As we dive into a new year and a new decade supporting thousands of healthcare providers in their life-saving work, we take moment to look back at 2019 as a banner year for US Med-Equip. Our 16th year of service saw unprecedented growth as USME opened new offices, expanded our team and service area, increased our product inventory and added new services – all as part of our commitment to do whatever it takes to support the important work our hospital partners do every day to help patients heal.
USME opened seven branch offices in 2019: Lancaster, PA; Richmond, VA; Atlanta, GA; Albuquerque, NM; Columbia, SC; Miami, FL; and Jacksonville, FL, resulting in a total of 32 offices nationwide with 274 total employees, adding over 60 full-time employees.
In 2019, our equipment inventory reached a total of 40,000 movable medical devices—including respiratory, neonatal, infusion and other equipment—available for rent at a moment’s notice, with a record high of 20,000 pieces of equipment rented in November during the height of cold and flu season.
With our acquisition of MSP, Inc. in Lancaster, PA in April 2019, USME opened a dedicated Biomedical Repair Depot. Also new in 2019: we began providing turnkey system shutdown services for hospitals experiencing an emergency and planned shutdowns, and we successfully launched our Star Trax Asset Management Program at HCA St. David’s Hospital in Austin, TX.
With the help of our technology partners, USME designed a new mySMARTS customer portal interface, a new mySMARTS app, and a new USME.com website that will launch in February. These new online offerings will give our hospital partners quick, easy, transparent and seamless equipment rental information at their fingertips. These additions to USME’s technology suite are part of our commitment to providing the most advanced customer experience for healthcare providers seeking top medical equipment and the critical technology to manage it.
USME continually strives for ongoing operational excellence. In 2019, we achieved an industry-leading 98% fill rate and 3 hour and 13-minute average equipment rental delivery time, helping hospitals and medical staff treat patients with the highest quality, patient-ready movable equipment when they need it.
USME was re-certified for the ISO 9001:2015 for our equipment management processing system. Hospital partners gave USME high marks for consistently exceeding expectations as part of the International Organization for Standardization’s (ISO) quality management system’s rigorous certification process.
In 2019 USME maintained and solidified relationships with top Group Purchasing Organizations Intalere, Vizient, Premier, Vanderbilt Health Purchasing Collaborative, BayCare Health, Louisiana Children’s Medical Centers, and HCA’s North Florida and South Atlantic Divisions. These relationships help USME to serve over 2,200 facilities across the country, covering more than 35% of the nation’s hospitals. We also established over 300+ new partnerships with hospitals and other medical facilities, with 50+ additional hospitals choosing USME over their previous provider. In addition, USME successfully partnered with Smith and Nephew to service and promote NPWT within our USME hospital partner base.
Exceptional Customer Service
Our hospital partners head off to work each day to help save peoples’ lives. That’s nothing short of inspiring. USME has the privilege of supporting their important work, and we take tremendous pride in that opportunity. Whether transporting baby incubators and other life-support equipment to hospitals as a hurricane approaches or supplying additional breathing ventilators for hospitals before the flu epidemic strikes their community, each USME team member treats every order and every device as though it was intended to treat their own family member.
And throughout 2019, we heard from numerous hospital partners about our “above and beyond” customer service. Below are just a few examples that made us smile.
“They go out of their way to take care of us. They are true partners. I can’t say enough about the overall experience. I would recommend US Med-Equip to anyone, without a doubt, without any reservation. — Supply Chain Director, Gulf Coast Medical Center
“I wanted to reach out to let you know how much I appreciate Mandy and especially Malcom, in Columbia, SC for all their help this week [during Hurricane Dorian for last-minute NICU equipment needed for babies transferred to our hospital.] They are amazing. Kudos to Malcom for being the hero last night. I really appreciate the great service.” — RT Director, AU Medical Center
“We have been renting equipment [from US Med-Equip] for a while now and it has been a great experience. I want to give a shout out to Dustin, Team Lead in Louisville specifically who delivers and picks up the equipment. He is friendly, knowledgeable, and prompt when responding. He worked hard to get exactly what we needed very timely to take care of our critical NICU babies. I really have enjoyed working with him and appreciate his hard work!! Please let him know I said Thank you!” — Respiratory Care Clinical Supervisor, St. Elizabeth Healthcare
Awards and Recognitions
In 2019, USME was named to the Inc. 5000 list of Fastest Growing Companies for the 7th time. We also were recognized by the Houston Chronicle as a 2019 Top Workplace. The Houston Chronicle’s Top Workplaces ranking celebrates companies that are the very best at fostering a desirable working environment and keeping their employees empowered and engaged. Results were based on employee surveys about our positive company culture and shared mission to help our hospital partners and the patients they serve.
One of the joys of working for USME is the company-supported opportunity to give back to our community and the charities that are important to us. We were thrilled to go above and beyond our fundraising and donation goals in 2019, resulting in thousands of dollars and an abundance of toys and books collected for children in need at The Periwinkle Foundation, Shriners Hospital for Children, and the Ronald McDonald House. Learn more about USME Giving.
To our hospital partners, thank you for counting on USME for your medical equipment rental, sales, service and asset management needs. It is our goal in 2020 to continue to provide you with high-quality products, smart solutions, and exceptional customer service so you can focus primarily on the wellness of your patients.
Here’s to a great year!