WHAT WOULD SIMON DO?
This year of our 30th anniversary provides an opportunity to reflect on the mission of NRRTS.
Simon Margolis was the visionary who saw the need for defining best practice in the provision of Complex Rehab Technology (CRT). He gathered input from the CRT industry stakeholders to create the basis of NRRTS.
His inspiration and guidance is embedded in the role of the supplier. His vision was simple: consumer protection for people who rely on CRT. Knowing the supplier is qualified to provide seating and mobility services and is held accountable is important to the client and the clinicians.
HOW DO YOU PROVIDE THE BEST SERVICE?
1. WORK IN YOUR AREA OF EXPERTISE
No faking it here. Never done molded seating? Never installed and programmed a head array? Not sure about the optimal setup for a manual wheelchair? The solution is to work with a colleague who has the needed skill or get the continuing education you need. NRRTS provides a comprehensive library of content on all things seating and mobility.
2. COMMUNICATE, COMMUNICATE, COMMUNICATE
Most complaints from consumers are centered around the lack of communication. Keep your customer in the know by giving them all the information. How long will it take to deliver? What is the cost? What are the coverage issues? What are other options? How will follow-up service be provided? Keeping the customer in the know creates a working relationship that is key to achieving the best outcomes.
3. BE AN ADVOCATE
In the CRT world, there are many examples of people fighting to get coverage for services. Some take years to fight denial after denial. It is exciting on one hand, to see the customer prevail. But, on the other hand, why is there such a long battle to receive the best technology? How does it help the next person who needs this technology? What is the supplier’s obligation to support and participate in the struggle? Every CRT supplier is an advocate. That is just part of the job.
KNOWING THE SUPPLIER IS QUALIFIED TO PROVIDE SEATING AND MOBILITY SERVICES AND IS HELD ACCOUNTABLE IS IMPORTANT TO THE CLIENT AND THE CLINICIANS.
After 30 years, these three factors are still relevant. NRRTS Registrants represent the best of the best. They channel Simon’s vision to provide consumers the best service by being knowledgeable, transparent and an advocate.
What would Simon do?
He would continue to expand his knowledge and skill through continuing education.
He would clearly communicate with CRT consumers on the issues that affect access to appropriate technology.
Simon would register for the NRRTS/NCART CRT Conference Fly-In. He would enlist his customers to register as well. He would make sure that access issues, coverage issues, etc. were understood by all. By working together, changes are possible.
That’s what Simon would do.
What will you do?