THIIS Trade Magazine • Issue 251 • August 2019
Issue 251 August 2019
TRADE MAGAZINE
A clinical approach to mobility retail Providing news and views in the trade since 1999
How one mobility retailer is using her OT experience to benefit her businesses and customers MORE ABOUT…
RETAILER SPOTLIGHT
Meyra
Classic Mobility
also inside...
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welcome
…from the editor
Don’t be shy, why not get in touch...
Wow, a July full of acquisitions…
I
t felt like everyday in July would see a new acquisition, with no less than seven taking place throughout the month, including sling manufacturers Care-ability and Silvalea. The vast majority of the activity took place in the moving and handling sector, with private equity firms keen to grab a share of the growing market and global Scandinavian players looking to strengthen their positions in North America. It follows a lot of activity in the moving and handling market at the beginning of the year, with the ageing population fuelling investment into the sector. Describing it as a gold rush may be slightly hyperbolic but with the moving and handling market estimated to be worth £20.21billion globally by 2025, there is little doubt this recent string of M&A activity will not be the last. With 2019 being THIIS Magazine’s 20th anniversary, we were fortunate enough to speak with Direct Mobility Hire & Classic Mobility’s Director Lauren Bromfield in this issue (you would have seen her on our front cover) to commemorate Direct Mobility Hire’s 20th anniversary. A qualified OT and experienced mobility retail professional, she shares some fascinating insights into incorporating her clinical expertise into her businesses to find new opportunities for growth. Lastly, we are brimming with excitement to announce something BIG to readers in next month’s magazine that we have been busily working away on for the last few months. We can’t give too much away just yet but it is shaping up to be something pretty special that the trade has been asking for. If you are as impatient as I am and can’t wait until next month, feel free to drop me a line and I’ll happily give you a little bit more.
Editor
Calvin Barnett 01933 278086 newsroom@thiis.co.uk
Advertising
Joe Fahy 07384 258 372 joe.fahy@bhtaengage.com
Calvin Barnett Editor
Sub-editor
Sarah Sarsby sarah@thiis.co.uk
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TRADE MAGAZINE
THIIS is produced by BHTA Engage, 2-4 Meadow Close, Ise Valley Industrial Estate, Wellingborough, NN8 4BH • 01933 278 086 • newsroom@thiis.co.uk BHTA Engage Ltd. All rights reserved. No part of this publication may be reproduced or used in any way without the written permission of the publisher. The views expressed in this publication are not necessarily those of the publisher and although every effort has been made to ensure that the information is accurate, the publishers take no responsibility for errors or omissions.
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contents
46 German manufacturer sets out UK market ambitions
Features 6 Transformation of transportation 28 Mergers and acquisitions 60 It’s been ‘Crash Tested’! So what?
Regulars
10 The jewel in the Ableworld crown
18 Retailers’ Product of
the Month 36 Retailer Spotlight 46 More about… 50 Trip down memory
18 Retailers’ picks
lane 56 The OT’s Perspective 59 Trade thoughts… 62 Training Diary 64 Recruitment 4 | www.thiis.co.uk
56 The OT’s Perspective
58 Trade thoughts
The Ranger is ideal for tackling off road conditions as well as rough tracks. Featuring enhanced front and rear suspension, a high ground clearance and an onboard USB charging facility as well as unique range of standard options. The Ranger is perfect for long trips and all day use.
01869 324600 www.pride-mobility.co.uk sales@pride-mobility.co.uk
TRANSFORMATION OF TRANSPORTATION For the UK’s ageing population and the fifth of people who identify as having some form of disability, accessing and navigating transport can be a daunting experience. The thought of negotiating trains, planes and long journeys by car has long discouraged many from enjoying the freedoms of travelling, with the government and travel industry now waking up to the needs of disabled travellers to ensure transport is inclusive for all people.
PLANES... In July, the Civil Aviation Authority (CAA) released its fourth annual Airport Accessibility Report, classifying 31 of the UK’s largest airports as ‘very good’, ‘good’, ‘needs improvement’ or ‘poor’ for accessibility. Reporting a record 3.7million requests for assistance at UK airports in 2018/19, a rise of over 80 percent since 2010, the publication reinforced the growing popularity of air travel
amongst the disabled community. Importantly, for the first time since the CAA framework was introduced in 2016, no airports were classified as ‘poor’, whilst five airports managed to improve their ratings. Out of the 31 UK airports ranked on accessibility, 14 airports were classified as ‘very good’ – a fall from the previous year’s 16 – whilst 16 airports were rated as ‘good’. Only Manchester Airport was identified as ‘Needs Improvement’, having been rated ‘poor’ over the last two years.
Paul Smith, Consumers and Markets Director at the UK Civil Aviation Authority, said: “These results show significant improvements to the experience many disabled passengers faced before our reporting began. We hope this will help passengers to feel confident and empowered to travel from UK airports.” Despite this broad improvement across UK airports, the CAA’s research also found that nearly a quarter of respondents who requested assistance said they did so because
Improvements in transportation has led to a substantial increase in people with disabilities being able to travel and holiday abroad
6 | www.thiis.co.uk
Millions is being invested into the rail network to improve accessibility
the airport environment was becoming more difficult to get around. Additionally, over half of disabled people surveyed reported finding air travel difficult, with concerns about poor customer service, long waiting times and a lack of awareness of disabled people’s needs. Determined to drive further improvements, the CAA says it has introduced a stricter assessment framework from April 2019 onwards, requiring airports to further improve in order to retain or improve their classifications going forward. TRAINS... A year on from the launch of the Inclusive Transport Strategy, the government’s flagship accessibility programme, the Department for Transport has invested millions into improving various aspects of transportation for disabled people. One area of transportation that has
received particular attention is Britain’s rail network, with the government recently opening £20million of funding from the £300million Access for All fund for rail stations in need of accessibility improvements to apply for. The £20million will be used to help with the installation of smallscale enhancements for passengers with disabilities and mobility needs, such as tactile paving, handrails and Harrington Humps, which increase platform heights. The recent funding pot follows an announcement in April this year by the Department confirming 73 stations will receive an accessible route into the station, as well as to and between every platform, to help passengers with disabilities or reduced mobility travel independently. Rail travel has traditionally been notoriously difficult for those with mobility needs, with a recent travel experiment in London highlighting the lack of accessibility on the
CHANGING PLACES WHEN GOING PLACES In April, the Department for Transport announced that Motorway Service Stations planning to install a Changing Places facility can apply for funding from a £2million pot to improving travel for disabled people on England’s motorways.
Underground. The ‘Going the Extra Mile’ experiment pitted five wheelchair users against five able-bodied commuters, tasking each pair to travel a popular commuter journey in London, with the commuters starting their journey from the same point and at the same time and finishing at the same destination. According to the research, it took the five wheelchair users 49 percent longer than their able-bodied counterparts, with the wheelchair users often being required to use alternative routes as only 77 of London’s 270 stations are fully accessible. In addition to the lack of access in many of London’s Underground stations, the disabled rail travellers noted that staff were not able to respond to passengers with disabilities due to a lack of training, whilst official travel apps and planners failed to accurately provide accessible routes. ...AND AUTOMOBILES Alongside investing in the rail network, the government’s Inclusive Strategy has also
www.thiis.co.uk | 7
spearheaded the biggest change to the Blue Badge scheme since the 1970s, opening the scheme to people with less visible disabilities from the 30th August. Widening the eligibility criteria will mean people who struggle to walk without considerable psychological distress or the risk of serious harm, such as those living with dementia, autism, and anxiety, will be eligible to apply. Transport Secretary Chris Grayling said: “As a society, we don’t do enough for people with hidden disabilities. I hope this change to Blue Badge guidance will make a real difference to people’s lives.” Originally created for disabled people with severe mobility problems to access goods and services by allowing them to park close to their destination, the Blue Badge scheme is open to eligible disabled people, irrespective of whether they are travelling as a driver or as a
passenger. The expansion of the scheme’s remit has been welcomed by many organisations, including the National Autistic Society, however, has led some to question if it will adversely affect those with physical disabilities and mobility needs. In particular, some worry that the Blue Badge Scheme will become oversubscribed and under-resourced, lacking the infrastructure such as a lack of disabled spaces to accommodate the extra users of the scheme. Graham Footer, CEO of Disabled Motoring UK, commented: “DMUK works to support the mobility of disabled people and there is no dispute that people with certain mental health conditions and cognitive disabilities could benefit from having a Blue Badge. “However, the charity is concerned that increasing the numbers of Blue Badge holders will put more pressure
on limited disabled parking which is poorly enforced and in some areas of the country not enforced at all. We are particularly concerned about how this will impact on wheelchair users.” To help Local Authorities manage the expected increase in applications, the government says it is providing an extra £1.7million to councils in the first year of the programme. STILL A WAY TO GO The government’s £300million funding for access and its declared aspiration to make all major transport hubs and terminals fully accessible for disabled people by 2030 is bringing about real change. With considerably more effort being made to make transportation accessible to all however, the extra attention into transportation has revealed just how far there is to go before full accessibility can be realised.
New holiday travel companions With the busy summer season kicking off, Electric Mobility has released two new airline compliant mobility scooters to its Rascal range, the Smilie and Smilie Auto mobility scooters. The manual Smilie comes with an easy-to-fold mechanism whilst the Smilie Auto comes with powered auto-folding and marks the company’s first compact, lithium-ion battery folding scooter. Designed for use both at home and abroad, the airline compliant 11.6Ah lithium-ion battery option weighs 2.8kg and can be taken on planes, giving users a range of up to 7.5 miles to explore their travel destination, says the company. Described as petite, portable and personal, an optional additional long range 17.4Ah battery enables customers to travel longer distances while at home (up to 11.2 miles) and swap for the airline compliant battery when travelling abroad.
8 | www.thiis.co.uk
Available in Peach and Sky-Blue finishes, the Smilies also include a fold down backrest, easy-to-remove adjustable armrests and a 14.5” seat height to provide comfort and
support for long journeys, as well as an anti-splash seat bag available as an optional extra. Contact Electric Mobility on 01460 258120 for more information. www.electricmobility.co.uk
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At almost 5000 sq. ft, the new store contains an extensive range of mobility aids and equipment
THE JEWEL IN THE ABLEWORLD CROWN After announcing plans to expand and enhance its bricks and mortar portfolio of group-owned and franchise stores in April, Ableworld launched its new Stafford store in July. With an enviable location, Mike Williams, Founder and Managing Director of Ableworld, told THIIS why the new store is one of his favourite outlets to date.
S
trategically situated in Stafford’s town centre on both the high street and a retail park simultaneously, Ableworld cut the ribbon on its new Stafford store in July. Conveniently located next to complementary stores such as B&M and Aldi in the retail park, whilst also commanding a presence on the high street, Mike told THIIS that the Stafford store was one of his proudest
10 | www.thiis.co.uk
to launch thus far. “I’ve always wanted Stafford, so for a long time I’ve kept an eye out for the right store here,” said Mike. “This is real retail. It’s nearly 5,000 sq. ft, has substantial free parking, includes all of our ranges whilst still being spacious and has some of our specialist division in as well. “We are not trying to comprise in any way and the Stafford store really
captures the Ableworld approach to mobility retail.” Supported by representatives from consumer charity Which?, armed forces charity SSAFA and Staffordshire Police force, as well as suppliers Handicare and Pride Mobility, the official launch saw the national mobility retailer showcase the extensive range of mobility products on the shelves to Stafford shoppers.
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In conjunction with the launch of the new store, Ableworld also organised a large scooter safety track in a large adjacent space, enabling members of the public to put various mobility scooters, including Electric Mobility’s Vecta Sport, through their paces whilst Ableworld’s team were on hand to give advice and guidance. SPECIALIST SPOTLIGHT Alongside the Stafford store’s extensive product range of mobility products was a section dedicated to Ableworld’s Specialist Division, providing bespoke mobility equipment
Mike says the new Stafford store is a shining example of the Ableworld model of mobility retail
12 | www.thiis.co.uk
for adults and children with often more complex needs. Set up back in 2007 to develop the necessary trust for professionals to refer cases to Ableworld, the Stafford store now joins Ableworld’s Hanley and Crewe branches as centres for the specialist division, covering Cheshire, North Wales, the Wirral, Shropshire and Staffordshire areas, along with its franchise in Lincoln and Newark. Discussing the decision to expand its division, Mike told THIIS: “The specialist side of the business sees good growth and we have just taken
on two more people to focus on the specialist area. “We’ve been doing specialist for quite a few years now but only in our own environment in store, rather than actively going out and promoting it. We have worked hard on developing our specialist business and lost money on it for the first few years but now we have got the proposition right and we plan to see more growth in future.” LOCATION, LOCATION, LOCATION Being the largest national mobility retail operations in the UK, Ableworld is no stranger to opening new stores, with 35 Group and franchise-owned stores under its belt. Sharing his insights into what makes
“We are not trying to comprise in any way and the Stafford store really captures the Ableworld approach to mobility retail.” MIKE WILLIAMS
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for a successful new store, Mike explained that location is one of the key factors to Ableworld’s success. “For us, the right property and most definitely, parking, are essential,” he noted. “In Wrexham for example, we would love another store. The store we have at the moment has parking across the road at Tesco, but it makes a huge difference to sales if we had that parking just outside the store.” With high hopes for his new store, Mike is confident the Stafford branch ticks all the boxes of retail success and is a shining example of where the mobility retail market is heading. “Everybody has their own model, be it larger units in commercial and retail parks or in the town centre on the high street where there could be more customer flow,” he continued. “I’ve always thought that the way retail in the mobility market is moving will be a B&M, a Boots store, a DIY store and a mobility store in most retail parks. It is a natural way for the market to go. “Hopefully with our Stafford store, we have the best of both worlds, and I think this won’t take long until it is our best performing store.” STICKING TO THE RETAIL STRATEGY A staunch believer in the superstore retail model that Ableworld has championed over
the years, Mike highlighted why the company has remained committed to its style of retail. “We all grow up with Sainsburys, Tesco and now Aldi and that is the way people have shopped for decades,” he commented.
Conference in March, alongside plans to enhance its bricks and mortar portfolio. The initiative so far has seen Ableworld make a number of changes and improvements to its existing stores, including relocating its
“I’ve always thought that the way retail in the mobility market is moving will be a B&M, a Boots store, a DIY store and a mobility store in most retail parks.” MIKE WILLIAMS
“It is seeing the product and it is straight lines, so why go to a ‘boutique’ style store and try to change people’s habits when this is a model shoppers are familiar with.” Despite drawing comparisons with larger retailers, Mike highlights that the main difference between Ableworld and others is its focus on customer service, whilst still ensuring there is a vast range of products on the shelves for customers to browse. AN EXPANDING EMPIRE The Stafford launch marks a recent flurry of activity from Ableworld following the company’s plans to expand its franchise operations announced at its annual Business
Congleton and Gloucester branches to larger premises and creating new in-store experiences for customers with the launch of its Ableworld café in Llandudno. Additionally, with a new franchise in Christchurch joining the Ableworld fold, the company is in the midst of increasing its franchise network, with Mike confirming that franchise growth will be a key focus in the coming months. “We may look at taking on a couple more stores further into North Wales and we still will open some of our own outlets, but mainly the focus will be franchise store growth,” finished Mike. www.ableworld.co.uk
Sitting on both a retail park and a high street, the Stafford store aims to capitalise on the benefits afforded by both retail models
trade talk
A FRANCHISE FOCUS: ABLEWORLD’S MIKE WILLIAMS HOW ARE YOUR PLANS COMING ALONG TO BRING ON NEW FRANCHISEES? “There is a lot of interest but it is not a quick process. For any franchise, not just mobility, they say you have to have 100 enquiries to get one franchisee, so there is a lot of investment and groundwork that goes into setting them up. “We are just about to sign with an agency to refocus on the franchise side. They will do the groundwork and we’ll come in towards the backend of the process to bring our retail and mobility expertise.” WHY HAVE YOU TAKEN THE DECISION TO WORK WITH AN AGENCY? “Paul Boniface, who has been key to our franchise operations, is working towards retirement. He is a very old friend of mine and he has been in the city before helping us for the last few years. We had a chat about what the best thing to do would be to take the franchise activity forward and we agreed an outside specialist agency is the way to go.” ARE THERE ANY NEW FRANCHISEES THAT HAVE COME ON BOARD? “We have someone in London at the moment who has paid his deposit and we are just trying to find a property for him but occasionally, it can fall through if you can’t find the right property. “We also have someone who is very keen to open two stores in Birmingham, who came to the Stafford opening and has also visited and spoken to a couple of our present franchisees.”
HOW IMPORTANT IS FINDING THE RIGHT LOCATION? “It’s vital. There are lots of smaller spaces available on the high street but we are not interested in them. We are quite specific and whilst we want the right partner to work with, we also want the right property for them to sell from. “Taking on a franchise is a big investment for someone so to the best of our ability, we work hard to make sure it is a winner for them, which is, in turn, a winner for us. This is why we put so much stock into having the right property.” ARE YOU SEEING AN INCREASE IN PEOPLE INTERESTED IN BECOMING AN ABLEWORLD FRANCHISEE? “Recently we saw a bit of a slowdown in interest but that was across the entire franchise community, not just mobility. “I think maybe the Brexit uncertainty, along with a bit of dip in consumer spending, might have had an impact, leaving people wondering what will happen next, however, interest has really started to pick up again now.” WHAT WOULD BE YOUR IDEAL FRANCHISEE? “We want someone who sticks to the model. The trouble with some franchisees - and this refers to the franchise-model in general - is that when someone initially comes in, they want the help, support and guidance. Two years in though, some think they
can do it better their own way. “We have built a model that really works and I think a great example of this is our franchisee in Southampton. They are doing fantastic business and are looking at opening up a second store. “They have stuck to the model, are doing well and will go forward to make good money and continue being successful.” WHAT CHANGES DO YOU SEE TAKING PLACE IN THE MOBILITY MARKET IN THE FORESEEABLE FUTURE? “The mobility market is becoming very similar to the DIY trade – there are a lot of people opening and growing, so I think what will happen is more people will be taken over and some might go out of business.” WHAT DO THE NEXT FIVE YEARS LOOK LIKE FOR ABLEWORLD? “Growth. I am not going to talk more about us floating as it is very dependent on Brexit and other factors. We would still like to and we are setting ourselves up to so that when someone tells us that the time is right, we’ll be ready. However, I have no idea when that will be. “As far as Ableworld is concerned, we will continue to grow, take on more franchises, open more stores and push very hard in the next five years to stay number one in the industry.”
www.thiis.co.uk | 15
round-up
REPOSE HELPS FORWARDTHINKING RETAILERS PREPARE FOR COLDER MONTHS
RECARE DONS DISTRIBUTOR HAT FOR POWER ADDON RANGE Oxfordshire headquartered Recare has continued to expand its power add-on portfolio after agreeing a new exclusive distribution deal with French-based Benoit Systems. Taking over as the sole distributor of the supplier’s Light Drive and Light Assist power add-on models, Recare will utilise the dealer distribution network it developed for the KlaxonKlick handbike range, as well as work with new dealers, to bring French products to the UK market. Benoit Systems’ Light Drive can be installed in less than 20 seconds and is driven with a joystick, whilst its Light Assist, which provides power assistance for attendants pushing a person in a wheelchair, boasts lengthened handgrips and can be installed in 15 seconds. “The Benoit Systems were a natural bolt-on to our product offering as a vast quantity of our clients have disabilities such as MS, Parkinson’s, spinally injured and other neurological diagnoses,” commented Richard Holland-Oakes, CEO and Co-Founder of Recare. www.recare.co.uk 16 | www.thiis.co.uk
With the recent scorching weather, thoughts of cold, blustery winter months seem a long way off, however, in the world of retail, it is important to plan ahead says Repose. To help its dealers get set for the pre-winter rush, Repose Furniture is offering a 10 percent discount when retailers order two floor model chairs from the standard Repose range - excluding the Olympia collection in standard sizes. Available until August 31st, dealers keen to take advantage of the offer should contact their Repose representative and quote reference AUGUST2019. “Winter may be a distant thought but we all know how quickly it comes around. I hope this latest phase in our 2019 retailer support programme will help our UK network as they look to engage with customers during August which we all know can be one of the quieter months in the retail calendar,” commented Lisa Wardley, Managing Director of Repose. www.reposefurniture.co.uk
LTC MOBILITY REWARDED FOR REACHING NEW HEIGHTS LTC Mobility is the first Handicare dealer to be awarded with a free prize as part of the stairlift manufacturer’s ‘Everest Challenge’ – a new incentive scheme rewarding Handicare dealers with prizes for achieving sales related the to the company’s new 1100 straight stairlifts. Running all the way through to November, each month a new winner is drawn by the stairlift supplier, with dealers receiving one entry for every 10 orders secured of the new slimline 1100 stairlift. Covering both powered and manual models of the stairlift, Handicare notes that the more lifts ordered each month, the more chance dealers have of winning. Founded by Alan Davies over 35 years ago, the South West Wales adaptations specialist was presented with holiday vouchers worth £1000 by Handicare, with Alan praising the stairlift company’s prices, products and support. www.ltcmobility.co.uk
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pick of the month
WHAT PRODUCTS ARE RETAILERS IN THE INDUSTRY RAVING ABOUT? Wondering which products are grabbing retailers’ attention? Each month, retailers in the mobility industry highlight one product that has stood out for them and why…
Strengthen your sales with Strongback wheelchairs ■ Advanced lumbar support ■ Easy Powerpack fitting ■ Lightweight frame ■ Up to 21 stone user capacity ■ Quality attendant-controlled and self propel models
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NEW 20” SEAT WIDTH
Ceri Dixon, Marketing Manager of Ableworld
Pick of the month: Parnell from Bed Rail
“
The Parnell Bed Rail is a great, British-made invention and an ideal solution to help customers get in and out of bed. Designed for adjustable beds and made in Britain, this bed rail fits securely to most bed types. “The rail legs tuck under the bed and the wide base sits flush against the floor to prevent trips and falls. The sturdy bed rail can be fitted easily in minutes and does not interfere with the mattress or bedding, so comfort is not compromised. Our customers struggle to find a bed rail that is suitable for their electric, adjustable bed so this is a great solution to provide a strong, safe and reliable handle to help them get in and out of bed. “Available in three sizes, it is designed to be used with adjustable electric beds but can be used with many types of standard bed. It is fitted simply with no special tools and can be removed and folded flat for storage. It comes with a 12-month guarantee and provides support to a maximum weight limit of 18-stone as standard. The additional two sizes which can be ordered can provide support up to 32 stone or for beds with increased height or greater mattress thickness.
”
COMPACT FOLDING
Alastair Gibbs, Managing Director of TPG DisableAids
Pick of the month: Manual Handling Products from Hospital Direct
“
Continuing our theme at TPG to be a solutions provider for our customers rather than just a retailer of goods, this month we wanted to highlight the great range of manual handling products from Hospital Direct. “Their range of products include slide sheets, handling belts, leg lifters, glide and lock sheets, bed loops, glide cushions, dressing aids and many more. “When selling larger high value items such as beds or chairs, it always looks better to give the customer a practical solution that enables them to access that product rather than leave them to struggle and work out their own solutions. “Whilst there are many suppliers of this type of manual handling and assistance product, we find the quality can vary tremendously so to deal with one company, Hospital Direct, that has a broad range and great quality, is a really easy decision for us to make.
www.ableworld.co.uk
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”
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pick of the month
Elaine Ferguson, Mobility Services Manager of Fortuna Mobility
Pick of the month: Fortuna Radar Key from the The R.A.D.A.R. Key Company
“
Karen Sheppard, Managing Director of People First Mobility
We’re always looking for ways to provide our customers with quality products that live up to their promises, and the Fortuna RADAR key is one of our biggest sellers. “People are getting very confused by the many keys that are now being marketed as ‘RADAR’. However, the truth is our solid brass key (that is manufactured in the UK), is the official R.A.D.A.R. Key Company Gold Standard product for National Key Scheme (NKS) locks. “RADAR toilet locks have very close tolerances, which require especially accurate keys. Fortuna keys have extra computerised machining operations to ensure they meet the full lock manufacturer specification. Therefore, they are accurately cut – every single one is individually checked by a master locksmith. “This key is for anyone whose disability means they would benefit from using an accessible toilet. The large head gives extra grip and leverage due to its unique raised edges on the smooth ergonomic handle, which enables users to turn locks with ease. “Many cheap copies can break or snap in the lock, but our key is made from one piece of brass so has no weak points. Therefore, I’m fully confident it has quality, durability, and will unlock all of the 14,000+ disabled toilets in the UK.
Our chosen product of the month is the new Freerider HD 6mph model. This is a class 3 scooter with a fantastic user weight limit of 32.7 stone but very compact in size. It is ideal for users who want something a little smaller to get about on but don’t want a big massive scooter. “Also, with it being a smaller floorpan, it is suitable for those with smaller storage areas where the larger heavyweight scooters are too big to store. “The seat is large and very comfortable while the front and rear shock absorbers make for a very smooth and enjoyable ride. Delta tillers with wrap around handles complement the easy to use display and it has indicators and hazards which are housed in a waterproof casing. “Additionally, it boasts stylish, lightweight, non-scuffing, low profile wheels, along with an easy access tiller mounted charger port. The little details on this scooter make it a lovely edition to the showroom, including the removable carpet feet grips and foot carpet allowing for easy cleaning and the footgrips protecting the paintwork. It comes as standard with 50ah batteries and has a range of up to 25 miles.
www.fortunamobility.com
www.peoplefirstmobility.co.uk
”
20 | www.thiis.co.uk
Pick of the month: Freerider Mayfair 6 HD 6mph from Freerider
“
”
Mayfair 6 HD POPULAR From the Mayfair stable of scooters which have a history of representing strength, durability and reliability this new model gives you the capacity of 460lbs. PRACTICAL With suspension on the front and rear of the scooter and as standard PU solid no puncture proof tyres you can be assured of a comfortable ride and always stay in control. PERFORMANCE Combines the capability of the largest of Class 3 scooters, with the size and price of a much smaller model. Capable of carrying up to 32.8 stone this 6mph scooter is built for strength yet is light to manoeuvre. The perfect all-rounder.
SPECIFICATION CLASS LENGTH WIDTH
3 48”/121.9cm 28”/71.1cm
GROUND CLEARANCE
2.6”/6.6cm
SEAT
Folding
TOTAL WEIGHT
214.9lbs
WHEEL/TYRES
10” Puncture proof tyres
SPEED
6mph/9.6km/h
BATTERY OPTIONS
2 X 50Ah
CAPACITY
32.8st/209kg
MAX GRADIENT
6 degrees
SUSPENSION
Yes
LIGHTS
Yes
COLOURS
Red
REAR
TURNING RADIUS
COLOURS
10” Puncture proof tyres 53.25”/ 135.2cm
Red
Our policy is one of continual improvement.
Visit www.freeridernetwork.co.uk or call 01535 669 604 or email sales@freerideruk.co.uk Unit 2C Acre Park, Dalton Lane, Keighley, West Yorkshire, BD21 4JH
pick of the month
Darren Macey, Business Development Manager for Lifestyle & Mobility
Pick of the month: Stockholm Motion Plus by Furmanac
“
As always, we at Lifestyle and Mobility are always looking for the most cutting-edge products on the market. Products that not only help give people independence but products that any able-bodied or disabled person would be proud to have in their home. “Well you won’t be disappointed with the Stockholm Motion Plus by Furmanac. The Stockholm Motion Plus is a fusion of craftsmanship and technology brought together by the British Manufacturer. It comes as standard with USB charging, under bed lighting, adjustable sevenzone pokey spring base, upholstered seven-zone pocket spring box mattress top with a latex or memory foam topper. Now if that wasn’t enough, it also comes with a wireless handset with memory functions that you can set yourself. “Gee, the Managing Director of Furmanac, has a clear direction that she has driven the company to and she continues to innovate in our industry, bringing a high-end look and design to those with mobility without compromising on design or function. It’s truly remarkable and one bed our customers don’t need to sleep on before marking a purchasing. “The Stockholm Motion Plus is the most beautiful looking adjustable bed on the market to date and that why we’ve pick this as the Product of the Month.
”
www.lifestyleandmobility.co.uk
James Gargan, Commercial Director of Beechfield Healthcare
Pick of the month: Excel G-Logic Wheelchair from Van Os Medical
“
Van Os Medical have designed a modern, lightweight aluminium frame wheelchair that sports a stylish look. The crash-tested Excel G-Logic came from the fundamentals of its predecessor, the G-Lite Pro, a firm favourite with therapists in the Irish market. “The ultra-lightweight wheelchair tips the scales at just 11.5kg and has a new rear wheel design inspired by the cycling industry. “The G-Logic can be folded into a tiny travel companion by removing the quick release, detachable 24-inch puncture proof tyres, footrests and adjustable arm rests. “The G-Logic comes in a seat width of 16-inch, 18-inch or 20-inch and the cleverly designed velco strip cushions come in four stylish colours. The frame is available in black, white or silver allowing the user to configure their own personal look. “The G-Logic is the perfect solution for people seeking a compact foldable chair coupled with comfort and sleek design.
”
22 | www.thiis.co.uk
www.beechfieldhealthcare.ie
Call now to reserve at a
special launch price!
new to the market
Blurring the line between shower chair and active wheelchair
LIFT TOGETHER IN PERFECT HARMONY Now available to be specified and installed throughout the UK, Terry Lifts has launched its Harmony FE (fully enclosed) lift range, stating it has recognised the growing demand to develop a ‘through floor’ lift with a greater load capacity and capability to carry a wheelchair and a standing attendant. The range comes in fur models Compact (two people standing or one seated), Standard (wheelchair user), Longer and Longer Wider (both capable of carrying a wheelchair plus an attendant or carer). Featuring its new ‘quiet glide’ system and flexible wireless controls, the Harmony range also includes powered door on wheelchair versions, dimmable LED lighting, glass rather than acrylic vision panels, as well as an impressive 325Kg load capacity as standard. Underlining category C electric wheelchairs increasing weight, along with the growing bariatric market, Terry Lifts says the Harmony FE range is unique in being able to support all vertical travel requirements. For more information, call 0333 241 2143 or email enquiries@terrylifts.net www.terrylifts.co.uk 24 | www.thiis.co.uk
Osprey Healthcare is preparing to launch its Flyta Active shower chair, a new design combining the functionality of a standard shower chair with the appearance & comfort of a highend wheelchair. The design follows feedback from active wheelchair users after a shower chair that is “less ‘clinical’ and more dynamic” explained Paul King, Director at Osprey Healthcare. “Thousands of active wheelchairs are sold each day and this product will complement each one of them,” commented Paul. “It’s a unique product which we’re sure will be well received by the active wheelchair user community. We’re sure our
dealers will see its potential and add it to their existing range.” Initially available with seat widths of 17 inches or 19 inches, Osprey is offering a 15-year warranty on the rust resistant frame and a two-year parts warranty, In addition, the Flyta Active has been designed to be compatible with the industry leading Geberit Aqua Clean and Geberit Mera toilets. Having been in development for the past six to nine months, the Flyta Active is expected to land on the market in Late August / early September. www.ospreyhealthcare.com
Harmony FE Homelift The newest member in our family of high quality access solutions Harmony FE (Fully Enclosed) Homelift: Sizes to suit most properties Choose from: Wheelchair & attendant Wheelchair Compact Reliable & easy to operate Exceptional 325kg weight capacity Features for users of all abilities Resolves current & future access problems Quick, no mess, no fuss installation Buy direct from the British manufacturer Complies with BS5900 & 2006/42/EC machinery directive Nationwide aftercare
The supplier of choice for many local authorities for more than 45 years
0333 241 2143 EMAIL: enquiries@terrylifts.co.uk OR VISIT: terrylifts.co.uk/harmonyfe CALL:
FOR A NO OBLIGATION QUOTE OR BROCHURE
New Harmony FE
round-up
Acorn sprouts further growth Yorkshire-based global stairlift manufacturer Acorn Stairlifts has reported “another successful year of growth” in the year ended September 2018 as the company’s revenue grew six percent to £22.4million. With 71 percent of its revenue being generated outside the UK, the company created by founder and current Chairman John Jakes in 1992 has become a worldwide stairlift juggernaut, exporting to over 80 countries and enjoying significant market share in the USA. The Group’s operating profit (excluding costs) rose moderately from £22million in 2017 to £22.2million in 2018, leading to the company to increase dividends paid out from £19million in 2017 to £20.8million in 2018. Additionally, post year end interim dividends of £12.6million were also declared. As the sole shareholder for the
stairlift giant, all dividend payments go to Jakes, who now resides in Monaco. In total, the mobility mogul is estimated to have paid himself £97.5million in dividends in less than a decade.
www.acornstairlifts.co.uk
A LUXURY BRAND MAKEOVER FOR ACCESS BDD Working in partnership with Teesside design agency Better, stairlift and home lift supplier Access BDD has had a dramatic brand makeover. Using neutral colouring and classic typography, the company describes the new identity as forward-looking, with a new logo retaining the upwards arrow from the former brand which runs up through the lettering, forming the basis for a stylish new custom font.
26 | www.thiis.co.uk
Interestingly, the stairlift supplier says the Access BDD name and logo now take a discreet backseat in the new branding, highlighting that it is befitting for a company that exclusively supplies to the trade. With attention being directed firmly on the products themselves, a new approach to product photography focuses on showing clean and simple images with lots of close-up details, whilst a monochrome colour scheme aims to give the brand a contemporary look and provide an elegant framework for displaying the products. According to Access BDD, brochures and other promotional
material have been designed to present information in a clearer and more attractive way, giving trade partners a powerful tool when presenting Access BDD products to end-users. Marketing Manager Adam Wakes said the new branding was inspired by leading consumer technology and luxury product brands, merging the two together to create some fresh and unique for the mobility market. Added that the rebrand sits within Access BDD’s strategy to become easier to do business with, Adam commented: “The brand is the visible side of some exciting developments in the way we work with our partners. It also enhances the luxury styling of our new Altura home lift range.” www.accessbdd.com
Introducing Our New Identity.
renewed freedom
focus
MERGERS, ACQUISITIONS AND INVESTMENTS MILBROOK AND ITS SUBSIDIARIES ULTIMATE HEALTHCARE AND CONSOLOR ACQUIRED Millbrook and its subsidiaries Ultimate Healthcare and Consolor have been acquired by Cairngorm Capital Partners, marking the private equity firm’s entry into the assisted living sector. Prompted by the retirement of Millbrook’s founder and majority owner Colin Croll, Phillip Campling, now Chief Executive Officer, together with Millbrook’s management team, will use the capital investment to facilitate further expansion. “I am extremely proud of all that we have achieved at Millbrook to date – we are performing strongly, have established a terrific management team and are well-prepared for the future,” commented Colin. “Consequently, I believe that this is the appropriate time for me to step aside and for Millbrook to progress with new owners, who will ensure that it fulfils its potential.”
Mike Kerins, former CEO and President of industrial distribution firm Cromwell Group, joins the company as Chairman to help manage Millbrook’s development, along with
Cairngorm Capital Operating Partner Victor Vadaneaux who joins as a NonExecutive Director. www.millbrook-healthcare.co.uk
24NRG expands reach in the South West Both specialising in supplying and maintaining mobility equipment to the care sector, Hereford-based 24NRG Healthcare has acquired Devon-based Lighthouse Healthcare Solutions (previously known as Lighthouse Maintenance and Services). Operating nationally throughout the UK, the acquisition of Lighthouse Healthcare Solutions will expand the Group’s reach in the South West of England, with Lighthouse’s previous owners Nick and Deborah Lott remaining with the company for the
28 | www.thiis.co.uk
foreseeable future. Brenda Robinson, 24NRG Business Manager/Clinical Nurse Advisor, said: “I am proud to have known Nick and Deborah for many years and have watched their business grow through dedication, hard work and excellent customer service. “We are excited about the future development of our business and will continue to support customers, build long lasting relationships and happily seek and go the extra mile for them.” In addition, Lighthouse Healthcare
Solutions is branching out from the care sector and providing products and services to private customers as well. www.24nrggroup.com
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focus
MERGERS, ACQUISITIONS AND INVESTMENTS ARJO ACQUIRES SIGNIFICANT EQUITY IN SILICON VALLEY TECH FIRM Continuing the trend of global Scandinavian moving and handling suppliers increasing its presence in the USA, Arjo has acquired substantial equity in Atlas Lift Tech, gaining a seat on Atlas’ Board of Directors. As part of its investment in Atlas, there is also a performance-based option for Arjo to acquire additional equity. Formed in 2009, Silicon Valleybased Atlas Lift Tech creates safe patient handling and mobility training programs for care providers, alongside its proprietary software system LiftTracker, which provides real-time task tracking and scheduling to evaluate the efficiency of the safe patient handling and mobility program. Having started working together during the third quarter of 2018, the investment and commercial collaboration is expected to have a positive impact on Arjo’s net sales, gross margin and earnings per share already in 2019, says the company. www.arjo.com
30 | www.thiis.co.uk
Etac snaps up US moving and handling specialist Mobility and moving & handling equipment supplier Etac Group has acquired a majority stake in US company HoverTech for an undisclosed fee, expanding its presence in the lucrative North American market. A leader in the US for airassisted patient handling technologies focusing on devices for lateral transfer and repositioning, Pennsylvaniabased HoverTech is owned by its founder Dave Davis and turned over an estimated £80million in 2018. Etac has acquired 70 percent of the shares in the
US manufacturer, with the Scandinavian supplier stating the acquisition will help to create a strong platform for further growth in Europe, the US and important export markets. With sales amounting to approximately £149.5million in 2018, the move will add to Etac’s already extensive product range, consisting of manual wheelchairs, patient handling equipment, bathing and toileting aids, pressure care products and mobility equipment for children and adolescents. www.etac.com
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focus
MERGERS, ACQUISITIONS AND INVESTMENTS OT-led mobility retailer completes acquisition Established by qualified OTs Bev Kelly and Ailsa Reston in 2008, Cheshirebased RKS has completed the purchase of Manchester Mobility.
PRISM MEDICAL NOTCHES SECOND ACQUISITION OF 2019 A month on from its acquisition of Assured Healthcare (Scotland), Prism Medical has purchased County Durham-based Care-ability Healthcare, a manufacturer of slings and supplier of a range of a wide range of moving and handling equipment. Established by David and Penny Tilly in 1998 as a small maintenance and service dealer, Care-ability Healthcare now employs over 50 members of staff and holds large installation, service and maintenance contracts across the North East.
Now part of the expanding Prism Medical portfolio, the acquisition increases Prism Medical’s product and service offering, along with its UK manufacturing footprint, taking the Group’s tally of production facilities to four after acquiring both Smirthwaite and Mackworth Healthcare in 2015. At the end of 2018, Prism Medical was sold to Limerston Capital, with the private equity company’s founding partner confirming Prism would be back on the acquisition trail in 2019 as it aims to achieve ambitious growth goals. www.prismmedical.co.uk
Having started working in the wheelchair industry over 45 years ago, Dave Gaucas grew Manchester Mobility with a commitment to offering bespoke services to customers, with RKS’ Bev confirming the company’s share a very similar ethos. “Dave was looking for support with his business with a view to tailoring down his hours (and an action plan for retirement) and we are keen to ensure his clients have access to the same level of service to which they are accustomed,” commented Bev. RKS says the acquisition will expand its reach in the rehabilitation, wheelchair and mobility market, with the company taking on responsibility for all servicing, warranty and reassessment needs for existing and new customers of Manchester Mobility. Over the transition period, Manchester Mobility will keep its name but will be relocated to RKS’ base at Cheshire Oaks, where it will be supported by RKS’ expertise in therapy and engineering. For further information contact Tel 0151 356 7007 or email enquiries@ rksot.co.uk www.rksot.co.uk
32 | www.thiis.co.uk
round-up
Shaping the future of assistive technology
ROUND THE CLOCK STILTZ SUPPORT Stiltz Homelifts has introduced a 24-hour, seven-day-a-week technical response service to meet rising demand as the company’s dealer partner networks continues to grow. Leading the initiative, Gino Farruggio, Trade Sales Director for Stiltz Homelifts UK, commented: “The Stiltz dealer programme has come a long way since we introduced it in 2017 and we’re speaking with more and more dealers within the trade network about becoming authorised Stiltz partners all the time. “To demonstrate our commitment to the growing partner programme and to recognise that more dealers continue to come on board, we felt it would be extremely useful for dealers, especially our Premier Partners, to have access to a 24hour technical service line.” Despite those in the Premier tier having undergone comprehensive training to be capable to have complete ownership of sales, installation and maintenance process, Gino highlights that’s there may be occasions when dealers’ engineers have a question or are looking for a little additional help on more complex installations. www.stiltz.co.uk 34 | www.thiis.co.uk
Aiming to raise the standard of all assistive technology-related services across the UK, industry standards body CECOPS is working in association with the British Healthcare Trades Association (BHTA) to deliver its first assistive technology conference in June 2020. Working with approximately 200 services, CECOPS is aiming to bring together all professionals from across AT sectors to help shape the future of assistive technology services. Working to ensure AT products and services are accessible and fit for purpose for the 21st century, CECOPS says the conference will be strategic and solutionsfocused, covering all aspects of AT provision.
Featuring special guest speakers, the standards body underlines the event will encompass all aspects of assistive technology, including digital health, telecare, community equipment and wheelchair services, communication and sensory equipment, smart homes, home adaptations and environmental controls. www.cecops.org.uk
ADRENALINE PUMPING FOR CHARITY At its fifth annual Charity Day, the Countrywide Care Network (CCN) brought a record number of mobility and care professionals together to compete in hair-raising activities for charity. Taking place at Adventure Sport, the fundraising day saw six teams compete for the CCN Charity Shield by participating in actionpacked contests including relay karting, quad bike trials and axethrowing. The event raised over £1000 charities including Bobath Wales, Parkinson’s UK, Scope & Cancer Research UK.
“A great day to network and meet with new and existing suppliers to the CCN,” commented Nest Evans, CCN Chair. “Huge thanks go to all that supported the day and we are already planning our next one.” Launched in 1992, the CCN is the largest buying group in the mobility and care sector, consisting a number of the mobility industry’s most recognised and established retailers, including Clearwell Mobility, Clark & Partners, Hickleys Mobility & Healthcare and Millercare. countrywidecarenetwork.co.uk
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retailer spotlight
DIRECT MOBILITY HIRE & CLASSIC MOBILITY: A CLINICAL APPROACH TO MOBILITY RETAIL After a number of serendipitous experiences, Lauren Bromfield’s journey in the mobility industry could almost be described as fate, having worked for Motability, qualifying as an OT and working for the NHS before becoming a director of TechMed Services – the parent company for established mobility businesses Direct Mobility Hire and Classic Mobility. THIIS caught up with the busy director as Direct Mobility Hire Lauren Bromfield celebrates its 20th year anniversary to find out more about the history of the two companies, a recent decision to relocate, as well as her personal experience of trying to strike the right balance between clinical and business needs. 36 | www.thiis.co.uk
Classic Mobility has now set up shop in Hertford, a walking distance from sister company Direct Mobility Hire’s new premises
DIRECT MOBILITY HIRE HAS REACHED ITS IMPRESSIVE 20-YEAR ANNIVERSARY, HOW DID THE COMPANY FIRST START? “Initially Direct Mobility Hire started life as Homecare in 1989 by an OT who was struggling to find equipment for her clients on a short-term basis. The NHS wasn’t providing equipment loans on a short-term basis and there wasn’t any rental service out there that she could find so she decided to set it up for herself. “The business grew quite quickly and she found it too large to manage so she decided to put the business up for sale, which is how my father became involved in the mobility industry.” WHAT MOTIVATED YOUR FATHER TO PURCHASE THE MOBILITY HIRE COMPANY? “My dad John Eden had just sold a successful windscreen replacement franchise with his business partner Vaughan Cox and they were seeking a new challenge. They saw Homecare for sale and while it was something completely different from the business they had been in, it also shared similarities in terms of the need for
quick and high-quality customer service. “They began having conversations with the owner but then my brother was involved in quite a bad accident that caused serious damage to his hip, so he was in the Royal National Orthopaedic Hospital. My dad put all of his business interests on hold as my brother was recovering but when my brother was ready to be discharged, the discharge nurse was explaining the do’s and don’ts of recovery and informed us that because my brother was only temporarily disabled, he wouldn’t qualify for any equipment. “This was the exact gap that Homecare operated in, so after experiencing first-hand just how important the rental service was, it motivated my dad to complete the purchase of Homecare.” WHY DID THE COMPANY CHANGE FROM HOMECARE TO DIRECT MOBILITY HIRE? “Immediately after finishing the deal at the end of 1998, my dad and Vaughan found that the company was being confused with providing care services, rather than care equipment, so they decided to rename the company to Direct Mobility Hire in April 1999. “It was from this point that the company really became established, developing existing and new clients, as well as substantially expanding the range of equipment available for hire.” IS YOUR FATHER STILL INVOLVED IN THE RUNNING OF DIRECT MOBILITY HIRE? “He is. His business partner and friend Vaughan, unfortunately, passed away last year from a brain tumour and although he was no longer a director of the company, he was still really close with my dad. “His passing was another massive insight into the importance of our industry as it was only a year from diagnosis that he passed and, in that time, there was a lot of equipment he needed which we were fortunate enough to be able to provide to him immediately.
“It was during his time at the hospice that our eyes were really opened to the incredible work they do. My dad visited Vaughan daily and despite having worked in the industry for years, to have that real personal experience of seeing someone’s care whilst being nursed at home and then at the hospice left us with so much more empathy for the clients we work with who are often in that same position. “Now we are carrying out the servicing for the hospice free of charge and giving them free equipment. We are just trying to do whatever we can really to help support the amazing work they do.” HOW DID YOU FIRST BECOME INVOLVED IN THE MOBILITY INDUSTRY? “Like many people, I left school after my GCSEs without a passion for a career – I didn’t really know what I wanted to do so I started working with the charity Motability. “I was there for around five years before getting made redundant because the offices moved to Bristol, so I decided to go travelling, still unsure what I wanted to pursue as a career. “When I returned from travelling, my dad asked me to work with him whilst I was looking for employment. I was really only planning to do it for a short time, however, I ended up falling in love with the rewarding nature of the business and soon become a permanent employee. That was around four years before I looked into becoming an OT.” WHAT INSPIRED YOU TO BRANCH OUT AND BECOME A QUALIFIED OT? “With Direct Mobility Hire, we had been working closely and doing lots of visits with healthcare professionals. The more I worked with them, the more intrigued I became into the role so I decided to look into taking it further. “Having been out of education for five years, I went on to complete an access course in London for a year before completing my three-year
retailer spotlight do despite it not being in my plan, so I handed my notice in and came back to the company.”
Reaching an impressive milestone of 20 years, Direct Mobility Hire’s brochures show how the company has evolved in that time
occupational therapy degree in York. “It felt like I had finally found something that I had a passion for and a career that was definitely for me.” WAS WORKING AS AN OT AS YOU EXPECTED FROM YOUR EXPERIENCE WORKING WITH OTS ON THE EQUIPMENT HIRE SIDE? “I had never heard of occupational therapy or occupational therapists before I started working at Direct Mobility Hire and before I started studying, I didn’t realise the breadth of occupational therapy. “I qualified six years ago and after qualifying, I took on a role that I loved within the NHS, working in forensics settings for adults with learning difficulties.” “There are so many different roles you can be in and I only used to the physical side with equipment so it was such a different role from what I had been used to. “Whilst I was working in that forensic setting, my dad merged Direct Mobility Hire with Classic Mobility, a mobility retailer based in Hertfordshire.” HOW DID THE MERGER OF DIRECT MOBILITY HIRE AND CLASSIC MOBILITY COME ABOUT? “We had been working with Classic Mobility for many years because they used to carry out the service and maintenance for our hire fleet. “Initially, my dad John and the directors of Classic Mobility, two brothers-in-law, began a collaborative
38 | www.thiis.co.uk
company offering long-term rental of equipment called Mobility Rentals, where Direct Mobility Hire would provide the equipment and logistics whilst Classic Mobility would do the servicing and maintenance. “After many successful years working together and building a close working relationship, it just made sense to merge the companies because the working relationship was tried and tested. “In 2011, all the companies came together under the TechMed Services umbrella, with Mobility Rentals being closed down and Direct Mobility Hire picking up its work, as there was no longer a need for a separate company.” WORKING FOR THE NHS IN THE ROLE YOU WERE ENJOYING, WHY DID YOU DECIDE TO COME BACK TO THE FAMILY BUSINESS? “Again, it was due to another unfortunate circumstance. During that time, one of the directors of Classic Mobility suffered a bad stroke hospitalised him for a long period of time, so my dad covered his role which primarily consisted of moving and handling projects, such as surveying for ceiling track hoists. “It meant his role of heading up Direct Mobility Hire was left behind and despite having a great management team in place, it was lacking my dad as the driving force. “In the end, my dad contacted me and asked if I would come and assist, which I was always happy to
WHAT CONVINCED YOU TO STAY IN THE BUSINESS AND BECOME A DIRECTOR? “Coming back reignited my passion and I haven’t looked back since. “The merger has gone really well and the company is going from strength-to-strength, however, following his stroke, one of the Classic Mobility founders did not return to the business. Instead, my father and the remaining Classic Mobility founder Alec, along with his wife Carol, continued to run the business. “Last year, Alec and Carol retired and I decided to become a director of the company. Now, between my father and me, we are covering everything across the Group.” DOES IT SEEM LIKE THERE HAVE BEEN A NUMBER OF FATEFUL MOMENTS THAT HAVE LED TO YOU COMING BACK TO DIRECT MOBILITY HIRE AND CLASSIC MOBILITY? “Definitely. It really is a case of everything happens for a reason.” YOU’VE RECENTLY RELOCATED DIRECT MOBILITY HIRE AND CLASSIC MOBILITY CLOSER TOGETHER GEOGRAPHICALLY, WHAT PROMPTED THE DECISION? “Direct Mobility Hire has always been based in North London and Classic Mobility in Hertfordshire, so although both companies covered the same areas, which is London and the Home Counties, they were still based in different premises. “Direct Mobility Hire’s premises in London consisted of a small showroom, an office area which handled all the administration, as well as the warehouse which we had completely outgrown, so we were already on the lookout for a new site. “With Classic Mobility’s founders retiring, the time seemed right to bring the companies together into one location, so we decided to move both companies to Hertford.”
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retailer spotlight WHY DID YOU PICK HERTFORD AS THE RIGHT PLACE TO RELOCATE BOTH COMPANIES? “Hertford has a lot going for it and it felt right. Classic Mobility was already only 15-miles away from Hertford and the location is great; it has a wonderful community feel and still has great links onto major roads for our serviceable areas. “Originally Direct Mobility Hire had a showroom but we found a majority of the hire work is done over the phone. In Hertford, we found two great properties, one being a showroom for Classic Mobility and the other being a separate warehouse unit only a fiveminute walk away, which is ideal for our needs.” BY BRINGING THE TWO LOCATIONS TOGETHER, ARE YOU ALSO PLANNING TO BRING THE BRANDS TOGETHER AS WELL? “We’ve had lots of discussions about this and have decided to keep the names separate. When
we first merged, we changed all of the brandings of both companies to TechMed Services but we felt the individual brands of Directly Mobility Hire and Classic Mobility, which we had worked hard to develop, lost their identities. “We decided the best thing to do was to split the branding again. Now, the showroom part of the operation is Classic Mobility and the warehouse unit is primarily for mobility hire, as it has the storage and cleaning facilities. Most of the hire equipment is delivered and installed to clients’ houses or hotels, rather than collected from the showroom, so we thought keeping the brands apart would help reduce any confusion. “By the nature of the name Direct Mobility Hire, it is clear who we are and what we do, whilst customers know Classic Mobility deals with sales, repairs, servicing and adaptations, so although we are all one company, we do not want to blur those identities too much.”
HOW HAS THE NEW CLASSIC MOBILITY SHOWROOM IMPROVED FROM ITS PREVIOUS RETAIL SPACE? “The new showroom is in Hertford town centre, just off of the high street. It is a much larger space than we had previously and we have focused on keeping it bright and spacious. It stocks all of the standard ADL equipment, walking aids, a range of scooter and wheelchairs, along with everything else you would expect to see in a mobility store. “We also have a range of specialist seating which I carry out the assessments for. Often these will take place in a client’s home or a care home but we also carry demo models in the showroom in case people come in and are not sure what they need.” HOW HAVE YOU ENCOURAGED CUSTOMERS TO VISIT THE NEW STORE? “We did consider if not being on the high street would impact us in terms of sales but for many products,
Off the high street, Lauren highlights seating is less dependent on passing trade and more so on raising awareness in the community
40 | www.thiis.co.uk
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particularly the specialist seating, these are not the type of items people will walk by on the high street and purchase, so passing trade isn’t the most important factor for us. “It is more about people knowing where we are and what we offer, which comes from providing a good service and word of mouth. In particular, we have worked hard to raise awareness amongst important contacts in the community and have already had nurses visit us from local doctor’s surgery and pharmacies approaching us “One of the services we offer as a company is assessments, which I carry out in people’s homes, hospitals and care homes, however, we also offer a free weekly drop-in advice clinic in the showroom which I had been doing at our London branch and am continuing in Hertford.” HOW DOES THE FREE DROPIN ADVICE CLINIC WORK? “We advertise a three-hour slot where people can book in and can have an informal discussion with or without the client to go through their needs with a qualified healthcare professional without having to pay for a chargeable assessment on site. “The service is popular because often people will not always know what equipment they want, so it helps make sure people get the equipment and advice that is right for them
42 | www.thiis.co.uk
without paying an OT assessment. “A lot of people I see in-store receive this anyway but for clients that want to have a more in-depth chat about their needs, I will suggest that they visit me at the drop-in clinic where we can really spend time finding out all about their needs.”
links within the NHS and when they are unable to provide the equipment, they will come to us. We also have close ties to private clinics in London. “I think being an occupational therapist helps because from their point of view, they are working with someone that speaks their language which really helps develop trust.”
AS AN OT YOURSELF, HOW IMPORTANT IS HAVING THAT CLINICAL EXPERTISE AS A MOBILITY RETAILER? “I think it’s really important but I would say that, being a healthcare professional! I see so many clients using inappropriate equipment which they have purchased online or someone else has bought for them, with no knowledge of what they are buying or what their needs are. “We see so many customers with inappropriate wheelchairs that haven’t been set up or adjusted for them because they were not aware that it could or needed to be adjusted, which is worrying. “Even though we have a really experienced team here, there are some queries which require clinical reasoning.”
DO YOU THINK MORE COMPANIES INVOLVED IN THE PROVISION OF MOBILITY EQUIPMENT SHOULD BE REQUIRED TO HAVE SOME FORM OF HEALTHCARE PROFESSIONAL QUALIFICATION? “It doesn’t necessarily need to be healthcare professional qualification as there are loads of mobility retailers that go on all the product training course, have tonnes of experience and are very well equipped to deal with clients’ needs. “There are a lot however who do not have that knowledge and with more online purchasing, where there is less customer interaction, there will be more situations of equipment being used inappropriately.”
DO YOU FIND HAVING THAT OT EXPERIENCE HELPS YOU TO ENGAGE WITH OTHER HEALTHCARE PROFESSIONALS? “Yes, I do think so. We have great
HOW DIFFICULT IS IT MARRYING UP CLINICAL AND COMMERCIAL NEEDS? “From an OT point of view, you want your clients to have everything and from a business point-of-view, you
retailer spotlight have to consider margins because as a business, you have overheads, staff, stock and everything else to consider. “The commercial side has been an steep learning curve and you gain an appreciation of why you can’t simply pass on things at cost to people because it would be impossible for us to grow and continue to expand the range and service that people need. “So, getting the two to meet, has been interesting and requires me to switch between wearing different hats.” RECENTLY, A LOT OF THE SHORT-TERM HIRING SERVICES IN THE UK TO PRIVATE CUSTOMERS, SUCH AS SHOPMOBILITIES AND THE RED CROSS, HAVE BEEN CLOSING OR STRUGGLING. ARE YOU SEEING MORE OR LESS DEMAND FOR SHORTTERM EQUIPMENT HIRE? “The demand for hire equipment for Direct Mobility Hire remains pretty stable as we hire to such a vast range of clients, including the NHS and private clinics, care homes, private individuals, as well as lots of holidaymakers, travel companies, charities and even film studios and production companies. “Unlike a service like Shopmobility which may only hire scooters in shopping centres, our product and client portfolio is diverse and consistent, so if one area dips, another area is usually rising. “There have been lots of companies emerging since we started 20 years ago but we offer such a variety of equipment, from a raised toilet seat to scooters and ceiling track hoists, that are all delivered, installed and collected by our own technicians, that we do still offer a relatively unique service. “There are a lot of companies that say they do offer a hire service but usually only as an add-on to their core business, with a pretty limited range, whereas hire is Direct Mobility Hire’s core business, so naturally it is well equipped to meet customer’s needs.”
44 | www.thiis.co.uk
WITH MORE COMPETITION, HOW HAS DIRECT MOBILITY CARE MANAGED TO DEVELOP AND GROW OVER THE YEARS? “We only operate within an area we can manage to ensure people receive the best care, especially because if something was to go wrong with an electrical product, we need to make sure we can respond immediately to swap or repair it. “So not stretching ourselves too far and staying committed to our quality and service have been key. “We go down as far as the South West and occasionally deliver further afield for certain situations, such as if someone may be holidaying. Our core area however is London and the Home Counties and we don’t advertise outside of those areas. “Also, we are always looking to improve our hire range by getting client feedback and talking with the healthcare professionals we work with, as well as searching for new products by visiting trade shows. “Really our growth has come from really embracing change and moving the offer in line with what people want. The biggest addition I have seen since being here is the hiring of specialist seating, which we didn’t use to do. It is something we knew there was a demand for so we started working with Kirton and is really benefitting the business. “For organisations that wish to trial a range before committing to making a purchase, then the hiring option proves an attractive offer and we see a lot of chairs hired on those terms.” DO YOU OFTEN SEE CUSTOMERS WISHING TO PURCHASE A PRODUCT AFTER HIRING IT? “Yes, often people will hire equipment and then want to purchase it. We always offer a free weekly trial so if someone hires a walking frame and tries it for a week and decides to purchase it, then we’ll deduct a week’s hire cost from the purchase price. “For a lot of these pieces of equipment, from scooters to wheelchairs, people do not know if
the aid will be right for them until they really use it in their everyday life and to purchase some of these products new, such as a mobility scooter, can be expensive. “Fortunately, we are able to give people that opportunity to try the equipment first and if they hire a piece of equipment upfront and they do not like it, it has only cost them the hire fee.” WHAT DO THE NEXT 20 YEARS HOLD FOR DIRECT MOBILITY HIRE / CLASSIC MOBILITY? “We are very happy with our current business and don’t have plans to expand nationally, although we will continue to look at ways of extending our range. We just want to continue offering a good service to our client base, serve the local community and also embrace changes taking place in the industry. “Importantly we don’t want to get complacent. We work closely with a social media company and are investing in our website so I think it is important not to get left behind, particularly digitally. We are always looking for what can improve our service but we aren’t trying to take over the world.” directmobility.co.uk classicmobility.org.uk
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more about‌
The German mobility manufacturer has its sights set on UK expansion
MEYRA...
A NAME SOON TO BE FAMILIAR TO DEALERS? Despite being one of the world’s best-known brands of powered and manual wheelchairs, there is a good chance that the name Meyra may not be familiar with many dealers in the UK. Firmly established in mainland Europe, the company has yet to become a household name on these shores, having only worked with a highly select number of partners over the years. Speaking with Stephen Stone, Sales Director for Meyra in the UK, he explains why this is something that is about to change. 46 | www.thiis.co.uk
NOT NEW KIDS ON THE BLOCK Established in 1936, Meyra is a German manufacturer of a range of mobility aids and powered mobility devices, with an established range of wheelchairs, powerchairs, scooters, as well as rehabilitation equipment. In 2018, Meyra established the ‘Meyra Group’ - a consolidation of companies and their portfolios from its rehabilitation and orthopaedic divisions – and now boasts subsidiaries in Poland, Hungary, Denmark, Spain, Czech Republic, The Netherlands, France, Italy and Russia, expanding the brand across the continent. Having enjoyed substantial growth in its own domestic market of Germany, through a mixture of continued organic growth and strategic acquisitions, the mobility manufacturer is now turning its attention to the UK and bringing a number of newly launched products to contend in the competitive powered device marketplace.
MAKING ITS UK DEBUT Following a successful launch in mainland Europe, Meyra is now bringing its newly-released, lightweight powerchair to the UK. Weighing just 22kg, the iTravel is the lightest powerchair ever produced by the international manufacturer and boasts a 10km range. Capable of folding easily in a single movement, the company emphasises the chair enables users to easily access a world of travel, shopping and work.
THE PLAN TO EXPAND In spite of a history spanning over 80 years and an increasingly healthy position in Europe, the brand remains largely obscure in the UK. Discussing the company’s ambitions for the UK, Stephen says that Meyra has only really dipped its toe in the more niche-end of the UK market, selling a limited selection of its wide product range, however, notes that UK expansion was always something the company had its eyes on. “Historically, Meyra has been active
indicated that the opportunity for Meyra within the UK could be even greater if there were more sales outlets and support resource available.” Bolstered by the success of its existing dealers, Meyra is now aiming to expand its dealer network with more outlets nationally to promote its core range of active/ configured wheelchairs and high-end powerchairs. “The intent is to establish a distribution partnership with a compatible UK-based company
“This strategy will focus on twenty or more specialised dealers who have the skill-set to grow this relationship” STEPHEN STONE
in the UK over the years with a small but very dedicated dealer structure who have focused primarily on specialist product needs including the Meyra flagship Optimus outdoor powerchair,” commented Stephen. “In recent times, Meyra has relied on its current sales activities from mobility dealers based in Somerset, Gloucestershire, Oxfordshire and Lancashire and this network has provided national coverage wherever possible. Their success clearly
that will give the confidence mobility dealers need to invest in Meyra providing real-time after-sales service and support,” continued Stephen. “This strategy will focus on twenty or more specialised dealers who have the skill-set to grow this relationship.
Stephen is confident Meyra’s iChair Orbit (pictured) and iChair Sky will be contenders in the UK’s competitive market
www.thiis.co.uk | 47
more about… With the exception of the existing dealers and their established areas of activity, we will target all other areas.” PRECISION ENGINEERING With the design, engineering and manufacturing of the majority of its products taking place in its purposebuilt production facility in Germany, Stephen says Meyra has to prioritise the quality of its products to meet the high demands of the German reimbursement system. “Meyra manufacture their configured product in Germany, which, alongside the UK, is the most demanding of markets to determine just how good a product needs to be to perform in the market,” he emphasised. “So the company will not compromise quality over cost and dealers can sell any Meyra product with confidence and the knowledge that these products are engineered, tested and manufactured to the highest German standards and will not fail them in the field.” In particular, the manufacturer is keen to bring its flagship iChair MC series and XXL powerchairs to British end-users, along with its complete range of standard, active and configured manual wheelchairs. Additionally, the German manufacturer is bringing two new high-end powerchairs which it hopes will prove a winner with retailers – the iChair Orbit and the iChair Sky. Thinking of the dealers Understanding that dealers require more than just high-quality products in order to sell powered mobility
products to end-users, Meyra says it is bringing an entire dealer-focused support infrastructure with it to the UK. “Individual markets need individual attention to establish Meyra further,” noted Stephen. “Product specification and options have been modified to compete with industry peers to reflect the needs of the UK market and a considerable investment has been made in the Customer Information, Service and Support System (KISSS).” According to Meyra’s sales director, KISSS is a dealer-specific interactive tool providing retailers with all the information required to support with the sales of its ranges of mobility aids, enabling retailers to check on stock, configure chairs, check pricing and availability, place orders including spares, review historical activity/ quotes and see what weekly offers are being marketed. “The KISSS system is a tool which is very easy to work with and can provide the information and live feedback which dealers need and expect from manufacturers today,” underlined Stephen. “This was a significant investment by Meyra to support the large portfolio of products that have established them so strongly throughout Europe. There is a mobility solution to meet every need within its range of products and the educational-based format that has been created is unique, informative and essential in today’s healthcare market.”
WHAT IS THE PERFECT DEALER IN MEYRA’S EYES?
On the hunt for 20 key mobility dealers to work with across the UK, Stephen described what Meyra’s dream dealer looks like, emphasising the educational approach the company champions. “Dealers have to make difficult choices sometimes on margin versus suitability and it is only the latter that Meyra works successfully with,” stated Stephen. “A chair assessment must be right for the client and to cross this thin line can have ongoing health and financial consequences, therefore, dealers who are prepared to arm themselves with an arsenal of product knowledge and assessment information tools will ultimately then decide which is the best product for their clients to invest in. “Meyra wants to work with dealers who want only the best for their clients.”
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The European mobility supplier is also planning to turn heads with its active wheelchair ranges, particularly its Smart models (pictured)
Alongside its KISSS system, Meyra is also putting boots on the ground, investing in its UK sales resource with the provision of a product specialist, who will be available to support dealers, confirmed the company. “Product specialists undergo an ‘apprenticeship’ process (as do all the Meyra employees in Germany) and with many years of experience behind them, they can communicate with confidence the story behind each product,” continued Stephen. “The simple Meyra strategy is to offer a UK-based mechanism that will give a limited number of specialist dealers the confidence to invest in the Meyra story going forward.” ONE TO WATCH With an extensive, quality engineered range and an established dealer support network that has been tried and tested across various European markets, Stephen is confident that Meyra will soon fast become a household name within the UK mobility market. “Meyra will continue to expand its operations and invest in product and people which clearly indicates that there is a great deal more to come from Meyra in the coming months and years,” he finished. For further details on Meyra, its product portfolio or its dealer ambitions, contact Stephen Stone via email at stephen.stone@meyra.de or call 07738 338516 www.meyra.co.uk
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20 years of THIIS
A TRIP DOWN MEMORY LANE The Homecare Industry Information Service (THIIS) is 20 years old in 2019! For the last two decades, THIIS has been keeping the trade in the know with the latest news, views, products and jobs in the industry. Over 2019, THIIS is looking back at some of the interesting, impressive or surprising stories featured in past issues that have shaped the industry into what it is today.
FRAUD ALERT With an almost endless amount of dubious and dangerous emails landing in inboxes on an almost daily basis, THIIS’ coverage in August 2010 revealed an audacious fraud that took place with Handicare. Handicare’s Tony Mercer told THIIS at the time that it had received a purchase order from a regular customer for collection. According to Tony, the equipment was collected at the agreed time and all seemed well until the dealer received the invoice and contacted Handicare to advise that it had placed no such order. A bogus company had copied the dealer’s logo and order form to create a purchase order and because the lifts were collected, there was no delivery address to trace the lifts. This tale from the past is a good reminder for companies to remain vigilant, with audacious fraud attempts always on the horizon.
AUGUST
2010 50 | www.thiis.co.uk
HALFORD REVERSES
AUGUST
2011
In 2010, Halford announced that it was to begin selling mobility scooters, an announcement that raised eyebrows across the mobility sector. In August 2011 however, THIIS revealed that the automobile and bike giant was to reverse the decision. A statement released by the company said whilst it had made progress selling mobility products for the year across its 248 stores and online, it was going to focus its mobility sales online, cutting down the amount of space dedicated to mobility in its retail premises. Eventually, Halfords would completely exit the mobility market.
“We have sold mobility products nationally for a year and have made considerable progress in that period. We know that customers like to research these products extensively online before purchasing. We therefore plan to make Halfords.com the focal point for mobility sales while consolidating our in-store range and the numbers of stores stocking mobility.” HALFORDS COMPANY STATEMENT IN AUGUST 2011
Home Comfort
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We are a dynamic and established bespoke seating company, with a reputation for providing innovative and extensive expertise within the home and the wider healthcare marketplace. We engineer and manufacture our chairs in Wales using a broad range of mechanisms, fabrics, features and accessories. Our vibrant and proactive Research and Development team enjoy designing chairs with input from Healthcare professionals to ensure your client is comfortable in a chair that exactly fits their needs. Whatever the question the answer is always...
Yes! visit us online at www.primacare.co.uk or call 01685 845900
20 years of THIIS
AUGUST
2013
WOVEN INTO THE FABRIC OF SLINGS
UP THE GARDEN PATH In August 2013, Herefordbased mobility retailer responded to the call of a distressed television producer who was in the middle of shooting an episode of Love Your Garden’ with Alan Titchmarsh in Hereford. Halfway through shooting the episode, the production company realised they had a real garden access issue for the wheelchair user residing at the makeover address, with their usual access supplier being unable to provide an ‘off-the-shelf’ solution to the problem. The following day, the mobility retailer managed to construct and install a bespoke ramp, working around the film crew, ready in time for the big reveal.
AUGUST
2014
In August 2014, THIIS reported that County Durham-based sling manufacturer Care-ability Healthcare had decided to do away with printed labels in favour of a woven design, smart label on its slings. According to MD David Tilley, the company had started out with woven labels but replaced them with printed with the introduction of LOLER requiring more information which the company’s machines would have been unable to put onto woven labels. Stating woven labels were more serviceable than its printed counterparts, which could fade through harsh laundry processes, David said despite the additional costs, it was worth reintroducing the woven labels, with the company able to produce labels with custom logos and branding for customers. In July 2019, Care-ability was acquired by Prism Medical UK. Read more about the acquisition on page 32.
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AUGUST
2015 BARONESS BRAVES WHEELBARROW FOR WHEELCHAIR SERVICES IMPROVEMENTS Campaigning to ensure wheelchair users receive the right wheelchair at the right time, Baroness GreyThompson posed in a wheelbarrow alongside former anaesthetist Dr Jean Waters and patient champion Fiona Carey in front of the Houses of Parliament to mark the launch of the Wheelchair Alliance. Created with the objective to improve NHS England’s disjointed wheelchair services, the alliance brought together MPs and clinical commissioning groups (CCGs), as well as other healthcare professionals to tackle the widespread confusion and varied levels of service for users across the country. Steady campaigning across multiple groups led to the Wheelchair Service Improvement Programme, which is still in place today, which focuses on creating a national dataset, personalising wheelchair services and supporting commissioners.
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AUGUST
AUGUST
2016
2018
MAKING CONCESSIONS
BETTERLIFE CLOSES CASTLE VALE STORE
Having set up a successful online mobility retail operation, in August 2016, Ability Superstore’s Managing Director Julia Phipps discussed the company’s concession strategy with THIIS, providing the traditionally online retailer with a bricks & mortar presence. Julia highlighted how the company had successfully established a number of concessions in various Boundary Mill department stores, noting that the concessions flourished due to Boundary Mill Stores’ customer demographic being a perfect fit with its mobility and independent living ranges. With the concessions carrying over 400 different lines, including wheelchair blankets, rollators and walking sticks, Julia suggested more concessions in other department stores and garden centres could be on the cards.
“Our Boundary Mill Stores experience has added a lucrative string to our bow and allowed us to market our products to customers who prefer to shop offline.” JULIA PHIPPS, MANAGING DIRECTOR OF ABILITY SUPERSTORE, IN AUGUST 2016
BHTA TAKES ACTION ON ROGUE TRADER
AUGUST
2017
Following a damning investigation on BBC Rogue Traders, the British Healthcare Trades Association (BHTA) began disciplinary action against ‘Arise Mobility’ in August 2017. The investigation revealed the furniture company to have been in breach of a number of the BHTA’s Code of Practice, including cold-calling vulnerable customers, sales staff spending too long in potential customers’ homes and a lack of pricing transparency. A day before facing a disciplinary hearing over the allegations, the Wolverhampton mobility company resigned from the BHTA and three months later, entered liquidation.
“This firm has not been a member for very long and is already facing disciplinary action leading to expulsion. The sales techniques described are not consistent with our Code of Practice.” SARAH LEPAK, DIRECTOR OF GOVERNANCE & POLICY AT THE BHTA, IN AUGUST 2017
After closing down its award-winning Leeds store earlier in 2018, THIIS reported that Betterlife had closed its Castle Vale store in August 2018, less than just three years since it opened its doors. Having achieved tremendous success with its mobility retail operation, Betterlife from Lloyds Pharmacy ran into trouble when increased online competition saw its profits diminish substantially. The company’s annual report revealed just how difficult 2018 had been for the company, with operating profits falling to under £10,000, a significant decline compared to the more than £1.5million it enjoyed the previous year. In 2019, the company revealed the closure of all dedicated Betterlife B2C channels, including its website, stores and telesales, as well as the removal of bigger ticket mobility items such as mobility scooters from its range. The company is still supplying trade customers with a reduced range of Betterlife products, as well as selling smaller, aid to daily living products under the Betterlife banner via its pharmacy network.
OT perspective
THE FIVE STEPS TO ENGAGING SUCCESSFULLY WITH CLIENTS If you are an exhibitor, then this is for you…
A
s you probably know, in addition to our OT practice, we run events all over the UK, all with the aim of helping to upskill occupational therapists and help make them aware of products and services that can help them and their clients. They’re known as OTAC (Occupational Therapy and Adaptations Conference) events, and after running one successfully in 2016, we ran four in 2017, and this year we’re running 9! Anyway, one of the most common bits of feedback that I get from the OTs who attend is around how helpful and beneficial it is for them to meet with manufacturers and understand how their products work – it broadens their horizons and helps them to specify the correct equipment and adaptations for their clients. With that in mind, I just thought I’d put together a quick five-step guide for exhibitors looking to engage with potential clients at events:
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UNDERSTAND THE WORLD OF OCCUPATIONAL THERAPY Obviously, you know how your product helps the end-user but one of the things I would urge you to do is develop your understanding of how occupational therapists work and how you can make their jobs easier. Talking to OTs at events can give you an insight into how products and services are specified and funded, which in turn can help you to get your product into more homes and help more people.
You may be targeting dealers or selling products or services to the trade, ultimately though, the end-user is the customer, not necessarily the person you sell the product to, thus get to know the chain and work with them all. SHOW THE DEALER, RETAILER, THERAPIST, OR BUYER HOW IT WORKS We’ve all seen enough shopping channel TV to know that people are naturally sceptical of ‘gadgets’ and the like, so that’s why it’s crucial for you to make sure that you can communicate the power of what you sell to the delegate who is at your stand! One of the best ways to do that is via live events – take your product along and you can provide them with a live demonstration. Remember, no laptops, mobile phones or eating on your stand as these put off customers and harm your brand. The delegates are your customers and want your full attention, whether for a quick hello or a thirty-minute demonstration - first impressions count and could lead to a sale.
BUILD RELATIONSHIPS Everything is easier to sell when you’ve got a relationship with the person you want to sell it to and getting face-to-face with the people who can buy your product is the best way to build that relationship. That’s why it’s so vital for manufacturers to get out of the office and along to events – it allows you to really build relationships with people and reduces the friction between you and the sale. BE VISIBLE You might have the best product in the world but if no customer in the world is aware of its existence, you’re unlikely to sell that many and the knock-on effect is that you’re not helping as many people as you want. Getting along to events and building your brand visibility can ensure that people know who you are and what you do, which gives you far more chance of making the sales you want.
Key Point: Your stand does not need to be the biggest or most expensive. A good stand at many events with happy knowledgeable staff engaging with customers trumps having one large stand at one event or not attending events where your customers are. CAPTURE DATA One of the biggest mistakes I see at events is exhibitors not collecting the data of the attendees. They’ll have a great conversation, but without data it’s impossible to follow up on that person and all the hard work you’ve put in is lost. Whether it’s a straightforward ‘give me your email address and I’ll send you some more information’, or something more subtle like a business card draw, getting the data of the people most likely to buy from you is a vital step of all successful exhibiting.
I hope these tips can help you at your next exhibition and remember, if you’d like to talk to me about exhibiting at OTAC, just give us a call on 02921 900402 or email stuart@ promoting-independence.co.uk. Also, there is an exciting new event we are aware of that is specifically for the trade coming soon. More will be revealed in next month’s edition.
OTAC Events 2019 SO LD
OTAC Reading
Wednesday 10 July th
Hilton Hotel
OTAC Southampton
Who else wants their product in front of HUNDREDS of occupational therapists? OTAC is the UK’s only FREE occupational therapy and adaptations conference, giving retailers valuable opportunities to showcase their products, and OTs crucial knowledge of products that can make their clients’ lives better? To talk to us about exhibiting at OTAC, call us now on: 02921 900 401 or email karen@promoting-independence.co.uk.
Enquire about 2020 dates today by contacting Karen
karen@promoting-independence.co.uk
Wednesday 11 September th
SO LD
Hilton Hotel Ageas Bowl
OTAC Newcastle Tuesday 22 October nd
SO LD
Hilton Newcastle Gateshead
OTAC Kent
Wednesday 6 November th
SO LD
Mercure Maidstone
OTAC Cardiff
Wednesday 4 December th
Llechwen Hall Hotel
Featuring:
Sponsored by:
Or contact us on:
OU T OU T OU T OU
T abou Enquire t
2020 dates today!
Technical Roadshow Media Partners:
SO LD
OU T
All 5 Events Proudly Sponsored by:
02921 900 401
# OTAC20 www.thiis.co.uk | 57
www.otac.org.uk
HOMEBASE PREVENTS PLUG BEING PULLED ON THE BATHSTORE Following the announcement that Bathstore had entered administration in late June, throwing the future of the company, its 135 stores and its 531 employees into doubt, DIY retailer Homebase has saved the company.
K
nown for selling and installing a vast range of bathing equipment nationally, including accessible bathrooms for disabled and senior customers with its Easy Bathing range, Bathstore seemed destined to be another casualty of the high street, doomed to share a similar fate to Maplin and Toys’R’Us. Successfully securing a deal to acquire Bathstore however, the sale to Homebase sees the DIY retailer take over 44 Bathstores, saving 154 jobs, along with acquiring the bathing chain’s remaining stock and intellectual property.
58 | www.thiis.co.uk
According to Bathstore administrator BDO, the remaining 90 stores not being transferred to the DIY giant will “continue to trade for a number of weeks while remaining display stock is sold off”, with a number of jobs still at risk. When the Bathstore ceased all installation activity when it first entered administration, it had a knock-on effect on a large number of third-party installers the chain used, with some facing the prospect of closing their businesses and being unable to finish installations for customers. The situation led to a discussion
surrounding the need for Insurance Backed Guarantees (IBG) in the mobility industry in the event that an installer no longer exists, the customer is protected and the work is covered should faults appear or if the tradesperson fails to complete the installation. It has prompted this month’s Trade Thought: Should it be a legal requirement for all home adaptation installers to give Insurance Backed Guarantees to customers with every installation?
TH UGHTS…
TRADE
Andy Adair Director of Operations at GDGC
“
Installers typically hold some form of installer certification and they quite often form part of a fancy sounding membership scheme. However, if the installer ceases to trade and is unable to honour their outstanding guarantee obligations, the installer certification and the fancy sounding membership scheme usually offer little to no protection to the consumer. “When installers supply their customers with an Insurance Backed Guarantee (IBG), their customers have the additional peace of mind, that should the installer cease to trade and is therefore unable to honour their guarantee obligations, the customer will have the vital protection in place to assist them if things go wrong with the installation. “IBGs were made a mandatory requirement across several other home improvement sectors, such as the glazing, wall insulation and the renewable technology installation industries. We find it difficult to comprehend why this has not been adopted by the mobility and accessibility sector, especially given that many consumers that would benefit from an adaptation installation are elderly, disabled or even sometimes vulnerable. “Quite often installers advise us that the reason they do not supply IBGs is that they believe it would significantly increase the overall contract value and they may lose work to their competitors, due to them offering cheaper quotes. However, on average, our Mobility Safe IBG costs less than 0.5 percent of the total contract value and our research confirmed that consumers are more likely to purchase from an installer with the additional IBG protection than from those that do not offer one. If you would like more information about our IBGs please visit our website www.gdgc.co.uk
”
Damian Walters CEO of the BiKBBI
SHOULD IT BE A LEGAL REQUIREMENT FOR ALL HOME ADAPTATION INSTALLERS TO GIVE INSURANCE BACKED GUARANTEES TO CUSTOMERS WITH EVERY INSTALLATION?
“
What is clear is that the home improvement sector generally needs to introduce provisions to protect stakeholders financially. Taking the Bathstore situation as just a recent example, we cannot be satisfied that the collapse of a retailer has such a destructive impact on the consumer and indeed the installer. “The mobility sector is of course more vulnerable as the provision of services, or the withdrawal from such delivery mid-contract, has life impacting implications. “The British Institute of Kitchen, Bedroom & Bathroom Installation (BiKBBI) is launching something that will address the risk, providing consumers, installers and retailers with unrivalled protection. IBG provision, for us, is just part of the solution – what is needed is wholesale change to ensure we keep up with a fastevolving marketplace. BiKBBI PROTECTED is just that and we respectfully ask your readers to take a look and register their interest where appropriate – www. bikbbi.org.uk/protected.
”
DO YOU HAVE A TRADE THOUGHT YOU WOULD LIKE TO SHARE WITH THE INDUSTRY? GET IN CONTACT WITH CALVIN BARNETT AT CALVIN@THIIS.CO.UK TO SHARE YOUR INDUSTRY OPINION
www.thiis.co.uk | 59
LET’S GET IT CLEAR:
IT’S BEEN ‘CRASH TESTED’! SO WHAT? You may see in a manufacturer’s literature that their product has been ‘Crash Tested’. It is important to understand there is no one crash test, nor a single testing process like the European NCAP in the car industry. You really need to ask: to what tests, were these relevant to my application, and whether it passed (i.e. is the item ‘Crashworthy’?)
I
n the wheelchair world the crash tests for the chairs are covered in ISO 7176-19, the vehicle tie down systems in the ISO 10542 series, and the seating systems in ISO 168404. In the latter this covers only those postural support devices that are integral to the seat. What it also tests is the means of attaching the seating system to a wheelchair, but since the standard uses a surrogate wheelchair, the tests give no indication of how any specific wheelchair might perform in use with that seating system, in a crash test. Strength testing of postural support devices is covered in ISO 168403, but these tests relate to items designed for assisting the occupant’s positioning in the wheelchair in normal wheelchair use, and are not designed for testing devices designed as vehicular restraints. There is no ISO crash test for after-market head restraints (nor head rests, nor head supports): however, the suitability of a head support used in a wheelchair for transportation needs to be covered
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by a risk assessment as to whether the occupant is better protected against the forces experienced in accelerating, braking, or cornering, by head protection, than without.
ISO 16840-4 crash test rig for seating system using a surrogate wheelchair
Dr ter Haar has been involved in seating and mobility for over 30 years, including lecturing internationally, and developing international seating standards.
‘Let’s Get it Clear’ by Dr Barend ter Haar One in a series of occasional resumés of aspects in the world of posture and mobility where there are common misconception and myths to be addressed to promote better practice. Further items can be found at www.beshealthcare.net. If you are interested in receiving further information on the topic, please contact barend@beshealthcare.net
WE DELIVER YOUR PROMISES We are a nationwide delivery company based in the heart of Yorkshire. We specialise in the delivery, installation, demonstration, handover and testing of all types of healthcare products.
Our services include: • • • • • • • •
Delivery and Installation of ALL Healthcare Products Engineering Call Outs Removal and Disposal of Old Products Honour Manufacturers Warranties Customer Service Management Full Annual Services Inbound Receipt and Warehousing LOLER / PUWER Testing
CONTACT US TODAY ON 0330 445 0099 SPECIALISTS IN HEALTHCARE LOGISTICS
Visit us at www.hdd-ltd.com @HDDltd
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training
Training Diary If you are providing training for the trade, then simply send us the details of the course, the date, any costs, the venue and the contact for booking places and we’ll include it in the diary. Email info@thiis.co.uk with any details you have.
SEPTEMBER Direct Healthcare Group – Seating Awareness Day – 11th September – Brighouse, West Yorkshire – FOC Electric Mobility – Engineer training for Electric Mobility retailers – 11th September - Ilminster, Somerset – FOC (only available for Electric Mobility retailers) Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course – 17th & 18th Sept – Liss, Hampshire – FOC (for NHS staff members) Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course - 17th & 18th Sept – Market Harborough, Leicestershire – FOC (for NHS staff members)
OCTOBER Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course – 1st & 2nd Oct – County Durham – FOC (for NHS staff members) Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course – 3rd & 4th Oct – County Durham – FOC (for NHS staff members) Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course – 23rd & 24th Oct – Liss, Hampshire – FOC (for NHS staff members) Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course – 23rd & 24th Oct – Market Harborough, Leicestershire – FOC (for NHS staff members)
NOVEMBER Direct Healthcare Group – Seating Awareness Day – 6th November – Stoke-on-Trent – FOC Electric Mobility – Engineer training for Electric Mobility retailers – 13th November - Ilminster, Somerset – FOC (only available for Electric Mobility retailers) Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course – 5th & 6th Nov – County Durham – FOC (for NHS staff members) Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course – 19rd & 20th Nov – Liss, Hampshire – FOC (for NHS staff members) Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course – 19th & 20th Nov – Market Harborough, Leicestershire – FOC (for NHS staff members)
Contacts for bookings Electric Mobility – Call Rebecca Bateson on 01460 258158 or email rebecca.bateson@electricmobility.co.uk Direct Healthcare Group - marketing@ directhealthcaregroup.com or call +44 (0) 800 043 0881 Benmor Medical - katie.rowsell@benmormedical.co.uk Katie Rowsell – 0333 800 9000
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round-up
CLEARWELL BOOSTS ECO-CREDENTIALS The South East’s largest Motability accredited dealer Clearwell Mobility has rolled out a number of ecofriendly changes across its 12 stores, reducing plastic use and CO2 emissions. The retailer has introduced a 5p charge for plastic bags, with all funds raised being donated to a charity that helps people get back into gardening despite disability. Having issued 22,000 plastic bags last year, Clearwell hopes the initiative will raise £1,000 to Gardening for Disabled Trust, whilst simultaneously encouraging customers to bring their own reusable bags and, in turn, reduce plastic pollution. In addition, the company has switched the plastic bags its 4,000 brochures are sent out in annually to a biodegradable material, as well as changing its fleet of delivery vans to cut down CO2 emissions for cleaner air quality. Duncan Gillett, Managing Director of Clearwell Mobility, said: “Over the next five years, we hope to reduce our impact on the environment even further and will be rolling out more changes with the help of our store managers and head office.” www.clearwellmobility.co.uk
MOBILITY & LIFESTYLE EXPANDS As competition in the West Midlands continues to heat up this summer, Mobility & Lifestyle has launched its ninth showroom, opening the doors of its Coventry branch in July. Formed in 2006 by founded by Jason Wittering and Richard Smith, Mobility & Lifestyle has grown to become one of the largest independent mobility companies across the Midlands, serving 30,000 customers across its portfolio of stores and boasting a dedicated service centre. Marking the retailer’s third phase of its expansion plan in 2019, Mobility & Lifestyle suggest there could be more branches on the way before the end of the year. Highlighting that it is the only accredited Motability retailer in Coventry, the company is bringing its extensive product to the city, alongside its servicing and repair capabilities, free home assessments, as well as a free white glove delivery & handover service on all powered mobility products. www.mobilityandlifestyle.co.uk
recruitment
FIELD SERVICE ENGINEER LEICESTERSHIRE
Established in 1997, we are one of the region’s most highly reputed suppliers of mobility and medical equipment to the elderly and disabled. Our staff are highly trained and qualified, the business holds several high level certifications and accolades. We are a small very close knit family business with 4 staff. We work very well together as an exceptionally well motivated, passionate and caring team. We are offering an opportunity for an experienced Field Service Engineer to work full time from our specialised retail premises in Leicestershire near M1 junction 21. We are an extremely specialised 22 year old business catering exclusively to the elderly and disabled. A trainee would be considered, providing the applicant has a definite aptitude for repairs together with a decent level of product knowledge in this industry. Your duties will include all aspects of servicing and repairs to our whole product range including (and mainly) mobility scooters and powered wheelchairs. Also delivery, installation and demonstration of various equipment. Attending customers’ premises, normally in a home environment, with a full range of tools and equipment (provided) to locate the fault and replace or repair the faulty items, ensuring the equipment is working to the customer’s requirements. This can involve anything from simple battery and connection issues to motor gearbox problems, component failure etc. You will also be fully involved in all aspects of face to face and telephone customer service in a very specialised retail environment catering exclusively to the elderly and disabled. Examples of other daily work consists of; Telephone communication with clients, potential clients and suppliers: Admin duties by both computer and paper methods: Sales of mobility and medical aids ranging from walking sticks through to electric wheelchairs: Deliveries and installations: Helping and advising clients looking for assistance with their disabilities. Standard 39 hour week, across Mon-Fri 8.30am to 5.30pm, but normally within 9am to 5pm – must include one Saturday in three and two summer bank holidays. Please provide a full and detailed CV (including current salary and benefits) with covering letter to Julie Potter – julie@modernmobility.co.uk
diary dates August 7 – 8, 2019 DLF Moving & Handling People - De Vere Beaumont Estate, Windsor SL4 2JJ www. training.dlf.org.uk/moving-and-handling-peoplesouth-2019 September 11, 2019 Hilton Hotel, Southampton – OTAC www.otac.org.uk or 02921 900402 September 18-21, 2019 Rehacare – Dusseldorf www.rehacare.com September 18-19, 2019 The Emergency Services Show 2019 - NEC Birmingham www.emergencyuk.com October 9-10, 2019 The Care & Dementia Show – NEC Birmingham www.caredementiashow.com October 22, 2019 Hilton Hotel, Newcastle – OTAC www.otac.org.uk or 02921 900402 November 6, 2019 Mercure Maidstone - Great Danes Hotel, Kent – OTAC www.otac.org.uk or 02921 900402 December 4, 2019 Llechwen Hall, Cardiff – OTAC www.otac.org.uk or 02921 900402 January 22, 2020 Midlands – OTAC www.otac.org.uk or 02921 900402 January 27–30, 2020 Arab Health - Dubai World Trade Centre www.arabhealthonline.com
Check the ‘Jobs On Offer’ section of the website for more opportunities Take a look at the recently added positions Regional Product Specialist Contracts/Bid Writer Manager Operations Manager Area Sales Manager Product Specialists
www.thiis.co.uk
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February 5, 2020 Llanelli, Wales – OTAC www.otac.org.uk or 02921 900402 March 3-5, 2020 Medtrade Spring - Mandalay Bay Convention Centre, Las Vegas www.medtrade.com March 4, 2020 Kidz to Adultz Middle – Coventry www.kidzexhibitions.co.uk March 17 - 18, 2020 Naidex – NEC, Birmingham www.naidex.co.uk April 1 – 2, 2020 Med-Tech Innovation Expo 2020 – NEC, Birmingham www.med-techexpo.com April 22, 2020 Leeds – OTAC www.otac.org.uk or 02921 900402 May 7, 2020 Kidz to Adultz South – Farnborough International Centre www.kidzexhibitions.co.uk May 13, 2020 Exeter – OTAC www.otac.org.uk or 02921 900402 June 24-25, 2019 Health+Care – Excel London www.healthpluscare.co.uk July 2, 2020 Kidz to Adultz Wales & West – Bristol www.kidzexhibitions.co.uk July 12, 2020 Disability Awareness Day 2020 - Walton Hall and Gardens in Warrington www.disabilityawarenessday.org.uk
A FIXED RATE INSURANCE PACKAGE RETAILER ESSENTIALS Exclusive to Retail Members of the BHTA
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Material Damage Business Interruption Employers, Public & Products Liability
Option 1: Excluding Employers Liability - £224 including 12% Insurance Premium Tax
REQUEST INFORMATION For more information on our insurance packages, please contact Grant Pye, our Business Development Executive E: Grant.Pye@icbgroupuk.com T: +44 (0) 20 8282 8510 W: www.icbgroupuk.com
Option 2: Including Employers Liability - £280 including 12% Insurance Premium Tax Cover provided by AXA XL
ABOUT US ICB Group is the approved insurance broker for the BHTA Insurance Scheme, which is available exclusively to BHTA Members. ICB Group is part of Verlingue, one of Europe’s largest independent insurance brokers employing over 1000 people and placing premiums in excess of €1.8 billion.
Authorised and regulated by the Financial Conduct Authority
trusted recruiter Home Demonstrator/Engineer
licence held for a minimum of 3 years is also required, and you must be confident in driving a transit van.
Scotland - Salary 20k (Sales adviser level experience) / Salary 30k (Manager level experience)
Base salary £20k to £24k (depending on experience). 28 Days holiday including bank holidays. Company van, mobile, tools provided. Please confidentially send your cv to antony@trustedrecruiter.co.uk
Our client is a fast-growing business which provides high-quality products and a unique service into homes of those that need support with everyday living. Our client is passionate about their customer service and products which include powerchairs, scooters, rise and recline chairs and adjustable beds. Their sole aim is to ensure the customer receives the most suitable product for them and to provide them with comfort in their own home. You will be visiting customers in their home to carry out demonstrations, deliveries and servicing/repairs on a range of highquality products. On a daily basis you will manage your own diary and be responsible for a great customer experience. You must be highly driven and confident in communicating with a range of customers, including the elderly and those with medical conditions. There will be the opportunity to be trained on carrying out Assessments and Demonstrations of the product as the business progresses. You will possess a confident and enthusiastic attitude, with the ability to organise your daily diary. Have excellent customer service skills and be able to work on your own and also within a team. You will have experience in Installations, Servicing and Repairs with Powerchairs, Scooters, Adjustable Beds and Rise and Recline chairs. You will be able to provide a first-class service and build a professional rapport with the customers. A full, clean driving licence is required, along with being a confident driver and enjoy being out on the road. As the business is developing, there will be opportunities to progress within the business. Base salary 20k (Sales adviser level experience) and base salary 30k (Manager level experience). Company van, mobile, iPad, 25 days holiday (on top of bank holidays). Please confidentially send your CV to antony@trustedrecruiter.co.uk
Stairlift Engineer Hampshire, Dorset and West Sussex - £22k - £30k (negotiable depending on experience) Our Client specialises in stairlifts, ceiling hoists and other easy access products. Having been established for over 30 years. With existing contracts with local authorities along with supply to end users. You will be responsible for the installation and maintenance of Stairlifts and Ceiling Hoists within Local authorities and to end users. You will ensure your work is completed to a high standard by following the requirements of the customer and also meets the standards of health and safety for the customers and individuals. You will be covering Hampshire, Dorset, West Sussex. Working week is Monday to Friday with a one in three on call shift. You will have experience installing, servicing and repairing Stairlifts and Ceiling Hoists. Ideally your experience will enable you to hit the ground running. Courses which have been taken within this sector will be an advantage. You will also be given full in-house training. You must hold a full clean driving licence. £22k - £30k (negotiable depending on experience) plus available overtime, 28 holidays (including bank holiday), company van, phone, tablet, tools, uniform. To discuss please email a copy of your CV to Antony@trustedrecruiter.co.uk
Technical Product Assessor Field Service Engineer Leicestershire - salary £20k to £24k (depending on experience) Our client has been established for over 20 years. The business specialises in providing high-quality products and services to the elderly and disabled. Our client is a highly reputed supplier of mobility and medical equipment including mobility scooters, powered wheelchairs, chairs, walking aids, beds, stairlifts and many more high-quality products. They pride themselves on providing a first-class service to all their customers to ensure the comfort and independence of each individual. You will be carrying out repairs, servicing, instalments, deliveries and demonstrations of the whole product range including mobility scooters and powered wheelchairs. You will attend customers premises to repair and replace faulty products, ensuring the equipment is working to the customer’s requirements. Daily duties will also involve providing excellent customers service through face to face communication and also over the telephone in a very specialised retail environment, where you will be expected to assist in helping customers find the most suitable product for them. You will also complete admin duties on a daily basis. You must have experience in the delivery, repairs, installation and demonstration process and have good knowledge of the whole range of motorised and non-motorised mobility equipment. You must possess a very calm, caring and patient nature and work to a professional standard in your surrounding environment. It is essential your appearance is smart and professional, due to the specialised nature of the business and the vulnerability of the customer base. You will also present yourself with a positive attitude and be confident and honest in communicating. Excellent literacy skills are required, both written and spoken, as well as good arithmetic as you will be completing a variety of paperwork on a daily basis. A full clean driving
Glasgow/Edinburgh - Salary £35k Our client has been established for over 15 years and is a supplier of high-quality nursing equipment throughout the UK and Ireland. They pride themselves on using market-leading equipment to ensure the customers receive a first-class service and more importantly, unrivalled expert advice. The products our client specialises in are pressure care, moving and handling equipment, and nursing beds. Our client provides a service to care homes, hospitals, schools, local authorities and private individuals. You will be supporting all aspects of product assessments such as demonstrations, technical surveys, installations, quotations and aftercare. You will also support promotion activities within NHS hospitals and local authorities. Part of your role will involve ensuring all products are taken through the assessment and training process so it meets the client’s vision and customer service expectation. This role would require the candidate to be physically fit as this will be an active role. You will have experience in pressure care, beds and moving and handling products, and be confident in completing assessments, installations and demonstrations with these products. You must be organised and be able to manage and plan your diary on a daily basis and have excellent communication skills. You will possess a positive attitude and enthusiasm to succeed. It is preferred you have knowledge within the NHS and community sectors, CES and OT, and also an understanding of long-term care markets. Basic computer skills and any professional qualifications will also be advantageous. You must hold a full clean valid driving licence. Salary £35k, van, mobile, laptop, printer, 20 days holiday (bank holidays on top), Mon-Fri hours. Please confidentially send your CV to antony@ trustedrecuiter.co.uk
0333 0144 014 www.trustedrecruiter.co.uk 66 | www.thiis.co.uk
LIGHTWEIGHT
PRESCRIPTION
POSITIONING
POWER
A COMPLETE RANGE MOBILITY SOLUTIONS KARMA MOBILITY LTD UNIT 6 TARGET PARK, REDDITCH, WORCESTERSHIRE B98 8YN T: 0845 630 3436 E: INFO@KARMAMOBILITY.CO.UK WWW.KARMAMOBILITY.CO.UK
MINIMO PLUS 4 Compact, foldable and lightweight. It’s maximum freedom with minimum effort. To enquire about adding the Minimo Plus 4 to your range
call 01787 888 106
or email orders@tgamobility.co.uk www.tgamobility.co.uk THS010819
Take your life outdoors
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