2022 HME Business Handbook: Patient Engagement

How To Personalize Your HME Care Today

Patient EngagmentThe “AMAZON EXPERIENCE” has been a part of our lives in recent years, bringing an expectation of convenient, streamlined and fast service at the click of a button. This same level of convenience and efficiency is now being expected in healthcare, as patients demand a more personalized and tailored experience.

In order to provide the best possible experience for home medical equipment (HME) patients, it is important for HME providers to prioritize convenience and ease of access in the ways that their patients interact with and communicate with their business. Offering a digital experience that empowers and engages patients will ultimately drive greater financial transparency, predictability and convenience, improve therapy adherence and enable low-touch communication for fewer manual burdens on staff.

This can be done by positioning the patient at the center of the care journey and making sure that their needs are always a top priority. Additionally, providing a personalized experience will ensure that patients are satisified with their HME provider business. By following these simple tips, HME providers can provide an exceptional experience for all of their patients.


By collecting data on patients’ preferences and needs, providers can customize their communications and interactions with each individual. If you’re looking to improve patient engagement and create a more personalized experience, it’s important to start by identifying the channels that your patients prefer.

Resupply solutions like live calling, online portals and text messaging can be great ways to reach patients effectively. And by allowing patients to choose the modality that best suits their needs, you can create an experience that feels tailored, convenient and transparent. This, in turn, can improve outcomes and propel revenue by helping to ensure a consistent receipt of necessary supplies.


Providers have more time to focus on other important tasks when they’re not spending hours every day trying to connect with and gather information from patients. This could include appointment reminders, prescription refill reminders, or even post-visit follow-ups.

Fully integrated end-to-reach solutions save providers valuable resources by automating most communication, document retrieval and resupply processes in one platform, freeing up time to focus on more important tasks while helping to ensure patients receive their documents in a timely manner.


When it comes to resupplying HME and other medical equipment, making the process as seamless and personalized as possible for patients should be a top priority.

That’s where fully integrated, end-to-end resupply solutions come in. By managing all the pieces of the resupply puzzle—including patient outreach, automated document retrieval, fulfillment, software automation, and billing—in one place, providers can focus on delivering an exceptional patient experience. In addition to improving the patient experience, fully integrated resupply solutions can also help save time and money. By automating various tasks related to HME resupply, providers can free up staff to focus on other tasks, and avoid the hassle and expense of billing mistakes.


Resupply solutions backed by data analytics can provide insights into patient engagement success. This is accomplished through monitoring key performance indicators like net revenue collection, accounts receivable, sales outstanding, sales orders created and invoices to help better manage revenue and staff productivity, define trends, shape outcomes and use benchmarks for better benefits.

By following these tips, you can push the HME industry forward while also accounting for increased therapy adherence and decreased manual burden on staff.


  • A complete HME solution automates tasks and organizes data so that staff can help provide outstanding patient care.
  • Completing more successful resupply orders improves patient outcomes while increasing revenue.
  • Enforcing accurate documentation and maintaining compliance are ways to minimize extra workflows.
  • Data can assist in managing revenue and staff productivity and offer valuable insights to better manage resupply programs.
  • Highlight workflow insights with data and analytics. KPI tracking and peer benchmarking help discover actionable areas for improvement.


To find out more about Brightree’s HME and resupply software platforms, visit brightree.com.

This article originally appeared in the May/Jun 2022 issue of HME Business.

About the Author

Mike Lorenz is the vice president of resupply software for HME and post-acute software company Brightree LLC. (brightree.com).

HME Business Podcast