A cross-sectional descriptive analysis of complex rehabilitation technology (CRT) supplier opinions on the current state of wheelchair repair services

Abstract

Purpose

It is documented that wheelchair failures occur frequently, repair times are lengthy, and users often experience adverse consequences. This study aims to gather evidence on efficiency of current wheelchair repair processes from the perspective of complex rehabilitation technology (CRT) suppliers who perform repairs within the United States.

Materials and methods

A 20 statement survey was developed to identify barriers and facilitators related to wheelchair repairs across the domains of administrative and operational factors as well as to identify future opportunities for improvement. Key statements in these areas included time to perform a repair, documentation requirements, tracking repair progress, reimbursement, technician competency, emerging strategies and preventative maintenance. The online survey was broadly disseminated to a nationwide network of CRT suppliers for data collection.

Results

A total of 127 responses were received. Results showed that administrative statements received the lowest scores while those statements dealing with future opportunities received the highest scores. Areas of the industry that suppliers were in most disagreement with included wait time for insurance approval, reimbursement for parts, reimbursement for technician travel time and lack of coverage for preventative maintenance. Telehealth system usage, preventative maintenance coverage, tracking repairs and repair scheduling were future opportunities that suppliers were in most agreement with.

Conclusions

Administrative issues exist in the CRT industry due to restrictive insurance policies associated with repairs and maintenance. Future opportunities to improve the process exist including payment models and the application of telehealth, device monitoring and service-based performance incentives to reduce adverse consequences to the user.

Implications for rehabilitation

• Highlights the direct importance and barriers faced within the wheelchair repair industry by CRT suppliers.

• In a sample of CRT suppliers, there is agreement there exists many administrative and operational issues related to wheelchair repairs.

• There is agreement among survey respondents of opportunities to investigate further telehealth and remote strategies, preventative maintenance coverage and online tracking for wheelchair repairs.

Keywords:

• Complex rehabilitation technology
• repairs
• suppliers
• wheelchairs
• preventative maintenance
• telehealth

Acknowledgements

The authors thank all participants who took the time to participate in the study. In addition, Dr. Mhatre assisted with the manuscript writing while at the University of Pittsburgh’s Department of Rehabilitation Science and Technology, and transitioned to The Ohio State University’s Division of Occupational Therapy during the review and editing process.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Funding

The contents of this publication were developed under a grant from the National Institute on Disability, Independent Living, and Rehabilitation Research [NIDILRR grant number 90DPGE0014-01- 00]. NIDILRR is a Center within the Administration for Community Living (ACL), Department of Health and Human Services (HHS). The contents of this publication do not necessarily represent the policy of NIDILRR, ACL, or HHS, and you should not assume endorsement by the Federal Government.