THIIS May 2019

THIIS Trade Magazine • Issue 248 • May 2019

Issue 248 May 2019

TRADE MAGAZINE

Big UK ambitions How one supplier is investing in innovation and design to capture European market share

Providing news and views in the trade since 1999

MORE ABOUT…

RETAILER SPOTLIGHT

Quantum Rehab

Betterlife

also inside...

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welcome

…from the editor In an interesting turn of events in the industry, one of the sector’s largest independent living and mobility online retailers has decided to close its online shop.

I

t has made many question whether a purely online-led approach to retail in the mobility market is feasible for products that often require assessment, training and aftersales service.

The sentiment from various players in the market seems to be that selling purely online removes the opportunity to provide those added-value services which are often the means of achieving sustainable margin, with price being the only unique selling point – leading inevitably to a race to the bottom.

On the other side of the coin, I attended Kent Mobility’s launch of its new assessment centre and spoke with MD John Payne about why his company is investing more in its clinical expertise. His prediction for the market was that it will likely split, with internet-led sellers dominating the less complex end of the market; whilst smaller, independent bricks and mortar retailers will become increasingly niche, operating in the more bespoke side of the industry.

Whether this prediction will come true or not remains to be seen, however, one thing is for certain – retailers in the industry planning to thrive, rather than survive, will need to develop and sell what makes them different beyond simply price.

Calvin Barnett Editor

Don’t be shy, why not get in touch...

Editor Calvin Barnett 01933 278086 newsroom@thiis.co.uk

Advertising Joe Fahy 07384 258 372 joe.fahy@bhtaengage.com

Sub-editor Sarah Sarsby sarah@thiis.co.uk

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.

You can find THIIS on Twitter at: wwwthiiscouk www.thiis.co.uk | 3

contents

6 Investment in assessment

Features 8 New to the market 32 Lifestyle & Mobility talks shop

40 Rubbish or recycle?

Regulars

50 Big ambitions for smaller design

16 Retailer Spotlight 24 Trip down memory lane 36 The OT’s Perspective 50 More about…

62 Product of the month

58 Meet…

62 Retailers’ Product of the Month 66 Training Diary 68 Recruitment 4 | www.thiis.co.uk

36 The OT’s Perspective

58 Meet… Ashley Griffiths

At the new site, the company will carry out assessments for complex powerchairs and riser recliner chairs

INVESTMENT IN ASSESSMENT In early April, Tonbridge-based Kent Mobility welcomed customer, healthcare professionals and suppliers to the launch of its new, purposebuilt assessment centre. Speaking with industry veteran and the company’s MD John Payne and Operations Director Sharon King at the launch, the pair discussed why the established retailer was investing time, effort & money in its clinical expertise.

L

ocated at the company’s headquarters, approximately a mile and half away from its mobility showroom, Kent Mobility completely redeveloped its existing site and has built an entirely new section to the company’s building, dedicated to providing assessments.

The retailer’s in-house occupational therapist Emma Dobson and John will now carry out assessments for a wide-range of equipment, including active user wheelchairs, complex powerchairs and riser recliner chairs and the new facility, which received praise from visitors on the day.

6 | www.thiis.co.uk

“Everyone who has come and seen it has been impressed by it,” Sharon told THIIS. “The general public still go to our showroom and we refer our clinical assessments to our assessment centre so they can see the full range on offer, rather than the five or six chairs we can get in van for a home visit.

“By having this professional space, it means we can perform more assessments in a day and help more customers, as well as allowing clients to see the full range on offer.”

Aiming to create a professional environment to perform assessments,

the light and modern space includes a number of important features vital for conducting an in-depth assessment, explained John.

“We have a hoist track installed that enables us to offer a better service for end-users who need to be transferred into different pieces of equipment during the assessment,” he commented.

“If you look at many high street stores in the industry, for someone who comes in looking for a powerchair, how do they lift them?

Transfers can pose a real problem so it is something we wanted to make

The retailer is planning to work with more smaller suppliers that prioritise speed and service

sure we could address at our centre.

“Both our showroom and assessment centre have on-site parking, which is an absolute must.

We also have disabled toilets and importantly, we are in locations which are fairly quiet which is needed when you have children who are learning how to use and control a powerchair for example.”

In addition to the hoist track, on-site parking and disabled toileting facilities and a bright, open space, the new assessment centre also has a private room built for customers that desire more confidentiality.

“We also have a private room in the building where clients can talk with us in privacy and work with customers in a private environment,” explained Sharon King, Operations Director at Kent Mobility.

“John and Emma also work a lot with young children so it would not be appropriate to do those assessments in an open space, which is why having that private space is really important.”

The launch event was supported by a number of Kent Mobility’s suppliers, including Prism Medical UK, Progeo, Careflex, Silvalea, and Leckey.

In addition to showcasing mobility equipment, the suppliers ran a number of mini-learning sessions throughout the day for healthcare professionals, including “how to” sessions for measuring end-users for armchairs, slings, and shower chairs, as well as information on the new regulations for the safe transportation of children in vehicles.

Discussing the decision to invest in its assessment centre, John commented that more companies in

the mobility industry needed to focus more on clinical and engineering expertise.

“I think there is a real lack of companies that have expert staff that can do the clinical side and the engineering side, which really have to work hand-in-hand,” he explained.

“More companies have got to invest more in their clinical expertise because of the way the market is going.

“I think in five years’ time, the market will really be split into two

business for us,” she said.

“Because we have such a good reputation with the professionals, we see a lot of repeat referrals from the same professionals. It really is driven a lot by word of mouth and we often find it is families and professionals speaking with other families that leads to a lot of our business.”

Having completely refurbished its showroom in 2018 and now launched its new assessment centre, the company also has a new website in the pipeline and will now focus on working with more smaller suppliers and niche products, prioritising those that can offer a quick turnaround.

“Looking ahead, we are now going to promote to customers that want specialised, bespoke, purpose-built equipment in either electronics or seating that we will provide solutions quicker than the NHS and give customers and their families the opportunity to choose the product they want, rather than be told what product they can have,” finished John.

“In the manual wheelchair,

“Because we have such a good reputation with the professionals, we see a lot of repeat referrals from the same professionals.”

SHARON KING

levels – the lifestyle-focused, bumfits-the-seat level and then the more complex side of the retail market, where I think the market has to work on becoming more professional.”

In particular, the company’s investment in its clinical capabilities has helped it grow in the paediatrics sector noted Sharon.

“Paediatrics is a strong part of the

powerchair, and seating side, we are also working more and more with private OTs & case managers and this is an area where we will certainly see more growth because they are looking for companies like us that can offer a complete solution and make their lives easier.”

The company completely redeveloped its HQ site to build the new assessment centre

Investing in the company’s clinical capabilities is at the heart of John and Sharon’s plans for Kent Mobility

www.kentmobility.co.uk

www.thiis.co.uk | 7

new to the market

UK launch for bariatric powerchair big on features

W NO THRILLS MOBILE HOIST FOCUSES ON BUDGETS Prism Medical UK has launched its new, economy mobile moving and handling hoist, slashing the cost of the device by only including “essential” components.

The Mackworth Essentials Mobile Hoist from Prism Medical UK boasts a 180kg lifting capacity, powered leg opening, Linka actuators & motors, as well as a three-year warranty at an entrylevel price point.

Speaking with Geoff Lynch, Business Development Manager for Prism Medical UK, he told THIIS that the new hoist is the result of customer feedback, with more demand for improved value solutions.

“Importantly, we are offering competitive pricing without sacrificing quality,” he commented.

“I think we are seeing a shift in customer priorities, with many no longer concerned about having the prettiest product on the market. Instead, customers want something that is durable, reliable, and affordable, helping budgets stretch further, which is particularly essential for customers purchasing in bulk.” www.prismmedical.co.uk

8 | www.thiis.co.uk

ith a raft of features as standard, Danish manufacturer Qimova is introducing its new bariatric, full powered indoor/outdoor wheelchair to the UK market.

As standard, the new bariatric option boasts high density foam with a memory foam topper for added comfort, 45-degree tilt in space, 165-degree reclining back rest and lumbar support, as well as fully articulating powered leg rests with adjustable calf supports.

In addition, the batriatric powerchair comes with a dynamic Dx 550 controller with digital display function; multi adjustable arm rests with height angle and depth movement; manual seat height adjustment for low or high distance from floor/seat; and adjustable centre of gravity, seat width, depth and back rest height.

Available with seat sizes from 62cm

to 82cm – with larger sizes available upon request/assessment – and with a maximum weight capacity of up to 300kg, Qimova says it also has an extensive range of control options and accessories to complement the chair and bespoke alterations to meet clients’ specific requirements.

The company confirmed that powered high/low functionality will be coming soon as well.

For more information, email ukmail@ qimova.com or call 01684 851979 or 07766463340 www.qimova.com

new to the market

Mid-size mobility scooters to fill market gap Amidst a plethora of new product launches at this year’s Naidex, Electric Mobility showcased its new Rascal Vista and Vista DX mid-size mobility scooters.

Aiming to fill a gap in the mid-size market with the 4mph scooters’ transportable features, the company provided dismantle demonstrations and test drives over the show’s two

days to end-users, dealers and healthcare professionals.

The Rascal Vista comes available with 35Ah batteries and Comfort Seat with a 23.6stone maximum weight capacity, whilst the Vista DX boasts upgraded features as standard, including an enhanced battery of 50Ah and a Captain’s Seat, as well as an extended range of up to 34.5miles.

Both models fully dismantle into six, easy-to-lift parts, including their split battery packs, alongside competitive turning circles of 1.7m and a sliding seat for extended legroom.

To find out more about the Vista range, contact 01460 258120 or email sales@electricmobility.co.uk www.electricmobility.co.uk

Bariatric Tilt in Space Rise Recliner Arden

50 stone Bariatric chair with: · Independent tilt · Extending leg rest · Low profile seat height of 16"

“The Arden aims to offer independence to plus sized clients with a rise recliner packed with options that will make their life easier, aiding comfort and pressure management.”

For more information please get in touch or visit our website.

Tel: 01384 567401 Email: info@reposefurniture.co.uk

Kate Sheehan Independent Occupational Therapist

www.reposefurniture.co.uk

The Heartbeat of your

The Bath MobileGEL Mobility A new product from the Osprey Group

Over One Million the Batteries Sold inaddition the UK! Lightweight and hard-wearing Bath Mobile is the perfect to your showering & toileting routine.

• 100% rust resistant frame • Infection control compliant • Quick build with no need for tools • Easy clean components • Ideal for multi user situations • 20 stone safe working load

from May 2019 - Join theAsk wait list about ourtoday! other ranges Tel:Availability 01536 203030 Website: www.easystartbatteries.co.uk sales@ospreyhealthcare.com - 01257 425 623 - www.ospreyhealthcare.com Email: sales@easystartbatteries.co.uk

new to the market

A budding new sensory cushion

A

ccording to research carried out by Designability, sensory products have been criticised for being “too childlike” which can be off-putting for older individuals with dementia.

Aiming to address that, the Bathbased design charity has designed the new Bud Sensory Cushion, a contemporary sensory product for those in the later stages of dementia to interact with, providing comfort and simple repetitive activity.

Fiona Cromwell, Marketing Officer for Designability, told THIIS: “There was a real lack of age-appropriate products on the market. We wanted something that wouldn’t look out of place in someone’s home, which is why we went for a contemporary

cushion design which would look discreet when folded back together.”

Created in collaboration with unpaid carers, care staff, and healthcare professionals, the cushion enables “occupation without a challenge” through various sensory elements for users to engage with.

In particular, the Bud includes opportunities to personalise the product, adding objects in the cushion to be discovered to help the person

reminiscence, such as meaningful photographs and objects such as jewellery.

Having designed the Bud, the charity has partnered with memory care product manufacturer Find Memory Care to bring the product to the market. www.designability.org.uk

In the comfort zone Kymco UK has launched its new Komfy range of mid-range mobility scooters, with the company describing the Komfy 4 and Komfy 8 as a “real innovation in mobility scooters.”

With a completely fresh design from the Kymco stables, the new Komfy range boasts a unique, adjustable mono-shock rear suspension system for enhanced ride quality, as well as front adjustable suspension resembling the type of system Kymco use on their ATV & Quad-Bike products.

Mark Hermolle, Managing Director of Kymco UK, said: “All-in-all, you don’t expect features like this on entry level mid-type scooters!

“The new Komfy range really does what it says.”

As well as its suspension, the range also includes a number of other features, including a 500-watt four-pole motor, backlit USB charging system, bright, low-power consuming LED lighting system including indicators and brake-light, aluminium wheels with pneumatic tyres, reclining Captain Seat, and long-range, 45 amp/hour batteries enabling up to 25 miles in range with the Komfy 4.

With a weight carrying capacity of 160kg (25 stone), the new range comes available in four metallic colours and a large, easy-toread soft-touch switch controls. www.kymcohealthcare.com

12 | www.thiis.co.uk

round-up

EXCLUSIVE DEALER OF SEGWAYINSPIRED POWERCHAIR IN THE SOUTH EAST Clearwell Mobility has become the South East’s exclusive supplier of the NINO, a unique powerchair based on gyroscopic technology, combining a Segway with a wheelchair.

Designed and manufactured in France, the NINO is controlled via a user’s weight distribution, enabling users to go forwards and backwards by moving their torso.

With two central wheels, users can turn sideways and rotate 360 degrees on the spot using the device’s handlebar, with separate motors turning each wheel independently.

Additionally, the chair has the ability to connect to a smartphone to monitor and control the powerchair.

Clearwell Mobility has recently taken delivery of the powerchair and trained its engineers at the NINO Robotics Headquarters in Montpellier, France.

Now available across its 12 stores, the South East dealer is offering finance and trade in options to customers. www.clearwellmobility.co.uk

Total recall Rifton Equipment has issued a voluntary recall on the body support buckle from its Rifton TRAM and E-Pacer transfer and mobility devices after the company received complaints of buckles failing to latch securely, creating a risk of falls that could prove serious or fatal.

Both the TRAM and the E-Pacer are transfer and mobility devices that can be used for seated transfers or as a support for standing or ambulation.

According to the company, a design change within the buckle can lead to the buckle’s internal springs breaking over time, making the buckle difficult to securely latch and result in a sudden release during transfer.

The recall affects Rifton’s K310 and K320 TRAMs that were manufactured between July 4th 2012 and April 4th 2018, as well as the K660 E-Pacers manufactured between June 12th 2017 and April 5th 2018.

In response to the potential risk, Rifton is advising individuals or organisations to discontinue using affected devices until the buckle is replaced with an easy to fit replacement kit. www.rifton.com

SIT DOWN WITH A GOOD BOOK Northern Ireland-based seating manufacturer Seating Matters has published the fifth edition of The Clinician’s Seating Handbook and is offering the resource to healthcare professionals for free.

Written and published a decade ago by OT Martina Tierney, Clinical Director of Seating Matters, the book has proven essential reading for clinicians and therapists globally.

The fifth edition contains a number of useful updated advice and clinical research for healthcare professionals, including moving and handling advice, pressure injury staging guidelines, as well as paediatric & bariatric assessment tips.

Typically costing £24 on Amazon, the company is offering the textbook for free to therapists and clinicians, noting that its goal is to share best practice in the industry. https://info.seatingmatters.com/handbook

14 | www.thiis.co.uk

We’re currently looking for new partners to help us distribute our range of high quality, innovative products to the UK.

RA N G E

The most advanced folding powerchair range on the market, with 3 easily changed control sensitivities.

•

New LCD Joystick

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Off Board Charging

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Flip Up Footrest

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3 different models available

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3 Different Drive Modes

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Up to 23.5 Stone User Weight

RANGE

The longest range of any car boot scooter on the market, with the lightest battery.

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26 Mile Range

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Full Suspension

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5kg Battery Pack

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200W Motor

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Off Board Charging

Now Available The most practical automatic folding scooter on the market, with a battery that removes when folded.

• •

Auto folds in 7 seconds Removable battery when folded

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Off Board Charging

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21 Stone User Weight

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Free Travel Bag 2 YEAR WARRANTY ON ALL MODELS

To find out more please call us on 0800 011 6822 or email enquiries@motionhealthcare.co.uk or visit www.motionhealthcare.co.uk

retailer spotlight

The company announced it is no longer selling mobility and independent living aids through its online or telesales channels

BETTERLIFE: THE END OF RETAIL OPERATIONS AS WE KNOW IT In April 2019, Betterlife Healthcare, once one of the mobility industrys largest and most dominant ecommerce retail players, announced it was closing its online and telesales retail operations and stopping the supply of “high ticket” items to customers’ homes. Shocking the industry and with echoes of the fate of Simplyhealth’s retail proposition The Unlimited Company, THIIS investigates what this sudden change means for the Betterlife brand and for the industry as a whole.

16 | www.thiis.co.uk

THE RISE OF BETTERLIFE Originally founded as an online retail proposition in 2014 by Grant Abrahams, former Head of Betterlife and present Retail Director of Drive DeVilbiss, Betterlife from LloydsPharmacy is an independent living and mobility equipment retail offering from its giant parent company McKesson UK. After enjoying significant success online, Betterlife expanded into its own dedicated bricks and mortar retail space in the same year with its flagship store in Leeds.

Delivering a fresh and modern approach to mobility retail previously unseen in the industry, Betterlife’s Leeds retail space garnered praise and turned heads in the industry, with the shop being crowned ISG Store Design of the Year at the Oracle Retail Week Awards 2015.

The company quickly expanded its bricks and mortar presence soon afterwards, launching two more dedicated stores in the West Midlands in March and October 2015, as well as Betterlife spaces in LloydsPharmacy outlets.

The company’s dedicated stores boasted an innovative design that featured a mobility scooter test track and unique, real-life home settings for people to imagine the products in their own home, pushing the lifestyle aspect of the products.

Over the years, Betterlife continued to grow across its multiple retail channels, particularly online, as well as introducing and selling its own branded range to mobility retailers and through its LloydPharmacy outlets.

From turning over £21.4million in 2015, with an operating profit on £317,000, the company flourished and by 2017, it had reached a turnover of £23.9million and an operating profit of £1.58million.

sales remaining steady, achieving £23.8m in turnover, the company’s operating profit plummeted to under £10,000.

In addition, 2018 saw the closure of the company’s vibrant retail spaces, with the flagship Leeds store closing in February, less than four years after opening the doors, swiftly followed by its spaces in the West Midlands.

Speaking to THIIS at the time, Sarah Jezard, Marketing Director at Betterlife, explained: “Whilst many people choose to buy from us online, it’s important to us to maintain an omni-channel presence so that people can touch and feel our products before they buy so our Betterlife products are available through the LloydsPharmacy network.”

THE END OF ONLINE AND “BIG TICKET” SALES With all dedicated Betterlife bricks and mortar stores closed, the company took the decision in April 2019 to end its online and telesales operations, instead selling through its LloydsPharmacy network, along with eliminating big ticket mobility devices such as mobility scooters and powerchairs from its product offering.

Discussing the motivation behind the move, Claire Salmons, Corporate Communications & PR Manager for McKesson UK told THIIS: “The independent living aids market has experienced similar issues to the rest of the high street and it has become increasingly difficult to remain competitive, particularly relating to

the supply of high-ticket items into customers’ homes.

“We’ve therefore taken the decision to rationalise our Betterlife product range, remove mobility scooters and other large items and streamline the distribution so that we can use our own supply chain.”

THE FUTURE OF THE BETTERLIFE BRAND Despite closing its telesales, online and bricks and mortar sales channels, the Betterlife brand will continue to live on, with the company emphasising that it will continue to sell selected products through its own LloydsPharmacy network and wholesale – albeit with a reduced range of products.

“We will still be stocking some Betterlife products in LloydsPharmacy stores and customers will be able to get these items from partner independent community pharmacies — but not online, or via our Telesales team,” stated Claire.

“The Betterlife brand will remain and we will continue to provide support to existing customers through our customer service channels.”

Thanking all customers for their ongoing support, Claire finished: “We will have a team in place to ensure all customer returns, warranty and repairs are managed in line with terms at time of purchase.”

After a number of successful years, Betterlife struggled to maintain margins and closed its retail outlets

THE DECLINE OF BETTERLIFE Despite its significant growth however, the environment Betterlife was operating in was evolving and becoming increasingly competitive, with online-only retailers cutting prices and margin.

By 2018, despite the company’s

www.thiis.co.uk | 17

TRADE

TH UGHTS…

retailer spotlight

Citing the difficulty of remaining competitive in the market, particularly with the supply of big ticket items, THIIS asked various trade professionals for their thoughts on Betterlife’s assessment of the mobility industry…

18 | www.thiis.co.uk

Tim Mills Head of Business at Motion Healthcare

Alastair Gibbs Managing Director of TPG DisableAids

“

“

I think this is another example of how the ‘low margin, high volume’ model is simply not sustainable in our industry and the suppliers pushing this model are certainly going to feel the pinch of a major contributor to that volume not supplying it for them anymore.

“At Motion, we will continue to make our big-ticket items a success by not only bringing the right products to the market and being easy and enjoyable to do business with but by supporting the opposite model. We believe for a dealer to be able to invest in having stock to demo and support a customer correctly after the point of sale, they need to make a certain level of margin, so our pricing reflects that.

“As we have said from day one, we would like a network of dealers covering the whole country committed to us and our product range and in return, they will be able to make better margins so we are all less involved in the chase to the bottom that is a bi-product of other major suppliers needing such high volumes to make their model work.

”

As a BHTA member and retailer of “high ticket items” ourselves, we have always taken the view that the physical nuts and bolts and plastic is only part of what we are offering to sell on the open market. The rest of what we sell is the knowledge, the assessment, the handover, the aftercare, and the long-term service which all has a value, even if a first-time buyer cannot see it.

“Obviously, it does mean that we will lose some deals to other companies that sell mainly on price. Online business invariably has very little else to offer other than a keen price, but there always seems to be someone who is prepared to go a little lower just to close the deal.

“In our opinion, this method of selling, in this market place, was always going to be a limited time offering unless the meagre profits were ploughed back in to create the infrastructure required to deliver on customer expectations.

“The online market for many commodities and products is very valid, however, not where potentially vulnerable customers need additional guidance on their needs and requirements before making the purchase.

”

Angus Long Managing Director of Impression Marketing

Mike Williams Managing Director and Founder of Ableworld

Yvonne Malone Managing Director of H&M Health and Mobility

“

“

“

Commercial enterprises such as LloydsPharmacy and Simplyhealth saw the homecare market as a lucrative new venture and entered in a big way. However, in my view, they entered the industry with a supermarket mentality, with their principal focus on the bottom line. With greater buying power, squeezing suppliers, undercutting smaller competitors, exploiting showrooming and focusing principally on best price rather than most appropriate product, it was always going to be, on paper at least, an attractive business venture.

“However, in many cases, after initially buying the lower cost “star buy” of the day, elderly consumers ended up having to get something more suitable further down the line, ultimately making the purchase of their equipment more expensive than if they had initially used specialist homecare retailers that ensure customers are sold the most appropriate product for their needs, budgets and circumstances, as opposed to the most profitable product for their bottom line.

”

We have no doubt that we can regularly lose out to ‘irresponsible’ competitors who have no concerns selling over the internet or without a thorough assessment and it would be easy to give in, but for us, it’s about having an ethical, professional long-term approach - not about making as much money as quickly as possible. We believe this attitude to trading also puts us in good stead with the professionals.

“Often, large corporate businesses are only looking at the bottom line which makes it difficult to grow as a business, certainly on a nationwide level. As we have franchises/business owners around the country, it means we don’t lose sight of the end-user and can work closely with local charities and professionals.

We do agree it is increasingly difficult to remain competitive in this market due to lower cost online sales. However, we remain competitive because we have the ability to MEET and SEE the customer whether at our premises or in their own home to assess each individual’s needs, unlike online retailers. Customers appreciate our caring and honest approach and our considerable knowledge of the market.

”

”

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 | 19

round-up

LIGHTWEIGHT WHEELCHAIRS SELECTED FOR MOTABILITY OFFER

V

an Os Medical and Karma Mobility’s lightweight wheelchairs have been selected as part of Motability’s new offer, providing customers the option to include a lightweight manual wheelchair when leasing their car through the scheme, after a successful pilot of the offer last year.

Aiming to increase mobility to wheelchair users when they arrive at

their destination says the charity, the option is available to anyone placing a new application for a car and includes a one-off, upfront payment of £100.

Customers have the choice between the Van Os Medical Excel G Logic and the Karma Ergo Lite 2 – both available as either self-propelled or assistant-propelled – and can order the chairs via a car dealership at the same time as ordering a Scheme car.

Van Os Medical’s Excel G Logic

Karma Mobility’s Ergo Lite 2

Spring website refresh ahead of new products With new product launches due late spring / early summer, Van Os Medical has launched its new website with a number of trade-focused features.

The overhauled site includes a dedicated, trade-only area where dealers have the ability to register, login and download exclusive materials, such as product part lists and how-to guides.

In addition, a new dealer map feature enables end-users to find a dealer nearest to their location and provides information on what products the dealer stocks, as well as useful contact information. www.vanosmedical.co.uk

20 | www.thiis.co.uk

Lisa Witherington, Head of Customer Services for Motability Operations, said: “For wheelchair users who want to increase their independence or simply want to be able to see more of the destinations they are travelling to in their Motability Scheme cars, a secondary, easy-tostow wheelchair is an ideal, value for money solution.”

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DELIVER

Y

AN INTRODUCTION TO THE MATURE MARKETING ASSOCIATION For professionals in the mobility market, a significant proportion of marketing time and effort is spent reaching older consumers. The mobility industry is not alone in this endeavour however, with companies from a wide range of industries keen to access this growing older demographic. Dedicated to developing and cultivating this emerging area of marketing, James Lancaster, Managing Director of the Mature Marketing Association, shares how the organisation is working to help brands and professionals engage with this lucrative segment.

By James Lancaster

T

he UK population has aged and is ageing, with more people in the UK James aged over 50 than Lancaster, MD of MMA there are under 18.

Consumer spending is following this trend by growing faster within the ‘mature’ market than any other sector. Businesses know and recognise this as a huge opportunity.

And yet treating them as one large aggregate group fails to recognise that this diverse, experienced and sophisticated audience has many different values, interests and lifestyles - all of which directly influence their buying habits.

Hence, communicating effectively to what is the biggest and richest group of pensioners in history is a must.

Now in its seventh year, the Mature Marketing Association (MMA) strives to be the voice for this important but often under exposed area of marketing. In short, we exist to promote best practice advertising, facilitate networking events and invest in thought-provoking research and data.

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Our biggest event of the year is the MMA Summit, which is going to take place on 17th October at the Cavendish Conference Centre in Central London. A one-day conference, it will be packed with industry expert presentations providing invaluable insight on marketing to the over-50s.

The Telegraph Media Group are the headline sponsor and, at the moment, the agenda includes topics such as trusting the robots, social influences, the ever-evolving consumer journey and winning trust and loyalty.

MMA membership is eclectic, and growing, and is by no means

limited to retail organisations. Current members include start-ups, challenger brands and market leaders, as well as academics, marketing agencies, consultants and researchers.

The common denominator is their commitment to a subject of critical business importance, so all are willing and encouraged to share their experiences and key insights.

To request further information on MMA events and member events, please contact me on 07736 405050 or james.lancaster@themma. marketing www.themma.marketing

The Association is bringing marketers together from multiple industries interested in reaching older consumers

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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.

A STRATEGY SHIFT FOR SHOWROOM SUCCESS In 2010, THIIS reported on Elite Mobility’s decision to invest in a brand-new retail showroom. The launch of a new showroom happens all the time in the industry, however, the new store marked a significant evolution in the retailer’s strategy, from a focus on direct-selling to a bricks and mortar presence.

Established in 2000 by former National Mobility colleagues Wayne Pegler and Steve Hall, Bristol-based Elite Mobility spent the first decade of its existence selling directly through leads it gathered through national

MAY 2010 24 | www.thiis.co.uk

advertising campaigns. It had opened a small retail outlet a few years before its flagship showroom but it was not until 2010 that it took selling from a bricks and mortar space seriously.

The company opened its 2,000 sq ft showroom in the north of Bristol, which it still operates from almost a decade later.

Now approaching 20 years in business, Elite Mobility did expand its retail operations over the years with a Somerset branch in Portishead which it has subsequently closed.

“In our old place we weren’t about footfall into the small showroom that we had, we were about a national company direct selling. We threatened to open a proper showroom for ages and then one day after visiting a customer, I came across this shop.”

WAYNE PEGLER, OWNER OF ELITE MOBILITY, IN MAY 2010

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20 years of THIIS STRENGTH IN NUMBERS Often, suppliers spend money laying on events to entertain customers, however, it is very rare to see the shoe on the other foot. In May 2012 however, the Countrywide Care Network (CCN) did just that.

Celebrating its 20th anniversary, Terence Clark of Clark & Partners in Sheffield and CCN Chairman, told THIIS at the time that the event was the perfect opportunity to explain to suppliers what CCN is and how the Network works.

The day was a chance for the CCN partners to say thank you to the suppliers but also a chance for suppliers to acknowledge the importance of the CCN in the industry.

Now with a combined turnover in excess of £40 million, over 250 staff, 250,000 square feet of warehousing, over 40 retail outlets and 50 service engineers, the CCN aims to combine the service and knowledge of local retail specialists with the buying power and coverage of a national distributor.

In February 2017, Clearwell Mobility became a member, joining other major mobility retailers including Millercare and Clark & Partners.

MAY 2012 “Right from the very beginning, the idea was to form strategic partnerships with a group of businesses that weren’t in competition with each other but that could work together. So the CCN splits the country into regions, supported by different members.”

TERENCE CLARK, CHAIRMAN OF CC, IN MAY 2012

WHEELCHAIR INNOVATION PLATEAU With a background in the aircraft industry and an enduring passion for developing and supplying lightweight manual wheelchairs for active users, Gerald Simonds, founder of Gerald Simonds Healthcare, questioned if innovation in the mobility sector had reached its peak in 2013.

Founding the company in 2013, Simonds pioneered lightweight wheelchairs in the 80s, distributing the Swede 24, a chair that broke new ground in the industry for professionals and users alike.

Having watched how chairs had continued to be developed over the last 30 years, Simonds suggested that development of mainstream chairs may have plateaued but pointed to add-ons, particularly power add-ons,

26 | www.thiis.co.uk

as being the area where technological development seemed to be thriving.

In February 2019, Gerald Simonds Healthcare was sold to the Borrum Healthcare Group, with the company stating the sale to Borrum was triggered by the retirement of Simonds.

MAY 2013

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20 years of THIIS

MAY 2014

WHERE THERE IS A WHILL… In May 2014, THIIS reported that “The fundraising a unique, high-tech powerchair designed by Japanese inventors provides us with not with a background in the automotive only the funds to industry had secured $1,000,000 in funding to bring their conceptual move our business product to market. forward, but it also WHIIL Inc, the manufacturer behind the innovative WHILL mobility device, provides us with a invested the valuable funds into product development, production, valuable network of more staff and sales of its initial world class investors WHILL Type-A model to introduce to the American market. who can help propel Having enjoyed success in Japan our business to the and America, TGA Mobility introduced the WHILL powerchair to the UK next level.” in 2017, before launching its latest model, the WHILL C, in 2018, with a sleek design and lower price-point.

BETTERLIFE SCOOPS AWARD FOR BETTER DESIGNED STORES In 2015, Betterlife’s flagship Leeds store was crowned ISG Store Design of the Year at the Oracle Retail Week Awards 2015, beating off tough competition from Waitrose, Debenhams, John Lewis, Argos and JD Sports to name a few.

Describing the store design at the

time as creating a more engaging retail experience, Grant Abrahams, the then Head of Betterlife from LloydsPharmacy said the retail outlet was much more than just a large retail space, instead calling it an interactive experience designed for customers’

SATOSHI SUGIE, PRESIDENT AND CEO OF WHILL INC., IN MAY 2014

MAY 2015 need and concerns.

The Leeds store, alongside Betterlife’s other retail locations, website and telesales operations, shut shop in April 2019. Read the full story on page 17.

EFOLDI GAINS NATIONAL ACCLAIM In 2016, THIIS covered entrepreneur Sumi Wang, MD of Suntech UK and developer of the eFOLDi scooter, winning the British Inventors’ Project at the Gadget Show. The folding scooter, designed by Sumi and her father and inventor Jianmin Wang after the latter broke his leg in 2012, captured the judges’ attention for its unique, compact design.

The prize included a stand at the 2017 Gadget Show Live and a cheque for £1,000.

Since winning the award, the

28 | www.thiis.co.uk

company has continued to go from strength to strength, releasing new versions of its flagship eFOLDi product, as well as other products for the mobility industry.

MAY 2016

20 years of THIIS THE BIGGEST CHALLENGES FACING MOBILITY RETAILERS Internet sellers. Easy access to the market. Lack of assessments and servicing. In May 2017, Chris Cox, MD of Cinque Ports Mobility, and John Payne, MD of Kent Mobility, revealed what they saw as being the biggest challenges facing mobility retailers over the year ahead.

The biggest concern for the pair was the internet and how many retailers were not offering the vital assessments and aftersales services needed for some of the bigger ticket mobility products.

In addition, John highlighted how

easy it is for people to enter the easy, regardless of knowledge or expertise, suggesting manufacturers were too willing to sell their products to retailers without consideration for how the products are sold.

In response, the pair of directors emphasised the need for retailers to adapt and diversify, whilst both expressed concerns over end-users’ safety for those purchasing products online that may end up making conditions worse, rather than better.

In April 2019, Kent Mobility launched its new assessment centre,

“Really to sell these products, you need a clinical background or years of experience in the trade and with disabilities, yet you can go to the Argos catalogue now and buy a class 3 scooter.”

JOHN PAYNE, MD OF KENT MOBILITY, IN MAY 2017

MAY 2018 “It’s clear to see that the popularity of social media transcends the generations, with older people making the most of the technology available.”

PATRICK STANNAH, MANAGING DIRECTOR OF STANNAH STAIRLIFTS, IN MAY 2018

30 | www.thiis.co.uk

John Payne, MD of Kent Mobility

Chris Cox, MD of Cinque Ports Mobility

focusing more on niche products and clinical expertise. Read all about it on page 6.

MAY 2017

GETTING TO KNOW SILVER SURFERS Social media is a big deal for businesses – that statement will come as no surprise to anyone. Knowing how people use social media however, particularly those over the age of 65, is a different kettle of fish entirely.

In May 2018, stairlift manufacturer Stannah commissioned a study to examine howover-65s use social media, providing some useful insights for retailers and suppliers looking to

engage with the demographic online.

The research found Facebook was the most popular channel, with over 60 percent of respondents using the site to stay connected to friends and family. Interestingly, out of the 768 people surveyed, one in five admitted to spending between 16 to 30 minutes on a social media platform, whilst one in ten said they spent over an hour on social media daily.

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LIFESTYLE & MOBILITY TALKS SHOP With the demise of Betterlife’s online and dedicated bricks and mortar retail operations, many in the industry could mark this a sign of the times for the mobility retail market, with dealers often noting the struggle to achieve margin and remain competitive. This is not the case for all however, with Essex-based Lifestyle & Mobility in the midst of an expansion following a period of sustained retail success. THIIS caught up with Business Development Manager Darren Macey to learn more about the retailer’s growth ambitions, securing market share in the South East, and a new flagship store in Harlow.

A

growing success story in the mobility retail industry, the family-run mobility company was founded in 2002 by Ron Sverdloff and has organically grown and expanded. The company is now managed by Managing Director Aaron Sverdloff and supported by an engaged team across its multiple sites.

Avoiding getting sucked into competing solely on price, the company has carefully chosen which suppliers to work with and focused on stocking quality products on the higher-end of the price spectrum requiring more specialist knowledge, explained Aaron.

After enjoying its best year to date and investing in new staff at its Southend store to bolster its service levels, the successful South East mobility retailer is now expanding its presence into Harlow and is searching

Managing Director Aaron Sverldloff with Business Development Manager Darren Macey have high hopes for the company’s upcoming Harlow store

for a new team to run the store.

Promising to be the company’s biggest and brightest store yet and with high hopes of it becoming the company’s highest earning branch in

“This will undoubtably be the best mobility store the UK has seen to date! People will travel far and wide to see us and we hope to have the largest selection of products of any other mobility showroom.”

DARREN MACEY

32 | www.thiis.co.uk

its portfolio as well, the new Harlow store will join Lifestyle & Mobility network of showrooms in Basildon, Southend, as well as a specialist centre in Potters Bar. To ensure the new flagship store is a success, the company is recruiting for a number of roles to be based at the store, including an experienced Showroom Manager, enthusiastic Showroom Assistant, as well as a knowledgeable Mobility Service Engineer.

Turn to page 68 to find out more about the roles. www.lifestyleandmobility.co.uk

TRADE TALKS: LIFESTYLE & MOBILITY’S DARREN MACEY WHY IS NOW THE RIGHT TIME TO EXPAND FOR LIFESTYLE & MOBILITY? “In my opinion, there are only a couple of dozen absolutely quality mobility retailers out there that do a fantastic job. Right now, this is the most important time for us to expand as we need to protect our patch that surrounds us. We have no intention of becoming a national company, we just want to become even stronger in our region.

“If we sew up all the business in our region, it then makes it impossible for others companies to survive if they try and open in the same town.

This sounds all like fighting talk, but we have seen many companies try before… at best they only last a year.

“I honestly believe we have the winning formula to succeed!”

WHAT MADE YOU SELECT HARLOW AS THE LOCATION FOR YOUR NEXT STORE? “To be honest, we always felt Harlow would be a great location for us but stayed away as there was a multimillion-pound company in town, which we didn’t want to take on for the same reason as I mentioned before.

“They’ve sold most of that business

off now and were looking to sell the last part of their business to us.

Unfortunately, it wasn’t cost effective enough for us to buy them out and they didn’t have enough space for us to import all the stock that we like to showcase in our stores. Instead, we are now investing a lot of money into a much bigger site.

“We are on very good terms with that company and are very much a different business model to them, so I’m sure we will both complement the town.”

WHAT WILL THIS NEW FLAGSHIP STORE BE LIKE? “I don’t want to give too much away at this stage but I can say people won’t be disappointed.

“This will undoubtably be the best mobility store the UK has seen to date! People will travel far and wide to see us and we hope to have the largest selection of products of any other mobility showroom.

“The Store is 7,500 sq. ft and will boast a very modern retail look with lots of engaging POS. We shall have all the top brands that you see in our other stores… Sunrise Medical, Invacare, Quantum, TGA Mobility, Kymco, Primacare, Van Os, Karma, Rise and Recline Ltd, Celebrity, Sherborne and Furmanac.”

WHAT IS KEY TO LAUNCHING A SUCCESSFUL NEW MOBILITY STORE IN A NEW TOWN? “Staff, staff and staff… this is the key.

We want the best people that are in the business, so if you’re looking for a job and a company that looks after you, look no further!

“We have a huge retention rate and all our employees love working for us & stay with us. Don’t be put off by the location or distance you may have to travel. You will get great job satisfaction and will be paid well as the company becomes more of a success.”

SOME HAVE COMMENTED THAT THE MOBILITY INDUSTRY IS BECOMING INCREASINGLY DIFFICULT TO REMAIN COMPETITIVE IN, YET LIFESTYLE & MOBILITY SEEMS TO BE GOING FROM STRENGTH-TO-STRENGTH, WHAT IS THE SECRET? “I think I’ve said too much already... but again, I would say staff. We have a fantastic management team, with a great mix of personalities and styles.

Together, we are Lifestyle and Mobility; on our own, we are nothing.”

www.thiis.co.uk | 33

round-up

ABLEWORLD STORE RISES TO PREMIER STATUS WITH STILTZ Capitalising on the growing homelift market, Ableworld Southampton is the first in the national mobility retailer’s portfolio of 34 stores to become a Stiltz Homelifts Premier Partner after staff completed a free training course at Stiltz’ headquarters in the West Midlands.

S

teven Newman, Director at Ableworld Southampton, said: “The homelift market has grown considerably over the last few years and Stiltz are the only through floor lift company we are partnered with at Ableworld.

“Homelifts are going to have a big impact on helping people remain in their own homes because stairlifts are not suitable for all users. We still provide customers with stairlift options

34 | www.thiis.co.uk

but now we can offer them homelifts too – it’s good for us, and it’s great for our customers to have more choice.”

Now free to manage the whole customer journey when selling, installing and servicing a Stiltz lift, the Southampton store is enabling its customers to ‘test drive’ Stiltz’ lifts in store, becoming the first mobility retailer anywhere to have a Stiltz Homelift demonstration unit installed.

“It’s really important our customers

get the opportunity to ‘try before they buy’ and match the product which best suits their needs. It also means OT’s can come in with their client and be reassured that they are recommending the best possible solution to help improve their lives,” added Steve. www.ableworld.co.uk www.stiltz.co.uk

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YOUNG PEOPLE AND THE DISABLED FACILITIES GRANT I’ve written before about the role that manufacturers and retailers can play in helping young people with disabilities, but this month I want to talk more specifically about the Disabled Facilities Grant (DFG), and how this can be used to help the young people you come into contact with, as well as the OTs who serve those young people.

36 | www.thiis.co.uk

T

he DFG is an avenue that more would do well to explore, for the following reasons: 1. For children aged 17 years and younger, there is no “means testing” – it is applicable for all, regardless of how much money the parents do or do not have 2. The DFG is for the child, not the property they live in, which means three disabled children living under the same roof would be entitled to three DFG applications For those two reasons, the DFG is well worth investigating if you’re working with children, remembering that the works should be deemed “necessary and appropriate” by the council and/or NHS, and “reasonable and practical” from the housing department of your local council.

(It’s worth pointing out at this point that the DFG is not available in Scotland) How can the DFG be used to help young people?

THE DFG ALLOWS FOR ADAPTATIONS TO: Provide access to and from the property. This includes things like: • Grab rails for access • Portable ramps • Step lifts • Platform lifts • Concrete ramps PROVIDE ACCESS TO PRINCIPAL FAMILY ROOM Do you widen doors to make wheelchair access possible?

Do you provide automatic door openers?

Can you create an open plan kitchen / diner for appropriate access?

PROVIDE ACCESS TO A BATH AND OR SHOWER (INCLUDING TOILET AND WASH HAND BASIN ACCESS) If a client can’t access a bath, shower, toilet or wash hand basin, the DFG can help make that happen to provide a wet room, or perhaps a specialist bath.

If these major works are not required or the customer is looking

at low-cost, easier options, you may be able to provide equipment for example: • A bath board • A bath lift • Grab rails • Shower chairs (manual, attendant propelled, fold down and free standing) • Raised toilet seat • Lever taps PROVIDE ACCESS TO A PLACE TO PREPARE AND EAT A MEAL Clearly, a huge part of our role as OTs is to allow our clients to live as full a life as possible and that includes ensuring that meals can be prepared and eaten at home.

If you provide solutions to kitchenuse issues, the DFG could well be used to help a client acquire your product or service.

Consider equipment you can sell that would be helpful too, like a Muggi to carry drinks, Dycem non-slip mats or adaptive cutlery that can go with an adapted kitchen.

PROVIDE ACCESS TO A BEDROOM If a client’s bedroom is upstairs, they’re most likely going to need a way to get up and down the stairs, and a stair lift, home lift, stair steady or extra mopstick rail are all things that can be considered with DFG funding.

And even if stairs aren’t an issue, your customer may struggle to get in and out of bed. If that’s the case, then I’d recommend looking at equipment the client can purchase or apply to social services for like a bed lever, or a new chair bed.

consider RNIB guidelines and the products / adaptations that may help.

If a blood condition, the cold may be an issue, thus what do you provide that could keep the client warm?

Again, the right product or adaptation can be obtained using DFG funding if criteria is met.

AND FINALLY, THE EXTERNAL ENVIRONMENT Is it worth asking your client where they live and whether, they need to live closer to the hospital, school or family to enhance their life and reduce strain on them and their family?

Consider, is the existing home: 1. Too far away from important family members?

2. Too far away from family GP? 3. Too far away from specialist services?

4. Difficult to park at?

5. Far away from local amenities?

Adapting a property should be because the external environment works for the family and your client.

If it does not, relocating should be discussed.

However, in lots of cases, equipment will solve the problems and this is where equipment providers, mobility stores and manufacturers come in – the more they’re able to make occupational therapists and clients aware of the products, the easier the job is for us!

This is an overview, so please If unsure consult your local social services department for advice or consider becoming a Trusted Assessor through an accredited organisation like the Disabled Living Foundation.

PROVIDE ADEQUATE HEATING, LIGHTING AND VENTILATION. If your client has a visual impairment,

Useful Contacts www.rnib.org.uk www.dlf.org.uk

Stuart Barrow of Promoting Independence is a member of the Royal College of Occupational Therapists and a recognised expert in the field of home adaptations. His experience is sought by manufacturers and service providers looking for an expert opinion. Stuart also runs the Occupational Therapy Adaptations Conference (OTAC).

www.thiis.co.uk | 37

round-up

REFRESHING SPRING SEATING DEALER OFFER To help its UK retailers freshen up their showrooms for the summer, Repose Furniture is offering a 10 percent discount on the New Richmond and Alba shop floor models, along with a free set of swatch books and an accessory kit which consists of arm caps and a head cover.

Retailers wishing to take advantage of this offer should contact their Repose representative directly for further information or to place an order quoting reference MAY2019 by May 31st 2019.

“We are committed to offering our retailers support in various ways and believe this promotion for May will help them to give their showroom a stylish new look as we head into the summer season,” commented Lisa Wardley, Managing Director of Repose.

To discuss potential retailer opportunities, call 0844 7766001 or email info@reposefurniture. co.uk www.reposefurniture.co.uk

Scotgate Mobility’s Katy Brown with Oundle Mobility’s Ann Gould

COLLABORATING TO MEET SHORTTERM NEEDS Stamford’s Scotgate Mobility and Oundle’s Oundle Mobility have joined forces to provide a new, short-term equipment hire service for those than require mobility aids over a temporary period in the East Midlands.

T

he pair will provide mobility solutions to local residents who may have had an accident or operation and only require the products briefly, as well as for those who may have visitors staying that may have mobility needs.

Katy Brown, Managing Director of Scotgate Mobility’s and Oundle Mobility’s Ann Gould, an experienced OT registered with the Health and Care Professions Council and

a member of the Royal College of Occupational Therapists, will deliver the joint hiring service in their respective localities.

Scotgate Mobility’s Katy Brown told THIIS: “I have known of Ann since opening the business two years ago, as she works in a neighbouring town.

There is no alternative equipment service in our area, so we think it will be a much-needed resource.”

Tackling Scotland’s short-term needs A new bill calling for the NHS to provide wheelchairs to people in Scotland with short-term mobility needs has been proposed by Labour MSP Jackie Baillie.

Presently, the NHS is not required to offer a wheelchair to anyone that is expected to need one for a period less than six-months, however, under the new legislation penned by the Scottish MSP, it would be mandatory for public bodies to do so.

38 | www.thiis.co.uk

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UNDERSTANDING COMMUNITY EQUIPMENT:

RUBBISH OR RECYCLE? In February 2019, a BBC investigation in the West of England drew attention to the community loan equipment sector and the millions being spent on mobility and living aids. One of the more controversial claims made in the report was that councils in England are opting to throw away & replace rather than recycle and reuse loaned equipment due to cost considerations.

It is a claim that is heard regularly in the industry; however, Medequip’s Michaela Harris reveals that there is more behind the decision-making process than just costs.

THE COMMUNITY EQUIPMENT LANDSCAPE Up and down the country, people with disabilities are provided a range of equipment to help individuals maintain their independence and facilitate hospital discharge. The equipment can range from simple aids for daily living to more complex pieces of equipment, such as beds and mattress systems.

The amount of equipment loaned to

patients is substantial, with 3.5 million items loaned out to the community between 2017/18.

Community Equipment Services are tasked with the provision and management of this equipment, with health authorities and councils spending £207million on community equipment in 2017/2018.

With the sheer amount of equipment loaned out however, the amount of equipment that ends up in

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landfill after use has been condemned by campaigners. According to the BBC’s report, out of the 3.5 million items that were loaned to patients, only around two million were returned.

Looking specifically into the West of England, the region spent £17.5million on community equipment in 2017/18, issuing 431,000 mobility and living aids, however, in that year, only 271,000 pieces were returned.

The numbers reveal a worrying

Contrary to popular belief, Medequip says it believes in collecting all equipment when doable

trend of loaned equipment never being returned by patients, requiring councils and the NHS to purchase replacement equipment rather than cleaning and reissuing the devices back into the community.

CHEAPER TO GET RID THAN RECYCLE? Interestingly, alongside equipment ending up in landfill or collecting dust at the back of cupboards because people do not know how to return it or simply forget, the BBC’s report highlighted that some local authorities

do not wish some used items to be returned.

Interviewing recipients of community loan equipment, Nikki Fox, the BBC’s disability correspondent, highlighted that some Community Equipment Services have purportedly encouraged individuals to throw their equipment away rather than send it back.

Often, the reason cited is the cost involved in recycling and reissuing of community equipment.

A spokesperson from the Local Government Association said: “Each

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council has to balance the costs of collection, cleaning and reissuing devices against the costs of providing new equipment.

“It is not always financially viable… especially given the difficult financial pressures currently facing councils.”

JUST A QUESTION OF ECONOMIC VIABILITY? It is this question around the financial cost and environmental viability of attempting to recycle all community loan equipment items that has been at the forefront of recent media coverage

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and is a problem many loan stores and the NHS have been working to address.

Aiming to shine a light on the community equipment process and the challenges involved, integrated community equipment service Medequip has highlighted to THIIS some of the steps the organisation takes to redress the balance between economic and environmental viability.

One of the longest serving providers of contracted out Community Equipment Services, Medequip works with local councils and commissioning groups across the UK, supplying equipment ranging from simple walking aids through to sophisticated bed packages.

Michaela Harris, Business Support Manager for the company, explained the organisation’s approach to this question: “Although we appreciate that some commissioning bodies do have a minimum value below which they consider it uneconomical to provide a collection service, or indeed a reuse option, we do believe in collecting everything where possible and when requested,” she stated.

“We also operate repair services at all of our depots and decontamination facilities to optimise recycling rates and remain committed to the Return, Recycle, Reuse concept.”

The Return, Recycle, Reuse campaign was originally developed in partnership with West Suffolk NHS and has seen return and reuse rates rise significantly in the West Suffolk area, prompted by a number of initiatives which are now being rolled out in other areas where Medequip

operates community loan equipment contracts.

HOW DOES THE RECYCLING SCHEME WORK? The process for collecting items, successfully returning them to stock and then reissuing for further use is constantly developed and refined says Medequip.

At the heart of the community equipment loan process are bespoke IT systems that enables the company to know exactly where each item out on loan is located, whether it is large or small. Each and every item carries a barcode and unique identifying code in line with MHRA requirements and also carries a number the user can call to organise collection.

centre says Michaela.

Once returned to the centre, the used equipment is assessed to ascertain its suitability for recycling and reuse and where items are deemed unusable, attempts are made to salvage individual components to facilitate repairs to other equipment.

Using the barcode labels, all equipment is scanned onto the vehicle and scanned off at the decontamination facility. It is then scanned at every stage of the process; collection, pre-cleaning, cleaning, post-cleaning, repair, back to shelf, onto the delivery vehicle, and into the client’s property.

According to the Community Equipment Services’ specialist, the IT system produces reports at each

“…we do believe in collecting everything where possible and when requested” MICHAELA HARRIS

Although details can vary from contract to contract, the process is relatively straightforward notes Medequip, with equipment collected from designated addresses by a fleet of Medequip vehicles, each of which has ‘dual capacity,’ with separate doors and areas for clean and dirty items and antibacterial linings, maximising logistics capabilities and reducing journey numbers.

It is then returned to the depot serving the contract, with every Medequip depot boasting its own CECOPS accredited decontamination

of these stages, providing Medequip with complete visibility and total awareness of stock availability.

This enables the procurement team to manage stock levels in line with anticipated requirements, as well as using available recycled equipment before buying new.

UNDERSTANDING THE HUMAN ELEMENT With such comprehensive systems in place and continuous tracking of products through the loan process, why does Medequip only receive 77

Medequip says it is attempting to reduce the amount of equipment ending up in landfill

42 | www.thiis.co.uk

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percent of loaned equipment back?

Whilst the IT systems aim to deliver increased efficiencies, Michaela points out that the company understands that due to the sensitive nature of the service and the products, there are important human considerations to bear in mind.

With this consideration in mind, the organisation operates a specialist bereavement collection service to manage such collections with dignity and care says Medequip, however, it is this human element which can also prove the most difficult to manage.

Despite its thorough IT systems and processes to deliver and manage the extensive amount of equipment loaned and returned, no system is perfect.

According to Medequip, it is this human element that results in equipment being lost, passed on to family members, given to charity shops or even, where it may have a greater intrinsic value, sold on the open market.

To mitigate this, the company works in partnership with local councils and commissioning groups to attempt to increase return rates by making the returns process easier and more transparent for patients, encouraging more returns.

Alongside the returns phone number on barcode labels found on every piece of loaned equipment, Medequip provides a leaflet with full details on how to return the items once they are no longer required, as well as also clearly stating that equipment is on loan.

In addition, to promote awareness of the importance of returning equipment, Medequip produces posters for display at locations including hospitals, GP surgeries, community centres, care homes and similar areas, also promoting the Return, Reuse, Recycle message on social media channels, In some areas, the company is also working with domestic waste recycling centres to collect equipment which may have been disposed of by the service user, and the organisation has also established ‘amnesty bins’ in convenient spots to enable people to drop off items no longer required.

44 | www.thiis.co.uk

91% of returned equipment is recycled following a rigorous decontamination process says Medequip

HOW EFFECTIVE ARE RETURNS AND RECYCLING INITIATIVES? According to Medequip, its efforts to prompt patients to return equipment is working, reporting that out of the currently 77 percent of all equipment successfully returned – higher than the 55 percent national average - 91 percent is successfully recycled.

The remaining nine percent consisting of items considered no longer fit for purpose due to damage or excessive wear and tear or because they are not suitable for recycling, such as raised toilet seats and urinal containers.

Some local authorities have also attested to the financial benefits of recycling equipment. The NHS in Barnsley has established its own mobility equipment recycling initiative which has enabled it to collect around

14,000 mobility items, with a reported 94 percent of items were able to be recycled, resulting in a cost saving of approximately £300,000.

With collection of all equipment, particularly individual lower-cost aids, not financially feasible for budgetarily stretched local authorities, it is the challenge of Community Equipment Services and local authorities to continuously drive the message to equipment users to return their equipment after use.

Whilst putting the impetus on patients to return freely loaned equipment will inevitably lead to equipment being lost, transparent and convenient integrated processes like those championed by Medequip will be key for reducing equipment wastage as increasingly more equipment is required in the community.

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MERGERS, ACQUISITIONS AND INVESTMENTS DEVELOPING WALES’ MOBILITY PLAYERS

C

reated by the Welsh Government in October 2017 to help Welsh businesses or businesses planning to move to the region get the finance needed to start up, strengthen and grow, the Development Bank of Wales has made a number of investments in the mobility retail sector within its short time.

Launched as effectively the Welsh Government’s former investment bank subsidiary Finance Wales, which was set up in 2001, the Development Bank of Wales was established with more funding - £440m when launched – and greater scope to back more businesses than its predecessor.

The first publicly owned development bank in the UK, the Development Bank invested £72m into 344 businesses in its first year and in turn, attracted £84m in private investment from investors such as Wealth Club, HSBC Ventures and Wesley Clover.

Its first foray into the mobility sector came six months into the organisation’s conception in April

2018 when it helped support Newport-based retailer Middletons’ expansion plans into Wales with a £3.8 million equity co-investment with clients of Bristol-based Wealth Club Limited Following the investment, Middletons announced its plan to open new stores in Cardiff, Swansea and Wrexham as part of its ambition to grow its retail portfolio to 22 stores nationwide.

Discussing the Middletons investment and why the mobility industry is proving such an attractive market place for investors, Alex Davies, Chief Executive of Wealth

Middletons was the public banks first foray into the world of mobility

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46 | www.thiis.co.uk

WHAT SUPPORT CAN THE PUBLICLY OWNED BANK PROVIDE? Loans: From £1,000 to £5million Equity investment: From 50,000 to £5million for established companies Seed finance: For prerevenue tech start-ups Finance up to £5million: To buy a business (business owners and management teams) Property development loans: For Wales-based projects Referrals to Business Wales: For business advice and support Co-investment: Alongside banks, crowdfunders, grants, investors and other lenders

NEW 20” SEAT WIDTH

Club commented at the time: “As soon as I saw this opportunity, I liked it. The idea is great, the competition is fragmented and it operates in a market which due to demographics, come rain or shine, should grow.”

A year on and the Development Bank of Wales has followed up its co-investment with its second investment in a mobility retailer, backing the management buy-out of South Wales-based retailer Snowdrop Independent Living with a £500,000 equity investment.

Commenting on its most recent mobility investment, Stephen Galvin, Senior Investment Executive for the Development Bank of Wales, explained: “We invested in this business because we liked the management team’s plan to capitalise on the sector’s demographics.

“Snowdrop is developing an offering which improves mobility for an everincreasing ageing population and we wanted to be part of that. We strengthened the management team, adding to the existing resources by bringing in the experience of [Manging Director] David and [Chairman] Kevin, making it a robust and confident MBO team.

“The development bank is keen to ensure that management teams have succession funding to help them take over strong community-based businesses like Snowdrop.”

COMPACT FOLDING

UNIQUE CONTOURED BACKREST

MBO MEANS MORE SHOWROOMS AND MORE STAFF Supported with a £500,000 equity investment by the Development Bank of Wales, Snowdrop Independent Living’s Managing Director David Morgan and Chairman Kevin Bounds, along with four existing members of staff, have successfully taken ownership of the company following a management buy-out (MBO).

Founded in 1999 by Peter O’Shea from a single showroom in Haverfordwest, Pembrokeshire, Snowdrop Independent Living now has a 22 strong workforce and covers the whole of South Wales, with showrooms in Swansea and Penarth.

David Morgan, Managing Director of Snowdrop Independent Living, commented: “I was looking for a business that did something useful.

Snowdrop makes people’s lives better and that seems to me like a pretty good way to spend your day.”

The new management team says it will now look to grow the business with more showrooms, greater social media marketing, 20 new jobs and the introduction of new technology providing better customer service.

Following the MBO, Andy Morris, Portfolio Executive for the Development Bank of Wales, will work with Snowdrop Independent Living over the coming months to provide additional support. www.snowdropindependentliving.co.uk

With the population set to continue to grow older and demand for mobility solutions predicted to rise with it, the Development Bank could prove

an effective and lucrative means of financing growth ambitions for mobility providers interested in developing or expanding a presence in the Wales.

Call to find out more

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or email orders@tgamobility.co.uk www.tgamobility.co.uk THS010519SB

The UK’s leading range of mobility products since 1985

www.thiis.co.uk | 47

new to the team

MOTABILITY OPERATIONS’ NEW CHAIRMAN APPOINTED Darren Ward, TGA Trade Sales Administrator (left) with Tim Ross

TGA trade team expands Having previously managed 24 home and leisure stores for a well-known high street brand, Darren Ward is bringing a wealth of operational knowledge to TGA Mobility’s trade team.

The new Trade Sales Administrator will ensure dealers experience the most efficient service possible says the company, providing frontline support for all trade customers who can contact him directly with any query. “ I have always been a ‘people person’ which I think is a key asset for TGA as I am trained to listen, engage and understand dealer needs,” explained Darren.

“When it comes to satisfactory service, it’s simple things that make a big difference. Such as responding to emails in a timely fashion or calling back with a solution, often pro-actively thinking around a problem.

“We are all about making orders, deliveries, warranties, servicing etc. as easy as possible.” www.tgamobility.co.uk

Motability Operations has appointed The Right Honourable Sir Stephen O’Brien as its new Chairman following the retirement of the former Chairman Neil Johnson at the end of March 2019.

Knighted in 2017 for his achievements and commitments to humanitarian action, global health and international development, Sir Stephen is a qualified solicitor and former International Director and Group Secretary of FTSE 100 listed Redland plc.

Alongside his business experience, Sir Stephen is a Privy Counsellor and boasts a distinguished record as a Member of Parliament for the Conservative Party for 16 years, as well as the former United Nations Under-Secretary for Humanitarian Affairs & Emergency Relief Coordinator. www.motabilityoperations.co.uk

BUSINESS DEVELOPMENT EXECUTIVE TRUSTED TO ENHANCE CLIENT SUPPORT Trusted Recruiter, the mobility, assistive technology and independent living recruitment consultancy, has appointed Emma Summers as the company’s new Business Development Executive.

Having previously worked in retail for 20 years, progressing to a management role, Emma will now be responsible for managing the client side of the business, building relationships with companies in the Emma sector and seeking new clients.

Summers Following the new addition to the team, Antony Elkington, Managing Director of Trusted Recruiter, told THIIS that the agency plans to grow the number of vacancies on offer to its database of over 600 industry professionals.

To contact Emma, email emma@trustedrecruiter.co.uk or call 0333 014 4014

48 | www.thiis.co.uk

Sir Stephen O’Brien

Do you have a new team member?

Why not let the industry know?

Just send us a short news item and photo.

Executive board reshuffle for national lift supplier Paul Brooks has been appointed Pickerings Lifts Managing Director, succeeding from Ian Bowers following his retirement at the end of March.

Initially joining the company as Head of Divisional Operations in 2014 before being promoted to Service Director in 2018, Paul will now be responsible for the strategy, growth and direction of Pickerings Lifts, as well as taking responsibility for key customer accounts.

Following Ian’s retirement, there have been further changes within the company’s executive board, with former Service Sales and Marketing Director Gary Rains promoted to Service Director.

Paul Brooks

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more about‌

The company is investing heavily in innovation with features such as iLevel in order to close the gap with established European powerchair manufacturers

QUANTUM REHAB

BIG AMBITIONS IN THE EUROPEAN POWERCHAIR MARKET In the high-end powerchair market, Quantum Rehab is still relatively young in the UK market in comparison to some players. In America however, the company is the market leader in complex powerchairs and has set its sights on achieving the same level of success in the UK and Europe. THIIS caught up with Kevin Atkins, Senior Sales Manager at Quantum Rehab, to discover how innovation and persistence are helping the company to achieve sustained growth and increasing market share in the competitive powerchair sector.

50 | www.thiis.co.uk

EXPORTING DOMESTIC SUCCESS Formed by American mobility giant Pride Mobility back in 2000 to focus on addressing advanced rehab needs, Quantum Rehab’s solutions incorporate various components to create powerchairs capable of meeting individuals’ complex needs.

Currently the market leader in its domestic market of the USA, the company has in recent years set its sights on expanding its presence in Europe, focusing on releasing new innovations to compete against

he told THIIS that one of the biggest shifts in Quantum Rehab has been its approach to the UK and European markets.

“Years ago, there was not the same level of communication between the USA and the UK teams, so it was often the case that products were designed and made for the American market before being passed over to the UK to be sold,” explained Kevin.

“We realised however that what sells in America will not always be right for the UK and European markets.”

“We realised however that what sells in America will not always be right for the UK and European markets.”

KEVIN ATKINS

established players in the market.

“As a company, we are fuelled by innovation, which has led to Quantum being the number one supplier of powerchairs in America,” said Kevin.

“We are now looking to replicate that success in Europe, across our subsidiaries in Holland, France, Spain, Portugal, Italy and of course, the UK. We are years behind some of the other manufacturers, who have been in these markets for more than 30 years, and while Quantum launched in 2000, it has only really started to focus on Europe in the last three to four years.”

Joining Quantum Rehab in 2011 as an area sales manager in the South West before becoming the brand’s senior sales manager, Kevin Atkins has witnessed and played a key role in the company’s UK growth, now overseeing a team of five area sales managers across the UK, as well as being involved in product development, crash testing, and regular conference calls with the US headquarters.

TRANSATLANTIC COMMUNICATIONS Speaking with Kevin about how the company has changed over the years,

Now aiming to address more directly the needs of its customers across its subsidiaries in Europe, Kevin highlighted how communication globally has improved within Quantum.

“I never used to have direct communication with America, however, I now have direct access to our Research and Development team in the USA, so we are able to relay a lot more information and feedback to help facilitate new products and innovations,” he said.

“This has really been the case with our new mid-wheel drive powerchair that we are launching soon. A lot of our feedback from the team in the UK and Europe has played a big part in creating it.”

SMALLER DESIGN TO ACHIEVE BIG GROWTH In September 2018, Quantum Rehab released its latest mid-wheel drive Edge 3 powerchair, which it says has really taken off this year. Building on the rising success of the chair, the company also unveiled a sneak preview of a new, compact mid-wheel drive chair at this year’s Naidex that Kevin says will be a game-changer in the market.

“It is something our customers have been asking for. They tell us that they love the Quantum range but they want a slightly smaller version for indoor properties, so the US team has responded and we have something very special to bring to the market later this year,” stressed Kevin.

“We know that this smaller, midwheel drive segment is a fantastic market with big growth opportunities to tap into and so we are planning to enter it with something that is marketleading.”

The new chair will boast a narrower wheelbase; 50amp batteries for enhanced range; and a selection of wheel options including 12-inch & 14inch drive wheels, as well as five-inch and six-inch castors in the front for a

Across the pond, Quantum Rehab is the leading and largest supplier of complex powerchairs

www.thiis.co.uk | 51

more about… tighter turning radius.

In addition, it will incorporate Quantum’s unique iLevel function, allowing individuals to drive fully elevated at walking speed, alongside options such as 50-degrees of tilt and a lower seat to floor height.

With a range of distinct, useful features that are not found on competitors’ products, Quantum Rehab has big hopes for its upcoming release, helping to cement its position as a key player in this sector of the powerchair market.

“We said that if we were really going to compete in this part of the market, then we needed more than just a product that is the same as

bringing innovative solutions to the market and so a lot of time and effort goes into research and development, which is really exciting as there is so much in the pipeline that I can’t talk about but know will really turn heads when it launches.”

Interestingly, the company’s innovations have not just focused on enhancing the ride performance of the chair but also on enabling dealers to provide greater aftersales care via its new Interactive Assist app.

“This is a free feature that allows dealers to connect with the chair live and see what is going on live. It gives the end-user peace of mind and allows the dealer to give the level

“It took eight years for Quantum to become the number one supplier of high-end powerchairs in America and our ambition is to do the same in Europe.”

KEVIN ATKINS

what is already on offer – we wanted something that looks better, drives better and has better features and I’m confident we have achieved that,” underlined Kevin.

“The price point will also be really competitive to others that are on the market for both retail and the NHS as well, so I see this being a real gamechanger for us, particularly in terms of volume, because in my opinion, it will be better than anything comparable on the market today.”

INVESTING IN INNOVATION Having only launched its enhanced 4.5mph iLevel feature and new Edge 3 chair less than 12 months ago and with more products and features on the way, the pace of Quantum’s innovation is impressive and one of its core components behind its growth.

“This has definitely been the most innovative period at Quantum since I joined the company and I would go as far as to say that no other manufacturer is innovating at the same rate as us at the moment,” claimed Kevin.

“Our CEO is really focused on

52 | www.thiis.co.uk

of customer service that customers need,” noted Kevin.

Available on the Q-Logic 3 control system, the app enables a real-time connection from a powerchair’s electronics to a dealer’s programming station, providing a technician with full system and diagnostic information, alongside useful tools including a realtime mirror image of the chair’s LCD display.

“You have similar functions on premium cars nowadays, so it’s great for all parties involved.

Dealers can cut down on the cost of money and time spent sending engineers to diagnose a problem and users get any issues resolved more quickly,” he added.

A GOOD PROBLEM TO HAVE With so much innovation, one of the challenges according to Kevin can be ensuring dealers are aware of all the new features and products from Quantum on the market.

“It can be tough keeping up with all the innovation and trying to keep our retailers and the NHS informed about all the new innovations we are introducing,” he commented.

“We are working on so much and there are so many good things coming through, it means we are always telling our customers something new. Trying to make sure that they are up to date and fully informed isn’t easy and means our team has to work hard to ensure we know all the innovation inside and out.

“It is a great problem to have though.”

In addition to the company’s new Edge 3 powerchair, upcoming compact mid-wheel drive chair, augmented iLevel function and Interactive Assist app, Kevin mentioned the company has also used high-spec shock absorbers in its chairs commonly used in motocross.

“It is a great feeling being able to go in to see a customer and always have something new to talk about,” continued Kevin.

“Going in and seeing a dealer with nothing new to tell them can be quite awkward.”

Kevin Atkins, Senior Quantum Sales Manager

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DEVELOPING THE DEALER NETWORK Having formerly worked on the retail side of the market for a number of years at Cornwall Mobility before joining Quantum, Kevin says it has taken consistent hard work to build Quantum’s dealer network in the UK. “A lot of dealers, even the more stalwart dealers in particular that have been working with other manufacturers for years and have not been particularly interested in working with us, are now coming on board,” commented Kevin.

Discussing why the company’s dealer network is growing, the Senior Sales Manager explained it is down to two key factors - a commitment to innovation and gentle persistence.

“I think dealers can see we are

Why has Quantum got the edge in the bariatric market?

With its new, compact midwheel powerchair launching later this year, Quantum Rehab already enjoys big success in the bariatric segment of the market which has helped the company penetrate the NHS, according to Kevin.

“Our heavy-duty chairs like the Q6 Edge HD have definitely been one of our most successful product lines on the NHS side of the business ,” he commented.

“Quantum has a particularly expertise in this area. As an American company, it has always developed bariatric options for the American market, whereas some of the European based companies have not.

“Now we are seeing larger people in the UK and as a company, we have solutions on the market which are extremely reliable, extensively tested and proven in one of the largest markets in the world.”

54 | www.thiis.co.uk

really dedicated to genuine innovation,” stated Kevin.

“The key things I’ve found, being on both sides of the coin, is that dealers want products that look aesthetically pleasing, have extensive elements so dealers can really meet their customers’ needs, and get genuine support from their suppliers.

“We try to tick all these boxes and because we aren’t the biggest player in the market, we always appreciate any business we get from our dealers. It really is never taken for granted and I think our dealers know and appreciate this.”

Alongside having the right product and aftersales service, Kevin highlighted that persevering when doors were shut has paid dividends in the long-run.

“We do not give up – we very easily could have stopped trying to approach dealers that after two years continued to show us the door but instead, we continued keeping in contact and building relationships and it is paying off now.”

Following the successful launch of the Edge 3, Quantum is planning to launch a new, more compact mid-wheel drive product later this year

provision is correct and aftersales care is exceptional.

“If Quantum isn’t the right chair for a customer needs, do not sell them a Quantum. For me, it is all about the customer’s needs and making sure the right chair is going to the right person.”

Also, the passionate Sales Manager stressed the importance of aftersales care.

“If a customer has a problem, we want to make sure they deal with it in the right way,” he continued.

“We’ve had big companies that sell a lot of powerchairs come and tell us

“We know that this smaller, mid-wheel drive segment is a fantastic market with big growth opportunities” KEVIN ATKINS

THE IDEAL DEALER In its bid to become the major highend powerchair supplier in Europe, the company is continuously building, refining and developing its network of dealers.

Discussing what makes a great dealer, Kevin said: “Dealers that have the same sort of ethics as we do and are focused purely on doing the right thing for the customer. It really is not just about selling the product and making money but making sure the correct assessment is carried out, the

that they want to sell Quantum but we have not let them have our products.

We know that they may sell hundreds a year but the way they sell is not ethical and it will do the brand more harm than good in the long-run.”

In addition, Kevin explained his process for working with dealers that are interested in selling Quantum chairs but require more knowledge on the company’s complex solutions.

“We work hard to try and train dealers who want to offer the best customer service by doing joint

assessments and in-depth training, as well as invest in features like the Interactive Assist and expert staff, like our Seating and Positioning expert, to ensure they can offer the best service possible,” he elaborated.

“We’ll work with dealers continuously to help them reach a point where they feel confident to begin working on their own to sell our products. We usually start off with the lower-end products, help dealers build their confidence and knowledge, then slowly introduce the mid-range and then higher spec ranges.”

CONTINUED EXPANSION With year-on-year growth, an engaged sales team and more innovations inbound, Kevin is confident the company will be able to reach the same level of market share in the UK and Europe as it enjoys across the pond.

“There is still a lot of catching up to do but our CEO knows that and is really putting the effort and backing

to make it a reality. It took eight years for Quantum to become the number one supplier of highend powerchairs in America and our ambition is to do the same in Europe,” finished Kevin.

“It also helps that we are still a privately held company, rather than a consortium or holding company, which means decisions stop with one person, allowing us to act decisively. I love what Quantum is doing and I’m really looking forward to seeing us achieve our ambition.” www.quantumrehab.co.uk

Having gained a foothold in the bariatric market, the company is preparing to launch a more compact option

round-up

MILLIONS OF CHANGING PLACES FUNDING AVAILABLE FOR MOTORWAY SERVICES

I

n a bid to make England’s motorways more accessible, the Department for Transport has partnered with Muscular Dystrophy UK to award funding to motorway service stations to install Changing Places toilets.

Muscular Dystrophy UK will allocate the money from a £2million pot of funding based on detailed proposals by the motorway service operators who will set out how they propose to fulfil the eligibility criteria.

The new funding could prove a significant opportunity for Changing Places suppliers and installers in the industry capable of offering a turnkey solution to motorway service operators.

Proposals will need to include the equipment provided within the Changing Places toilet, the total budget required, as well as the motorway service operator’s broader measures to enhance accessibility, such as disabled parking bays and ramps.

Motorway service operators will be able to apply for the funding for the next two months, with successful applicants announced in September and the new Changing Places facilities in place by 2020.

56 | www.thiis.co.uk

Mobility scooter safety takes to the airwaves

W

ith mobility scooter safety continuing to remain a hot topic in the industry, TGA Mobility and TPG DisableAids, with support from West Mercia police force and Hereford Council, will come together to host a mobility scooter safe driving day, with a live outside broadcast by Like Radio.

Consisting of a specially designed safety course with obstacles that drivers face on a daily basis, endusers will work with specialist advisors to develop their skills, improve manoeuvring and learn about relevant parts of the Highway Code.

As well as a free ice-cream, each person who completes the test track will receive a 'Safe Scoot' certificate, whilst all attendees will also have the chance to view a range of exclusive product offers.

The event will be held on the 22nd May 2019 from 11am to 3pm at TPG DisableAids’ headquarters. www.tgamobility.co.uk www.tpg-disableaids.co.uk

PERMOBIL DEALER NETWORK AND RETAILER’S POWERCHAIR PORTFOLIO GROWS Leeds-based mobility retailer Independence Mobility has boosted its growing powerchair portfolio by introducing Permobil’s range to its offering.

The company will now sell Permobil’s range of powered wheelchairs and power add-on, including high-specification indoor and outdoor models for both adults and children and its SmartDrive solution.

Anthony Mitchell, Managing Director of Independence Mobility, commented: “Our range of powered wheelchairs is now even bigger and better, offering customers an extensive choice from a single supplier.”

Gordon Cunningham, Permobil’s

General Manager for UK and Ireland, said: “Permobil are delighted to have Independence Mobility join our team as one of our flagship dealers in the North West of England.

“Having started our dealer programme in 2018, partnering with dealers like Independence Mobility is key to our growth plans for 2019.”

INTRODUCING 2 NEW INVENTIONS TO OUR MARKET...

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THE BUMPER STOP A bumper fits onto existing bumper, when on impact the scooter stops immediately disabling the scooter from working until it is reset.

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We have all heard and seen accidents where this has happened.

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meet...

MEET… ASHLEY GRIFFITHS, UK SALES DIRECTOR AT QIMOVA What is Qimova?

Qimova is a Danish manufacturer of a range of high-quality modular comfort and posture management wheelchairs.

Whilst the name of Qimova may not be a completely familiar name in the UK, we are a well-established and successful manufacturer in mainland Europe and the Far East, especially in Japan.

How did you become involved with the company?

Over the last 15 years, I have always made sure that I visited Rehacare in Dusseldorf. It’s a huge exhibition and I always previously came away with a new product or idea. It was here that I met Henrik Grauslund, the CEO and engineer/designer of the Qimova range of wheelchairs.

I was blown away with not only the comfort aspect, which is what you notice straight away when sitting in

58 | www.thiis.co.uk

the chair, but the adjustability and functions the wheelchair has as standard.

It is a truly unique product that has everything anyone who requires the use of a wheelchair needs, whether just for a couple hours a day or all-day use.

What does your position involve?

At the beginning, as the UK Sales Director of a relatively small company new to the UK, my priority was raising awareness around our new product.

Rather than just marketing however, I got out and about, providing in-depth presentations.

I’m a firm believer that even as the UK Sales Director you have to have a complete understanding of the whole business and to do this, you have to immerse yourself in everything. I would never ask any of our employees to do anything I wouldn’t do myself.

What has the response been since launching in the UK? Collectively, we agreed to initially start with the NHS and predominately Wheelchair Services as we have a unique range of high build quality wheelchairs from paediatric to bariatric and simple comfort through to high-end posture management.

We have received a fantastic response from all professionals within the NHS from occupational/ physio therapists for the seating and functions of the chairs which are standard, to the build quality and bespoke options from rehab engineers.

What is your background in the mobility sector?

Having first got involved in the industry purely by accident after responding to an advert in my local paper for a sales position working for a dealer selling scooters and basic wheelchairs, I

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When I first started, I had two weeks sales/product training and was then sent out on the road with instructions of what products I should sell that would benefit the company.

After two weeks, I hadn’t sold a thing and felt there was too much pressure involved so thought this is not for me Not one for failure, I decided to give it two more weeks but changed my approach; instead of telling potential customers what they should have, I started to ask lots of questions - what mobility conditions and issues they had and how they wanted to better increase their independence and lifestyle.

I would spend more than an hour getting to know and understand them and subsequently, my sales conversion rate went from 0 percent to 95 percent. More importantly, I gained huge personal satisfaction from helping people and would even get thank you cards!!

A win-win situation and an important lesson within this industry and one that still gives me huge job satisfaction today.

What is your proudest moment professionally?

I suppose my highest achievement to date, apart from my love affair with Qimova, was when I was made redundant. It makes you think a lot about your situation and what you want from life.

Following a chance meeting with a company importing and selling gardening equipment from the Far East and knowing the potential of the mobility market, I decided to take a huge gamble and visit China in search of potential new products and partnerships.

It was a fascinating experience and one I will never forget.

Over a 12-month period, I gained so much knowledge in regards to new products, production, manufacturing, design, negotiation and running a business with my own money.

I came away with a small range of 10 products I believed to be of high quality and exceptionally good value

60 | www.thiis.co.uk

for money. Following nine months of knocking on doors and being turned away, Argos finally said that they may be interested and gave me two days to put a complete presentation together on the industry as a whole and a small range of five products that I had to present at their HQ to the head buyers.

A daunting challenge but one I rose to and against the odds, as well as against 10 other companies competing with completely different products, it was decided to give a quarter page in the Extra catalogue over to mobility.

It was a huge success. In the first week’s trading, Argos had sold their six months estimate. Over 18 months, the product range went from five to 30 and from 20 stores to 480, completely transforming and expanding the industry.

Why should mobility dealers in the UK consider selling Qimova?

My son would refer to it as a “no brainer”. Whatever industry you are in, whether it is the automotive, travel, hospitality, or health, we all want a product that both sells itself and exceeds our customers’ requirements.

We genuinely believe that at Qimova we have designed and manufactured a range of high build quality wheelchairs that offers this and more for the mobility and healthcare industry.

We are looking for a limited number of partners around the UK who we can support and work closely with to join our current family of partners/ dealers.

Qimova offers complete and total support to our partners in promoting and growing the awareness of our range from exclusive territory and marketing to presentations and joint assessments to loan stock.

“No we can’t do that!” is not in our vocabulary when it comes to meeting customers’ needs and we have a team of three engineers that will make any bespoke adjustment or accessory to make the chair as unique as the client is.

As a business, we all need to make money to not only survive but

invest and grow. If you can do this by supplying someone with a product that vastly improves their health and lifestyle and see a smile on their face, you can’t ask for more than that, both professionally and personally!

What are your interests outside of work?

I love the outdoors so fishing, travelling, as well as working on our new one quarter acre allotment which can only be described as a wilderness at the moment which is definitely an enjoyable work in progress! Also, food and real ale tasting.

If you had to do any other job in the world, what would it be I think it would have to be a farmer due to my love of the beauty, peace and quiet of the countryside, together with animals. I was definitely a fan of the Good Life which is showing my age! www.qimova.com

Quick-fire questions!

Describe yourself in three words: Hardworking, positive & compassionate

What’s your favourite song?

The Sound of silence – The Disturbed What was the last movie you watched?

Bohemian Rhapsody (Queen)… best film ever!

If you could have a superpower, what would it be?

To see in to the future of course…

Favourite place in the world?

I have lots of places due to travelling but my favourite, either after a holiday or hard day at work, must be home.

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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…

62 | www.thiis.co.uk

Alastair Gibbs, Managing Director of TPG DisableAids

Michelle Mossford, Senior Marketing Manager of Ableworld

Pick of the month: Stairsteady

“

For my pick of the month this time, I am looking at a product in which you can add value and secure a longterm customer.

“Often, we come across potential clients that are unsteady on their feet but not incapable of moving around their own home as long as they have support in the correct place to make it safe.

There is a very popular school of thought that suggests that a small amount of safe exercise actually helps preserve independence for far longer.

The “use it or lose it” syndrome.

“For that reason, we are retailers of the Stairsteady.

“If someone makes use of a rollator or walking frame indoors to keep them mobile, then it may well be that the Stairsteady on the stairs is sufficient help to keep them safe.

“It is a device that replaces the normal handrail with a strong steel square section rail, on this rail a handle can glide up and down until some pressure is applied to it. It then locks onto the rail to provide the support required.

“For some, this is all the help they need to stay safe on the stairs. For others, they may progress at a later date to become a stairlift customer.

“If this should happen, they will clearly come back to you first for the upgrade so you secure your customer for the long term.

“If the thought of fitting the Stairsteady is a little daunting - it can easily be completed by a competent handyman – then there is actually a national fitting service provided which can do the installation for you. There is also a growing network of installing dealers that could help out.

”

www.stairsteady.net www.tpg-disableaids.co.uk

PICK OF THE MONTH: DERBY TAP TURNER FROM GORDON ELLIS & CO.

“

Many standard household taps can be difficult to turn, especially for those with poor grip or arthritis.

The Derby Tap Turners are an economical alternative to replacing taps and can solve the problem, by providing a large textured handle which is easy to push, starting the flow of water.

“Colour coded in red and blue enabling those with impaired eyesight to quickly identify the correct tap, they can be used on different type taps, with no tools required.

“The screw-in handle grips the tap with a soft non-slip lining on the inside, providing the extra leverage needed to turn them with ease.

”

www.ableworld.co.uk

www.thiis.co.uk | 63

pick of the month

Darren Macey, Business Development Manager for Lifestyle & Mobility

Pick of the month: Edge 3 from Quantum Rehab

“

Over the years, we have seen a massive development within the powerchair market - you only have to look at Steven Hawkins first powerchair to see that.

“We have to selected the Quantum Edge 3 to be the product of the

month. We love how Quantum Rehab have really thought about not only functionality of the chair but have really focused on people’s lifestyle choices.

This is so clear in the design it comes with LED fender lights, a USB charger and 14 colour options as standard.

“Quantum were also the innovators in R&D to develop the first 12-inch seat raiser that can go 4.5mph known as iLevel. This is a concept that we always like to promote, as it helps gives so many customers more independence and a much better life experience in social situations.

“We often hear from our customers, if they are out with an able-bodied person, they will always get ignored as if they someone that can’t be talked too. Once they buy into iLevel, this is massively reduced as they can have face-to-face conversation with people and gain much more confidence.

“The Quantum Edge 3 also comes with SRS (smooth ride suspension) and innovative seat cushion with Coolcore technology and enhanced foam immersion.

This is so comfy! Try it, I’m sure you will be sold.

“When we promote products it’s all about lifestyle first, then mobility and this product ticks both boxes.

”

www. lifestyleandmobility. co.uk

64 | www.thiis.co.uk

Karen Sheppard, Managing Director of People First Mobility

PICK OF THE MONTH: WOODEN LAP TRAY WITH CUSHION

“

A wonderful idea for the showroom for the month of May is the wooden lap tray with cushion.

“This one has a beautiful design on the tray, making it attractive and functional.

Customers can use it for breakfast in bed, reading writing or crafts.

“Ideal for use in the garden on the warmer days to rest on laps with the integrated cushion in an attractive tartan fabric, the tray rests comfortably on customers’ legs while they lie or sit.

“The top is laminated for easy cleaning and it has built-in handles to make carrying and positioning the lap tray easy, while the rim around the edge protects from things sliding off if using it for crafts.

“It is lightweight yet practical and sturdy. www.peoplefirstmobility.co.uk

”

diary dates May 15-16, 2019 Med-Tech Innovation Expo 2019 – NEC, Birmingham www.med-techexpo.com May 16, 2019 Kidz to Adultz South – Farnborough International Centre www.kidzexhibitions.co.uk June 12, 2019 Hallmark Hotel, Cambridge - OTAC (Occupational Therapy Adaptations Conference) www.otac.org.uk or 02921 900402 June 17-18, 2019 COT Annual Conference – ICC Birmingham www.cotannualconference.org.uk June 26 - 27, 2019 Health+Care – Excel London www.healthpluscare.co.uk July 4, 2019 Kidz to Adultz Wales & West – Bristol www.kidzexhibitions.co.uk July 10, 2019 Hilton Hotel, Reading - OTAC (Occupational Therapy Adaptations Conference) www.otac.org.uk or 02921 900402 July 15 - 17, 2019 Posture & Mobility Group Conference - Telford International Centre, Shropshire www.pmguk.co.uk July 14, 2019 28th Disability Awareness Day - Walton Hall and Gardens in Warrington www.disabilityawarenessday.org.uk August 7 – 8, 2019 DLF Moving & Handling People - De Vere Beaumont Estate, Windsor SL4 2JJ www.training. dlf.org.uk/moving-and-handling-people-south-2019 September 11, 2019 Hilton Hotel, Southampton – OTAC (Occupational Therapy Adaptations Conference) 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 (Occupational Therapy Adaptations Conference) www.otac.org.uk or 02921 900402 November 6, 2019 Mercure Maidstone - Great Danes Hotel, Kent - OTAC (Occupational Therapy Adaptations Conference) www.otac.org.uk or 02921 900402 December 4, 2019 Llechwen Hall, Cardiff - OTAC (Occupational Therapy Adaptations Conference)

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.

APRIL Simple Stuff Works Associates - Special Seating a Masterclass w/ Sharon Sutherland – 4th April – Tamworth - £285 + £79.82 VAT

May – Bournemouth – FOC

Electric Mobility – Engineer training for Electric Mobility retailers – 10th April - Ilminster, Somerset – FOC (only available for Electric Mobility retailers)

Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course - 29th & 30th May – Liss, Hampshire – FOC (for NHS staff members)

Jiraffe - Training for Life: One Day Technical Users Course – 30th April – Sheffield - £100 + VAT MAY Jiraffe - Jiraffe Equipment, Information and Training Session - 1st May -Scotland, Motherwell – FOC Disabled Living Foundation Trusted Assessor: Assessing and Adapting the Home Level 4 - Wandsworth, London – 1st & 2nd May - £420 Jiraffe - Jiraffe Equipment, Information and Training Session – 2nd May -Scotland, Motherwell – FOC Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course - 8th & 9th May – Market Harborough, Leicestershire – FOC (for NHS staff members) Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course – 14th & 15th May – County Durham – FOC (for NHS staff members) Direct Healthcare Group – Seating Awareness Day – 21st

Disabled Living Foundation Trusted Assessor: Assessing and Adapting the Home Level 4 - Warwick – 20th & 21st May - £420

JUNE Disabled Living Foundation Trusted Assessor: Assessing and Adapting the Home Level 4 – Wandsworth, London – 5th & 6st June - £420 Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course – 11th & 12th June – Liss, Hampshire – FOC (for NHS staff members) Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course - 11th & 12th June – Market Harborough, Leicestershire – FOC (for NHS staff members) Electric Mobility – Engineer training for Electric Mobility retailers – 12th June - Ilminster, Somerset – FOC (only available for Electric Mobility retailers) JULY Benmor Medical - Management of the Plus Size (Bariatric) Patient CPD Certified Course – 9th & 10th July – County Durham – FOC (for NHS staff members)

Contacts for bookings

www.otac.org.uk or 02921 900402

Electric Mobility – Call Rebecca Bateson on 01460 258158 or email rebecca.bateson@electricmobility.co.uk

January 27–30, 2020 Arab Health - Dubai World Trade

Jiraffe – call +44 (0)114 285 3376 or email marketing@jiraffe.org.uk

Centre www.arabhealthonline.com

Simple Stuff Works - Contact Simone McCarthy at Trainingadmin@simplestuffworks.co.uk or call 01827 307870

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

66 | www.thiis.co.uk

Direct Healthcare Group - marketing@directhealthcaregroup.com or call +44 (0) 800 043 0881 Disabled Living Foundation - training@dlf.org.uk or call 020 7432 8010 Benmor Medical - katie.rowsell@benmormedical.co.uk - Katie Rowsell – 0333 800 9000

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recruitment Assistive Technology Specialist North West Assistive Technology, a division of BES Healthcare Ltd, specialises in providing assistive technology and products sourced from around the world, and market-leading services, to improve the health of individuals across the UK, directly or indirectly.

We are looking for an Assistive Technology Specialist to join our team in the North West of England. The division’s customer base is focussed upon the professionals and services which assess and/or prescribe equipment for individuals with disabilities.

The day to day work revolves around working with our customers to find solutions to their problems through working with and supporting clinicians (primarily occupational and physiotherapists). You will perform assessments and fittings and undertake Consignment checks on a regular basis, alongside training and demonstration activities.

You will work in collaboration with our BDMs whose role it is to work at the senior levels of our customers’ organisations ensuring we are their first choice wherever appropriate.

Skills and Experience It is desirable that candidates have a good understanding of human anatomy and have experience of working with clinicians within the NHS, however we’re interested, equally, in hearing from candidates who are driven and are quick learners with transferable skills from another background.

Full time • £23,000-£25,000 per annum depending on experience environment, staying away overnight on occasion. Applicants must hold a full driving licence.

We are looking for someone with: • Exceptional organisational skills • Good self-discipline • Good presentation skills • Self-motivation • Good communication skills • A desire to achieve Benefits and Bonus • Competitive Salary • Pension Scheme • Bonus Scheme • Private Medical Plan Membership • 23 Days Holiday + Bank Holidays • We will provide you with a company vehicle, phone, and laptop so you can carry out your role effectively.

To apply, please send your CV, and a covering letter telling us why you are an ideal candidate and what you feel you will bring to the role, to Nikki at nth@beshealthcare.net If you have any questions, please do send an email.

The Role with Van Os Medical UK Due to continued growth and the launch of new products, we are looking for a talented sales professional with extensive sales experience to develop our brand and growth in the UK. The role will be National Account Manager.

The Location The successful candidate will cover the United Kingdom.

The Job  To communicate with customers.



To assist the company in growing

68 | www.thiis.co.uk

Knowledge and skills required: • Good customer service skills • IT Literacy • Team player • Clear and detailed communication • Time Management • Strong Engineering/Servicing Background • Attention to detail • High quality standards and workmanship • Knowledge and experience in plumbing • Multi-skilled with basic electrical knowledge • Experience in ceiling hoist systems highly desirable • Must have full clean driving license You will be provided with a company credit card, fuel card, mobile phone and tablet. All workwear and tools to support your job are provided. DBS checks carried out if candidate does not have a certificate.

Location: Candidate ideally to be based in South Yorkshire *Please note, this role will require night outs and some overtime. The candidate will be required to work all over the UK. Please email CV and covering letter to rosie.harrison@kingkraft.co.uk

kingkraft.co.uk

National Account Manager

The company is dedicated to improving the lives of the elderly and disabled within our societies all around the globe, we strive to focus on innovative and iconic designs that enter the market at affordable price points. We never substitute quality for quantity.

Kingkraft is looking for a enthusiastic candidate to join the team in the engineering department.

Reporting directly to the Operations Manager, the Service Engineer is responsible for providing a professional service, installation, breakdown and maintenance service to clients throughout the UK. This will involve carrying out pre installation visits and conducting delivery, installations, commissioning, breakdown and service calls on Kingkraft’s specialist equipment.

Main duties: • Carry out pre installation visits in line with Engineering Programme • Carry out deliveries, installation and commissioning for Kingkraft equipment • Complete (fully or partial) bathroom adaptation projects • Provide telephone support on matters surrounding installation, maintenance an product knowledge • Liaise with office surrounding any issues with customer orders and that any recalls required are communicated and arranged appropriately.

• Complete relevant paperwork and update information on portal • Assist with exhibitions and demonstrations where applicable

Head office: 26C Orgreave Crescent, Dore House Industrial Estate, Sheffield, S13 9NQ

Candidates need to be computer-literate, must be willing to work in a field-based

Van Os Medical is one of Europe’s leading innovators in the mobility and healthcare sector. From our Headquarters and home country The Netherlands we have rapidly grown to cover territories including Germany, Republic of Ireland, UK, The Middle East, China and Australia.

Service Engineer

the brand of Van Os Medical (Excel Mobility) in the UK.



To build and maintain sales within the territory, this will be achieved against set monthly targets.

The Skills we require A knowledge of account management and the ability to deal with purchasers.

 

An ability to be self-motivated to achieve targets set by the company, to do so in a methodical fashion and following the company’s principles.

The Package we offer The Role will be rewarded with a base salary and bonus scheme, Bupa Select Plus Healthcare Plan plus dental care, 5% company invested pension contribution, as well as 20 days + 8 bank holidays.

Please apply by submitting a covering letter with CV to scott. crabtree@vanosmedical.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

Join us at our new

Harlow flagship store!

Mobility Service Engineer/ Product Assessor Basic £18k - £25k depending on experience plus commission We are looking for someone with experience in the mobility industry, but not essential, they must have a good technical or mechanical background in the mobility industry to ensure our new customers get the top level of customer aftersales service we expect. They will be predominantly working form the Harlow site, but may be asked to support other sites if necessary.

The Harlow Store will be our Next Flagship, biggest and brightest Store yet. This will be located on the high street set over a space of 7,500 sq ft. You will need to support the showroom manager, and be part of, a customer-focused team on the road, ensuring delivery of sales targets and KPI’s whilst ensuring our exceptional company service standards are maintained. You will also have support from an experience and dynamic team.

JOB DESCRIPTION: • Maximising profitability, meeting sales targets.

• Going out on mobility assessment and deliveries.

• Service and repair mobility products.

• Demonstrate products and services to existing and potential customers.

• Assist customers in selecting the best products to suit their needs.

• Answering service-related calls.

• Supporting showroom from time to time REQUIREMENTS: • Ideally have an engineer back ground or done a similar job before.

• Good customer service skills • Good interpersonal skills – day to day interaction with customers from all ages and all walks of life • Ability to organise own time and multitask • Good telephone manner • Polite • Flexible • Be driven to succeed • Strong team player • Full Driving Licence

Mobility Showroom Assistance

Mobility Showroom Manager

OTE £25-£30k

£30k Basic – OTE £45k – £55k

We are looking for someone with a strong sales or a retail background, and ideally but not essential, experience in the mobility industry to help make our new showroom in Harlow a success and support the showroom manager and build upon the Lifestyle and Mobility Brand.

The Harlow Store will be our Next Flagship, biggest and brightest Store yet. This will be located on the high street set over a space of 7,500 sq ft. You will need to support the showroom manager, and be part of, a customer-focused team, ensuring delivery of sales targets and KPI’s whilst ensuring our exceptional company service standards are maintained. You will also have support from an experience and dynamic team.

JOB DESCRIPTION: • Maximising profitability, meeting sales targets.

• Going out on mobility assessment and deliveries.

• Promote, sell and secure orders from existing and prospective customers through a relationshipbased approach.

• Demonstrate products and services to existing and potential customers.

• Assist customers in selecting the best products to suit their needs.

• Answering showroom calls.

• Keeping the showroom to the correct standards, including general housekeeping.

REQUIREMENTS: • Ideally have a sales background • Good customer service skills • Good interpersonal skills – day to day interaction with customers from all ages and all walks of life • Ability to organise own time and multitask • Good telephone manner • Computer literate • Polite • Flexible • Be driven to succeed • Strong team player • Excellent verbal and written skills

We are looking for someone with a strong managerial retail background, and ideally, experience in the mobility industry or a rep that has experience with powered wheelchairs/Active User Wheelchair to make our new showroom in Harlow a success and build upon the Lifestyle and Mobility Brand.

The Harlow Store will be our Next Flagship, biggest and brightest Store yet. This will be located on the high street set over a space of 7,500 sq ft. You will be responsible for, and be part of, a customerfocused team, ensuring delivery of sales targets and KPI’s whilst ensuring our exceptional company service standards are maintained. You will also have support from an experience and dynamic team.

JOB DESCRIPTION: • Maximising profitability and setting/meeting sales targets, including motivating staff to do so • Managing showroom stocks, layouts, pricing, and promotions.

• Going out on mobility assessment and deliveries.

• Ensuring staff have the product knowledge to sell effectively and enhancing this knowledge as required through effective communication and training.

• Planning day to day operations and reviewing results.

• Obtaining, interpreting and acting upon sales information.

• Training, coaching and appraising staff.

• Promoting the business by liaising and engaging with relevant local bodies SKILLS: • Leadership • Sales driven • Commercial awareness • Confidence, drive and enthusiasm • Good numeracy and IT • Initiative • Eye for detail • Good verbal and written communication skills • Customer focused • Staff Training

Please forward a CV to darren@lifestyleandmobility.co.uk

lifestyleandmobility.co.uk

www.thiis.co.uk | 69

trusted recruiter

Product Assessor/ Service Engineer

the London area and be responsible for carrying out products assessments alongside Therapists. Product portfolio include Seating, standing, sleeping and sensory aids mainly to the paediatric market.

South West London – Competitive salary

Ideally you will have experience of offering seating and postural aids in a similar role or have worked with these types of products as a therapist or within the NHS. Other relative healthcare related backgrounds will also be considered.

Our client is a London-based mobility supplier. They offer a range of powerchairs and mobility scooters throughout the South East of England, including on the Motability scheme.

Having been established for 10 years and become a market leader in the industry, an opportunity has arisen for the right person.

They are looking to take on a Mobility Service Engineer / Product Assessor to handle the supply and repair of mobility equipment. You will drive a company van, carrying out deliveries, collections, services and repairs, as well as demonstrations and assessments of basic mobility products for the Motability scheme.

Customer service is crucial to our client, and it is therefore key that you are patient, have exemplary customer service skills and are capable of inspiring confidence in those that use our service.

The ideal candidate will have experience of working with mobility scooters or powered wheelchairs, for example from a role within Wheelchair Services or from a dealer or manufacturer. You must be comfortable with dealing with customers, as you will be the face of the business. The ideal candidate has a full clean driving licence, and is local to South West London.

You will also be required to submit information for a DBS check.

A competitive salary, pension, 20 days holiday plus bank holidays.

Confidentially send a copy of your CV to Antony@ trustedrecruiter.co.uk Including job reference 501 to discuss further.

Product Advisor Greater London – £30k-£36k OTE (£42k-£48k) Our client is a manufacturer and supplier of seating and postural products throughout the UK. Having grown from a family run business set up to a medium to large sized business with over 30 years in existence.

The opportunity has arisen for a Product Advisor to promote their range of seating and postural products to the community, Schools, Care groups, Hospitals and local Authorities. You will be managing their portfolio of products in

Base Salary being offered is between £30k- £36k- OTE (£42k-£48k) Van, phone, laptop, healthcare, pension.

Confidentially send a copy of your CV to Antony@ trustedrecruiter.co.uk Including job reference 499 to discuss further.

UK Product Manager Midlands – £35k negotiable + commission structure Specialising in the design, manufacture and distribution of Mobility aids, power wheelchairs, seating and manual wheelchairs. Our client has a global presence with well over 50 years in the business.

The job A unique opportunity has a risen for someone based in the midlands to join as part of their Manual wheelchair team.

Managing their Manual wheelchair portfolio of products, including product launches, lifestyle of existing products, identifying growth opportunities, recommending pricing strategies, and supporting the UK sales team. You will be based in the West Midlands majority of the time and then spend on average two days on the field meeting with clients and the sales team.

The candidate The ideal candidate will have good knowledge of Manual wheelchairs, come from a strong background of having sold Manual wheelchairs to the NHS wheelchair services or CES or loan stores: or have a proven track record of having sold manual wheelchairs.

The package Salary of £35k negotiable, depending on experience, plus commission structure, company van, pension, life insurance, 25 days holiday plus bank holidays.

To apply Confidentially send a copy of your CV to Antony@ trustedrecruiter.co.uk Including job reference 497 to discuss further.

0333 0144 014 www.trustedrecruiter.co.uk 70 | www.thiis.co.uk

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