Wear Your Leathers!

Sit at my feet, Grasshopper. We continue our lesson about how to run your compliance program at peak effectiveness by comparing your home care company to a beloved motorcycle.

We explained how Rung 1 of our ROPE Ladder teaches us to fine-tune how you actually run your HME. This parallels your motorcycle's major inspections. Rung 2 focuses on education and training, and correlates to your driving lessons. Rung 3 focuses on finding and fixing problems, which correlates to major and minor repairs for your motorcycle. Knowledge about how your company, or your bike, is actually supposed to operate is key to successful problem-solving.

Rung 3 also addresses the repair process itself. Your mechanic must understand how your bike should run in order to troubleshoot effectively. Sometimes you must answer his questions to help with the diagnosis or test the motorcycle to assess possible solutions. Similarly, in order for your company's compliance team to troubleshoot efficiently and effectively, your non-compliance personnel will often be enlisted to provide necessary information or to test possible solutions.

Rung 4 of the ROPE Ladder looks at ongoing education. To operate your motorcycle at maximum efficiency, you should reread portions of your operating manual from time to time. And, family members whom you allow to ride your bike need to learn its strengths and weaknesses. Orientation also is required for new personnel joining your company, and even the most seasoned veterans need periodic refreshers in internal policies and “the rules.”

As your motorcycle ages, its operating efficiency will change. Perhaps it takes longer to warm up than previously. Perhaps the shift from first to second gear becomes rough. For your company, established relationships create compliance dangers distinct from those faced by newer companies. Giving Dr. Smith football tickets on the 50-yard line because he promises more referrals is a problem you would likely face only after you have a well-established relationship.

Re-education is needed for new technology as well. When you purchase new brake pads, you must assess new optimum hand and foot movements for smooth braking. In the compliance context, your personnel will need to find a new method for verifying accurate claims submissions when you move from manual to electronic claims submissions because there may no longer be a piece of paper to be reviewed and approved.