Understanding the Experiences of Durable Medical Equipment Coordinators Through an Embedded Case Study

Author

• Patricia Rodriguez, University of the Incarnate WordFollow

Date of Degree

8-2026

Document Type

Dissertation

Degree Name

Doctor of Philosophy (PhD)

Program

Education

Advisor

Arthur Hernandez

Advisor

Joan Labay-Marquez

Advisor

Jacquelyn Poplawsky

Abstract

This qualitative case study investigated the experiences of service coordinators who support adults age 65 and over who reside independently during the early stages of durable medical equipment (DME) requests. The study explored how coordinators navigated communication pathways, managed administrative responsibilities, and responded to systemic obstructions involving timeliness and quality of care. A two-cycle coding process was used to obtain and analyze semi-structured interviews, field notes, and observational data. Service coordinators experienced significant, simultaneous, and multi-level delays in developing DME referrals due to fragmented communication, ambiguous staff roles, inconsistent workflows, and administrative bottlenecks. Coordinators performed considerable moral and emotional labor and often advocated for vulnerable patients when systemic constraints stunted the timely provision of care. External influences such as vendor backlogs, insurance authorization delays, and pandemic-related disruptions also hampered coordination and work. Nevertheless, coordinators showed exemplary concern for patients’ welfare and used flexible coping tools to deal with challenging cases. The study recommended improvements at both organizational and individual levels. Organizational recommendations included clarifying roles, standardizing communication pathways, integrating supportive technologies, and recognizing the emotional labor of coordinating work. Recommended strategies at the individual level were targeted training, tools to reduce cognitive load, and opportunities for peer learning. Such changes can decrease delays to early DME requests, increase coordinators’ efficiency and job satisfaction, and improve continuity of care for older adults aging in place. The findings emphasize the need for robust communication systems, as well as institutional capacity for timely, patient-centered delivery of access to essential home-based medical equipment.

Recommended Citation

Rodriguez, Patricia, "Understanding the Experiences of Durable Medical Equipment Coordinators Through an Embedded Case Study" (2026). Theses & Dissertations. 490.
https://athenaeum.uiw.edu/uiw_etds/490