Mobility aide supplier finds values mirrored by OMNI, says VP
Thursday, October 27, 2005 -- Craig Anderson
When ‘Therapy Supplies’ launched its ‘long-term care partnership’ program three years ago, the independent mobility aids supplier was looking to provide service distinct from its larger multinational competitors, but also to do so in a truly resident-focused way.

Although their distinct long term service model – a comprehensive maintenance and educational approach – is still reliant on therapist input (The “assistant devices program,” which provides funding for mobility products, requires it), a creative shift in service perspective was deemed necessary to remain both resident-focused and competitive.

“We asked ‘what can we provide to the homes to make the quality of life for residents better?’ and work it from that perspective – let’s make the home our client as well,” says Don McKay, vice president.

“Where we saw a need was in consistency of maintenance, let’s look at who is using what wheelchair for example, regardless of where it was purchased, and who made the money. A maintenance provider can offer so much value,” says McKay.

Therapy Supplies recently formed a partnership with OMNI to be their exclusive mobility devices supplier. The Toronto-based company is the preferred vendor in over 280 homes across Ontario.

As they have begun this practical service shift, says McKay, Therapy Supplies staff are increasingly learning what specific needs different homes have. Through weekly maintenance visits staff provide ongoing advice and suggestions. More importantly for OMNI, in-services on positioning – offered to PSWs and RNs – acts as a preventative measure for the “Healthy Living, Healthy Skin” wound care program.

“Every home is different, everyone has different concerns, but many of the concerns are universal,” says McKay.

The increased engagement with individual homes through regular maintenance check-ups results in staff becoming more attuned to each home’s distinct community.

“Our account manager, who sells the chair, brings 99.9 percent of the service to the home. They’re hands on, they’re in the home, they get to know everybody,” says McKay.

Although their resident-focused values are similar, what was most appealing to McKay was the philosophical consistency flowing throughout the corporation, and the strength of their initiatives and practice in real terms.

“They are very focused, and very thoughtful,” he says. “I think through this partnership they are going to make us better.”

Impact of the relationship has been immediate, notes McKay, who along with Candace Chartier, operations manager, is on a ‘roadshow’ explaining the service. Apart from the warm receptivity he has received in each home is the large turnout of staff for his in-services, an engagement he finds refreshing, as there are times with new clients that he experiences rank-and-file resistance.

Therapy Supplies has already removed the de-personalizing, “institutional” language like ‘facility’ from their literature, says McKay.

“And OMNI will really hold us to our promises,” he adds.