cindi pichler, ms, crc, atp independence first laura plummer, ma, crc, atp stout vocational...
TRANSCRIPT
Cindi Pichler, MS, CRC, ATP Independence FirstLaura Plummer, MA, CRC, ATP Stout Vocational Rehabilitation Institute
How NOT to get the wrong device!
“Avoiding Vendor Benders”
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Speeding Tailgating Inattention Overconfidence
What Are The Most Frequent Causes of “Fender Benders???”
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Lack of information Getting the wrong
equipment Lack of training Repairs / Warrantees Funding The Unexpected
What Are The Most Frequent Causes of “Vender Benders???”
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The Challenges, decisions and risks involved in purchasing and using adaptive equipment are similar to those of purchasing and driving cars.
Similarities
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Similarities, continued
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Concerned about vendor practices No clear industry standards covering all areas of
practice Marketing Tactics Misleading information Expertise boundaries Service standards Customer Service
Best Practices Begins: Statewide group of AT providers comes together (2005)
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Consumers often do not know what they need and must rely on assessments and vendors for recommendations
Funding sources often do not know if recommendations are appropriate
Vendors want to make a sale
Best Practices Begins
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The Participants
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Center for Deaf-Blind Persons Center for the Deaf and Hard of Hearing DHS-Office for the Blind and Visually Impaired DHS-Office for the Deaf and Hard of Hearing DHS-Office of Resource Center Development DWD-Division of Vocational Rehabilitation Goodwill Industries of Southeastern WI, Inc. IndependenceFirst Milwaukee County Department on Aging UW-Milwaukee College of Health Sciences UW-Stout Vocational Rehabilitation Institute WisTech
Participants
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Establish “Best Practices” for AT Assessments and Vendors
Empower consumers Solidify essential consumer skills
Best Practices Goals
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Two documents:1. Purchasing Equipment - expectations
consumers and funders should have when purchasing equipment
2. Assessment - expectations consumers and funders should have when getting an Assistive Technology assessment
Best Practices Outcomes
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Assistive technology devices may be obtained or purchased from medical equipment dealers, manufacturer representatives, private sales agents or non-profit agencies
Best Practices for Vendors Introduction
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Why We Want You To Be Careful
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Why We Want You To Be Careful - 2
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Vendors must have sound knowledge of anatomy, physiology, disabling conditions, and disease processes relevant to the technical aspects of the equipment they provide. In order to gain and maintain this knowledge, vendors will regularly engage in self-guided study and/or attend courses, seminars, trade shows, and other continuing education activities.
Vendor Qualifications
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Sound knowledge can be defined as having the educational background, professional or personal experience or a combination thereof to provide comprehensive information and services to the consumer. This may be in the form of formal education, professional certification or in-depth training by a product manufacturer.
Vendor Qualifications
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Gather comprehensive background information
Disability information Functional limitations Functions needs Individual’s GoalsGoals Environment where it is needed
General Responsibilities
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Explain the range of options that could meet the needs of the consumer, including free technology, no-tech to high tech options, commercially available technology or custom-fabricated technology
Best Practices for Vendors General Responsibilities
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Be transparent Remain objective Use appropriate tools and measurements Provide delivery, fit and adjustment of equipment Provide complete instruction of proper use Provide maintenance and repair information Provide information about when the consumer may
be eligible for an equipment update from a funding source, where applicable
Expectations
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Disclose the exact costs, copayments or reimbursement requirements
Provide information on applicable funding resources
Obtain prior authorizations or other required approvals for purchase when needed before ordering equipment
Financing Process
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Provide a demonstration or loaner device when possible
Provide referrals to other users of that piece of equipment to obtain peer feedback, if available
Purchasing Decisions
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Provide clear information about their ability to provide long-term service and support for equipment, whether at the vendor or manufacturer level
Maintain knowledgeable,
skilled and highly-trained
staff to provide training
Ongoing Support and Service
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Maintain an adequate inventory of replacement parts in order to provide timely service or repair, if applicable
Provide a loaner device if available or assist with location of a loaner device if repairs are needed.
On-going Support and Service
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On-going Support and Service- continued
Provide a written estimate of cost and time required for repair work, if applicable
Provide clear information about the equipment warranties and response times for services
Maintain adequate levels of professional liability insurance and/or product liability insurance, if appropriate
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End Goal
Vendors will base their recommendations solely
on meeting the customer’s needs, in the most cost-
effective manner
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• AT assessments may be obtained from rehabilitation providers who are employed in settings such as medical facilities, universities, schools, non-profit agencies or in a private practice. While certification is not required, it can be beneficial.
Best Practices for Assessments: Introduction
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A vendor was asked to provide a wheelchair for a nursing home resident. In order to “eliminate the trip charge” for the assessment he measured the man’s twin brother rather than the user himself.
Does This Sound Right To You?
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A person with a hearing impairment requested an assessment for appropriate phone and alert devices.
This is what she already had.
What Does This Person Need?
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• Assistive Technology Professional (ATP)• RESNA (www.resna.org)• PT / OT / SLP• Medical Providers• Medical equipment suppliers• Sales Vendors• Manufacturer Representatives• Community rehabilitation providers
Assessments: Qualifications
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• Consumer• Vocational Rehab• Schools• Long Term Care• VA
• School• Workplace• Community• Home• Rehab Facility
Assessments: Referrals
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Supply the following information to the assessment provider: What are the consumer’s goals? Why are you referring this person? What is the functional outcome desired? What comprehensive background information should be shared?
Assessments: Referrals - continued
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Description of the consumer’s disability as it relates to the assessment and relevant background information
The type(s) of assistive technology solutions that were assessed and the pros/cons of each
The type(s) of assistive technology being recommended
Training needs for the recommended device(s)
Assessments: Expectations
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How and why the equipment will specifically meet the consumer’s needs
How the decision was reached (e.g. physical assessment with a variety of options, funding options available, etc.)
Where or from which vendor the appropriate equipment can be purchased
Outline of costs for the recommendations
Assessments: Expectations
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Potential funding alternatives for the equipment
Maintenance, warranty,ongoing service options
The anticipated cost of the equipment, training and maintenance
Assessments: Expectations - continued
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How Do You Know What To Get?
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Bring your best consumer skillsconsumer skills to the party Kick the tires Take it for a test drive Check with others Trust your gut!Trust your gut!
Consumer Skills
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Pros: Know the products best Given the right information they can
help distinguish between versions and options
Cons: Vendors are in business to make a
sale. This is not wrong…… it is reality
Vendors – Pros / Cons
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Pros: Understand the medical issues Neutral resource for assessment
Cons: Limited time May not be able to visit your home/worksite May not understand funding issues May not have a “big picture” perspective
Medical Professionals Pros/Cons
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Pros Understand funding issues Know local resources for help Practical knowledge of day to day
issuesCons Limited medical knowledge Limited product knowledge Wide variety of skill or knowledge
levels
Community Social ServicesPros/Cons
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YouYou
The Missing Link????
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You know youyou How your disability is affecting you physically
and emotionally What your caregiver options/needs are What your finances look like You understand your environment-your
home, vehicle, etc
What Do You Bring To The Table?
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Independent Living CentersDisability Organization Loan ClosetsUsed Equipment ResaleOther organizations
Use Your Resources
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Misconception that all disability accommodations need to be “special”
Some of the most useful items are easily found in “regular” stores
Look Around for Common Solutions
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Driving and AT require similar consumer skills
Similar pitfalls and similar rewards
Avoiding Vendor Benders Conclusion
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IndependenceFirstMilwaukee, WI 53204www.independencefirst.org414-291-7520cpichler@independencefirst.org
Stout Vocational Rehabilitation InstituteMenomonie, Wisconsinwww.uwstout.edu/[email protected]
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