Enfield Wheelchair Service

Enfield Wheelchair Service is valued by service users and their family members or carers yet small changes around reviewing the assessment process and enhancing ‘customer care’ would improve experience of support offered.

Enfield Wheelchair Service provides wheelchairs and associated equipment to adults and children living in Enfield who have no or reduced walking ability, a permanent or long-term medical condition, or a projected prognosis of six months or over.

The service provides: • Clinical assessment to consider physical, postural, social and environmental needs • Provision of a wheelchair and equipment tailored to meet the assessed needs • Full instruction and handover on the use, care, basic safety and maintenance of the equipment • Access to an Approved Repairer who provide a repair, delivery, modification, planned maintenance and collection service • Reassessment and review at the individual’s request

A total of 32 people shared their experience of the Enfield wheelchair service with us; 8 of these were service users and 24 were family members or carers of a service user.

‘They were very fast’

‘Good experience, came and dropped the wheelchair off successfully’

79%

rated their experience of the service as 4 or 5 star

93%

said that they would recommend the service to friends and family, if they needed similar help

34% 66%

I knew how to contact the service if I needed to

31% 69%

I knew what was happening next

19% 81%

I was treated with dignity and respect

‘We have been given good advice and support so far’ ‘Very good they came and visit me at home a few days after I was discharged from hospital’

16% 84%

Information was clearly explained

16% 84%

My needs were assessed well

12% 88%

My views were listened to and taken into account

Several service users and family members or carers reported delays in having an assessment and/or receiving their wheelchair after their initial referral and/or assessment. They told us how the lack of communication about what was happening next caused confusion about what their expectations should be:

‘After initial assessment & referral by GP - there was no response so receiving a message either as text from wheelchair service to state they have received the referral and would get back to us. Took 3 months to get service going’

‘Service user did not receive wheelchair, took them 3 years to receive it’

‘Assessment took a long time’

‘It is being quite difficult and has taken a long time to get access to an electric wheelchair’

We also heard about experiences of individuals receiving equipment that was inadequate or inappropriate for their needs, resulting in these service users having to return equipment and/or await further equipment.

‘Had two wheelchairs one has been taken back and now been given another wheelchair’ ‘Manual wheelchair is unsuitable for my needs; currently awaiting electric wheelchair’

‘The wheelchair belt was too short.’

‘They came back and forth a few times because they weren’t sure if they’ll deliver the right wheelchair to the right person. They need to be more organized.’

‘They need to make sure the wheelchair is being given to the right person.’

According to information available on the website, Enfield Wheelchair service provides ‘full 5 instruction and handover on the use, care, basic safety and maintenance of the equipment’. Yet, according to feedback from service users and their family members or carers, almost one in three were not told how to use their wheelchair, were not made aware of basic safety precautions or were not informed what to do if they had a problem whilst almost half were not advised how to maintain the wheelchair.

‘Very appreciative of this service’

‘It was fast, and the man was very efficient’

‘Very happy with everything that was provided’

‘I can now give my mother a bath with the use of the aid’

47% 53%

I was told what to do to maintain the wheelchair 28% 72%

I was told what to do if I had a problem

I was told how to use the wheelchair

31% 69%

I was made aware of basic safety precautions 28% 72%

12% of individuals reported that they had experienced a problem with their wheelchair. We heard mixed reviews about people’s experience of ‘after care’ once receiving the wheelchair which we were informed at the time, was an outsourced contract:

‘There is poor customer service over the phone’

‘The repair service was really fast’

‘The repair centre only has all day call out, you can’t ask for am or pm’

‘I would refer friends and family to a different borough which seems to provide a better service’

‘The service is good’ ‘The repair service needs improving’

‘The process for repairs includes an initial visit which is a waste of time and money as they are coming to confirm what you said on the phone without any parts. You then have to arrange another all day for them to come out to do the repair, very stressful. More options are needed’

‘The service is well organised and prompt’