Customize and Educate

• By Nikolay Voutchkov, Melissa Jackson
• Sep 01, 2005

Company Name: Custom Mobility Inc.

Location/Contact Info: Bruce D. Bayes, president
7199 Bryan Dairy Road
Largo, FL 33777-1502
http://custom-mobility.com

Established: 1976

Types of products sold: Power and manual wheelchairs, custom seating components and cushions, standers, scooters and strollers.

Size of Company:CMI has a staff of 78 employees. There are eight CRTS, two RTS and five full-time certified service technicians in the field, covering the state of Florida, coast to coast, from Gainesville to Miami.

Q: Tell us about the innovations of your store.
A:Automation of a historically paper-orientated business. Calls from customers are entered into the computer system as electronic intake forms. Evaluations are scheduled electronically and customer information is transmitted via the Web to sales reps' laptops in the field. Sales reps enter evaluation, customer and chair information and transfer information back electronically via the Web to the home office. Electronic folders and forms are created automatically and accessed via computers by funding, purchasing, manufacturing, fabrication, production, accounting and customer service. All back office operations that traditionally involve paper, including faxing and document storage, are handled electronically allowing quick and multiple access by employees processing the jobs.

Q: What is something you have learned from your experience in the HME industry?
A:There are many companies out there that don?t have the knowledge to provide the most appropriate piece of equipment for their client. The client and the industry suffer from these inadequacies.

Q: Do you think the HME industry is changing?
A:Reimbursement, along with governmental regulations, will cause major changes over the next few years. HME and home care has always been the most cost-effective and preferred method of filling the needs of people with disabilities. Unfortunately, the HME industry has been severely challenged by constant reimbursement cuts, which in many cases simply denies the equipment to those most in need. Education of the legislators, payers and general public, will be necessary for this erosion to be halted. I have never seen a study of any type where nursing home or hospital care was more cost-effective than home care. When will this country recognize this, reverse the trend, and build up and support home care instead of destroying it?

Q: How do you think the industry could be improved?
A:Requiring education for the people funding equipment.

Fun Fact: Our work with Sailability Greater Tampa Bay Inc. The CMI team successfully adapted a "joy stick controlled sailboat" to a Sip & Puff control mechanism. These electronic adaptations, along with the fabrication of a seating system, enable ventilator dependent quadriplegics to ?solo sail.? Pictures of Lynn Moyers sailing are on our Web site. Click on "Links" then "Alternative Controls & Sailing."

This article originally appeared in the September 2005 issue of HME Business.