Good documentation is the backbone of a successful DME operation. It protects your revenue, supports compliance and ultimately improves patient outcomes.
Many providers assume their contact logs are enough until they face a denial. Suddenly, those records are under review, and missing details can mean delayed reimbursements and lots of back-and-forth communication.
If that sounds familiar, it might be time to take a closer look at how you handle patient communication documentation. But don’t worry—we’re here to help.
Why Patient Communication Records Deserve a Closer Look
Most providers only review their communication records after a denial, when a payer requests proof of contact or documentation of patient outreach. Proactive audits can help you identify issues before they lead to compliance problems or care disruptions.
According to CMS Supplier Standards (specifically 16 and 20), providers are required to:
- Keep thorough records of all patient interactions, including contact attempts and communication outcomes.
- Maintain a complaint log with a documented process for tracking and resolving each issue.
These standards ensure patients clear communication, reminders for resupply, and timely support when problems arise.
Audits often uncover small but significant gaps that can impact care quality and compliance, such as:
- Missed or delayed outreach
- Unresolved complaints or follow-ups
- Inconsistent documentation between contact logs and claim records
Taking the time to review your records regularly helps strengthen both your compliance process and your patient relationships.
What Should a Communication Audit Include?
Once you decide to audit your records, focus on the areas that most often create compliance risk.
You don’t need a massive overhaul to make an impact, just a structured review process.
When auditing communication records, look for:
- Accuracy: Are contact logs and outreach notes complete and correct?
- Timeliness: Were follow-ups handled within policy timeframes?
- Completeness: Do complaint logs include how and when the issue was resolved?
- Consistency: Do your communication records align with your claims documentation?
Even quarterly spot checks can help identify trends that affect compliance and patient satisfaction.
Where AI Fits In (and Why You Still Need Human Oversight)
AI-driven outreach tools are becoming more common in DME operations. There are a few good reasons for this: They can automate reminders, track interactions, and flag missing data far faster than manual methods.
But automation doesn’t completely remove your compliance responsibility. AI can send reminders and record messages, but it can’t interpret tone, urgency, or emotion. And even when automated, all communication must still meet CMS documentation requirements.
That’s where human oversight makes the difference. Regular audits help ensure your technology supports (not replaces) meaningful patient engagement. AI improves consistency and efficiency, but humans still provide the context, empathy, and judgment that make communication truly effective.
Read more on this topic: How AI and Automation are Transforming the Future of Patient Communication
Build a Proactive, Compliant Patient Communication Process
To keep your communication records accurate and compliant:
- Maintain a clear complaint log and assign responsibility for follow-up.
- Schedule regular reviews of contact logs and patient outreach documentation.
- Train staff to accurately record every interaction and resolution.
- Work with a billing or automation partner (like Medbill) to align documentation and claims data.
Auditing your communication records may feel like an “extra” step, but it’s one that pays off in cleaner claims, stronger compliance and greater patient trust.
Need help auditing your patient communication logs? Get in touch with the Medbill team.
Or, keep reading: Maximize DME Resupply Profits: How to Build a Program That Drives Revenue
