Expert Interview - Congdon’s Aids To Daily Living

1. Q: Over the past decade, there’s been a growing shift toward helping people maintain independence at home for longer. How has this influenced the way you guide clients when choosing daily living aids?  

A: Rather than taking a one-size-fits-all approach, we focus on each individual’s specific mobility, safety, and lifestyle needs while also considering the layout and limitations of their home or living space. Choosing the right equipment is about creating practical, safe solutions that support independence, comfort, and confidence in everyday life.

2. Q: Many clients come in feeling overwhelmed - or even a bit unsure - about asking for support. What’s the most common misconception you hear about using mobility or continence products, and how do you help reframe that conversation?  

A: Many clients come in feeling hesitant or reluctant to use mobility or continence products because they often see needing assistance as a personal failure or a loss of independence. One of the most important conversations we have is helping people understand that our bodies are naturally engineered to change and break down over time, and needing support is a normal part of life for many people. These products are not about giving up independence - they’re about maintaining it. The right equipment can help people stay safe, comfortable, confident, and continue doing the things they enjoy for longer.

3. Q: With so many products now available online, what do you think people often overlook about the importance of proper fit and in-person guidance when selecting medical supplies?  

A: With so many products available online, people often overlook the importance of understanding what each product is actually designed to help with and whether it’s the right fit for their specific needs. A product may look similar online, but small differences in sizing, function, or features can make a big difference in comfort, safety, and effectiveness. That’s where in-person guidance becomes so valuable. Our staff receive extensive education on the products we carry, allowing us to properly assess needs, explain options, and help clients make informed decisions. Just as importantly, there’s a personal connection that comes from working directly with someone who can listen, answer questions, and provide reassurance throughout the process.

4. Q: Congdon’s has been part of the community for over 56 years (which is pretty incredible!). How has that long-standing connection shaped the way your team approaches client care today?  

A: Being part of the community for over 56 years has really shaped our approach to client care around relationship building, trust, and truly listening to understand our clients’ needs. Many of our clients are looking for guidance during challenging or unfamiliar situations, so taking the time to listen and build genuine connections is extremely important to us. Over the years, that commitment to personalized care and trust has allowed us to support multiple generations of families, and it continues to guide how our team works with every client who walks through our doors.

5. Q: Your team includes certified fitters for mastectomy and compression garments. How does that level of specialized training impact the confidence and comfort clients feel during what can be a very personal process?  

A: Our specialized training allows us to properly explain the products, how they function, and what they are specifically designed to help with, ensuring clients receive the right fit and support for their individual needs. Equally important is the level of compassion and understanding our team brings to every appointment. We recognize these fittings can feel vulnerable, so creating a comfortable, respectful environment is a priority. Ongoing training also helps us stay current with new products, techniques, and best practices so we can continue providing knowledgeable, supportive care.

6. Q: You work closely with occupational therapists and other healthcare professionals. How do these collaborations help ensure each client receives the right solution for their day-to-day needs - not just a quick fix? 

A: Working closely with occupational therapists and other healthcare professionals helps create a strong community partnership focused on achieving the best long-term outcomes for our clients. Through open communication, collaboration, and mutual respect between professionals, we’re able to better understand each client’s specific challenges, goals, and daily routines. That teamwork helps ensure recommendations are practical, appropriate, and truly tailored to the individual - not just a quick fix. By combining clinical insight with product knowledge and hands-on experience, we can help clients find solutions that improve safety, comfort, and independence in their everyday lives.

7. Q: For clients navigating mobility challenges, even small changes can make a big difference. How do you approach recommending products that improve safety and independence without making a space feel overly clinical?  

A: When recommending products for clients navigating mobility challenges, we focus on finding solutions that work within their space and lifestyle without overwhelming them with equipment. The goal is to improve safety and independence while still helping the home feel comfortable and personal rather than overly clinical. We take time to understand how the client uses their space day-to-day so we can recommend practical products that fit naturally into their environment. Many manufacturers are also now incorporating more aesthetically pleasing designs into their home healthcare product lines, which helps clients feel more comfortable introducing supportive equipment into their homes without it feeling institutional.

8. Q: When someone is new to daily living aids - whether it’s a walker, bathroom safety equipment, or accessibility tools - how do you help them feel empowered and confident rather than overwhelmed by options?  

A: When someone is new to daily living aids, one of the most important things we do is avoid overwhelming them with too many options right away. We focus first on understanding their immediate needs and only recommending products that are appropriate and practical for their current situation. By listening carefully and having a conversation about their concerns, routines, and goals, we can narrow the choices down to a few supportive solutions rather than presenting every available option. As we learn more about the client and build their confidence, we can then introduce additional products or features that may further improve safety, comfort, and independence over time.

9. Q: Orthopedic braces for the knee, back, wrist, and other areas are becoming more common for both recovery and prevention. How do you determine the right level of support for a client without over or under-bracing?  

A: When determining the right level of support for an orthopedic brace, we look closely at the client’s underlying condition, symptoms, mobility needs, and intended use of the brace. We also work within the recommendations provided by physicians, physiotherapists, or other healthcare prescribers to help ensure the appropriate level of support is selected. The goal is to provide enough stability and protection to assist with recovery, pain management, or prevention without over-bracing, which can sometimes limit movement unnecessarily, or under-bracing, which may not provide adequate support. Proper fit, comfort, and the client’s day-to-day activities are all important parts of the assessment process.

10. Q: Many people try off-the-shelf braces before seeking guidance. What are the key signs that it’s time to be properly fitted for a brace to avoid discomfort or delayed recovery?  

A: Some key signs that it’s time to seek professional guidance are when the brace is not helping, symptoms are getting worse, or the brace feels uncomfortable during use. A brace that is too tight can cause pressure, discomfort, or circulation issues, while one that is too loose may not provide the proper level of support or stability needed for recovery. Proper fitting helps ensure the brace is doing what it’s designed to do, whether that’s reducing pain, supporting healing, improving function, or preventing further injury. Getting the right fit and level of support can make a significant difference in both comfort and recovery outcomes.