Quality Measure in Service Delivery of Mobility Devices

Sangeeta Kardam MOT, Rosemarie Cooper ATP, Brad E. Dicianno, MD, Rory A. Cooper, PhD, and Tasia Bobish, LPT, PhD

Human Engineering Research Laboratories, Highland Drive VA Medical Center, Pittsburgh, PA 15260
Dept. Rehab. Science &Technology, University of Pittsburgh, Pittsburgh, PA 15261 Dept. PM&R, University of Pittsburgh Medical Center, PA 15261


The goal of this project is to analyze data from the tracking sheets of therapists of the Center for Assistive Technology (CAT) at the University of Pittsburgh Medical Center to determine how much time is taken for delivery of manual or power wheelchairs and scooters. Executing the process in a timely manner is a necessary part of client satisfaction and quality of service. The average total days taken for delivering the mobility device were calculated as 110 .00 +/- 70.11 days, which conforms to the goal of 100 days set by CAT. A total of 257 out of 549 (46.8%) devices delivered in 2007 and 2008 were delivered in 51-100 days. The longest time period in the delivery process was the period between when the report was completed and final delivery of the device which consisted heavily of insurance review. Therapists seemed to be able to facilitate delivery time by shortening the time for report writing as well as shortening times of vendor responsibilities. Manual wheelchairs had the longest delivery time, likely due to the need for customization and fitting. More research is needed to determine how diagnosis, insurance type, and vendors may influence delivery time.


Wheelchair, power mobility, quality assurance, scooter, service delivery.


This project was supported in part through funds from the Pittsburgh Life Sciences Greenhouse.

Contact Information

Sangeeta Kardam, Indian spinal Injury Institute of Rehabilitation Sciences, New Delhi, India Phone: 00-91-9971059288, Email: sangeeta_kardam@yahoo.com