CRT suppliers: ‘It’s about them’

YARMOUTH, Maine – iNRRTS launched its online webinar series in January with a keynote session titled “Transforming Lives: The Purpose & Joy in CRT Service Delivery” to encourage its registrants to start the year off inspired. 

“Anyone working as a CRT supplier knows that every day brings challenges and new opportunities, but sometimes the challenges seem so overwhelming, with paperwork, funding delays and resubmittals,” said Weesie Walker, ATP/SMS, former executive director of iNRRTS, who emceed the session. “So, we wanted to focus on what brings joy in what we do.” 

Here are some highlights of what the panelists – Darrell Mullen, RRTS; Connie Divine, ATP, CRTS; and Justin Boulos, OT, ATP, RRTS – had to say. 

The most important element of the CRT transaction 

“I think trust is something that’s really important to have, because the answer isn’t always clear,” Boulos said. “Or you might have an idea of what the client needs, and they might have an idea, and for them to even be responsive to your idea, there needs to be a level of trust. And I think the best way to do that is to truly get a good understanding of someone’s unique goals, their preferences and their challenges, ask questions about what they want, and make sure the person really feels heard and validated. Once you do that, you can start to make a suggestion. They need to feel like you’re on their side and you truly understand them.” 

The benefit of being present during equipment delivery 

“It’s accountability and responsibility (for what’s being delivered),” Mullen said. “If I was involved in the prescription specifying the equipment and we quoted on it, and I wasn’t there at delivery and there’s a problem – there’s a wrong size, there’s a wrong set up – well, everyone’s pointing fingers. When I’m there, I have accountability to what was ordered and what’s brought in and how it’s to be fitted. With the specialized type of equipment and the clients I see, I wouldn’t feel good about it (otherwise).” 

The definition of client-centered service 

“I get up and go to work because of my clients and families,” Divine said. “It’s not who I work for that I get up to go to work for. I enjoy what I do, so I want to help that client be mobile and find out what they need to be more involved in their community. They get to tell me, and we get to talk about, what’s going to help them, and I’m going to listen to them and put that into the whole plan. It’s not about me or anyone else; it’s about them.” 

• To watch a recording of the webcast, go here.