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July 2005

Calvin Cole

Calvin Cole, vice president of sales and service for Hoveround, Sarasota, Fla, recently spoke with Rehab Management about what sets this company apart from others.

Q: How is Hoveround different from other providers of power mobility?
A: In a lot of ways, we are no different than any other rehab dealer in the industry. Hoveround focuses on providing high-quality, custom-fitted, and adjustable assistive technology. We buy from the same vendors as they do. However, we are registered with the FDA as a manufacturer, which is a requirement if you are assembling these types of medical products. In accordance with JCAHO and ISO, we have installed processes and procedures to assure that our products and service meet the very highest quality standards.

We are the only national provider in the industry that is both JCAHO-accredited for home medical equipment services and rehabilitation services and ISO 9001:2000 Certified. These quality standards really set us apart and speak to our commitment in controlling quality throughout every step in the process. Add a team of professionals dedicated to giving back freedom and mobility, and you will not find another company like Hoveround.

Q: Hoveround is perceived as a manufacturer that goes direct by cutting out the middleman and working directly with the end user. What advantages does this give Hoveround, and how does this benefit the end users?
A: The biggest advantage in a direct-to-consumer model is the ability to service the patient. Hoveround employs RTSs, ATSs, ATPs, as well as PT/OTs. We have the Dell model as it relates to our exclusive line of chairs. We take 100% responsibility for each and every client. When a patient travels to any hospital and is discharged using our chair, we are able to pick up and deliver, and service that chair anywhere in the United States upon patient discharge. For repairs, we have stocked service vehicles with every possible part for our line, therefore making our 100% first-time-visit, in-home repair rate that is unmatched in the industry.

Q: Does the fact that many of your staff and senior management are also clinicians give you an advantage with your patients, referrers, and insurers? If so, how?
A: Of course it does. Our people make the difference and drive our business. We understand that we are part of the health care system, and it is crucial that we have knowledgeable staff that can interface with clinicians, doctors, and insurance payors.

Q: How is the mobility market changing? Do you see yourselves as a market leader in responding to these changes?
A: The market is continuing to grow over the next two decades, and we will grow with it. With the population aging, the Medicare system will need both large and small providers. We are all in this together.

Over the next few years, you are going to see even more social acceptance of mobility equipment especially as the Baby Boomers age into their 60s. This new generation of Medicare beneficiaries just will not accept allowing their mobility to be taken away from them, and they will not want equipment that looks clinical, so manufacturers and providers will have to adjust to these new consumer attitudes.

Q: What is the biggest challenge Hoveround faces today?
A: Staffing. We have such an enormous demand for our products and services, and with the level of service that we provide, it is imperative that we continue to recruit, hire, and retain the highest qualified RTSs in our industry.

—By Chris Wolski

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