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2003
Best Rehab Technology Supplier
Connecticut Rehab
displays team spirit
By John Andrews, contributing
editor
All of Connecticut Rehab’s staff of 65 are “thinking of that rehab
client every morning,” says company President Paul Bergantino.
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NEWINGTON,
Conn. – While the tone may not exactly be “Rah-rah-rah-sis-boom-bah” at
Connecticut Rehab, the winner of the HME Excellence
Award for Rehab certainly demonstrates the value
of teamwork. By coalescing staff members in divergent
roles, the company has been able to post vigorous
financial and operational results in an undeniably
precarious market.
“We are truly a team, not a group of individuals who come to work everyday,” said
President Paul Bergantino. “Our infrastructure is set up in a team format
and everyone contributes.”
The key to the team concept, he said, is allowing employees to have “ownership” of
transactions. Instead of operating as isolated cogs, staff members have context
on the entire operation.
“It’s not like an assembly line where a worker touches the piece
and sends it along to the next person,” he said. “Whoever initially
handles a case will follow it through to the end.”
Although the system is reminiscent of the Total Quality Management (“TQM”)
principle popularized in the early 1990s, Bergantino says no official blueprint
served as a guide for the organization.
“It didn’t happen overnight – it evolved over time,” he
said.
Employee loyalty grew during the company’s 13-year history, further emboldening
the team bond and staff retention, Bergantino said.
“As a result of this longevity, our people have tremendous knowledge depth,
which is key in rehab,” he said. “We offer strong internal training
programs, so our staff knows we’re committed to them and to the industry.”
Respect for employees is paramount at Connecticut Rehab, demonstrated by the
free give-and-take exchange typical at company meetings, Bergantino said.
“Our people value accountability,” he said. “When we go through
our annual planning sessions, everyone participates in the process and offers
feedback. They appreciate having their suggestions count.”
Because the company is 100% rehab, employees are committed to serving a single
client base with no distractions, Bergantino said.
“All 65 people in the company are thinking of that rehab client every morning,” he
said. “We do one thing, so their attention is not splintered across other
business segments.”
When it comes to serving customers, however, the company takes a multi-faceted
approach, offering such diverse services as chair maintenance for consumers,
CEU training for clinicians and workshops for payers.
Quality assurance is also a priority, Bergantino said. To ensure that each client
is satisfied with their experience, the firm employs a customer service agent
to follow up after every delivery.
Connecticut Rehab & Medical Products
Headquarters:
Newington, Conn.
Age: 13-year-old company
Employees: 65
Accreditation: ACHC
Memberships: NEMED, AAHomecare and New England Assistive Technology
Business Mix: 33% Medicare, 33% managed care/private insurance, 33% Medicaid
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