DME Reorder Rate Improvement & Patient Engagement Strategy
Structured resupply engagement doesn't just protect revenue — it keeps patients on therapy. Published research shows CPAP patients enrolled in a mask and cushion resupply program maintain 77% adherence, compared to 59% for those without one.¹ CGM tells a similar story: Medicare beneficiaries who reorder supplies through a DME provider reach 78% adherence at 12 months, versus 64% through a pharmacy channel.² For DME companies and other recurring-revenue healthcare organizations, reorder rates are a direct measure of both patient care continuity and business health. When patients miss reorders, revenue suffers, and gaps in care can worsen outcomes. Most reorder rate problems aren't patient problems — they're process problems. Southland Healthcare Advisors identifies the specific
workflow, communication, and engagement failures driving your reorder shortfalls and implements the systems to fix them.
Footnote/Citation
¹ Positive Airway Pressure Therapy Adherence with Mask Resupply: A Propensity-Matched
Analysis. PMC7917762.
² Exploring the Impact of Device Sourcing on Real-World Adherence and Cost Implications
of Continuous Glucose Monitoring in Patients With Diabetes. JMIR Diabetes, 2024.
How We Help You
Analyze your current reorder data to identify where patients are dropping off in the resupply cycle
Map your outreach and follow-up workflows to identify gaps, delays, and missed touch points
Design a proactive patient engagement cadence using calls, text, and written outreach at the right intervals
Build or improve call center scripts and agent training for outbound reorder and resupply calls
Develop patient education materials that increase understanding of resupply benefits and reduce refusal rates
Create reporting and performance management practices that hold teams accountable for reorder outcomes
Our Approach
Step 1: Data assessment
We analyze your reorder rates by product, payer, diagnosis, and time period to pinpoint the gaps
Step 2: Process review
We map your current outreach workflows and identify where patients are slipping through
Step 3: Intervention design
We build the outreach cadences, scripts, and training needed to close the gaps
Step 4: Performance tracking
We establish the metrics and accountability needed to sustain improvement
Who This Is For
We work primarily with DME and HME companies — particularly those serving patients with CPAP, respiratory, diabetic supply, ostomy, wound care, or urological product needs — as well as chronic care management and RPM organizations focused on ongoing patient engagement.