{"id":7023,"date":"2025-11-11T15:13:44","date_gmt":"2025-11-11T20:13:44","guid":{"rendered":"https:\/\/www.coto.org\/?post_type=resource&p=7023"},"modified":"2025-12-02T16:14:22","modified_gmt":"2025-12-02T21:14:22","slug":"learnings-from-a-complaint-about-equipment-funding","status":"publish","type":"resource","link":"https:\/\/www.coto.org\/resources\/learnings-from-a-complaint-about-equipment-funding\/","title":{"rendered":"Learnings From a Complaint About Equipment Funding"},"content":{"rendered":"\n

(Disclaimer: this is a hypothetical case scenario; outcomes will differ from case to case.)<\/strong><\/p>\n\n\n\n\n

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Background<\/h2>\n <\/div>\n\n
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Ashwin is an occupational therapist working in the community.  He is working with Estelle, a 72-year-old client who suffered a stroke 8 years ago, has osteoarthritis in both knees, and some mild memory difficulties. While Estelle has recovered fairly well from the stroke, she is now experiencing increasing pain in her knees, decreased balance and fatigues easily. She has been using a cane to walk but now finds herself less stable and has recently experienced a few falls at home.<\/p>\n\n\n\n

Estelle lives alone in a small one-level house. Grab bars and a bath chair are set up in the bathroom and a bed-assist rail is set up by the bed.  She was previously able to walk to a nearby store for her groceries but can no longer walk the distance. Estelle\u2019s goal is to be safe moving around her house and to use a power scooter to get to the store for groceries.<\/p>\n\n\n\n

Initial Assessment<\/strong><\/h2>\n\n\n\n

Ashwin visits Estelle at her home, completes his assessment and recommends the following:<\/p>\n\n\n\n

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  • A rollator walker to increase safety with functional mobility.<\/li>\n\n\n\n
  • Community support services for meal\/grocery delivery and accessible transportation.<\/li>\n\n\n\n
  • Energy conservation techniques and fall prevention strategies for activities of daily living.<\/li>\n<\/ul>\n\n\n\n

    Intervention<\/strong><\/h2>\n\n\n\n
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    • Ashwin explained that there is some funding available for the walker through the Ministry\u2019s Assistive Devices Program (ADP). Estelle said she looked into walkers and scooters at a local equipment vendor and already knows about the ADP program. Ashwin arranged with the vendor to trial a walker at home, conduct the walker assessment and complete the ADP funding application.<\/li>\n\n\n\n
    • Ashwin informed Estelle that ADP approval may take several weeks after he submits the form. The vendor allowed Estelle to keep the trial walker for use while waiting for funding approval of the new walker.<\/li>\n\n\n\n
    • Ashwin explained that she is not eligible for power scooter funding through ADP, but that there may be alternative funding or used equipment purchase options through other community organizations. He provided Estelle with names of these organizations, and she could inform him if she needed assistance to pursue further.<\/li>\n\n\n\n
    • Ashwin reviewed strategies for energy conservation, fall prevention, and provided written information sheets about grocery delivery and community transportation options.<\/li>\n\n\n\n
    • Ashwin explained that there is no need for further occupational therapy visits at this time as the funding application takes time to process. He discontinues occupational therapy service and closes the file.<\/li>\n\n\n\n
    • Six weeks later, Estelle gets a call from the vendor informing her that the ADP funding for the walker was approved, and they will deliver the new walker. Estelle asks about the power scooter, but the vendor says they do not have record of an ADP application for a scooter.<\/li>\n\n\n\n
    • Estelle is upset that she did not get approval for a power scooter as she expected. She immediately calls Ashwin with her concerns who explains the ADP eligibility criteria for mobility aids and why she did not meet the criteria for power scooter funding. He reiterates the community support options for getting groceries.<\/li>\n\n\n\n
    • Ashwin offers to open the file again to do a follow up visit to check on her use of the new walker, but Estelle declines.<\/li>\n\n\n\n
    • Frustrated by this outcome, she files a complaint with the College.<\/li>\n<\/ul>\n\n<\/div>\n <\/div>\n<\/div>\n\n\n\n
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      The Complaint<\/h2>\n <\/div>\n\n
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      The College received a complaint from Estelle about the services she received from Ashwin.<\/p>\n\n\n\n

      When the College receives a complaint, they help the complainant identify each unique concern about specific issues they have with the occupational therapist\u2019s practice using more standardized College language \u2013 this is called the confirmation process. The College confirms the complainant\u2019s concerns as follows:<\/p>\n\n\n\n

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      1. The occupational therapist failed to meet her occupational goal of using a power scooter to go to the grocery store.<\/li>\n\n\n\n
      2. The occupational therapist relied on the vendor to do his job. The vendor delivered the new walker and provided training for its use.<\/li>\n\n\n\n
      3. The occupational therapist made recommendations for meal and grocery services which had nothing to do with the equipment she needed for her occupational goals.<\/li>\n<\/ol>\n\n<\/div>\n <\/div>\n<\/div>\n\n\n\n
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        The Investigation Process<\/h2>\n <\/div>\n\n
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        The College has an obligation to look into these concerns to ensure that the occupational therapist met the standards of practice. The College explains to all complainants what the College\u2019s process can do and what it cannot. They explain to Estelle that they cannot require that Ashwin re-do his assessment or submit an ADP application for a scooter. The College does not have authority over other organizations or funding agencies. The College\u2019s investigation and decision will focus on Ashwin\u2019s actions and his practice.<\/p>\n\n<\/div>\n <\/div>\n<\/div>\n\n\n\n

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        Learnings from Ashwin\u2019s Practice<\/h2>\n <\/div>\n\n
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        Concern #1<\/strong>: The occupational therapist failed to meet her occupational goal of using a power scooter to go to the grocery store.<\/h2>\n\n\n\n