices are not in place. Different people doing similar work in a very different manner will
often yield different results.

HME providers have many processes that can benefit from a robust work standardization approach
including intake, billing and reimbursement, documentation, and distribution, to name a few.

One way of creating standardized work is through the use of a checklist. A checklist is a tool that can be
used to help guide staff in their daily work. A checklist typically includes all of the key requirements and
tasks that must be completed in order to successfully complete work within a process. A checklist can
help to ensure work is complete and accurate before it is sent on to the next step or next process. An
ideal location to for a checklist is in the intake area. A checklist should briefly list all of the main process
steps or tasks that are required to turn that referral into a successful claim.

There are many upfront tasks that must be completed upon initial intake – from the gathering of basic
demographics to insurance information. Many providers have less than solid standard procedures and
work practices in place. Getting it right in the front-end the first time can save costly rework on the backend
of the operation.