From Heels to Wheels

I have been in the business of selling mobility equipment since I was 17 years old. But it is not until you experience the personal use of this equipment that you can truly understand what your patients go through on a daily basis.

In February, while working out at a local gym, I tore my Achilles tendon and did some severe muscle damage to my calf. The orthopedic surgeon explained that I would have to be totally non-weight bearing for quite some time, so I was grounded at home for an entire month with no traveling. I started back flying and traveling to see providers again as soon as the month ended.

Flying with a cast on your leg and being non-ambulatory is quite an adventure. You have to schedule a wheelchair to take you to your gate and go through a special area of security. The humiliation alone is unbelievable. Airport personnel treat you like you are deaf and dumb because you are sitting in a wheelchair.

On one trip, I heard one of the security employees say, “Just go ahead and go through her purse. She is in a wheelchair.” Of course I spoke up loudly to say that I could hear; nobody was going to go through my purse unless they were in front of me!

What a chore trying to get to baggage claim, and then into a shuttle to go to a hotel that is not prepared to assist you with your bags — or to help you in any way. I was shocked at the poor customer service in many hotel chains for people in wheelchairs. Most of all, I was very disappointed.

In April, my husband and I traveled to Las Vegas so I could meet my speaking engagements and attend Medtrade. As we attempted to leave our hotel, we found that a transfer truck was blocking all handicap exits. Kevin asked the driver to move up so I could get by, but he refused. Here we were at a home medical equipment trade show with many people in wheelchairs, yet it was hard for me, and for them, even to get to the convention center.

As for other aspects of daily life for someone who cannot walk, the way people treat you in stores is reason enough to stop shopping in many facilities.

And my injury had quite an impact on my family life as well as on my professional life. My husband turned into caregiver, supporter and male nurse, and from his perspective, the experience was also an eye-opener.

When you are selling a wheelchair, or a walker or crutches, you are selling quality of life. Think about being in a wheelchair and not being able to walk. Try it yourself for a few days. It will change the way you fit your next patient in a wheelchair.

My experience reminded me why I entered this industry long ago: to assist others in having the best, most independent lifestyles they possibly can. I have had a meeting with myself about this, and I am a much better person for it.

Jane Bunch is CEO of Kennesaw, Ga.-based JB&CS. A reimbursement specialist, Bunch delivers educational seminars worldwide, helps develop corporate compliance plans, and serves as a consultant for fraud and abuse cases. She can be reached at 678/445-1221 or via e-mail at [email protected].