We had an excellent apnea monitor program, but looking at national and local competitors, we really couldn't compete. We had to look at profit margins and profitability, so we made the decision to divest out of the apnea monitor program.

We pride ourselves on clinical and home assessments and doing appropriate instruction in the home. That affects the clinical outcomes and the complaint rate.

Faster communication and faster service is essential to meeting our customers' needs. With our real-time vehicle tracking and communication system, we can actually see the location of each of our vehicles on a computerized map. Our dispatchers and our employees can send and receive messages through the communication system.

We had some people say that making a referral to Arcadian was not an easy process. We had an outdated answering system, and people would end up on terminal hold.

Our differentiating factors are our employees and the outstanding services we provide to our customers. While high-tech systems have been implemented to complement our business, we have remained very high-touch with our customers.

I refer to them as mobile warehouses.