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The Referral Roadblock:
Physicians & Providers
Tell All 

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In a competitive and evolving healthcare environment, securing consistent, high-quality referrals can make the difference between growth and stagnation. But what really drives referral decisions today? To find out, we surveyed healthcare professionals across the country to understand how they choose DME partners, the challenges they face, and what providers can do to stand out. Their answers reveal valuable insights—and clear opportunities—for DME businesses looking to strengthen their referral networks and grow their impact. 

State of the Relationship 
Half-Satisfied at Best: Most Providers Gave Their DME a 5 Out of 10

When it comes to satisfaction with their DME provider, healthcare professionals say there’s room to grow. On a scale of 1 to 10, 64% scored their partners between 4 and 7. The most common response? A shrug-worthy 5. 

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The Loyalty Factor

36

“I miss the days when I knew the reps by name and things were easier.”

Providers Want Simpler Systems & Smarter Support
What's one thing your preferred DME provider could do
to better support you or your patients? 

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Be on time

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Streamline customer service

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Provide clinical support

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More knowledgeable staff 

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Advocate for patients & provide up to date equipment 

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Respond to the patient, answer the phone

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Offer a better system for supply ordering

Group 37

53% of Providers Send Cash-Payers to Amazon 
When insurance doesn't cover a product, where do you
most often direct patients to purchase it?

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They’ll send patients to Amazon—if you don’t give them a reason to send them to you. 

Getting Products Right 
What Providers Want Most: Smarter, Lighter, Easier DME

What improvements do providers want to see in DME equipment? 

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“I need the ability to track and monitor usage of equipment.”

Patients Tell Them They’re Having Problems 

 3 out of 4
  Providers say patients report problems with DME

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Setup & Support 

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Delivery Delays 

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Customer Service 

Does It Matter Where DME Is Made? For Most, Yes

How much does product origin matter?

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“Quality product is more important than origin.”

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45

The Training Gap: Interest Is High, Engagement Is Low 

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Preferred Formats: 

50%

Webinars

37.5%

Short Videos

25%

In-Person Training

Final Thoughts 

Today’s referrals go to DME providers who build trust and clearly communicate their value. With most physicians rating DME satisfaction at just a 5 out of 10, offering value-added services like practical product training and timely updates on regulations and insurance changes can set you apart. In an industry plagued by lackluster customer service, you can also gain an edge with service levels to the provider like leveraging technology to ensure smooth patient transitions,  timely order fulfillment, and easy access to help.   
 
A reliance on online retail for cash-pay patients reveals missed opportunities to stand out by reaching out to referral sources to tailor inventory for this segment, offering an online storefront (we can help—just ask!), and reminding  referral sources that you’re equipped to support their patients better than a website. 
 
Product-wise, the professionals we surveyed are increasingly seeking equipment that is not only user-friendly but also offers the ability to remotely monitor or track patient usage. Even in a cost-driven landscape, clinical confidence can sway decisions, making it important to communicate the features and benefits of a product and why it’s right for a given patient. 

Become the Easy Choice 

Providers know what they need—but many aren’t receiving it. That’s a chance for you to step up, and Drive DeVilbiss Healthcare is here to guide you every step of the way. 

With the Revenue Blueprint we show you how to gain new referrals and stand out in your unique market. Whether you're working on building meaningful relationships with busy providers, standing out in managed care environments, or tailoring your retail offerings to your local market, our personalized Blueprint can help. 

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out with strategies tailored to your business.