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/svri715-232-3300plummerl@uwstout.edu

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