TMS, with the help of employees like Zack Craft, VP of Rehabilitation Technology and Complex Care, is making workers' compensation a more positive industry -- one claimant at a time.
TMS received a referral from a case manager to review a claimant's wheelchair and replace the leg rests. After a brief in home visit and discussion with the claimant, a single mother of three, Zack discovered a few interesting facts. First, her wheelchair was not the right size. It was too wide, too heavy and too tall. The claimant was currently undergoing therapy three times per week to correct left side abduction due to lack of sensation and paralysis. Zack noticed as he talked with the claimant that since the wheelchair was too wide, it caused her to lean to the left side just to rest her arm. Second, he observed that she had to lean hard to the left so she could reach the left wheel to propel herself. Zack realized these factors contributed to the claimant's increased discomfort and could potentially lead to longer-term complications.
After his initial evaluation, Zack recommended a smaller, lighter and more functional wheelchair that would correct the claimant's posture issues. His goal? Get the claimant sitting up straight, provide her with increased mobility, and reduce wear and tear on her shoulders. Zack knew that by correcting these issues with a better fitting wheelchair, the claimant would have less stress on her shoulder joints. She would not have to exert as much effort to propel and she would feel much better. These changes would also extend the life of her rotator cuffs and provide her independence down the road.
A couple of other facts Zack noted on the initial visit -- the claimant's children were not able to lift and load the wheelchair because the rear wheels did not remove. So, the wheelchair limited the family's ability to travel. Last but not least, he learned that the claimant's favorite color is pink.
So, with no real effort or added expense, Zack ordered a PINK wheelchair. The new wheelchair is at least 20 lbs lighter than the old one. Plus, the rear wheels are removable, making it easier for the children to load in the family vehicle for traveling. TMS employees took it one step further by "decorating" and "dazzling" the wheelchair with all kinds of gems and stars on the frame, and even put the claimant's initials on the back upholstery of the wheelchair.
When Zack delivered the wheelchair, the claimant began to cry. The health aid started to cry, and then the 18 year old daughter began to cry. The claimant was thrilled beyond belief that she was getting something that would help increase and maintain her independence. She was overwhelmed that the TMS employees had put in extra time to decorate her chair, and that it was her favorite color!
Zack says, "I left the claimant's home that day feeling the best I have felt in a long time...in my job, in my career, and in this industry." Let's face it, in workers' comp you don't see many things that are uplifiting or inspirational. But Zack left the claimant's home knowing that he had improved the quality of someone's life. Thanks to Zack's expertise, the TMS philosophy and the heart and soul of the TMS staff, one person will have a better life because someone took the time to notice a few details.
Zack also notes that the case manager on the file deserves credit for taking the time to involve TMS in the first place, then for listening to his recommendations. It's a great thing when clients actually take the advice of their vendors!
The bottom line? One person's quality of life is greatly improved. The long term costs on the claim are reduced significantly due the the fact that the claimant will not need additional therapy just to be able to sit in her chair. Plus, there are additional cost savings because future equipment and/or surgeries have been avoided. The price tag on making someone's day or week because you remembered their favorite color? PRICELESS!
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