THIIS October 2020

THIIS TRADE MAGAZINE • ISSUE 265 • OCTOBER 2020

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Blossoming retailer ISSUE 265 OCTOBER 2020

DFG alternatives

TRADE MAGAZINE

The value of adding value

Powering through the pandemic A panel of powerchair providers report on the post-lockdown recovery and ponder what the final quarter of the year has in store

Providing news and views in the trade since 1999

IT’S BUSINESS AS USUAL FOR STILTZ HOMELIFTS We appreciate it’s been a challenging time on the high street and in retail parks around the country and we’re here to help!

Stiltz has remained open throughout the lockdown to support vulnerable customers with urgent surveys and installations. This means we’re ideally placed to help kick-start your return to trading with our referral programme. We have stock in the warehouse ready for installation.

Whether you’re an existing referrer preparing to re-open your store, or you’re not yet part of the Stiltz Partner Programme - there’s no better time to get involved!

Email enquiries@stiltz.co.uk to learn how to lift your business to the next level with an exciting partner opportunity. Or call 0330 222 0334 today!

WELCOME

From the editor

Meet the THIIS team...

Don’t miss out on government support this winter Unfortunately, the end of September has seen a resurgence of coronavirus cases across the UK. As a result, new national, regional and local lockdown restrictions have come back into effect, causing more disruption for businesses.

It comes as the mobility sector enters the traditionally quieter winter period, compounding the challenges facing retailers this year.

As new restrictions come into force, it will be essential for business leaders to be aware of the different government support schemes available to help companies’ weather the colder trading environment.

Scrapping his autumn spending review, Chancellor Rishi Sunak instead unveiled several initiatives designed to support businesses in September. Most notably was the confirmation of a Job Support Scheme to replace the furlough scheme – how much this measure will help to stave of redundancies has been hotly debated, though.

Other measures include an extension to a ban on retail premises evictions, £1500 for retail outlets forced to close due to local lockdowns, extended VAT deferral payments, as well as a new Pay as You Grow flexible repayment system for those that took out bounce back loans.

New government interventions will very likely be announced as we move towards the end of the year, however, for busy business leaders, staying abreast of all the developments can be impossible.

To help ensure all business leaders are aware of the different packages of support available, the THIIS team will double its efforts to

cover all the relevant government announcements. Not only will we cover the announcements, but also those all-important details so readers are able to take advantage of any support on offer.

While it is impossible to tell what the next three months has in store for retailers and suppliers in the sector, it is clear that a strong 2021 will be imperative for the sector.

To help, our first British Healthcare Trades Show – taking place in Leeds on 3 February 2021 – will be completely geared to making sure retailers and suppliers can connect and work together to make next year a success.

Having only announced it last month, numerous suppliers have already thrown their support behind the event, with many intending to use it as a launchpad for the new products that may prove to be 2021’s retail bestsellers for mobility dealers.

The show will also include an educational programme dedicated to helping businesses maximise their digital proposition, with valuable advice ranging from CRMs and e-commerce to digital advertising and marketing. We’ll have full details on all exhibitors and seminars in our November issue!

One day in February may be all it takes to transform your business so don’t miss out on your chance to attend and register for a day pass at www.bhts2021.eventbrite.co.uk We look forward to seeing you there!

Calvin Barnett Editor

Editor Calvin Barnett 07741 641702 calvin@thiis.co.uk

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

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

Stay up to date... @wwwthiiscouk facebook.com/THIIS.Magazine linkedin.com/company/ thiis-magazine

TRADE MAGAZINE

THIIS is produced by BHTA Engage Office 404, Tower Bridge Business centre, 46-48 E Smithfield, Whitechapel, London E1W 1AW newsroom@thiis.co.uk BHTA Engage Ltd. All rights reserved. No part of this publication may be reproduced or used in any way without the written permission of the publisher. The views expressed in this publication are not necessarily those of the publisher and although every effort has been made to ensure that the information is accurate, the publishers take no responsibility for errors or omissions.

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CONTENTS

Inside...

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TRADE MAGAZINE

Features

Regulars

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06 12

38 46

DFGs: Different options?

Powerchair providers and the pandemic Snowdrop blooms Trade talk with Mobility Scotland

24 50 54

News, deals and people Retailer’s choice: Daily living aids Trade thoughts Let’s get it clear Retailers’ Buyers Guide: ADLs

12

46

38 4 / www.thiis.co.uk

54

20

24

FLOW X The Next Generation

www.accessbdd.com/flowX Designed for seamless movement, the Flow X provides outstanding levels of comfort, confidence and craftsmanship.

NEWS, DEALS & PEOPLE Register for you and your team’s free tickets to attend the industry’s official trade-only event at www.britishhealthcaretradeshow.co.uk

The trade gets behind BHTS! Leading suppliers in the mobility and access sector have thrown their support behind the British Healthcare Trade Show (BHTS).

Just one month on since the announcement of a new industry show made exclusively for the mobility trade, almost all stands have been taken by companies keen to engage and support retailers and installers.

Taking place at the Weetwood Hall Estate & Conference Centre in

Leeds on 3 February 2021, the event will help the sector prepare for next year’s important spring/summer trading season.

Retailers from across Yorkshire & The Humber, the North East, the North West and further afield will have an opportunity to see the latest and greatest products of the year first. Dealers and installers will also have the chance to network and talk business with suppliers in a relaxed, professional setting, with

attendance restricted exclusively to those in the trade.

Discover more about the BHTS exhibitors in a special feature coming in our November issue.

The event is free for members of the trade to attend, however, tickets are limited.

To book your free ticket and avoid missing out, visit britishhealthcaretradeshow.co.uk

Job Support Scheme to replace furlough scheme From 1 November, a new Job Support Scheme will replace the furlough scheme, aiming to support what the government describes as ‘viable’ jobs.

The programme will encourage employers to bring employees back to work by contributing to the wages of those working fewer hours as a result of coronavirus reducing demand.

Under the new scheme,

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companies will pay employees for the hours they work. For any usual hours not worked, however, an employee’s wages will be topped up via a three-way split.

The government will contribute a third, the employer will contribute a third and the employee will sacrifice a third.

To be eligible, employees must work at least 33 per cent of their usual hours.

The level of government grant will be calculated based on an employee’s usual salary and will be capped at £697.92 per month.

The government grant will also not cover Class 1 employers NICs or pension contributions – these contributions will, however, remain payable by the employer.

The new scheme is set to last up until the end of April.

Don’t miss out on becoming an Apex Partner!

We are offering you the opportunity to become an Apex Partner. Aimed specifically at the mobility sector, we hope you can come on board and join us!

This is a perfect way to work with us hand-in-hand, expanding your product portfolio with our unique community product range; promoting independence, dignity and ease.

So what is the Apex Partner Programme?

As an Apex Partner you can either be a Stockist or Non-Stockist, meaning Apex will stand beside you, aiding with tele-support, product support, marketing materials, and both technical and sales training. As a stockist you will be able to demonstrate and sell the product from your own premises whilst as a non-stockist you will benefit from the referral scheme approach!

For more information on how to become an Apex Partner, please contact us where we will be happy to help.

Email: Enquiry@apexmedicalcorp.co.uk or call us on: 01905 774695 www.apexmedicalcorp.com

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ApexMedicalUK

NEWS, DEALS & PEOPLE

Powerful predictions Two independent market research reports have suggested strong and sustained growth is on the horizon for the global mobility devices market.

A mobility scooter market research report, conducted by Trusted Business Insights, forecast the market to reach £1.64bn by 2026. For wheelchairs, a study by Transparency Market Research estimated the global market could be worth £4.7bn by the same period.

A common growth factor picked out by both reports was the prospect of rapid rising demand from the Asia Pacific, particularly in regards to powered wheelchairs.

The largest and most developed markets reside in the West, with the biggest market being North

America, followed by Europe and, for mobility scooters in particular, the UK. In the scooter segment, the report predicted more suppliers will enter the market in the coming years, driving overall market growth and innovation.

The wheelchair report highlighted a similar trend towards innovation as suppliers search for ways to enhance user experience. The potential opportunity of integrating smart technology into wheelchairs was singled out by the report.

“Manufacturers offering smart wheelchairs that can be operated autonomously or collaboratively with the caregivers are seeing higher scope [for growth],” emphasised the research.

In Sync with LEVO Sync Living will now exclusively distribute the LEVO brand of standing wheelchairs in Northern Ireland and the Republic of Ireland.

Based in Wohlen, Switzerland, LEVO boasts the widest range of standing wheelchairs in the mobility market. The deal will now see the extensive range available from Sync Living, including the Swiss manufacturer’s manual propulsion LAE, LCEV and Summit EL models, along with its powered propulsion Combi and C3 chairs.

Blue Badge parking predicaments New data has revealed the number of Blue Badges in circulation has dramatically increased but the number of council-owned disabled parking spaces available has lagged behind.

A Freedom of Information request and analysis carried out by Confused.com found that there are approximately 55,000 local authoritycontrolled disabled parking spaces in the UK, while there are more than two million Blue Badge holders – averaging 38 badges per space.

According to Confused.com’s findings, more than 35,000 badges have been issued under the new ‘hidden disability’ criteria, which enables people with less visible disabilities, such as dementia or

8 / www.thiis.co.uk

anxiety, to apply.

On the other hand, councils have only installed 1,825 new disabled parking spaces in the last 12 months.

The region with the highest proportion of Blue Badge holders per bay was Yorkshire & the Humber with 129 badges to every one space.

Scotland had the lowest with 12 Blue Badges per one council-owned disabled parking space.

Denwick lands ready for autumn/winter With the colder months approaching, Electric Mobility has launched the Denwick, a new CosiChar model to help dealers meet seasonal riser recliners demand.

Designed and manufactured in the UK, the Denwick is a new tiltin-space single-motor riser recliner created to stand out in dealers’ showrooms and fit in with users’ living rooms.

The Denwick features a tilt-inspace mechanism designed to increase stability, reduce sheer/ friction and provide users with an ideal neutral sitting position.

Additionally, the company says it offers the necessary level of back support for users whose legs need to be elevated above the hips.

Boasting a five-year guarantee, the riser recliner includes an easyto-use three-button handset and comes available with a Waterall Back option in response to dealer demand.

A newly-created set of key marketing materials are also available to help dealers promote the new model and its various colourways – VN Dove Grey, VN Slate Grey, VN Cocoa, and VN Oatmeal.

To order a Denwick single-motor riser recliner, contact the Electric Mobility Customer Service Team on 01460 258120 or email sales@ electricmobility.co.uk to request a free marketing pack with the first order.

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NEWS, DEALS & PEOPLE

Ontex Healthcare relaunches incontinence pants range Ontex Healthcare has relaunched its iD incontinence pants collection, with the new line including triple skin protection through fast absorption and 100 per cent breathability.

The pants contain superabsorbent particles which feature an antiodour system and the improved top sheet boasts a mix of soothing camomile, Vitamin E with

antioxidant properties, as well as zinc oxide.

The range comprises of Normal, Plus, Super and Maxi absorbencies.

Highlighting the effectiveness of the Maxi absorption range, which are designed for overnight dryness, the company states performance tests reveal the pants can be used for up to 10 hours without any leakages or feelings of wetness.

Another exclusive distribution deal for Recare Recare has added another product range to its growing list of exclusive distribution deals, having signed a new agreement with Canadianbased Motion Composites.

First entering the wheelchair market in 2008 with its lightweight HELIO C1 carbon fibre model, Motion Composites manufactures a family of highperformance manual wheelchairs.

James Holland-Oakes, Commercial Director of Recare, commented: “Again, this will be another instinctive bolt-on to Recare’s plans for growth through 2020-2021. There is a recognisable gap in the UK market for this type of product that is not fulfilled by other manufactures current product offerings.

“Recare recognises this will be a great product to offer a variety of audiences including private clients, NHS, Personal Wheelchair Budgets (PWBs) and case managers alike.”

The addition builds on Recare’s recent agreements signed with Supracor, Klaxon, Benoit Systemes and PDG Mobility.

For trade, retail, NHS, and enquiries relating to Motion Composites, companies can contact James Holland-Oakes at james@recare.co.uk or call 01993 880200

10 / www.thiis.co.uk

TPG DisableAids unveils new patient handling training academy TPG DisableAids, in partnership with Britton Price Training, has launched its new ‘TPG Training Academy.’

The collaboration will offer care providers the opportunity to have staff complete a OFQUAL regulated and ROSPA accredited ‘Train the Trainer’ qualification in patient handling.

The Herefordshire retailer emphasised that the ‘train the trainer’ concept will facilitate care and nursing staff to become fully qualified, enabling them to cascade the training internally to reduce training costs.

Carried out at TPG’s dedicated training room at its Hereford premises, those that complete the two-day course will also receive access to an online training portal with a range of digital resources.

Care providers also have the option to issue Level 2 qualifications to all staff who are then trained internally, added TPG.

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RETAILERS’ CHOICE

Aids for daily living solutions 12 / www.thiis.co.uk

Wondering which aids for daily living solutions are grabbing mobility companies’ attention?

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RETAILERS’ CHOICE

Alastair Gibbs Managing Director of TPG DisableAids

Retailer’s Choice: Reachers & Grabbers from The Helping Hand Company “Aids for Daily Living is an incredibly wide-ranging term that covers many aspects of the daily difficulties encountered by those with mobility problems and the less-able. Crucially, the common theme is a product that solves those difficulties to a greater or lesser extent and provides a degree of ‘normality’ to the person using the item.

“Further to the level of assistance given is the consideration of quality and durability. Many ablebodied people can tolerate product failures and just get up and walk away or do something different. That is not the case for those with limited mobility.

“So for our product of choice in this category, we would highly recommend the range of reachers and grabbers from The Helping Hand Company.

“They have proven themselves over many years to be extremely durable and often innovative in their design.

They can be an absolute lifesaver and companion to many people with limited abilities to reach and bend and, therefore, be largely independent.

“These designs are often imitated and regularly undercut. But very few ever match the value offered.” www.tpg-disableaids.co.uk

Retailer’s Choice: Fortuna Bath Brush from Fortuna Mobility “I find the quality of long-handled bathing aids in the market can vary and they are also often somewhat overpriced.

“We’re constantly being asked for brushes by people visiting our showroom who are struggling to find everyday living aids that work for them. Most are looking for a product that will improve reach and make bathing and showering a more relaxing and pleasant experience rather than an ordeal, which is how so many of them describe it.

“With this in mind, we decided to launch our own as part of Fortuna’s luxury bath products range. The brush is good quality with soft bristles, an easy hang loop, and a long-curved handle which is ideal for washing, exfoliating and massaging the parts of the body that can be tricky to reach.

“The length of the brush is 41cm - around 16 inches. It’s durable and strong due to it being a one-piece unit with no manufacturing joins and the RRP is just £3 - including VAT. “Our customers have reported that they are very satisfied with this brush.

Many have recommended it to others they know who are also having difficulty bathing and showering. It’s a great add-on gift - guaranteed to keep the user feeling clean and fresh, and bring a smile to their face!” www.fortunamobility.com

Elaine Ferguson Mobility Services Manager of Fortuna Mobility

14 / www.thiis.co.uk

RETAILERS’ CHOICE

Billy Finnie Operations Manager of Mobility Scotland

Retailer’s Choice: Leg Lifter from Mangar Health

Ceri Dixon Marketing Manager of Ableworld

Retailer’s Choice: Universal Handles from Shine international “What better way to help customers who struggle with grip than a solution to many problems they may face on a daily basis. These handy universal handles can be attached to many everyday items, such as a toothbrush, pencil or cutlery, to give the customer a better grip.

“With an ergonomic design, the aids help reduce discomfort for people holding objects with small diameters by giving them a built-up handle to hold on to.

“Ideal for customers who live with arthritis or limited grasping ability, this is a perfect solution to helping our customers live independently by ensuring they can carry out daily tasks easier by themselves.

“Small, lightweight and convenient to keep available when needed, they can also be cleaned easily and are dishwasher safe.”

“You would go a long way to find a more value-adding aid than the Mangar leg lifter. We can really take it for granted sometimes the ease in which we can get in and out of bed. To someone who struggles with health and mobility issues which predominantly affects lifting or just moving the legs, however, this can be debilitatingly painful and emotionally stressful as the simple act of getting in and out of bed becomes a monumental challenge.

“As a user-friendly aid to the customer and an accessory to their existing bed not too much change is required, they don’t need to change beds and people tend to still want a less clinical solution if they can find it, that’s where the bed lifter really delivers.

“It takes the physical stress and strain out of getting in and out of bed whilst promoting independence and safety which we know gives a great psychological and emotional boost.

“We have used this product on more occasions over the past two months than we have over the past two years and that may correlate to people’s conditions deteriorating over lockdown as they suffered in silence and became reluctant to seek medical attention, it’s worth investing in a demo model as it works well within the showroom, very easy and impressive to demonstrate and contrary to perception it is compatible with most adjustable beds as well.

“Check out some of the YouTube videos, the online customer feedback and clinical reviews it is impressive.” www.mobilityscotlandltd.co.uk

www.ableworld.co.uk

16 / www.thiis.co.uk

Karen Sheppard Managing Director of People First Mobility

Retailer’s Choice: Bed Cradle from Aidapt or Performance Health “I have received good feedback from customers on the heightadjustable bed cradle which is ideal for those who have ulcers, painful legs and feet, or skin irritations or for those who have had an operation on their lower leg or foot and want to keep the bed clothes away from their legs and feet whilst in bed.

“It has a durable and easy-clean tubular metal frame with a lower section that slips under the mattress to keep it firmly in place. It can be used either at the bottom or the side of the bed. The height is then adjusted to suit each individual and the bed clothes placed over the top of the cradle. It splits easy into two separate sections for easy storage when not used.”

Retailer’s Choice: Jar Opener from Dycem

www.peoplefirstmobility.co.uk

Lauren Bromfield Director of Classic Mobility

“Our choice for aids for daily living is the Dycem Jar Opener.

Although it is a small and inexpensive item, it is a great help to many clients with poor grip strength and/ or hand mobility, enabling them to complete a relatively simple but essential task of opening a jar independently.

“It is especially effective when used in combination with a piece of non-slip matting, placed underneath the jar.” www.classicmobility.org.uk

18 / www.thiis.co.uk

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THE OT’S PERSPECTIVE

The OT’s Perspective What should you be considering BEFORE helping someone apply for a Disabled Facilities Grant application?

By Stuart Barrow

One thing worth noting is that in some instances, the DFG is not the best way to secure equipment, and there may be quicker and more effective ways to meet your client’s needs.

Here are a few things that are vital to consider: GETTING IN AND OUT OF THE PROPERTY Before deciding what to buy or what

to apply for, I’d always recommend a site visit to ascertain: 1. The level of the client’s walking ability 2. The client’s condition - is it likely to get worse and does this need to be built in to your recommendation?

3. The client’s budget – clearly there is no point in trying to sell a customer something they can’t afford

The Disabled Facilities Grant (DFG) is a key way for those who need it to be able to improve their home situation and as a retailer, supplier or manufacturer, it’s vital that you know how you can help your clients decide whether it’s an appropriate route to go down

After your site visit, you’ll then have the information you need to decide if other, lower cost options are available, including aids, appliances, ramps and/or grab rails.

MAKING THE PROPERTY SAFE (OR SAFER) FOR EVERYONE LIVING THERE Safety can be fairly subjective but what’s clear is that there are some low-cost solutions that can be done

Before prompting customers down the route of applying for DFGs, Stuart highlights there may quicker and simpler solutions at hand

20 / www.thiis.co.uk

ACCESS TO THE LIVING ROOM Before removing furniture or prescribing generic equipment, it’s well worth considering something like a riser and recliner chair (or similar) to improve the safety of the living room, rather than relying on low level furniture that may or not be able to be raised.

Seemingly innocuous aids, such as these tap turners from Gordon Ellis, can help avoid more extensive works, such as a new wash basin, from being specified

to make a home safer without breaking the bank.

For example, a Ring doorbell (or similar product) may help a client to open the front door without getting up while a cage for the letterbox can keep letters at a sensible height to reduce the chances of slips and falls.

Thinking creatively can often help improve a customer’s safety without spending thousands of pounds.

ACCESS TO THE BEDROOM Stairlifts are often considered as the initial ‘go-to’ piece of equipment but sometimes a second bannister rail or a grab rail can provide the safety your client needs while also keeping them active, rather than disabling them.

ACCESS TO THE TOILET It might sound silly but no toilet use is the same and understanding how your client uses the toilet will go a long way towards understanding what help you can give them. Do they stand up or sit down? Is continence an issue? Do they need

Offer your customers the world’s smartest folding mobility scooter

“Thinking creatively can often help improve a customer’s safety without spending thousands of pounds.”

STUART BARROW

to hold onto something throughout?

After a full assessment, you’ll then be in a better position to make recommendations, which may be as simple as continence pads, urine bottles and a commode – until you assess, you won’t know.

ACCESS TO A BATH OR SHOWER One big issue with bath and shower access is that clients quite regularly purchase their own equipment – like

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THE OT’S PERSPECTIVE a bathlift - to help them in that area.

Often, however, the solution they arrive at isn’t suitable for them.

If a client has invested in a bathlift and it hasn’t worked out, they may need a more appropriate lift, or a grab rail or bath step.

If you are looking for solutions to bath or shower challenges without adaptation, I can strongly recommend you consider the ‘Bath Buddy’ from Lisclare. As this is a major area for clients, a home visit should also be considered if that is something that your organisation can offer.

ACCESS TO A WASH HAND BASIN Again, before specifying, it’s important to understand exactly what the problem with the current hand basin is.

Is it an issue with the taps? A problem with standing? An issue of location or a difficulty with size?

Tap turners and perching stools are two easy, cost-effective ways to improve a wash hand basin, while grab rails can also be recommended,

Stuart Barrow of Promoting Independence is a member of the British Association of Occupational Therapists panel and a recognised contributor in the field of home adaptations. He also runs the popular Occupational Therapy Adaptations Conference

especially if the issue is related to balance and stability.

Sensory loss is also something well worth bearing in mind – if the hand basin is in a dark corner of the room, then equipment may not solve the problem and relocation, or additional lighting, may be the only option.

PREPARING AND COOKING FOOD It’s often the case that gadgets and equipment can be used, rather than remodelling a whole kitchen.

Whether it’s a battery-operated tin opener, a nonslip mat, adapted cutlery or a universal kettle tipper, there are plenty of devices that can aid the preparation and cooking of food.

I’d definitely recommend having a conversation with a company like Ropox as they’re able to offer simple ways of adapting kitchens through equipment or some minor kitchen changes, rather than full-scale remodelling.

IMPROVING OR PROVIDING HEATING Heating is clearly imperative, particularly during the winter months. But it does come with its risks, as being burnt by a hot radiator is a genuine problem faced by clients.

A few ways to counteract this issue is to use low surface temperature radiator paint or a long grab rail above a radiator to stop it being used to steady oneself whilst walking.

Also, it’s well worth thinking small as well as big – a small heater or fan can help ensure appropriate temperature control without the need for a heating engineer.

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Call 07799 555 835 or email uknationwidemobility@gmail.com 22 / www.thiis.co.uk

A good understanding of a customer’s needs, combined with a wide range of daily living aids, such as this adapted cutlery set from Shine, can help avoid lengthy, large scale adaptations

CONTROLLING POWER LIFTS AND HEATING This is the area where voiceactivated tech like Alexa and Google comes into its own.

A mobile phone can now power most things in your house, from running a bath to turning lights on and off.

Some clients may be resistant to technology but, equally, you’ll find that plenty are happy to embrace it, which means that huge gains can be made within a house for just a few hundred pounds.

So there you have it – a few things to consider before going down the Disabled Facilities Grant route.

If you want to talk any of them through, just drop me a line at stuart@promoting-independence. co.uk

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Trade Thoughts Should the government extend the furlough scheme for the retail sector?

In last month’s state of play survey by THIIS, 61 per cent of mobility retailers that responded confirmed that they have staff on furlough – either flexible or full-time. With the scheme set to end in October and with many sectors seeing a slow recovery, we asked five retail leaders if they believed the government should extend the furlough scheme or agree that it should come to an end.

24 / www.thiis.co.uk

Alastair Gibbs

Mike Williams

Managing Director of TPG DisableAids

Managing Director of Ableworld

“

It has undoubtedly been a lifesaver for many businesses that have been adversely affected by COVID-19, however, the furlough scheme has, in my opinion, run its course. It is now time to either get back to work full-time or remodel your business in such a way that it can go forward independently.

“As with all support measures, they are designed to be a temporary crutch to help you back on your feet.

They are not designed to be a longterm aid which is to be relied upon for the long term.

“Additionally, it must be remembered that successful, taxpaying businesses are footing the bill. It will have to be paid back in some way. This will only lead to resentment and ill feeling towards those that continue to draw support rather than deal with the issue of a non-viable business.

”

“

We must get back to as normal as possible. The furlough scheme has been a great help to businesses and the community but we cannot afford to just close down the country again.

“If we accept the spike is being caused by the idiots on Bournemouth beach or the businesses & customers who believe there isn’t a problem - some public houses – then I think the local councils should take immediate measures against these people not just the odd one. Take away the licences of the abusers of the regulations and let it be a restaurant or pub without social distancing & rules in place. Why didn’t we block the roads & restrict the access to beauty spots in more areas?

“Why are we even contemplating holidays abroad whilst there are issues in this country and the rest of the world, no wonder another “spike” has arrived. Common sense should prevail: letting small groups of friends or family be together at home or holidaying in this country along with the workplace where restrictions can be in force and ‘track and trace’ easier to follow.

“So, my answer is a definite no, apart from any industry we force to close - e.g. the travel industry.

”

Billy Finnie

Karen Sheppard

Lauren Bromfield,

Operations Manager of Mobility Scotland

Managing Director of People First Mobility

Director of Classic Mobility

“

It’s such a complex and emotive issue now as many businesses and families are still struggling as we’re beginning to see the full impact of global lockdown.

“The scheme in its current format we know is unsustainable but many businesses still need help. I would urge the government to introduce targeted extensions to the furlough scheme especially for small businesses who can prove mediumterm viability. That would be the key caveat: prove viability and you will be supported.

“We’re now moving into a new phase of disruption. Businesses have worked hard to recover over the past few months and were getting back on track but we now have to contend with the added issues of supply chain constrictions, scarcity of goods, stretched leadtimes impacting sales and cashflow.

That’s not to mention regional restrictions, local lockdowns and staff being directly affected by COVID-19, either through infection or self-isolation.

“Many businesses may just need a little financial intervention over this second rocky period and if they have managed to navigate through to this stage they’re obviously doing something right and have the passion, drive, motivation, determination and willingness to remain afloat and deserve help if merited, that would make real sense, succinctly, it’s about getting help to the right places at the right time.

”

“

Ideally, if we had a crystal ball and could see all outcomes in the future, this would be an easier question to answer.

“There will be, and has to be, a lot of debate over this subject. The government has not got a neverending pot of money and I believe they will crawl the money back in the near future to replace money they have given to businesses during the pandemic via higher taxes etc. So, more help now may mean harder times for us for more years to come.

“Retail and holiday resorts lost the three months season in lockdown earlier this year and with the winter season now upon us, things will be quiet. If furlough ends, I think a lot of staff will be laid off over the winter months.

“The staff who are laid off from employment will have little income so will not have money to spend, so the economy will suffer that way – it really is a no-win scenario.

Yes, I would love the furlough to be extended so I can keep my staff paid, however, I worry about the future costs to the business from the government if that was to happen.

“

The furlough scheme has enabled us to keep on trading and retain our valued staff throughout what has been an extremely challenging time for retailers.

“Obviously, the future is unclear for all of us but, at present, the furlough scheme is still helping us to stay afloat. While trading is still slower than usual, most of our staff have returned, although on less hours.

“It would be great if the government extends the furlough scheme, on a flexible basis, to ensure that retailers can keep trading and providing an essential service whilst enabling them to retain their employees.

”

”

Have you got a trade thought that you would like industry leaders to discuss?

Contact Calvin Barnett at calvin@thiis.co.uk to share your topic.

www.thiis.co.uk / 25

DEEP DIVE

​Deep Dive Prescriptive powerchair providers and the pandemic Q2

COMPLEX CHAIR PROVISION CHALLENGES For many providers of prescriptive powerchairs, the second quarter of 2020 will be remembered as one of the most difficult and uncertain periods of their business’ history.

Lockdown, shielding and a freeze of many NHS services turned the world of prescriptive powered wheelchairs upside down.

Wheelchair services across the country saw staff redeployed and assessments delayed while 2.2 million vulnerable people – many of whom were wheelchair users – shielded, leading to an unprecedented fall in demand.

The disruption resulted in unmatched challenges for dealers of complex powerchairs. Arguably, the most significant challenge was balancing the emergency needs of existing customers with the commercial realities of running a viable business during a period of low sales.

Alongside this, powerchair providers had to move fast to adapt their operations during the pandemic. While many other retail sectors were closed, mobility retailers had to interpret rapidly evolving government guidance and apply it to their business to continue to help customers.

As a result, many safety measures that would later go on to form the

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government’s ‘COVID-19 Secure’ guidance, published at the end of May, were already fully embedded into dealers’ practices.

By June, the peak of the spring outbreak had passed and lockdown measures came to an end. This was closely followed with the end of shielding in July and August. However, after months of restrictions and with the risk of coronavirus still in the air, the world of powerchair provision had changed irrevocably.

Q3

THE ROAD TO RECOVERY Q3 marked the beginning of the ‘new normal’ as people began to adjust to living life during a pandemic.

Many in the sector had fingers crossed that the third quarter would also mark the return of demand after months of low enquiries and slow sales.

Speaking with dealers, prayers for a strong recovery seemed to be answered as business leaders in the prescriptive wheelchair space reported strong levels of postlockdown demand.

Matt Mohr, the newly-appointed Managing Director of South Eastbased Kent Mobility, explained that the company enjoyed an increase in enquires for assessments and servicing work since mid-June.

After all the disruption of the second quarter of 2020, providers of prescriptive powerchairs worked to get back on track in Q3 while trying to navigate the unknown waters of the ‘new normal’. In mid-September, a panel of five specialist powerchair providers discussed the state of play in the segment, as well as shared their hopes for an uncertain fourth quarter and beyond.

Promisingly, the MD said some parts of the business reached ‘normal levels’ by September.

Mobility and rehabilitation specialist Recare also confirmed a strong post-lockdown recovery.

Managing Director Richard Holland-Oakes noted that remaining operational throughout Q2 put the company in a good position to hit the ground running in Q3.

The promising rise in demand was also witnessed by wheelchair specialist Lifestyle & Mobility, stated Business Development Manager Darren Macey.

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DEEP DIVE “We have definitely seen an increase in demand for normal prescriptive powerchairs, active wheelchairs and even scooters!” he said.

Darren attributed the recovery to its usual customers having more disposable cash available post-lockdown, having not had traditional expenses such as dining out and holidays to pay for.

“I believe that those who were shielding may have come out of this COVID situation with money in the bank,” he said.

“Most of those who were shielding saw their income stay the same and, in some cases, go up due to refunds of insurance policies, small grants etc.”

Interestingly, a specific area where activity was higher than usual for Lifestyle & Mobility was batteries, noted Darren, with lockdown inadvertently powering demand.

“Due to shielding, customers hadn’t been using their batteries so battery sales have now quadrupled and then some!” he added.

“It has come as no surprise though – let’s not forget the government specifically told our customers to shield and most of them have been doing so before lockdown even happened. And, as we all know, batteries love to be charged and discharged. So not only

has the service side of the business.”

The observation was seconded by Matthew James, Managing Director of Precision Rehab: “I would say we are now as busy as before the outbreak. Our service teams are now busy with annual services that were due between the outbreak and now, including battery replacements for clients keen to get out of the house again.”

The rise in activity was felt along the supply chain as the wheels of the prescriptive powerchair market began turning once again. Quantum Rehab, one of the leading suppliers in the complex powerchair space, reported an equally buoyant third quarter.

“Q3 has been a really busy period for Quantum in terms of high-end prescriptive powerchair orders,” confirmed Kevin Atkins, Senior Quantum Sales Manager.

“Motability opening up to new applications again also created extra orders for us.”

THE IMPACT OF AN NHS BACKLOG One of the most controversial messages issued to NHS leaders at the start of April was the recommendation to stop work deemed medium and lower priority relating to ‘wheelchairs, orthotics and prosthetics and equipment’ services.

Investing in marketing and keeping in contact during Q2 has helped

Lifestyle Mobilitysales enjoyincreased, record salesso in the third quarter have our & product While many outsourced NHS

28 / www.thiis.co.uk

wheelchair services providers continued to operate, many in-house services were forced to focus only on clients with emergency needs, resulting in a growing caseload of those with lower priority needs.

“We cannot applaud the NHS enough for their tireless help in these unprecedented times. There are, inevitably, extensive delays across the services they can offer though,” commented Recare’s Richard Holland-Oakes.

“The NHS Wheelchair Service has been able to see their emergency clients but many who do not meet the emergency criteria still need the equipment. Before the COVID-19 pandemic, the NHS was experiencing a significant delay for clients to receive equipment and this delay has now been extended, unfortunately, due to demand.”

At the time, the guidance came under criticism from figures in the mobility industry, warning of backlogs and concerns over people whose needs were deemed ‘medium risk’ escalating to ‘high risk’ during the freeze.

The situation led some to consider whether the growing NHS backlog might become a driver for wheelchair users to look for alternatives and potentially fuel demand in the private sector.

Several retailers, however, noted that this was less of a factor for the strong Q3 recovery experienced by many.

“We haven’t noticed any significant increase in demand due to the NHS backlog as yet,” confirmed Kent Mobility’s Matt Mohr.

Echoing his statement, Quantum’s Kevin Atkins noted: “When we came back after lockdown, we received a high level of orders. Some of these would have been backlog orders from the period just prior to lockdown but our data is telling us that a high number are new customers as well.

“I do not think, however, that any of these new orders have been caused by a delay within the NHS. From what I’ve seen, the NHS has continued to provide prescriptive powerchairs to the highest priority

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DEEP DIVE

Despite the gloom surrounding COVID and Brexit, Kent Mobility’s boss is optimistic for a strong start to 2021

clients throughout the lockdown period.”

While the majority of providers did not attribute additional sales to NHS clients moving to private providers, Precision Rehab did report some examples of this happening.

“We had seen a build-up in service work, mainly routine maintenance (annual services). This was due to clients that were ‘shielding’,” explained Matthew.

“We also received requests from clients that had NHS products and other suppliers’ products that they wanted us to visit as they were struggling to get them looked at.”

ADAPTING ASSESSMENTS As mobility dealers adapted to the ‘new normal’, many had to find new ways of performing one of their most fundamental core services: assessments.

Since the start of the outbreak, conducting assessments had been one of the more difficult activities as

dealers are often required to work face-to-face with clients and often within close proximity.

It has required many to change how they perform assessments, with every dealer that THIIS spoke to universally highlighting the importance of personal protective equipment (PPE). As Kent Mobility’s Matt Mohr pointed out, however, wearing full PPE does not come without its challenges.

“Carrying out assessments is a little bit trickier with PPE on, especially in hot weather,” he commented.

“Gloves aren’t particularly helpful when using tools either.”

Alongside PPE, another common countermeasure introduced by dealers has been an increased cleaning regime, carefully and thoroughly cleaning all equipment before and after each assessment.

All these additional steps have, inevitably, increased the time required to conduct assessments.

“The changes I’ve seen have been

in the time it takes to plan and carry out an assessment,” reinforced Quantum Rehab’s Kevin.

“It definitely takes a little longer to organise, plus the actual assessment takes longer due to applying all of the PPE before entry. The same can be said for the handovers. Some dealers have also been working on an ‘appointmentonly’ basis to help with planning and preparation.”

To help offset time lost, some retailers have introduced new procedures to streamline their assessment process.

“We have introduced a preassessment process, where we send our customer a form to fill in which asks for anatomical measurements, right-handed, left-handed, etc,” explained Lifestyle & Mobility’s Darren Macey.

“This helps us pre-set the chair up so we have less contact with the customer and spend less time in people’s homes.”

Gathering more information ahead of an assessment has also become a key element of Precision Rehab’s assessment practice, alongside offering a contactless option.

“We have changed the way we approach assessments by gathering as much information as possible prior to the assessment, usually by phone call or email questionnaire,” confirmed the company’s MD Matthew.

“This means we have reduced the actual assessment time and can focus on the client’s needs.

“By greatly reducing the length of any contact time at the

Powerchair provider panel Darren Macey

Kevin Atkins

Matt Mohr

Business Development Manager

Senior Quantum Sales Manager

Managing Director

Lifestyle & Mobility www.lifestyleandmobility.co.uk

30 / www.thiis.co.uk

Quantum Rehab www.quantumrehab.co.uk

Kent Mobility www.kentmobility.co.uk

assessment, the chance of infection is significantly reduced.”

Beyond being just temporary measures, Matt also highlighted these ‘new normal ways of working for Precision Rehab will continue long after the pandemic has passed.

“We will be keeping all these precautions in place until after the pandemic has passed as we see it as good practice,” he added.

With time of the essence for all businesses however, some providers will be keen to return to prepandemic ways of working.

“I think, given the choice, we were quite happy before the pandemic and will have no issue returning to “normal” assessments once the pandemic has passed,” commented Kent Mobility’s Matt.

The view was shared by Quantum Rehab’s Kevin, adding: “If the virus stays with us for a while, I imagine we will need to continue to allow more time for prep. If we are fortunate enough to get past this thing next year, I can see things mostly returning back to how they were before.

“The only thing I think we’ll see is more hand washing and antibac application than before, as this is becoming more normal. I think it will feel strange not using antibac in the future.”

Q4

AN OPTIMISTIC OUTLOOK After a strong Q3 and a return of some semblance of normality over the warmer months, the panel could be forgiven for adopting a degree of optimism for what the fourth and final quarter of the year has in store.

Matthew James Managing Director

Precision Rehab www.precisionrehab.co.uk

Considering Q4 in mid-September, many dealers struck a positive tone while remaining wary of further coronavirus disruption.

“All indications show that we’ll continue to see an increase in demand for the remainder of 2020,” said Quantum’s Kevin.

“Of course, if we have a second wave, this may all change.”

Offering a similar prediction, Kent Mobility’s Matt Mohr added: “All things being equal and we don’t see the pandemic worsen and further government restrictions, we should see an increase in demand as customers confidence returns.”

Recare also revealed high hopes for the end of the year. In particular, the retailer emphasised its plan to build on its investment into a new workshop and distribution facility in 2019 by signing more exclusive distribution deals.

“The business will continue to grow in the fourth quarter,” forecasted MD Richard HollandOakes.

“However, this is directly correlated to the government measures following an increase of COVID-19 cases in the UK. We are unable to predict what could change in the coming months reliably.”

After the last lockdown, players in the industry were all too aware that everything could be thrown up into the air very suddenly. As Q3 came to a close, that seemed to the case.

During the final weeks of September, rapidly rising cases of coronavirus required the government to implement new, stringent restrictions reminiscent of the spring. While it remains to be

Richard HollandOakes Managing Director

Recare www.recare.co.uk

Big solution with small seat system Recently, Precision Rehab delivered the first Paravan Piccolino powerchair to be fitted with the new Paravan K110 small seat system to four-year-old Lily who has SMA type 2.

The K110 seat has a width and depth of 24cm and has been designed to accommodate very young and small first-time powerchair users.

Lily had been set to receive the Piccolino with a range of bespoke modifications to make the larger chair work for her after outgrowing her Wizzybug. Some months later at the point of ordering, however, Precision Rehab’s Matthew James informed the family that Paravan had developed the ideal new small seat system.

He also had the pleasure of telling Lily that she would be the first child in the world to have a K110 seat fitted to her new golden chair.

“The confidence Lily gets from her new chair is fantastic and the fact this seating can grow with Lily as it can be adjusted to suit and even be changed for the next size up seat system when required is brilliant,” commented Lily’s mother, Tamara.

DEEP DIVE

Dealers such as Precision Rehab are embracing new ways of working

seen what this will mean for Q4, the industry and the nation are certainly better prepared to adapt to the rapidly evolving situation.

2021

STARING INTO THE UNKNOWN What September proved is that the coronavirus situation can turn on a sixpence, making preparing for the weeks ahead seem impossible, let alone imagining what 2021 may have up its sleeve.

Discussing whether they believe 2021 would start strong or be a slow burner, the prescriptive provider panel cautiously gave their best guesses.

“It’s hard to say right now. If we get the second wave then who knows,” stated Quantum Rehab’s Kevin Atkins.

“If we manage to keep business moving throughout the remainder of 2020, then I think we’ll continue to see growth as we move into 2021.”

The view was matched by Kent Mobility’s Matt Mohr, adding: “It depends on what the winter brings in terms of the pandemic and the general state of the economy with the many anticipated redundancies.

“We also have Brexit approaching fast. It sounds gloomy but I think there is a chance it could start strong though.”

Sharing the retailer’s optimism, Precision Rehab’s Matthew James also hoped for a strong start to 2021.

In particular, he highlighted the

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elasticity of demand for prescriptive powered mobility products, as well as the important role exhibitions play for providers.

“With products such as ours, clients often source funding and this means our order flow is fairly consistent,” he explained.

“It would be great to get back to some exhibitions as soon as it is safe to do so as this will hopefully give clients more confidence. Also, the industry as a whole generates a large percentage of assessments from exhibitions as they are a great way to initially showcase the product. Only having one event this year has certainly affected the 2020 results.”

This idea that powerchairs designed to meet more complex needs may be less susceptible to the economic impacts that may hit other sectors of retail hard was reaffirmed

by Recare’s Richard.

“Fortunately, the industry is highly regarded as a necessity for most, rather than a want. Due to the complexity and skillset that Recare represents, we are fortunate that our consultancy and engineer services are something that is always going to be needed by the NHS, social services and the private clientele.

“With the NHS moving towards vouchers and products being purchased privately, it is inevitable that 2021 will see an increase from the outset due to the backlog of cases incurred.”

“Carrying out assessments is a little bit trickier with PPE on, especially in hot weather.”

MATT MOHR

thrived throughout the recovery, the confidence shared by the panel is a clear indication that 2020 has built a greater level of resilience and conviction among the players in the market.

“We are very optimistic, otherwise we wouldn’t be expanding and spending extra money on marketing etc,” finished Lifestyle & Mobility’s Darren Macey.

“I really do feel we shall still see a small increase as last year’s figures, as long as there not another full lockdown.”

With so much uncertainty for the weeks, months and potentially years ahead, one thing does seem certain: No matter what pandemicdisruption is to come, players in the mobility industry stand ready to overcome to ensure their essential services remain available to those in need.

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Navigating the new world of retail

By Mike Glynn

With the retail sector having shifted so dramatically, what retail elements should companies focus on and where should they invest time, effort and, importantly, money?

There are many tools and strategies that retailers can use: • Stay in touch with customers - have you communicated at all with your customer base during the pandemic?

• Do they know that you’re open again?

• How easy have you made it for past customers to do more business with you?

• Deliver better service – surprisingly, it’s not all about price.

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•

•

If you deliver a first-class customer service and show you care, then you will obtain a loyal customer base. And it’s easier and cheaper to sell to an existing customer than it is to find a new one!

Increase profits - there is still money out there, in fact some people have more disposable income now than they have ever had.

Provide an all-round retail experience - what can you add that makes it worthwhile visiting your premises or online shop?

Let’s be clear, bricks and mortar retailing is still

The world of health retailing is going through massive change and at an uncomfortable pace for many. Online, mobile and the use of data have changed the playing field and retailers need to adopt new methods to remain in business and competitive. With lockdown having asked questions of many mobility retailers, industry consultant Mike Glynn discusses what options are available for businesses as they push for a strong close to the year and good start to 2021.

alive and kicking, albeit a little challenging.

Pre-COVID, 90 per cent of all retail sales were completed in stores and 95 per cent of all retail sales were with retailers with a physical presence.

But things have changed since lockdown and focusing on the store alone will impact greatly on the business’ ability to compete.

Online research is very much a part of the modern-day shopper’s journey, so presence here is key to not only surviving but thriving in the future.

Mobile has seen the greatest increase in the path to purchase with users spending up to 15 hours a

week online. More people are using their phone to research a product or service and then many go on to buy at a bricks and mortar location.

COMBINING CLICKS AND BRICKS But what about the website merchant - aren’t they killing the retailer in the high street?

That depends on the retailer and whether or not they’re able to build a bridge between on and offline sales channels. Those that have an integrated approach to the marketing of, and the subsequent sales, will see the web as an ally.

Think of how Morrisons supermarket and Marks & Spencer suffered over recent years because they did not have the right online offering. Morrisons have now continued to move into online sales with a partnership with Amazon in some local areas - order your supermarket shop and have it delivered via Amazon. It’s all about offering the customer what is easy for them.

However, many businesses have yet to build that bridge and continue to bury their heads in the sand. Having a physical store gives the retailer a unique advantage over the online merchant. Actual human interaction should not be underestimated. It can take a simple sale to create an ongoing relationship with trust and loyalty.

Differentiations in offers can double the opportunities available to make a sale, whether it is online or in a shop.

THE DEVIL IS IN THE DATA When it comes to making decisions on growing the business, some retailers still rely on their gut, but how do they know? Modern-day retailers use the data that’s readily available from the business to make more accurate decisions. Taking the guesswork out of your decisionmaking saves time, money and is ultimately more profitable.

Although the methods for monitoring offline reactions to promotion is not as easy as online, it can be done if you have the right systems in place and they don’t have to be difficult, complicated or costly.

Systemisation plays a great part in improving profitability without compromising on service - in many ways, service can be enhanced.

The key, however, is knowing the numbers that matter within your business and then just being able to focus on two.

THE TWO MAGIC NUMBERS Which two key numbers are the most important in your business and do you know how they looked last week, last month or even last year?

As a young retailer, I was always taught that retailing is simple – it’s the numbers that make it difficult.

That is still true today. But by simplifying things, it makes it easy for you and your staff to know exactly what the

“Having a physical store gives the retailer a unique advantage over the online merchant.

Actual human interaction should not be underestimated.”

MIKE GLYNN

numbers are, if they are not on target and what you need to do to get them there.

If you need a little help with determining which are your two key numbers and how to monitor them easily and efficiently, then I’m happy to have a chat. Just ping me an email mikeglynn@ mgretailconsulting.co.uk or visit emssystem.co.uk/mikeg

www.thiis.co.uk / 37

RETAILER SPOTLIGHT

Snowdrop Independent Living A blossoming retailer THE GROWTH OF SNOWDROP Founded in 1999 by Peter O’Shea, Snowdrop Independent Living grew from a single showroom in Pembrokeshire to three branches operating across South Wales by 2019.

After two decades of successfully developing the business, Peter began considering retirement and what the future of the company would be, with thoughts of a potential trade sale or a management buy-out (MBO).

Deciding that a natural MBO was not on the cards, Peter and the senior management team at Snowdrop decided to look externally for business leaders who may be interested in entering the mobility arena.

The timing proved fortuitous, as David Morgan, Snowdrop Independent Living’s new Managing Director, explained: “I had been looking for a business that did something useful for a while and this seemed to tick all the boxes.”

With a background spanning a wide range of different sectors, from biotech and industrial automation

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through to financial services, David emphasised that the shift to the dramatically different realm of mobility was a welcome change.

“Even before I knew the name of the company, I knew the sector it was in and it certainly seemed worth learning more about,” he continued.

“Kevin Bounds, our chairman, was also approached about the same time and we met each other.

Even before we met Peter O’Shea, we agreed that this was something worth pursuing as an acquisition.”

Meeting with the rest of the senior managers at the Welsh retailer, David and Kevin built the buyout team and, with the support of a £500,000 equity investment by the Development Bank of Wales, completed a successful MBO in February 2019.

MANAGING THE TRANSITION The departure of its long-standing owner marked a big shift for Snowdrop. Aware that the transition of new leadership and ownership could be a catalyst of anxiety among staff, David and Kevin made a point of bringing the team along on the journey.

David Morgan, MD of Snowdrop

A management buy-out in February 2019, acquisitions in November 2019 and February 2020, as well as an unprecedented pandemic in March 2020: It’s safe to say the last 18 months have been eventful for Snowdrop Independent Living. Facing exceptional challenges in exceptional times, David Morgan, Managing Director of Snowdrop, discussed with THIIS where the retailer finds itself after a rollercoaster year and a half, as well as its ambitions for the future.

“When we came in, we made sure we had met the team many times and ensured to openly share our plans for the company with the team, as well as how we would work together,” detailed David.

“That transparency and structure was essential for everyone.”

Helping to enable a smooth transition, Peter also stayed on, providing a familiar face and a degree of business continuity.

“Of course, Peter O’Shea stayed on board along the way,” said David.

“That is very much less now but during the transition, Peter acted as

“One of the things that acquiring the Midlands stores taught us is that it makes sense to operate in clusters” DAVID MORGAN

18 months full of activity has left the Snowdrop team more resilient than ever before as it looks to the future

an advisor and carried out some of the tasks he enjoyed – mostly around customer relations and doing some jobs for us. It was a really useful part of the transition and it freed him to be able to do the elements of the job that he genuinely enjoyed, rather than being bogged down in the business side.”

AN OPPORTUNITY TO GROW For many, the early months of taking over a business would be a time to get their feet under the table. However, when an opportunity came knocking, Snowdrop’s new MD knew better than not to answer.

After just eight months since completing its MBO, the Welsh mobility and access specialist completed its first acquisition. In November 2019, Snowdrop had taken over Hearing Health and Mobility’s Cardiff branch.

“They approached us to take over their Cardiff branch,, rather than us looking for acquisition targets,” recounted David.

“They read one of our press releases and it mentioned our expansion plans so they contacted us and we came to an arrangement. In the end, that was a very simple deal.”

The acquisition would prove a good project for the retailer to cut its

teeth on, ready to jump at the next opportunity that would present itself soon after in the spring.

“It was good practice because when Hearing Health and Mobility entered administration and its other four branches became available, we had the confidence to acquire the cluster of three stores in the West Midlands,” reflected David.

“Again, it was completely opportunistic. There were certainly

no plans to buy the branches back in April and we hadn’t identified them as acquisition targets. It was more a case of: ‘Yes, we think we can do this and we think we can build on it’.”

In February 2020, weeks after its Cardiff acquisition, Snowdrop snapped up Hearing Health and Mobility’s Brierley Hill, Wolverhampton and Hall Green stores, alongside welcoming 10 new members to its growing team.

Snowdrop spreading more seeds Growing from three to seven stores in about a year, Snowdrop Independent Living has been busy establishing its newly-expanded network in their respective localities. Not one to miss out on an opportunity, however, David said the company is always open to having discussions.

“There is an element of taking a breath and taking stock of where we currently are but the model we are developing in Snowdrop is one that I’m confident will reproduce,” commented David.

“So, we are certainly not putting expansion plans on hold and will always consider opportunities, be that be through acquisitions or identifying locations which are poorly served and are ideal for organic growth. That is very much on the agenda.”

Questioned whether Snowdrop would be as keen to move on another opportunity similar to that of Hearing Health and Mobility, David confirmed he would be “very open” to having a conversation.

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RETAILER SPOTLIGHT

After buying its Midlands stores, the retailer set about restocking the branches as a number one priority

SPROUTING UP IN THE MIDLANDS In just under a year, Snowdrop Independent Living had more than doubled its store portfolio from three to seven while also entering England for the first time.

Stressing that the rapid growth was a case of being in the right place at the right time, David suggested that the retailer’s mobility focus will enable it to cultivate a successful retail presence where its predecessor had struggled.

“A combination of focus and experience is where I think we are different,” he emphasised.

“Our focus is all about mobility, whereas Hearing Health and Mobility’s focus was more about hearing. By drilling down on mobility, all of our efforts will be on best serving customers in the market for those products. That’s our primary aim: Providing the best customer service possible.

“We are a firm believer that this industry is just as much about advising as it is about selling; I believe those companies that are successful have this idea very much at the heart of their businesses.”

With mobility in mind, David and Snowdrop set about absorbing its new branches into the expanding group, investing in new systems,

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refurbishing premises, recruiting more staff and expanding product portfolios.

Just like its MBO, David stressed that a successful acquisition starts with the people.

“The first thing we did when we took over the Hearing Health and Mobility stores was meet all the people. I can’t stress enough that all business is about people,” he reaffirmed.

“Having met the team in the West Midlands, it was clear they had been not well attended to. The fact that we were there and ready to listen to their ideas and address their concerns showed them that we were going to give them the support they needed.”

With the West Midlands a reasonable distance from the company’s established South Wales base, the first port of call for Snowdrop was to bring aboard a manager to cover the region.

“We have a great manager covering the Midlands who joined us from another part of the retail world,” stated David.

“He is a perfect conduit between the head office in Wales and the stores in the West Midlands. That was essential. Managing something that had not been well-managed

in the past remotely was always going to be very challenging so establishing that local link was vital.”

After acquiring the stores, it became immediately clear to the Snowdrop team that its new branches were lacking a very key element to success: products.

Quickly, the retailer moved to bring in new ranges to ensure it could compete in the busy West Midlands mobility scene.

“The stores had been understocked so we were in a process of getting the products into the branches that we felt the customers would want to buy, rather than the bare minimum,” highlighted David.

“That was what we were doing for

“It was an expensive exercise for us and, honestly, we didn’t cover costs but it felt like the right thing to do…”

DAVID MORGAN

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RETAILER SPOTLIGHT the first weeks after the takeover, getting products to those branches as fast as we could. Then, the world seemed to stop.”

AN UNEXPECTED DROUGHT Normally, one MBO and four new branches would be where the story would end after just 12 months.

However, in March, a once-in-alifetime pandemic risked derailing Snowdrop’s exciting 2020 plans.

“We completed the acquisition on 6 February, less than eight weeks before the lockdown: Talk about timing!” exclaimed David.

“On the day lockdown was announced, we actually closed all of the stores while the senior management team got our heads together – by phone – and decided what to do next.”

In those early days, confusion surrounded the mobility industry as to whether retailers fell into the ‘essential’ category of retail. After some deliberation, the team decided to reopen its doors to customers.

“Probably one of the hardest things at the beginning and along the way was having to interpret the government’s rules, rather than having them clearly defined,” remembered David.

“I’m confident that we did the right and proper thing by reopening the stores so that the vulnerable customers we served were able to buy vital products. In particular, incontinence products, mobility aids, as well as our service provision to maintain equipment in homes.

“One anecdote from our stores was that they had a customer standing at their door in tears because they were overwhelmed with relief by being able to buy continence pads for their mother –

it’s stories like that which remind us why what we do is so worthwhile and essential.”

It was a decision that would not come without consequence. Footfall and sales were down dramatically throughout lockdown. While staying open was not necessarily the most financially advantageous move, however, it was ethically the right decision, said David.

“We made the decision knowing the financial impact,” he confirmed.

“Admittedly, we shortened hours and days we remained open and we found customers really appreciated it.”

After being closed for only half a day before reopening, the retailer acted quickly to introduce steps to try and minimise the risk to staff and customer.

“We kept on a skeleton staff but it was impossible to plan in those very early days as we didn’t know what was going to happen next,” added David.

“There was so much uncertainty and the situation seemed to be evolving by the hour! Our staff were incredible throughout the whole time though.

“It was an expensive exercise for us and, honestly, we didn’t cover costs but it felt like the right thing to do and that is really what counts when we look back.”

TENDING TO A BUDDING NEW PROPOSITION Even with stores operating on reduced hours, members of staff on furlough and unprecedented disruption, Snowdrop managed to launch a new e-commerce platform during the lockdown.

“We already had a plan for producing an online presence and

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had plans to launch something quite grand,” commented David.

“However, with lockdown in effect, we decided to massively accelerate that project.”

Scaling back its big ambitions, the retailer instead decided to break its e-commerce plans down into stages to ensure it did not miss out on the opportunity to offer its customers a digital option during the height of the outbreak.

“Stage one was just to get it working!” he stressed.

“We actually recruited during lockdown to help get it live which was an interesting process. That stage was delivered successfully and we now have an online retail presence and distribution from one of our branches. It is working and we have happy customers.”

Importantly, Snowdrop decided to sell only a limited range of product online, with David having a clearly defined distinction regarding which ranges would and would not be available to purchase over the internet.

“Products where the customer benefits from having a personal assessment, we do not sell online. It is that simple and it is a policy we set right at the start,” he outlined.

“Products that are not particularly subjective as far as their touch and feel are concerned - i.e. products that when they turn up at a customer’s door are exactly the same as the description and image online - we sell online.

“I think our online proposition will grow from where we are now. We still have the ambition to something a little grander so it is very much a ‘watch this space’ situation.”

Despite seeing e-commerce playing a far greater role in its retail

In under 12 months, Snowdrop more than doubled store portfolio from three to seven

mix in the future, David refuted the idea that the world of mobility retail will rapidly shift completely from bricks to clicks.

“I think e-commerce will become an important part of our business but the ability to assess and understand the customers’ needs to best be able to advise solutions for them will always be the core of the Snowdrop business model,” he pointed out.

“Our business is built on our people being able to provide that extra bit of service, advice and empathy that is incredibly difficult to replicate online.”

GREEN SHOOTS Just like the flower it is named after, Snowdrop proved to be resilient during winter/spring and found a way to stand strong despite the harsh environment.

Coming through a Q2 in lockdown, the retailer joined the rest of the country in looking ahead to rebuilding and recovering in Q3.

Fortunately for Snowdrop, its decision to continue trading throughout the lockdown meant its staff and customers were already well acclimatised to operating under pandemic conditions long before

the government issued its COVIDSecure guidance.

“We established one-way systems very quickly and some of our stores were already well-positioned to work like that so it made it an easy measure to introduce,” noted David.

“Almost immediately, we put up physical safety barriers between staff and customers as well.

“By that first morning of lockdown, every store had hand sanitiser by the door because we were lucky enough to already have a lot of those products in stock.

By March, we had also started to

Call to find out more

01787 888 106 Attaches in seconds

or email trade.sales@tgamobility.co.uk www.tgamobility.co.uk QUOTE: THS20

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RETAILER SPOTLIGHT

Despite launching its new e-commerce channel, the company firmly has bricks and mortar at its core

consider the impact of the pandemic and knew some form of lockdown rule could be on the way, so we had tried to prepare accordingly.”

By July and August, Snowdrop had started bringing more of its team back, and, according to David, saw a promising rise in revenue and footfall throughout the third quarter.

“It was difficult to forecast what a good or bad recovery might look like because we hadn’t really got anything to compare it to,” continued David.

“Normally, we would compare against the same month or same period in the previous year but, clearly, recent months have been incomparable to anything else.

“That being said, we are satisfied, given everything that has happened in the world, with how our last quarter looked.”

In particular, David noted that the return of the company’s engineering business, predominantly its stairlift

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and outdoor platform lift segments, helped to drive much of its recovery.

Mostly, it was housing associations and councils that had been slower to get up and running that led to the increase in activity as the public sector gears began turning again.

BUILT-IN RESILIENCE Despite a strong third quarter, uncertainty over the final months of the year still hangs over the country as coronavirus commotion looks to ramp back up. Interestingly, David highlighted that the mobility retail industry may prove to be more resilient than others in the face of further disruption.

Often, it has been said that marketing mobility products is difficult because people purchase out of ‘necessity’ rather than desire.

“The positive, I suppose, is that somebody that needed a stairlift in February but didn’t order it, still needs a stairlift now and are due to

order it,” suggested David.

“It is the nature of this business; people’s needs do not disappear. It can be difficult to get people to take that step to buy equipment, be it something portable or installed, but once that decision has been reached, it tends to be a ‘must-have’.”

THE POST-LOCKDOWN TERRAIN Attempting some future-gazing and imagining a time when the pandemic will be a distant memory, David suggested that a shift in the sector may be on the cards after the coronavirus dust has settled.

“It is difficult to predict because of just how much uncertainty there is but one thing is for certain: the sector will survive simply because it has to. The work this industry does to help vulnerable people to live fuller, richer and more independent lives is too important not to go on,” he said.

“There may be a possibility

that some of the independents in the sector, however, may start to question whether they want to spend the next half a decade trying to rebuild their businesses back to where they were pre-COVID. “In that event, we may see any number of different outcomes. Some may simply close their doors, some may look to sell and some may very well be up for the fight, coming out lockdown as a stronger and more resilient business: I very much intend to be in that latter group.”

SNOWDROP PATCHES With one MBO, four new stores, one new e-commerce platform and one lockdown successfully navigated, the company has overcome more challenges in a year and a half than many face over a decade.

Discussing if a push for more stores and a potential push for a national presence could be in the pipeline, David stressed the

importance of crawling before walking. Nevertheless, he noted the months to come will not see the company be any less ambitious in its growth plans.

“One of the things that acquiring the Midlands stores taught us is that it makes sense to operate in clusters,” said David.

“Our Midlands’ and South Wales’ stores are clusters, which enables those teams to work together and support each other. Clusters lend themselves to that so I see us taking that kind of approach as we look to expand, be it through acquisition or organic. I certainly don’t see us opening individual, satellite stores which are miles away from other clusters.”

A ROSY OUTLOOK FOR SNOWDROP Despite the uncertainty that faces the industry over the coming months, Snowdrop has proven that it is more than capable of flourishing

during periods of exceptional change.

According to David, this ability to remain resilient and adaptable is down to the people that make the retailer what it is.

“I would just like to finish by saying how proud I am of our staff because every one of them have been through an extraordinary amount of change over the past 18 months,” he concluded.

“They’ve all gone through the change of new ownership and they really have come on the journey with us.

“It almost feels like there is now a stronger, emotional connection between our employees and the business. I know it sounds cliché but I would say that it feels like we have become a family and are now ready to face whatever the future holds.” snowdropindependentliving.co.uk

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TRADE TALK

Trade talk Q&A with Billy Finnie, Operations Manager of Mobility Scotland HOW DID YOU BECOME INVOLVED IN THE MOBILITY INDUSTRY? “Our directors have broad commercial business experience working for a major healthcare provider and I gained my honours within the direct sales and customer service sectors. That experience, coupled with a fierce desire to set up on our own, was the catalyst for where we are now.

“In 2005, we began to research the industry and evaluate the Scottish marketplace. We saw an opportunity to deploy our skillsets, our professional experience and

devise a business model anchored down to our value proposition. This proposition focuses on adding value to the whole customer purchase experience, from the initial contact, sale and handover, all the way through the lifecycle of the product.”

DO YOU FIND DRILLING DOWN ON THIS VALUE PROPOSITION HAS BEEN KEY TO MOBILITY SCOTLAND’S SUCCESS? “It has worked very well and ensures an ongoing relationship with the customer. This leads

At the start of the year, Mobility Scotland announced its decision to introduce a unique new seating range to its offering.

The move came as part of the Kirkintilloch-headquartered company’s continued pursuit and refinement of its retail value proposition, centring around what it describes as ‘devoted customer service.’ Just as the company prepared to roll out the range, the unimaginable happened: A global pandemic. Tackling the challenges that the coronavirus threw at it while striving to remain true to its business identity, Billy Finnie, Operations Manager at Mobility Scotland, discusses the early days of the pandemic and what the future now holds for the Glaswegian retailer.

to high levels of repeat sales somewhere around 70 per cent which we believe is unprecedented.

“Every week, we plan out ways we can enhance the customer experience while spending very little in execution. This, in turn, increases harvest rates across our existing customer base and generates significant levels of new business from within.

“Our value proposition has 20 key elements which every team member must achieve on every sale. When they do, we have a customer for life, as well as the lion’s share of their mobility equipment spend.

“It’s a strategy we have honed over the past 10 years and never has it been more refined, vibrant and powerful.”

“Not adding more showrooms does not signal a lack of ambition; quite the contrary!”

Pulling together and remaining adaptable has enabled the team at Mobility Scotland to persevere in the face of the pandemic

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BILLY FINNIE

ALONG WITH THIS RETAIL PROPOSITION, WHAT ELSE HAS HELPED MOBILITY SCOTLAND TO THRIVE FOR THE LAST DECADE AND A HALF? “We are not beholden to a corporate board but still work to exacting key business metrics and have very accurate key performance indicators.

This means we can act quickly and decisively when it comes to choosing our product range and adapting our market strategy.

“This nimbleness and flexibility, along with our ability to look after customers’ needs, are significant elements to our success.”

WITH SEVERAL MOBILITY PLAYERS IN AND AROUND GLASGOW, WHAT DOES IT TAKE TO STAND OUT IN THAT COMPETITIVE RETAIL MARKETPLACE? “We know that every company within the Scottish marketplace has its own USP and we totally respect that. Our competitor research across Scotland is always thorough and we have nothing but admiration and respect for them.

“Collectively, they helped raise both the competitive stakes and the profile of the mobility industry across Scotland. The landscape has changed for the better over the last 10 years, with a much more professional image being created and businesses being driven by conscientious and capable professionals who have great bestpractice policies and a customercentric approach.

“To succeed in Scotland, you need to execute your customer experience first time, every time, accurately and complete, while never losing sight of the key elements within your value proposition.”

HAVING MENTIONED PRODUCT RANGES, MOBILITY SCOTLAND INTRODUCED THE VELA RANGE INTO ITS OFFERING BACK IN FEBRUARY. WHAT PROMPTED THE DECISION TO DISTRIBUTE IT? “VELA’s reputation within the UK and European marketplace is unrivalled. Their people and products are the envy of their competitors so this was one of the

Over the years, the Scottish retailer has moved to a ‘less is more’ approach with suppliers – working with fewer but building stronger partnerships

main reasons we chose to partner VELA. “Their ability to create selfreliance for an individual, either within the home or office environment, means we can scope out unbelievable solutions for existing and new customers.

“We now have outstanding options which will enable mobilisation, increase physical reach and offer the ability to do everyday tasks easily and safely, which we absolutely love.

We love delivering simple but worldclass solutions that inspire our customers and empower our people to keep delivering value.”

HOW IMPORTANT IS INTRODUCING UNIQUE PRODUCT LINES TO MOBILITY SCOTLAND’S OVERALL RETAIL STRATEGY? “That’s a great question. When Mobility Scotland initially opened in 2006, our service and product offering covered the whole gamut of equipment and it was massive!

“I think we thought we needed every product we could get our hands on from every manufacturer and distributor. Collaboration and communication with suppliers were non-existent back then and the relationships were flimsy, fragmented and very difficult to manage.

“So, over the past few years, we have strategically consolidated our supply chain and rationalised our product range to a point where we have circa 10 prime manufacturers

supplying 100 per cent of our products. I feel this gives us the very best, most reliable and most innovative products available in the UK.” HOW HAS WORKING CLOSER WITH FEWER SUPPLIERS HELPED MOBILITY SCOTLAND TO GROW? “A great example is the relationship we have built with Handicare.

“We started working with the Companion/Handicare brand two years ago. Now, from a standing start, we have a dedicated stairlift division within Mobility Scotland and consider ourselves very privileged to be part of the ‘One Family’ operation that Clare Brophy and her outstanding team have developed.

“Not only have we grown a new division but through Handicare’s desire and passion to help us develop, we have benefited from their support, shared best practices and benefited from many commercial and technical masterclasses.”

DOES THIS COME BACK TO YOUR FOCUS ON MAXIMISING VALUE, NOT JUST IN REGARDS TO CUSTOMER INTERACTIONS. BUT SUPPLIER INTERACTIONS AS WELL? “It is key to our decision-making when we are choosing new products and relationships. It is not just about taking on the products anymore but more about the idea of the whole

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TRADE TALK

A focus on maximising value for customers along the entire buying journey has stood the company in good stead for almost 15 years

mutually beneficial, value-adding package.

“When smaller, ambitious operations like ours connect with the VELAs and Handicares of this world to become true brand ambassadors, it can lead to stunning results.

“Another key strategy for introducing certain products is to use them as leverage into new channels, whether that be healthcare professionals or domestic. This augurs naturally well for the potential sales growth of other core products as our network keeps expanding.”

WHY IS IT IMPORTANT TO BRING THIS LEVEL OF DIVERSIFICATION TO YOUR OFFERING? “Our overall business mix is circa 60:40 split between retail sales and government/charity/local authority.

“We don’t have all our eggs in any one basket, which puts the business at less risk when market or global forces conspire against us, i.e.

COVID-19!

“While margins tend to be a touch thinner within the B2B world, collectively, when we add our retail

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sales, it returns a very healthy gross profit which balances the business.”

YOU STARTED DISTRIBUTING THE VELA RANGE JUST BEFORE THE CORONAVIRUS OUTBREAK – WHAT IMPACT DID LOCKDOWN HAVE ON INTRODUCING THE NEW RANGE TO THE MARKET? “We planned to start rolling out across our healthcare channel first so COVID had a massively negative impact on our plans. It effectively stopped us in our tracks and put us nine months behind where we should’ve been. However, we have since regrouped and are really encouraged with the early response.

“One of the plus points about not being able to present face-to-face is being able to take advantage of the opportunities platforms like Zoom, Skype and Facetime offer us.

“Not only have we already demonstrated the VELA product via Facetime, but stairlifts and seating assessments have been successfully delivered as well. This will be one of the new ways of doing business in these new normal times.”

DID YOU SEE AN UPTAKE IN BUSINESS AS LOCKDOWN EASED THROUGHOUT THE SUMMER? “We did. August and early September saw positive sales trends within the industry, with people venturing back out onto the high streets and retail parks.

“Lockdown has had a massive impact on mindsets and attitudes and prompted people to re-evaluate the status quo and it’s being

“Collaboration and communication with suppliers were nonexistent back then and the relationships were flimsy, fragmented and very difficult to manage.”

BILLY FINNIE

steered very much from a wellbeing and health angle. There is more willingness and motivation to purchase products which enable greater independence, freedom, safety, comfort and support.

“To vindicate this, we and many of our counterparts have seen significant sales recently across motion furniture and assistive technology products, as well as certain ADL products - read my Retailers’ Choice piece, it says it all!

“The early optimism is being dampened by supply chain issues and increased lead-times being reported across the big manufacturers, though.”

WHAT IMPACT DID THE CORONAVIRUS OUTBREAK AND LOCKDOWN HAVE ON MOBILITY SCOTLAND? “It had a big impact on the business and the team. Of course, it still does today. Never did any of us think it would go so deep and so quickly change the dynamic of family and business life… changes that may well last forever.

“Our retail division effectively ground to a halt when Boris announced the UK-wide lockdown on the 23rd March. That night, we began to fully realise the significance of this disease: Its unpredictability, its impact on our business and the danger it posed to life in general.

“Our retail division, like many others, was absolutely hammered by the lockdown and will need to recover by exploring innovative ways of growing new channels.”

HOW DID YOU MANAGE TO OVERCOME THOSE EARLY CHALLENGES IN LOCKDOWN? “At the start of lockdown, we set about prioritising a technical support service for our vulnerable customers. We took great encouragement from the BHTA bulletins which were succinct, precise and of sound information.

Their clarification of much of the government guidance was invaluable.

“It allowed us to mobilise certain parts of the business to offer a back-up and support function for

emergency repairs and breakdowns which was very reassuring and comforting for our customers.

“Throughout lockdown, a very measured approach was taken to ensure no customers were without any of their mobility products for any length of time. We also collaborated with local support groups to offer our services free to anyone they identified as being vulnerable and at risk.”

WITH THE REALISATION THAT A NEW NORMAL MAY BE UPON US FOR SOME TIME, WHAT ARE THE GROWTH PLANS FOR MOBILITY SCOTLAND FOR THE COMING 12 MONTHS? “Firstly, in the short term there are no intentions to launch more stores, as we work hard reshaping our retail division. We will grow from within our existing structure by developing new channels with new products and new routes to market.

“So, absolutely more of the same that got us to where we are today.

“As for the new normal. Well, it will have its challenges but on the whole, it will be exciting for Mobility Scotland. We have made some significant decisions which will see us streamline and rationalise even more of our products.

“Just about all of our ADL proposition is moving from the showroom to online; footwear is moving to a mail order/signposting system; and our investment in our new appointment system is working

well, allowing us to spend quality time with customers.

“The biggest challenge we see over the next six to 12 months will be adapting to the uncertainties of COVID-19, including the local lockdowns and regional restrictions.

“I am very confident in our ability to adapt though, as we have already made changes to shift patterns, operating hours and product areas.

“Significant growth will come from our stairlift division which is managed as a separate entity. There are also some top personnel that recently moved out of the corporate stairlift world who are supporting and guiding us in our quest for increased market share. To highjack a strapline from Microsoft’s mission statement when they launched their desktop PC, our bold vision is: ‘We want to put a Handicare stairlift on every staircase in every home, in every town in Scotland which needs one’.

“The future is very bright. Not adding more showrooms does not signal a lack of ambition; quite the contrary! Mobility Scotland is big enough to matter but small enough to care and deliver exactly the right level of customer care and service.

As our share of our customers’ mobility wallet grows, so too does our business.” www.mobilityscotlandltd.co.uk

The company has high hopes for its stairlift arm in the near future

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LET’S GET IT CLEAR

Asymmetry: The Good, the Bad and the Ugly None of us is symmetrical – our left side is different from the right.

Our heart is usually left of centre.

Men are asked by tailors “do you dress to the left, sir?” Most of us have one foot larger than the other.

We usually part our hair to one side. And so on.

Asymmetry is a fact of life so why do we set up wheelchairs with the postural support devices in symmetrical positions for dealing with asymmetrical challenges?

Probably because that is how the chairs are delivered from the factory.

The key thing here is to break the mindset that a belt, harness or other postural support device has to be mounted symmetrically. This article considers what the desired outcomes are and challenges conventional symmetrical positioning in achieving some of those outcomes.

Dr ter Haar has been involved in seating and mobility for over 30 years, including lecturing internationally and developing international seating standards.

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LOWER BODY Starting at the pelvis, almost all pelvic positioning belts are mounted symmetrically i.e. the mounting points on the seat rails are each the same distance from the back of the chair to create a straight line across the occupant’s lap.

Whilst this might be fine for many users, there are scenarios where it isn’t. For example, a client with a pelvic ‘windswept’ asymmetry in their posture might find that mounting the belt with offset mounting points can actually help correct or accommodate the asymmetry better.

Starting with the guidance to be found in BS 86251 that indicates when managing a tendency towards a posterior tilt, the belt should be mounted onto the seat rail anterior to the greater trochanters. This means that either side of the belt can still be mounted any required distance along the seat rail, anterior to the position of the greater trochanter on that side. A belt with a swivel buckle could be the best choice here to help with handling the forces around the buckle from the asymmetry, or the use of leg harnesses where there is a different strap attached to either leg (Figure 1), bespoke to the needs of that side of the pelvis.

Another asymmetrical challenge for clients with ‘rotation’ of the pelvis is that this frequently presents in combination with a pelvic obliquity, with the upper

The textbooks like to show us as sitting in symmetrical positions, but in reality, we are all asymmetrical and we spend most of our time sitting asymmetrically. This article reflects on the benefits vs challenges of asymmetry and how we might manage the asymmetries in setting up a wheelchair seating system. We touch on belt and harness, lateral support pad, back support, headrest and even joystick positioning.

Figure 1. A pair of leg harnesses can be used to manage rotational asymmetry at the pelvis

‘forward’ part of the pelvis in anterior pelvic tilt and the lower ‘posterior’ side in posterior tilt.

BS 8625 would suggest the former be addressed with a 4-point belt and the latter with a 2-point belt. The answer is to remove one narrow strap from your 4-point belt, to convert it into a 3-point belt: on the forward raised side of the pelvis, have the wider part of the belt pulling back against the ASIS on that side and fix that part of the belt to the back support uprights.

Have the narrower strap at right angles to come down in front of that side’s greater trochanter to stop the wider strap from riding up. On the side with the removed narrow strap, attach the remaining strap to the seat rail in front of that side’s greater trochanter. Voilà! We have an asymmetrical posture managed by

the part of the cushion on the side supporting the non-propelling leg (Figure 3).

Figure 2. Use of a ‘3-point’ belt to manage rotation with obliquity at the pelvis

an asymmetric belt set up (Figure 2).

Some clients, e.g. affected by a stroke, who wish to propel their wheelchair with their feet can only use one leg. For this asymmetry, the cushion may need to be set up to allow the active foot to be able to reach the floor, while the other leg needs to be fully supported along the thigh while that side’s foot is placed on a single foot support. A simple route to achieving this is to place a simple firm foam wedge (that is half the width of the cushion) under

UPPER BODY Moving up the body, in the article ‘Trunk call: Aligning the upper body’2, I covered the importance of the positioning of lateral trunk supports for managing a scoliotic spine. Where the scoliosis occurs around the thoracic vertebrae, this can be managed by using the rib attached to the peak of the scoliotic curve as a lever to push the relevant vertebra. Please do take care that the support pad is not only pushing on the correct rib but also that the pad is rotated so that it pushes along the rib towards the vertebra (and is not a vertical pad which would displace the rib even further) (Figure 4).

The pads on the other side of the torso will be placed at different heights to the active side: active lateral trunk supports being used to handle a scoliotic spine will be asymmetric.

While managing a scoliotic spine, also consider where the back support shell is placed: if the spine is ‘off centre’ from the pelvis, select a back support where the shell can be positioned off centre (and maybe even rotated to a degree) to accommodate the shape of the spine.

Moving up to the top of the torso, where there is rotation around the shoulder girdle, rather than using a full shoulder harness, a single anterior strap to retract the shoulder on the forward rotated side may be all that is needed to help straighten up the torso (Figure 5).

To accommodate asymmetry at the head, use a head support

Figure 4. Rotation of lateral support needed to apply force along the rib towards the apex of the curvature

‘Let’s Get it Clear’ by Dr Barend ter Haar One in a series of occasional résumés of aspects in the world of posture and mobility where there are common misconceptions, and myths to be addressed, to help promote better practice. Further items can be found at www. beshealthcare.net. If you are interested in receiving further information on the topic, please contact barend@ beshealthcare.net

Figure 3. Set up of a cushion (without cover) to allow one leg to be lower for single foot propelling of a wheelchair

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LET’S GET IT CLEAR mounting system that allows offcentre positioning around the back of the occiput (for such a mounting system, see Figure 6).

Use of a swing-away facial pad mounted to one side of the head rest can also help to position the head, but use your hands first (as with any pads) to find if the client has a tendency to move into a support or a tendency to move away from it (thereby using the client’s reflexes to guide you where to place the pads to achieve your mutual seating aims).

THE GOOD, THE BAD AND THE UGLY Often a seating system is trying to work with an asymmetry that has arisen from the effects of gravity on the body, taking a small distortion and making it worse – the bad and the ugly. The clinician’s responsibility is to try to stop this

happening in the first place, hence the obsession with symmetrical seating. (But, why do we still leave powerchair joysticks at the end of the arm support, encouraging the client to end up leaning to that side, rather than using a swing away arm to allow a midline position when driving?)

Once an asymmetry has developed, then the assessment should consider whether anything can be first done to stop matters getting worse and then, second, seeing if the effects of time, habit and/or gravity can be reversed. It may have taken some years to reach where we are today and so it may also take some years to get back to where you want to be - or indeed it may never be possible so

Figure 6. A head rest mounting system suitable for offcentre pad mounting

can only be accommodated.

However, there are places where asymmetry may be a good thing.

Asymmetry often restricts our degrees of movement – the bad. But when we want to restrict movement, for example with a tendency towards not easily controllable athetoid movements, restricted movement is desirable – the good.

For these clients, creating asymmetries, such as crossing legs or hooking an arm around the back support uprights, can allow enough finer motor control elsewhere to be able to handle a joystick, for example. The seating system should allow this.

Finally, look at your position as you read this article. How symmetrically seated are you and how different is your position from ten minutes ago?

We spend a lot of time moving from one asymmetric posture to another for comfort, for communication, for functionality, for skin tissue health and so on. Are the wheelchairs we supply to our clients allowing them to move around as we do, while managing the good vs the bad of asymmetry?

1.

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Figure 5. Retraction of one shoulder to counteract rotation at the shoulder girdle

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BS 8625:2019 Selection, placement and fixation of flexible postural support devices in seating London: BSI, 2019. https://thiis.co.uk/lets-get-it-cleartrunk-call-aligning-the-upper-body/

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Buyers’ guide to Aids for daily living solutions Dietz TAiMA SGT from Able2

Pedal Exerciser from Drive DeVilbiss Healthcare Designed to enable those with limited mobility to undertake low-impact exercise that is easy on the joints, the Pedal Exerciser from Drive DeVilbiss Healthcare can be used at home or in the office.

The resistance from the pedals, which come complete with toe-straps, can be adjusted to increase or decrease the effort required to suit the user.

Easy to fold away for storage, the Pedal Exerciser boasts an LCD display which shows users the time spent pedalling, as well as gauges calories consumed, cycles or RPM.

Described as one of the lightest and smallest rollators on the market, the TAiMA SGT from Dietz weighs only 5.3kg and has a minimum handle height of 76cm for more petite users.

The clever design provides generous storage, easy-to-use brakes and a comfortable seat. www.able2.eu

Jenny Nightdress from The Able Label Providing attractive clothing designed for more accessible dressing. The Able Label’s shortsleeved, front-opening Jenny Nightdress features a relaxed shape and feminine floral print.

Secure Velcro front fastening removes the need for overhead dressing, making it ideal for independent dressing, assisted dressing and more dignified hospital visits.

www.drivedevilbiss.co.uk www.theablelabel.com

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Each month, discover key products from a different segment of the mobility market to consider offering to customers.

Elasticated Knee Support from Drive DeVilbiss Healthcare The Active Elasticated knee is a mild-level support for everyday and sporting use. Manufactured from a highquality and lightweight fabric, it has the combined benefits of nylon, polyester as well as latex for superior strength, flexibility and comfort to ensure a secure fit.

The Knee Support is firm and effective on weakened muscles and joints, helps prevent injuries and is recommended for mild knee sprains and strains, inflammation/swelling, knee pain relief, soreness and knee bursitis.

A four-way stretch design provides uniform compression around affected areas and a breathable knit ensures that the skin stays dry but warm. www.drivedevilbiss.co.uk

Bestic Dining Companion from Rahana Life

Prima Lift from Gordon Ellis & Co

Bestic is an assistive eating device created by and for people who have impaired arm or hand function.

The cost-effective device is neat, compact and easy to use, enabling individuals to control Bestic’s movements using a switch to suit their specific needs. www.rahanalife.co.uk

Designed to discreetly raise the user’s own toilet seat, the Prima Lift offers a 5cm raise and features a high-gloss finish.

Completely sealed for easy cleaning and extended life, the toilet raiser is also adjustable and can be easily removed for travel or when not needed. www.gordonellisdirect.co.uk

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RETAILERS BUYING GUIDE

Etac Fix from Etac R82 The Etac Fix preparation board gives extra power and precision when preparing food with limited hand mobility.

The clamp easily grips bowls, graters or food. A small plate with spikes holds smaller pieces of food and can be turned downwards if not needed and the board sits firmly on suction feet.

CupCaps from Tenura Tenura CupCaps are designed to be placed on cups, glasses and cans, with a self-sealing eyelet for straw insertion. They make drink containers without lids as spill-proof as possible.

Made from anti-microbial silicone, Tenura CupCaps are durable and washable for multiple uses. www.tenura.co.uk

www.etac.com/uk

Pill Cutter & Crusher from Drive DeVilbiss Healthcare The Drive DeVilbiss Healthcare Pill Cutter & Crusher is a handy three-in-one device which cuts, crushes and stores pills.

Developed to make taking pills easier, either by cutting the pill to make it easier to swallow or by crushing it so it can be dissolved in water, the simple removal of storage compartment enables the container to be used as a drinking cup.

In addition, a secure, hinged lid keeps the blade safely stored away. www.drivedevilbiss.co.uk

Bendable Cutlery Range from Shine International The Bendable Cutlery Range from Shine features large rubber handles for those with limited dexterity.

The knife uses a rocking motion to cut through food whilst the fork and spoons can be bent in either direction for people who have a limited range of movement.

Made from stainless steel, the utensils are dishwater safe up to 70o. For users with a weak grip, a strap can be used to secure the utensil in the palm of the user’s hand. www.shineinternational.co.uk

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DAILY LIVING AIDS FROM SHINE WA-3416 Reflective Cane Holder

HA-4990 Universal Handle Ergonomic design reduces discomfort of holding items with small diameters. Suitable for most standard utensils as well as pens, pencils, tooth brushes, razors etc.

DA-5223 Nail File With two grades of Emery board for filing and shaping nails. Suction cups on the base keep the Nail File firmly in place.

DA-5137 Bracelet Helper Gives you that little extra help to fasten bracelets, watches or jewellery when you need another hand.

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RETAILERS BUYING GUIDE

Firefly 2.5 wheelchair power attachment from John Preston Healthcare The Firefly wheelchair power attachment has been updated and will be available to the UK trade soon through John Preston Healthcare Group. Version 2.5 includes a stand, colour display and upgraded features.

The affordable attachment provides great all-round performance, according to the company, which suggests it could prove a strong addition to mobility dealers’ current portfolios. www.johnpreston.co.uk

Easi-Grip Table Top Nail Clipper from Peta (UK) Designed for those with limited hand function, the Easi-Grip Table Top Nail Clipper is mounted on a plastic non-slip base to eliminate holding the clippers.

The large “soft-feel” finger pad provides increased leverage for easily trimming nails and a file is incorporated for removing any sharp edges. www.peta-uk.com

Wheelchair Coat from Seenin Pivotell Pill Popper from Pivotell The Pivotell Pill Popper is an aid to pop tablets easily and quickly from blister packs.

With some people finding it difficult to push tablets out of their packets, or loading dossettes or pill dispenser trays, the pill popper provides a convenient and more accurate solution.

Designed to ensure comfort in wet weather for wheelchair users, the waterproof Seenin Wheelchair Coat can be worn as a short blouson jacket or full length.

The coat has a foldaway leg section, adjustable cuffs and drawstrings to fit individual chair sizes. With a soft lined hood and centre storage pocket, the coat packs away into itself for easy storage. www.seenin.co.uk

www.pivotell.co.uk

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The new VIP2 is the updated version of the VIP series of folding tilt in space wheelchairs, building on many years of experience of design and development.

As well as 35 degree tilt it now has either fixed or adjustable recline.

It also now comes with an improved headrest design and a deeper seat.

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