follow up on Aspen referral prcess
Barnhart Prosthetics
Description
Collection
Title:
follow up on Aspen referral prcess
Creator:
Barnhart Prosthetics
Date:
2/22/2018
Text:
Hello all,
To follow up on my email yesterday, which is attached below, I am copying the response from Aspen I received this morning. It is in my opinion favorable and the way all manufacturers should refer inquiries, simply to all facilities available in their area, and let them choose.
So thanks Aspen.
Sincerely,
Nathan Keepers, CPOBarnhart Prosthetic and Orthotic Services, Inc.
--------------------Mr. Keepers,
Thank you for contacting XXXXXXXX to bring to our attention our dated process whereby our Customer Service reps would direct individuals seeking Aspen products to XXXXXX clinics. In our effort to quickly and conveniently process these requests within the limitations of our ERP system, we failed to support our valued independent O&P customers. I apologize for this oversight as this imperfect process was never intended to drive your patients away from you. We appreciate your confidence in our products to treat your patients and regret that this issue caused concern for you and possibly other customers.
Last week we began seeking ways to add technology to our website similar to a way in which you described, directing individuals to providers who maintain inventory of our products. This will take us some time and will obviously require the approval and cooperation of our customers, some of whom purchase indirectly through our distribution partners. We want to get this correct so I ask for your patience while we identify the appropriate technology and solution. Until this is available, I have asked our Customer Service team to direct inquires regarding Aspen providers to our Sales department so that we can do the necessary research to connect the callers to all local providers.
Please contact me directly if you wish to discuss this further or have other suggestions.
Regards,
----------------------
My Original email:
Hi Everybody,
Just to let you know, we had a patient that we had previously seen in our office for another device. They researched online and found the Aspen Scoliosis Brace on their own. We provide this brace, and have had good results. The patient called Aspen directly and asked them where they could get it. They were directed to a large national provider who is the most likely to be your competitor. They asked, isn't there anyone closer than their office who is 1 hour away. They said no. They said, I have gone to Barnhart Prosthetic and Orthotic, and they are right here in my town, would they have it. They were told no, the large national provider who is an hour away is who they should go to. I am pretty darn sure we provide more aspen products than this other office, which we also have an office in the same town of. We called, asked about the town we are in with the competitor, anonymously, to see where we should get that brace. Same result, national provider, when asked about alternatives, my office person was told H...Large national provider carried their full line of products and was the best place to start.
I contacted our rep, who I believe when he said this was a problem, would try to get it worked out. That was 2 weeks ago, my office person just tried again, for Sacramento, which we are not at. Same result, large national company. Let our rep know, here is his response:
Thanks Darrel. I brought this to my managers attention and apparently this has been our policy for some time. However there is a review going on and reconsideration on this one particular. All The reps are all in favor of changing this policy for obvious reasons. The main reason we dont forward patients to the local rep is due to HIPPA concerns. I know its overkill, but that was the primary reason given for the policy. Also our CS reps dont have the local knowledge of other referral sources handy other than Hanger. I will let you know if there is a change. Please accept my apologies since this does impact you directly.
I think now would be a good time, since it is up for reconsideration, for anyone who is not part of one large national provider to, 1. call Aspen yourself, see if they will refer to you, which is unlikely at this point, then 2. Contact your rep and voice your encouragement of changing their procedures on referrals
Maybe they could refer to their already best local customer, or at least a list of all offices who already provide their products in their area. Or, I'm not a tech guy, but I would guess they could put one of those, enter your zip and a radius, and a listing of providers, or map pops up with all the providers, and when called, do that and give them the list. Interestingly on their contact page, SPS is their only listed distributor also, which is where we rarely would get it from, never if possible.
I'm sure that the large national provider is their largest purchaser of their products, but it will likely only follow that they are 1/3, and independents make up the other 2/3, if that is how their market share relates, rough figures.
If you are an independent provider who provides Aspen producsts like we are, please encourage Aspen to change this ridiculous policy, as they are disrespecting you with it.
Thank you,
Nathan Keepers, CPOBarnhart Prosthetic and Orthotic Services, Inc.
To follow up on my email yesterday, which is attached below, I am copying the response from Aspen I received this morning. It is in my opinion favorable and the way all manufacturers should refer inquiries, simply to all facilities available in their area, and let them choose.
So thanks Aspen.
Sincerely,
Nathan Keepers, CPOBarnhart Prosthetic and Orthotic Services, Inc.
--------------------Mr. Keepers,
Thank you for contacting XXXXXXXX to bring to our attention our dated process whereby our Customer Service reps would direct individuals seeking Aspen products to XXXXXX clinics. In our effort to quickly and conveniently process these requests within the limitations of our ERP system, we failed to support our valued independent O&P customers. I apologize for this oversight as this imperfect process was never intended to drive your patients away from you. We appreciate your confidence in our products to treat your patients and regret that this issue caused concern for you and possibly other customers.
Last week we began seeking ways to add technology to our website similar to a way in which you described, directing individuals to providers who maintain inventory of our products. This will take us some time and will obviously require the approval and cooperation of our customers, some of whom purchase indirectly through our distribution partners. We want to get this correct so I ask for your patience while we identify the appropriate technology and solution. Until this is available, I have asked our Customer Service team to direct inquires regarding Aspen providers to our Sales department so that we can do the necessary research to connect the callers to all local providers.
Please contact me directly if you wish to discuss this further or have other suggestions.
Regards,
----------------------
My Original email:
Hi Everybody,
Just to let you know, we had a patient that we had previously seen in our office for another device. They researched online and found the Aspen Scoliosis Brace on their own. We provide this brace, and have had good results. The patient called Aspen directly and asked them where they could get it. They were directed to a large national provider who is the most likely to be your competitor. They asked, isn't there anyone closer than their office who is 1 hour away. They said no. They said, I have gone to Barnhart Prosthetic and Orthotic, and they are right here in my town, would they have it. They were told no, the large national provider who is an hour away is who they should go to. I am pretty darn sure we provide more aspen products than this other office, which we also have an office in the same town of. We called, asked about the town we are in with the competitor, anonymously, to see where we should get that brace. Same result, national provider, when asked about alternatives, my office person was told H...Large national provider carried their full line of products and was the best place to start.
I contacted our rep, who I believe when he said this was a problem, would try to get it worked out. That was 2 weeks ago, my office person just tried again, for Sacramento, which we are not at. Same result, large national company. Let our rep know, here is his response:
Thanks Darrel. I brought this to my managers attention and apparently this has been our policy for some time. However there is a review going on and reconsideration on this one particular. All The reps are all in favor of changing this policy for obvious reasons. The main reason we dont forward patients to the local rep is due to HIPPA concerns. I know its overkill, but that was the primary reason given for the policy. Also our CS reps dont have the local knowledge of other referral sources handy other than Hanger. I will let you know if there is a change. Please accept my apologies since this does impact you directly.
I think now would be a good time, since it is up for reconsideration, for anyone who is not part of one large national provider to, 1. call Aspen yourself, see if they will refer to you, which is unlikely at this point, then 2. Contact your rep and voice your encouragement of changing their procedures on referrals
Maybe they could refer to their already best local customer, or at least a list of all offices who already provide their products in their area. Or, I'm not a tech guy, but I would guess they could put one of those, enter your zip and a radius, and a listing of providers, or map pops up with all the providers, and when called, do that and give them the list. Interestingly on their contact page, SPS is their only listed distributor also, which is where we rarely would get it from, never if possible.
I'm sure that the large national provider is their largest purchaser of their products, but it will likely only follow that they are 1/3, and independents make up the other 2/3, if that is how their market share relates, rough figures.
If you are an independent provider who provides Aspen producsts like we are, please encourage Aspen to change this ridiculous policy, as they are disrespecting you with it.
Thank you,
Nathan Keepers, CPOBarnhart Prosthetic and Orthotic Services, Inc.
Citation
Barnhart Prosthetics, “follow up on Aspen referral prcess,” Digital Resource Foundation for Orthotics and Prosthetics, accessed November 24, 2024, https://library.drfop.org/items/show/208700.
