Page 3 - 1 One Simple Question

One Simple Question - Four Complex Answers

The Home Modification Survey

It’s been said, “When perception and reality clash, perception usually wins”. Our perception of
situations often shape the way we act or react. The actions we take are usually fueled by the
beliefs we hold as facts, even if what we believe is incorrect. We hold our opinions close to the

chest and look for any morsel of evidence that justifies our belief. Even when provided clear
evidence that contradicts our opinion we often choose to remain in the foggy field of our faulty

opinion.

The saying goes that insanity is doing the same thing over and over, while expecting different
results. What more can be said? Yet here we are, year after year, at the same conferences, talking

about the same things, and all agreeing that fundamental change is needed in a few if not many
areas of workers compensation claims management. This is especially true with the provision and
delivery of products and services.

I recently created a survey related to home modifications and posted it on LinkedIn. Approximately
15 years ago I created a similar survey and offered it at several live conferences at which I was

speaking.

The simple question was: What is the most challenging part of the home modification
process?

The answers:

1. 34% Finding a qualified contractor

2. 31% Getting an accurate scope of work
3. 23% Communication and documentation
4. 12% Ensuring a reasonable cost

Though 15 years apart, the responses are nearly identical, and the way home modifications are
completed in the industry are the same. One simple question. Why? If it’s such a challenge, why
do we keep doing the same thing? Why do providers keep doing the same thing the same way?

Why do carriers, TPA’s, case management companies, excess carriers, self-insureds and others
allow it to continue? And at the end of the day, why don’t providers see the amazing opportunity

to be the facilitators of change, and the trailblazers of innovation?

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