One of the most beautiful things about occupational therapy, other than connecting with clients, is the process of program evaluation and adjustment.

A community OT who works with Macdonald’s Home Health Care whenever clients make that choice, called to speak with me about some challenges that had been experienced with service delivery. As we all know, accidents happen – we want to translate these mistakes into learning opportunities for our entire team. All of our staff really benefit from the feedback we receive. It helps us to better meet the goals of all our customers, which includes clients, therapists, and colleagues!

In this particular instance, it became clear that the complexity of client scenarios is not always as thoroughly understood by staff as by therapists. Due to confidentiality, respect, and client autonomy, some complexities are not shared, and this can limit communication. Without certain details, understanding enough to deliver full service can be tough. So through a short telephone call, several strategies were developed throughout the company to better support the client, the OT, and Macdonald’s staff, all while improving efficiency!

As a result of the feedback we received and the brainstorming done with the occupational therapist, we are pleased to share the following refinements we are implementing at Macdonald’s:

• A new system to double check items received to ensure no manufacturer error
• Added education regarding preparedness for infection control
• Additional education about consideration of multi-factorial client scenarios
• Improved summary of step-by-step instructions for deliveries
• Opportunities to review more complex deliveries from the previous day

We really appreciate feedback! It helps us to achieve our goal:

To serve clients and therapists as thoroughly, effectively, efficiently, and kindly as possible.

Thank you to the anonymous OT for bringing these concerns to our attention. We welcome your input so that we can serve you as best we can.

If you have any concerns, please contact Dave Robens, VP Business Evolution, at 604-872-5496 extension 110.

Thank you, in advance, for helping Macdonald’s be the best vendor in the lower mainland.