When Things Go Wrong, We Work Through It Together

I never imagined that something as simple as getting on and off my toilet would become such a challenge. 

As I got older, standing up from the toilet became more difficult and uncomfortable. I knew I needed help, but I was hesitant about some of the equipment options available. I didn’t want my bathroom to look clinical or feel like a hospital. My Occupational Therapist (OT) listened to my concerns and understood that aesthetics mattered to me just as much as safety. After discussing different options, we agreed that a raised toilet seat with armrests would provide the support I needed while still maintaining the look of my bathroom. 

My OT assessed my needs, prescribed the equipment, and worked with external providers to arrange installation. At the time, I thought the hard part was over. Unfortunately, things didn’t go according to plan. 

The raised toilet seat that had been ordered wasn’t compatible with my existing toilet. To make matters worse, during the installation process my original toilet was left unusable, and the new equipment couldn’t be fitted. What should have been a straightforward solution suddenly became a stressful and frustrating situation. I remember thinking, “How did something so simple become so complicated?” 

What impressed me most was what happened next. 

My OT openly acknowledged that the toilet seat compatibility issue had been missed during the assessment process. They didn’t make excuses or disappear when things went wrong. Instead, they took responsibility, listened to my concerns, and immediately started working towards a solution. While coordinating contractors and plumbing works wasn’t technically part of their role, they continued to advocate for me and helped communicate with the various parties involved. 

Over the following weeks, there were phone calls, discussions, problem-solving, and plenty of behind-the-scenes work. My OT kept me informed, explained what was happening, and helped reduce the stress of dealing with multiple providers. Even though the situation had become much bigger than anyone expected, I felt supported throughout the process. I wasn’t left to navigate the problem on my own. 

In the end, the damaged toilet was replaced entirely. A new toilet was installed, and this time the raised toilet seat was correctly fitted and functioning as intended. The final result gave me the support I needed to transfer safely and independently, while still being acceptable in terms of appearance. 

Looking back, the biggest lesson from my experience was that health care isn’t always about getting everything right the first time. Sometimes things go wrong. Equipment may not fit. Installations may not go to plan. Unexpected problems can arise. What matters is having professionals who are willing to work alongside you, own mistakes when they happen, and stay committed to finding a solution. 

My journey to a safer toilet was certainly longer than I expected. There were setbacks, frustrations, and moments when I wondered if we’d ever get there. But we did. 

And knowing that my OT stayed with me through the entire process made all the difference. 

Sometimes the measure of good care isn’t whether problems occur. It’s how people respond when they do. 

Disclaimer 

This article is a case study inspired by real-life Occupational Therapy practice and the experiences of multiple clients. While written from a client’s perspective, details have been combined and adapted for educational purposes. Individual circumstances, equipment suitability, installation requirements, funding arrangements, and outcomes will vary from person to person. Occupational Therapists, clients, suppliers, and contractors may encounter unforeseen challenges during equipment prescription and installation processes. This article is intended for general information only and should not be considered individual clinical advice.