Spencer Kay

HME Today: Vendors like to talk about a fully integrated, enterprise-wide software solution, but what exactly is that?

Spencer Kay, president, Fastrack Healthcare Systems Inc: A true "enterprise" system should handle virtually every operational, financial, and clinical aspect of a provider's business in one fully integrated database. The system will handle all of the provider's service and product lines including HME, respiratory, nutritional, infusion, and/or home care agency, providing one common patient record, common financials, and enterprise-wide reporting capabilities. An enterprise system should be able to manage every aspect of the business, from patient intake right through the delivery of the product to the patient's home. This should include the various steps that it takes to make it all happen such as purchasing, inventory control, equipment maintenance tracking, compliance issues, clinical reporting, dispatching of delivery vehicles, customer service functions, A/R, and billing and collections.

HME Today: How important is it for providers to have access to good data, and how can the right software improve that access?

Kay: Having access to good data is key to being successful. A software system that supports a true open architecture with full access to the database will allow providers to analyze their various product lines, vendors, and patients to determine profitability and undercover potential revenue streams. Many software products either limit the client's access to all of the data, or store it in such a way that it is not easily accessible for analysis. Fastrack offers a completely open database, providing multiple tools to access the data—including extensive reports, the ability for clients to write their own reports with Crystal Report Writer, our executive dashboard, and Fastrack Business Intelligence, a powerful data mining tool.

HME Today: For companies that want to make the September 30, 2009, accreditation deadline, how important is the right software?

Kay: Certain inherent features that provide checks and balances are absolutely required to meet the accreditation deadline, including the ability to track HIPAA statement compliance; required security features—including knowing who is accessing patient records; the ability to invoke hold options; and equipment maintenance so that the provider knows when the equipment needs preventive maintenance/servicing. Additional requirements include built-in emergency procedures, a robust patient database, and the reporting tools to complete the accreditation questionnaire.

HME Today: As a related question, for companies that may have to participate in competitive bidding in 18 to 24 months, how can software make that process smoother?

Kay: The software will need to provide information to help complete the bids, especially in the area of profitability by product. It will also need to alert the user that they can or cannot provide the patient with a specific product depending on whether they won the bid.

HME Today: For providers dissatisfied with their current software, how hard is it to switch or upgrade?

Kay: Determining how easy or difficult this process will be depends on a number of factors. Switching to a new software system can be made easier if clients take the time to train their staff properly, work with their vendor to determine a good strategy, or electronically transfer their database to the new system—and are open to potentially improving their workflow process. The key is not to get hung up on "how we did it in the past."

HME Today: Among HME providers who have yet to fully embrace technology, what do you think is the biggest misconception?

Kay: The biggest misconception is cost, which ironically, with all of the various options to finance, can be as little as the monthly fee on a good copier—but unfortunately, many providers are not aware of this. Fastrack offers an Internet-hosted solution with one low monthly fee that includes the application, data backups, and other IT support. Get it free allows users to obtain a free copy of the software by signing up for our support services, or a licensed model that can be financed though our leasing company.

The other misconception is that staff members will not be able to embrace new technology. Our experience has always been the opposite in that the staff tends to want to take advantage of ways to improve their responsibilities and eliminate the tedious tasks that many people face in their work—as well as the potential mistakes that are time-consuming.

HME Today: For providers looking to take the software leap, what mistakes should they be sure to avoid?

Kay: Don't be fooled by canned demonstrations where the sales rep doesn't allow users to enter information because they do not want the prospect to see the lack of functionality. Be suspicious of pretty looking screens that make it appear easy to use, but really lack the depth that you need to run an HME company. Be wary of promises of features that are coming that cannot be demonstrated today, or vendors that do not come on-site for an implementation meeting to learn how your business operates—and don't provide on-site training.

There are companies that offer only a hosted model. While hosting has many advantages for smaller providers, as your business grows you may want to take the system in-house, and this may force you to have to switch to another vendor. Make sure your vendor offers the ability to take the application in-house if you need to.

HME Today: How has software evolved over the past few years and what do you think the future will bring?

Kay: Unfortunately, much of the software being sold is still overglorified billing systems that lack serious technology advances. We offer a true enterprise system incorporating the latest technology for this market. We continue evaluating new technologies to incorporate into our products for the purposes of helping our clients reduce operating costs and improve efficiencies.