Volume 4, 2022, Seeking a Balance to Provide BOTH Client-Centered Care AND Efficient Service Delivery


Authors Jean L Minkel, PT, ATP, and Michelle L Lange, OTR/L, ABDA, ATP/SMS
Credit: .1 CEU

Best Business Practice



Systems of care are needed to meet the needs of our clients, organizations, and our industry. Our systems are just that, ours. The pandemic presented us with the ‘unreal’ reality that all our ‘systems’ are subject to change, in this case, in a moment’s notice. As we look forward, we thought it was a good time for some self-reflection regarding our CRT systems of care. Each of our systems have been developed by human beings, implemented by human beings, and deserve to be questioned by human beings. In this article, we will explore how we can provide both client-centered care and efficient service delivery within our systems of care – all while addressing potential barriers to this model.

Learning Outcomes:

The reader will be able to describe ‘client-centered care.’
The reader will be able to describe what ‘Dignity of Risk’ is and how this impacts the evaluation process.
The reader will be able to describe how to practice client-centered care within a medically necessary system of care.

Jean Minkel is a physical therapist and master clinician well recognized for her work in Assistive Technology. She is currently the Senior Vice President of Rehab and Mobility Services at ICS – Independence Care System, where she leads On A Roll, an OT/PT private practice specializing in Seating and Wheeled Mobility services. She is a published author, including many peer-reviewed journal articles and most recently, she co-edited, with Michelle Lange, the newly published textbook, Seating and Wheeled Mobility – a Clinical Resource Guide. The A.T. community has recognized Jean for her contributions by awarding to her, the RESNA Fellow award in 1995 and the Sam McFarland Mentor Award in 2012.

Michelle Lange is an occupational therapist with 35 years of experience and has been in private practice, Access to Independence, for over 15 years. She is a well-respected lecturer, both nationally and internationally and has authored numerous texts, chapters, and articles. She is the co-editor of Seating and Wheeled Mobility: a clinical resource guide, editor of Fundamentals in Assistive Technology, 4th ed., NRRTS Continuing Education Curriculum Coordinator and Clinical Editor of NRRTS DIRECTIONS magazine. Lange is a RESNA Fellow and member of the Clinician Task Force. Lange is a certified ATP, certified SMS and is a Senior Disability Analyst of the ABDA.