How A Medical Device Company Improved Patient Care with Predictable STAT Deliveries
Overview
Excel Courier provided time-critical medical deliveries for a global corporation specializing in wound care therapy. In June of 2024, we implemented a dedicated driver model in our client's Maryland market to address high-volume on-call STAT deliveries, providing the same drivers, vehicles, and internal operational support committed to these deliveries. This ensured timely equipment delivery, consistency in service, reduced delivery and paperwork errors, and improved overall efficiency.
Challenge
The client faced a significant challenge in managing a high volume of STAT deliveries, particularly in their Maryland market. The demand for immediate delivery of wound care therapy medical equipment and supplies was overwhelming, and traditional as-needed delivery methods were proving challenging to keep up with the demand. Due to their volume, daily on-call STAT deliveries were expensive, often required different drivers, and were reliant on driver proximity to the pickup location.
Solution
Excel Courier implemented a dedicated driver model to address the client's needs. This approach involved assigning specific drivers solely to the client's deliveries six hours per day on Mondays, Wednesdays, and most Fridays, ensuring a high level of focus and responsiveness. This enables the client to guide the driver as needed over the six-hour period and complete as many urgent deliveries as possible within that time frame.
The solution was for the client to build familiarity with the driver for consistent and immediate service. The driver had intimate knowledge of their scope of work, including Excel Courier's established system for handling the assignment of benefits and photos, utilizing mobile technology to streamline processes and reduce turnaround times.
Key Benefits
- Timely Deliveries and Paperwork: The dedicated driver model ensured that medical equipment and supplies were delivered promptly to patients, minimizing disruptions to their care. The drivers became familiar with in-depth knowledge of delivery locations and processes, accelerated deliveries, and reduced errors. They also expedited the paperwork process, which included documentation of the assignment of benefits and uploading photos of the units for the client's online viewing.
- Predictable Costs: A flat rate model provides a consistent budget, allowing the client to plan expenses effectively and avoid unexpected cost fluctuations. This predictability was especially beneficial for STAT deliveries, which can often incur overtime charges or additional fees due to urgent requests. By knowing the exact daily cost, the client could better allocate resources and manage their overall budget.
Results
The implementation of the dedicated driver model resulted in significant improvements for the client. Delivery times were reduced, patient satisfaction increased, and the overall efficiency of the medical technology company's operations was enhanced.
Key Learnings
- Dedicated Drivers for Timely Deliveries: Assigning specific drivers solely to a client's deliveries can significantly improve turnaround times and ensure consistent service. Our experience in Maryland demonstrated that dedicated drivers, familiar with delivery locations and processes, can reduce errors and accelerate deliveries. Although each on-call STAT Excel Courier driver would receive step-by-step instructions and careful observation of our dispatch team, it is beneficial to have a driver who knows the intricate details of your account.
- Predictable Costs for Budgetary Control: Implementing a flat rate model for dedicated driver services can provide clients with a predictable budget, allowing for better resource allocation and financial planning. This is especially valuable when dealing with the variable costs associated with on-call STAT deliveries.
- Streamlined Paperwork for Efficiency: Utilizing mobile technology to capture and process paperwork, such as the assignment of benefits, can streamline operations and reduce errors. This is particularly beneficial for high-volume STAT deliveries where time is of the essence.
The Excel Team
The Excel Team: Dec 12, 2024 8:21:12 AM
