Finding A Good Orthopedic Equipment Supplier

Late shipments, slow repairs, rude service. A bad orthopedic equipment supplier doesn't just cost you time and money; they can seriously set back your patients' recovery. 

Here are four things to look out for when choosing a supplier for your practice or hospital: It's a decision that affects your practice for years, if not decades. 

1. Inventory, Shipping, and Delivery 

The frustrating truth is that not all suppliers keep accurate inventory. Their website may claim that your continuous passive motion machine (CPM) can ship in two days, only to reveal that it's on a three-month backorder, or that shipping to your address requires an extra fee. This sort of discrepancy can set recovery back by weeks: If a surgery occurs before the CPM arrives, the patient's rehab schedule is essentially on hold.

The solution

When researching an equipment supplier, check their reviews for shipping and delivery stories. Better yet, read their FAQs or chat with customer service to get a sense of how their process works. If they're transparent about fees, timelines, and service areas, that's a good sign. 

1. Repairs 

Some suppliers do just that—they supply the physical machine, but none of the knowledge or repair services that keep it running. If a cold therapy machine or CPM breaks, the last thing a patient wants to hear is "Check the manual" or "The spare parts will arrive in a few weeks." At best, they have to troubleshoot themselves or call you for help. At worst, their surgery or rehab schedule gets delayed while the supplier scrambles to find a solution. 

The solution  

A good supplier has in-house expertise. For example, at the medcom group, we maintain strong relationships with our manufacturers and receive training directly from them. This means that if your machine breaks, we don't refer you to a third party; we have both the spare parts and know-how to get it running again. 

1. Product Knowledge 

Stocking a product is one thing: Understanding it is quite another. With so many makes, models, and accessories out there, suppliers need to keep up their industry knowledge. Otherwise, a hospital may receive a shipment of replacement pad kits that are incompatible with their current CPM. Similarly, an inexperienced supplier may assume that orthopedic braces are based on clothing size, not anatomical measurements. This sort of misunderstanding can delay care by weeks. 

The solution 

When shopping for a supplier, take a look at their product descriptions. If the site shares their own how-to videos and explains how the equipment actually works, that's a good sign. If they only share the product's benefits in a vague way, it's worth calling them up for more information. If customer service can't answer your questions or immediately refers you to someone who does, that's a bad sign. 

When in doubt, ask yourself this: Do you want the supplier that explains "the cooling range is 43°F - 59°F and takes distilled water or alcohol solution"? Or the one that says "Cools down instantly"? 

1. Customer Service and Final Thoughts

At the risk of sounding too obvious, good businesses are built by good people. If customer service is slow to respond but quick to shift blame to the manufacturer or even the patient, you already know that you don't want to work with them. 

A good orthopedic supplier team is knowledgeable, helpful, and truly committed to helping you and your patients on the healing journey. That's something we've been building at the medcom group since 1988, and we're proud to have The Joint Commission's Gold Seal of approval. We're a small business, but we are in it for the long haul to support your patients’ health and recovery.

Learn more about the medcom group’s stellar record of customer service here.