“Avoiding Vendor Benders”

1. “Avoiding Vendor Benders” How NOT to get the wrong device! Cindi Pichler, MS, CRC, ATP Independence First Laura Plummer, MA, CRC, ATP Stout Vocational Rehabilitation Institute

2. What Are The Most Frequent Causes of “Fender Benders???” • Speeding • Tailgating • Inattention • Overconfidence

3. What Are The Most Frequent Causes of “Vender Benders???” • Lack of information • Getting the wrong equipment • Lack of training • Repairs / Warrantees • Funding • The Unexpected

4. Similarities The Challenges, decisions and risks involved in purchasing and using adaptive equipment are similar to those of purchasing and driving cars.

5. Similarities, continued

6. Best Practices Begins: Statewide group of AT providers comes together (2005) • Concerned about vendor practices • No clear industry standards covering all areas of practice • Marketing Tactics • Misleading information • Expertise boundaries • Service standards • Customer Service

7. Best Practices Begins • 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

8. The Participants

9. Participants • 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

10. Best Practices Goals • Establish “Best Practices” for AT Assessments and Vendors • Empower consumers • Solidify essential consumer skills

11. Best Practices Outcomes Two documents: • Purchasing Equipment - expectations consumers and funders should have when purchasing equipment • Assessment - expectations consumers and funders should have when getting an Assistive Technology assessment

12. Best Practices for Vendors Introduction • Assistive technology devices may be obtained or purchased from medical equipment dealers, manufacturer representatives, private sales agents or non-profit agencies

13. Why We Want You To Be Careful

14. Why We Want You To Be Careful - 2

15. 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

16. 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

17. General Responsibilities • Gather comprehensive background information • Disability information • Functional limitations • Functions needs • Individual’s Goals • Environment where it is needed

18. Best Practices for Vendors General Responsibilities 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

19. Expectations • 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

20. Financing Process • 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

21. 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

22. 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

23. 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

24. 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

25. End Goal Vendors will base their recommendations solely on meeting the customer’s needs, in the most cost-effective manner

26. Best Practices for Assessments: Introduction • 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.

27. 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?

28. 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?

29. Assessments: Qualifications • Assistive Technology Professional (ATP) • RESNA (www.resna.org) • PT / OT / SLP • Medical Providers • Medical equipment suppliers • Sales Vendors • Manufacturer Representatives • Community rehabilitation providers

30. Assessments: Referrals • School • Workplace • Community • Home • Rehab Facility • Consumer • Vocational Rehab • Schools • Long Term Care • VA

31. Assessments: Referrals - continued 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?

32. Assessments: Expectations • 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)

33. Assessments: Expectations • 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

34. Assessments: Expectations - continued • Potential funding alternatives for the equipment • Maintenance, warranty,ongoing service options • The anticipated cost of the equipment, training and maintenance

35. How Do You Know What To Get?

36. Consumer Skills • Bring your best consumer skills to the party • Kick the tires • Take it for a test drive • Check with others • Trust your gut!

37. Vendors – Pros / Cons 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

38. Medical Professionals Pros/Cons 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

39. Community Social ServicesPros/Cons Pros Understand funding issues Know local resources for help Practical knowledge of day to day issues Cons Limited medical knowledge Limited product knowledge Wide variety of skill or knowledge levels

40. The Missing Link???? You

41. You know you 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?

42. Use Your Resources • Independent Living Centers • Disability Organization Loan Closets • Used Equipment Resale • Other organizations

43. Look Around for Common Solutions • Misconception that all disability accommodations need to be “special” • Some of the most useful items are easily found in “regular” stores

44. Avoiding Vendor Benders Conclusion • Driving and AT require similar consumer skills • Similar pitfalls and similar rewards

45. Contact Us • IndependenceFirstMilwaukee, WI 53204www.independencefirst.org414-291-7520cpichler@independencefirst.org • Stout Vocational Rehabilitation InstituteMenomonie, Wisconsinwww.uwstout.edu/svri715-232-3300plummerl@uwstout.edu