HME News

JUN 2017

HME News is the monthly business newspaper for home medical equipment providers. This controlled circulation publication reaches 17,100 home medical equipment services providers, including traditional HME dealers & suppliers, hospital- and pharmacy-o

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Vendors By Liz Beau L ieu, e ditor SAN DIEGO – It was Brightree that pushed ResMed into double- digit increases for revenues in the third quarter of fiscal year 2017. ResMed reported reve- nues of $514.2 million for the third quarter, a 13% increase compared to the same peri- o d l a s t year. But excluding contribu- tions from Brightree, w h i c h R e s M e d acquired in April 2016, it reported revenues of $479.2 million, a 6% increase. "We have full separation of the commercial teams ( b e t w e e n R e s M e d a n d Brightree), but as we look at the broader market, having a SaaS capability to map work- flows and reduce the costs of document management, inventory management, physician and prescription management, and helping Briefs SCA makes separation PHILADELPHIA – SCA will split its global hygiene and health products into a new company, Es- sity. The forest products division will remain under the SCA name. As of 2016, 86% of the company is in hygiene and health, with 14% in forest products. Synergies between the operations have diminished over time, SCA said in a press release. Essity will develop, produce, market and sell personal care and tissue products, including the BSN Medical brands, which SCA acquired in December for $2.9 billion. Essity stems from the words "es- sentials" and "necessities." Magnus Groth, president and CEO of SCA, will become president and CEO of Essity. They're moving on up: Universal Software, BOC Universal Software Solutions has added a second office in Novi, Mich. The company says business has grown so much in the past few years that it has outgrown its corporate office in Davison, Mich. While Universal Soft- ware Solutions will keep its corporate office in Davison, it moved its training, sales and marketing departments to the Novi office in April…The Board of Certification/Accredi- tation (BOC) will nearly double it space, from 3,600 to 5,183 square feet, when it moves its headquarters in June to accommodate growth. Cure Medical launches new, expanded website NEWPORT BEACH, Calif. – Cure Medical has launched a new website to highlight its ex- panded portfolio of intermittent and enclosed system catheters. The site also features cus- tomized content for customers, medical pro- fessionals and HME providers. Visitors to the site will find product videos, downloadable product flyers and a catalog, a support pro- gram for catheter users, lifestyle advice and medical research updates. Short takes Coram CVS Specialty Infusion Services has made Functional Formularies feeding tube and oral meal replacement formulas available to its customer base…Colo- plast's Biatain Silicone sizes and shapes has been awarded a Red Dot award for user experience and aesthetics…B. Braun has introduced an app that offers educa- tional content to clinicians and patients for its Easypump ST/LT Elastometric In- fusion Pump System…Quantum Rehab has launched enhancements to its iLevel technology, including 12 inches of lift and LED fender lights, to further increase the independence of users…Invacare has in- troduced Invacare Outcomes by Design, a suite of programs designed to assist post- acute care facilities in improving clinical, fi- nancial and patient satisfaction outcomes. The suite currently consists of three mod- ules: safe patient handling, pressure man- agement and facility design…Permobil has the exclusive distribution rights in Canada for SoftWheel's in-wheel shock absorption system for manual wheelchairs. Invacare gets thumbs up on third cert report. . . . . . . . . . 19 ResMed reports 13% increase in revenues . . . . . . . . . . . 19 Tree Rings offers peer-to-peer support. . . . . . . . . . . . . . . 19 M&A: Supplies market sees four deals . . . . . . . . . . . . . . . 20 ■ ResMed's Jim Hollingshead says there's pent-up demand for a travel CPAP device. See story page 1. www.h M enew S . COM / j U ne 2017 / h M e new S 19 Excellent exporter Georgia Gov. Nathan Deal (right) and his wife, Sandra Deal (center), recently presented Graham-Field with the Georgia Launching Opportunities by Exporting (GLOBE) Award. "It is gratifying to know how well Graham- Field's USA-manufactured medical equip- ment is respected throughout the world," said President and CEO Ken Spett (left), who accepted the award. IVC awaits re-inspection ResMed highlights Brightree revenues Company already has green light to resume design activities TREE RINGS STAFFS CALL CENTER WITH RETIREES earnings R E S m E D E A r N S S E E PA G E 2 0 By Liz Beau L ieu, e ditor ELYRIA, Ohio – Invacare has complet- ed the final milestone required to lift a consent decree with the U.S. Food and Drug Administration, paving the way for re-inspection, it announced April 27. The FDA has approved a third and final certification report sub- mitted by Invacare's third-party auditor, confirming its compli- ance with specified FDA regula- tory requirements, and an addi- tional report submitted by the company. Previously, on April 13, the FDA notified Invacare that it had accepted an updated second certification report, allowing it to resume design activities at its corporate headquarters and Tay- lor Street manufacturing facilities in Elyria. "It's good to have this mile- stone, but there's more work ahead," said Lara Mahoney, Invacare's senior director of By Jeff Rowe, Contributing w riter S T E v E S h E F v E L A n D has been growing Tree Rings, a call center out- sourcing provider whose cli- ents include the likes of Med- line, in the suburbs of Phoe- nix since 2009. h is secret sauce: t a p p i n g i n t o communities of experienced retirees to staff his call center. h ere's what Shefveland had to say about why those employ- ees increasingly resonates with healthcare companies whose patients are often the same age. HME N E ws: How did you come up with the idea for Tree Rings? Steve Shefveland: When you investor relations and corporate communications. The FDA had originally accepted a first and second certi- fication report in 2013, but after a follow-up inspection in 2015, the agency told Invacare it had more work to do. That work included applying its design control pro- cess to additional products and remediating certain design his- tory files, Mahoney says. Invacare's third-party audi- tor submitted a third and final certification report to the FDA in February 2016, but that was "essentially paused" until work was completed on the second cer- tification report, Mahoney says. The acceptance of the third and final certification report will pave the way for lifting a con- sent decree that has limited the company's ability to manufacture and sell certain products from the corporate headquarters and Tay- lor Street facility since 2012. run a call center, it's all about using high quality, highly edu- cated labor. h ere in the Phoe- nix area, we have a large pop- ulation of retired adults with long careers behind them, many of whom still want to work part-time. It occurred to me that these are some of the b e s t w o r k e r s available. HME: Why are peer-to-peer relationships important in cus- tomer service? Shefveland: When you're talk- ing to people who've gone through a similar health con- dition, they have empathy and know how to relate. That makes for more effective com- munications and a better cus- tomer experience. HME: What kind of services do you typically provide to health- care companies? Shefveland: We provide sales, customer ser- vice and support over the phone, as well as a certain level of tech- nical support. We also provide a lot of email support and instant message chat support for clients. HME: What are the pros and cons of outsourced vs. in-house call center services? Shefveland: A lot of compa- nies want to control the whole process, but they incur a siz- able expense to do that. Other companies will say they're in the medical equipment space, not the call center space, so they outsource. We also work with companies that want to have a core of calls handled by in- house reps and agents, because they never want to completely lose touch with their customers. But then they want to work with an outsource company, of around the same size, that can understand their business. That way, they have a partner, and a back-up for overflow, weekend support and over- night hours. HME Peer-to-peer support TIMELINE 4 2012: Invacare enters consent decree with FDA. 4 2013: FDA approves first and second certification reports, but upon re-inspec- tion, agency says company has more work to do to final- ize approval on second cert report. 4 f E bruary 2016: Invacare's third-party auditor submits third cert report, but it's put on hold due to ongo- ing work related to second cert report. 4 a pril 2017: FDA approves second cert report, clearing way for Invacare to resume design activities. 4 a pril 2017: FDA approves third cert report. 4 M ay 2017: FDA expected to begin re-inspection. R E - I N S P E C T I O N S E E PA G E 2 0 Mick Farrell S. Shefveland

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