From hospital to home, no headaches: How technology smooths the transition

Each year, 8 million patients in the United States are discharged from hospitals, which is crucial to durable medical equipment (DMEs) – devices such as oxygen concentrators, ventilators and mobility aids are not only convenient, but also lifespan. The discharge of a hospital should mark the beginning of recovery, but the transition to home is often filled with barriers that can threaten the health and safety of patients.

The discharged doctor must complete a wide range of paperwork to justify the medical necessity and coverage of DME. To ensure good care is coordinated after discharge, doctors and case managers must also convey detailed information to the patient's condition, device needs and follow-up care, with dispersed parties who will support the patient after discharge, including device providers, home health facilities, primary care providers and families. These time-consuming processes are rarely direct and often require the use of a disconnected system or paper process, which can delay discharge and device access.

According to a 2022 report, 45% of case managers in California hospitals say they have “always” or “frequently” having problems. To compensate for the delay, nearly 68% of hospitals delayed discharge, more than 25% provided the equipment at their own expense, and provided patients with a third loan device until their order was delivered.

Patients and their families also bear the burden of DME complexity. They may find themselves having to coordinate with multiple equipment suppliers to ensure everything they need – both with multiple prescriptions, delivery and access to DME provider locations, while also being able to browse insurance coverage and out-of-pocket expenses. Once at home, the family may struggle with broken or outdated equipment and have limited training on how to use it.

Modern DME

The healthcare industry can and must do better. Imagine a system that minimizes or eliminates DME complications – with enhanced interoperability that allows DME providers, doctors and payers to seamlessly exchange data on DME orders, usage and patient needs; when needed, patients and families can be fully supported by accurately obtaining the right equipment.

By adopting new technologies, from AI and automation to patient self-service tools and more, we can bring this vision to reality.

Here are three things healthcare leaders should consider to improve the DME process to make the hospital-to-home experience more effective and less stressful.

1. Automate repetitive tasks such as documentation, claim processing and billing – From DME's patient order intelligent routing to real-time insurance verification, claim review and submission, the automated system can strengthen access to DME and simplify reimbursement to ensure patients receive the required equipment when needed. Automation technology also eases the burden of repetitive manual tasks for doctors and case managers – meeting prescribers to support rapid discharge and provide so much confidence that patients will experience coordinated care on the walls of the hospital. In 2025 and beyond, major opportunities for automating DME-related management tasks include patient intake, order input, documentation, billing and payment.

2. Apply predictive analytics to simplify logistics and predict patient needs – When used in conjunction with machine learning, predictive analytics can predict inventory demand based on population segmentation or geographic usage patterns. These tools are becoming increasingly reliable for inventory management, enabling DME providers to reduce latency by tracking and updating the status and location of devices and automatically place orders to supplement supply. Additionally, predictive analytics allow DME providers to better predict patient needs by determining usage patterns based on demographics, treatment plans, and health trends. This insight enables DME providers to proactively fulfill personalized device orders and anticipate when patients need supplies or new equipment, minimizing the chances of care gaps.

3. Improve patient experience with self-service tools – Since online portals have become a well-recognized and expected part of the patient’s healthcare experience, DME should be no different. Implementing these digital solutions can empower patients to control the DME experience by replacing the demand for multiple phone calls or face-to-face access to live order status online, supply reordering, insurance submissions, payment processing, security messaging, and more. The result is a more seamless experience where patients can better control their health needs without frustration or delay.

Modern DME is not just a convenience, it is a care issue. This is to help patients come home safely and focus on health, rather than struggling with logistics that get these lifesaving support. By tilting new technologies and digital strategies, the healthcare industry can better support providers, patients and families to achieve the best health outcomes at home.

Photo: Jusun, Getty Images

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