Service and repair as a value driver? It’s not impossible, says Ted Metcalf 

WATERLOO, Iowa – Ted Metcalf, director of U.S. Rehab, will bring best practices for service and repair to the inaugural Abilities International Accessibility Conference, March 26-27, 2026, at the Long Beach Convention Center. His goal: To show complex rehab technology (CRT) providers that this area of their business doesn’t have to be a loss leader. 

HME News: What’s the status of service and repair in CRT? 

Metcalf: There’s a deficit out there. We hear patients are waiting weeks (for service and repair to be completed), when we’re used to taking our car in for service and it’s usually a quick turnaround. 

HME: Why is service and repair such a pain point. We know the documentation is difficult and the reimbursement is inadequate. 

Ted Metcalf: Yes, but some people have the notion that service and repair is a loss leader; that it’s the cost of doing business. It shouldn’t be that way. I’m not suggesting it’s a huge profit center; I’m suggesting it doesn’t have to be a draw down for the business. 

HME: What are best practices for service and repair that support both the business and the patients? 

Metcalf: Providers must be extremely good at vendor relationships and partnerships. Without vendor support with parts and accessories, you’re missing an opportunity. It allows for more efficient techniques in the field. I think that’s key, and I think education (for your technicians) is key. U.S. Rehab has doubled down on education in this area, hosting tech training seminars in cities throughout the country. 

HME: I’d also think that finding techs to begin with is difficult and exacerbates the issue? 

Metcalf: There is a human element – do you have enough techs to handle the work? That is a challenge. I was just talking with a member in Miami, and he went to a motorcycle shop to find people. Then once you get them onboard, what’s the career pathing for them to acquire new skills and learn? That’s important because (techs) are often the pool for creating future assistive technology professionals (ATPs). You also need people like good funding coordinators who can help you succeed in getting paid.  

HME: How does technology help with service and repair? 

Metcalf: I wouldn’t call it artificial intelligence (AI), but I do think there are remote diagnostic tools that are available, in partnership with manufacturers, that can provide enhancements to the chair and the client. It can help answer that question, can we fix an issue over the phone, or do we have to send someone out? 

HME: Big picture, what’s the benefit of a smooth service and repair operation? 

Metcalf: Taking care of patients is good business. It also communicates to referral sources that you’re owning up to these items you’re providing, and you’re going to win that referral source. The therapist is going to love you; the physician is going to love you. They’re going to say ABC Medical takes care of their customers and they’re going to feed you more business.