THE UK’S NO.1 MAGAZINE FOR THE MOBILITY, ACCESS & INDEPENDENT LIVING TRADE
SEATING SUCCESS UK firm CareFlex celebrates its 30-year milestone SOLUTIONS PROVIDER We Do Mobility opens a new store in Hemel Hempstead
ISSUE 336 SEPTEMBER 2026
THIIS.CO.UK
Charge forward into autumn Get set for the new season with the latest independent living solutions on the market
ACCESS ALL AREAS Expert-recommended bathing and toileting aids
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Welcome! Specialist seating manufacturer CareFlex has every reason to look to the future with confidence having recently celebrated its 30-year milestone. Turn to page 31 to find out more about the firm's latest products as well as its commitment to UK manufacturing. THIIS also chats to an innovative firm at the beginning of its journey in the sector. Find out how Workshop by Bikebook is helping mobility stores and service providers face their complex workflows (p18). We Do Mobility shares its plans for becoming the first-choice destination for customers in Hertfordshire struggling with their mobility (p21). The showroom has been designed to make it as accessible as possible for customers to see and try the latest mobility products. As ever, we welcome hearing from mobility retailers in the sector with any news to share, so do not hesitate to get in touch (contact details to the right). In his latest article, Dr Barend ter Haar from BES Healthcare discusses the importance of respecting cultural differences in the sector (p42), something which might be particularly pertinent for those walking the aisles at Rehacare in Dusseldorf this month. Plus, discover some top bathing and toileting product recommendations in the Retailers’ Choice (p8) and Buyers’ Guide (p48) features. Don’t forget that you can stay up-to-date about the industry with twice-weekly e-mail updates. Sign up now by scanning the QR code below. Enjoy the issue!
Editor
THE UK’S NO.1 MAGAZINE FOR THE MOBILITY, ACCESS & INDEPENDENT LIVING TRADE EDITOR Liane McIvor 07917 784929 liane@thiis.co.uk ADVERTISING Joe Fahy 07384 258 372 joe@bhta.com SUBSCRIPTIONS millie.york@bhta.com STAY UP TO DATE... @wwwthiiscouk THIIS.Magazine thiis-magazine THIIS is produced by the British Healthcare Trades Association. Printed in the UK by Buxton Press Ltd. Designed by Chris Stringer at TypeStart Crest. 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.
Inside... Features
21
14 Insight: Beyond the product 18 Trade Talk: Bike Book 21 Retailer Spotlight: We Do Mobility 31 Supplier Spotlight: Careflex
Regulars
04 News, deals & people 08 Retailers’ Choice: Bathing and toileting 42 Let’s Get It Clear 48 Buyers’ Guide: Bathing and toileting
48
31 thiis.co.uk | From the editor | 3
News, deals & people
A round-up of the key trade stories for business leaders to digest
Postured for success
Beacon of hope Mobility equipment supplier Drive Medical has launched the new Beacon mobility scooter, which combines an extensive travelling range with all-round suspension, adjustable seating and features designed to support comfortable outdoor journeys. The 8mph mobility scooter has been developed to offer a balance of performance, comfort and safety for everyday use and longer trips. It offers a travelling range of up to 30 miles, alongside a 24V 800W motor and 12V 75Ah batteries, and comes with a maximum user weight capacity of 160kg. All-round shock absorbers and large 14-inch pneumatic tyres help provide a smooth and stable ride for users across varied terrain. Its ground clearance is 10cm, while the scooter is capable of tackling a maximum gradient of eight degrees. Comfort and adjustability are also key elements of the Beacon’s design. The rotating seat includes sliding and reclining adjustment, enabling users to alter their seating position, while an easy-to-use control system is complemented by a one-touch hydraulic tiller adjustment.
Medical equipment manufacturer Alerta Medical has unveiled an innovative wheelchair support solution designed to provide optimal postural support and positioning. Its fully adjustable posture support system features anatomically contoured back support which has been engineered to promote precise orientation within the wheelchair, helping users maintain an optimal seated posture while improving comfort throughout the day. It incorporates high-density PU foam side ‘wings’ that can be individually adjusted using a secure touch-and-attach system, mounted onto an ergonomic, non-slip backing.
Vulcan Sport: A new era Roma Medical Aids (RMA) has announced that it has rebranded its sports division, RMA Sport, to Vulcan Sport. Vulcan Sport is expected to bring together the same specialist knowledge, engineering expertise and commitment to creating madeto-measure sports wheelchairs that athletes have come to expect from RMA Sport. The rebrand comes ahead of Vulcan Sport being invited to accompany the England Wheelchair Rugby team to
4 | News, deals & people | thiis.co.uk
the Wheelchair Rugby League World Cup in Australia this October. On its first major outing, Vulcan Sport will be working closely with the players in the tournament, which the brand hopes will help shape the future development of its sports wheelchairs. Martin Coyd, the general manager of the England Squad, last month visited RMA’s HQ (pictured left) as part of the build-up to the tournament and met the technicians and engineers who have made the chairs for the England Squad team.
in brief... REHASENSE UK LAUNCHES PAWS HD
Accessible on-street charging doubles The number of councils in the UK providing on-street electric vehicle (EV) charging for drivers with accessibility needs has doubled in the last 12 months, according to research by Vauxhall, a founding member of the Motability Scheme. Its research revealed that 49 of the 194 councils who responded said they now have on-street charge points that have either been specifically adapted for disabled drivers or conform to the British Standards Institution’s PAS 1899:2022 accessible charging standard. This compares with 24 councils in 2025.
Three quarters of councils still do not provide any chargers that are specifically adapted for drivers with accessibility needs or conform to recognised accessibility standards. The research forms part of Vauxhall’s ongoing Electric Streets of Britain campaign, which aims to support the millions of UK households without access to off-street parking. As more drivers switch to electric vehicles, accessible public charging is expected to play an increasingly important role in ensuring disabled motorists can make the transition with confidence.
Luxury in mobility Dallux Mobility has entered the powered mobility market with the launch of Skye, a powerchair designed to challenge traditional perceptions of what a powerchair should look and feel like. Building on the success of its Nevis and Everest riser recliner ranges, Dallux has taken its ‘luxury in mobility’ philosophy into a completely new category, combining the freedom of powered mobility with the comfort and sophistication of a luxury recliner. Skye has been designed for users who want to maintain their independence without compromising on comfort. Its integrated powered reclining function allows users to adjust their seating position at the touch of a button, while intuitive joystick control provides effortless driving. Behind the powerchair’s distinctive design is an advanced engineering package, including brushless hub motors for smooth and quiet performance and a magnesium-alloy die-cast frame. The seat and driving base can also be separated, adding further versatility to the design.
Rehasense UK has launched the PAWS HD, a high end powered add-on solution for wheelchair users. The PAWS HD version is available with all three of Rehasense’s Power Assisted Wheelchair Systems (PAWS) models – City, Cruiser and Tourer. It features the latest advanced PAWS software for performance and functionality, and it is available with manual clamps, auto clamps and tetra hand controls. For increased range, there is a 15.6ah battery and a hill start assist to provide greater confidence on inclines. The dual hydraulic brake system, off-road tyres, traction control and adaptive cruise control combine to help it perform over various terrains.
EFOLDI’S ENHANCED DEALER PORTAL Mobility specialist eFOLDi has launched an enhanced dealer portal, designed to make it quicker and easier for UK retailers to access the resources they need to sell, demonstrate and support its growing range of lightweight mobility products. The portal has been redesigned around individual products, allowing partners to filter the content and go directly to the most relevant materials for a specific model. It includes a newly organised digital asset library, technical support content, and translated materials for export partners. It also brings together the sales, service and customer support resources dealers use frequently. A dedicated travel and accessibility section provides further practical support, with completed air travel product specification forms, an air travel checklist, public transport guidance and accessible travel videos.
thiis.co.uk | News, deals & people | 5
in brief... WINNCARE ACQUISITION Medical device manufacturer Winncare has acquired Montcalm International, a UK specialist in hospital beds and the exclusive UK distribution partner of Umano Medical. The acquisition represents a milestone in Winncare’s international development strategy and is expected to strengthen its position in the UK healthcare market. Through Montcalm, Winncare gains access to Umano Medical’s portfolio of specialist beds, including bariatric, falls prevention and mental health solutions. TRI-CHAIRS UPDATED Specialist seating manufacturer Tri-Chair has launched two newly updated chairs that have been designed to cut the number of assessments needed down to just one. The Tri-Chairs Two and Three models offer two interchangeable and highly customisable levels of support, enabling clinicians and distributors to identify the right seating solution for end users within a single visit. They are designed to adapt as a person’s condition progresses, or improves. Tri-Chair sought to spare end users the pain and discomfort they experience while waiting for multiple assessments to find the right seating.
Carbon performance Healthcare solutions manufacturer Invacare UK has introduced new carbon active wheelchairs across its Küschall range. Sitting alongside its existing aluminium models, the carbon fibre models give active wheelchair users even greater choice, combining performance with the benefits of advanced carbon fibre technology.. For decades, Küschall has built a name for its responsive handling, energy efficient propulsion and configurability. The new carbon models build on this heritage, delivering the same personalised fit and driving execution while offering the advantages of lightness and strength of carbon fibre. Light to handle, the wheelchairs boast a distinctive woven carbon and high gloss finish for a modern, high-performance look.
Sharing her vision Clare Brophy, the new CEO of stairlift provider TKE Home Solutions, has shared her vision for how her firm will be driving the next wave of transformation in the home mobility sector. Clare exclusively commented to THIIS: “We already have a genuinely strong foundation: a premium portfolio, award-winning designs, and products that are super easy to install and widely appreciated by users because they look stylish rather than medical. “The product set is sector-leading. The next phase is about making sure the rest of the experience matches it. For me, that means building a business that is not only admired for its products but valued for the way it supports dealers and end users. “It means clearer processes, stronger responsiveness, better training, and more consistent aftercare. It means strengthening the proposition for our dealer network and raising standards across the full customer journey.”
New ownership for Kingkraft Accessible bathing and changing equipment firm Kingkraft has been acquired by Dale Campbell and his son Brinley Campbell. The business will continue to trade as Kingkraft from its Sheffield site, with all existing employees, product ranges and customer arrangements in place. Kingkraft has been designing and building height-adjustable baths, shower trolleys and changing equipment for over 40 years. Dale Campbell takes the role of managing director, bringing more than
6 | News, deals & people | thiis.co.uk
25 years in the accessible equipment industry. He and Brinley previously worked together in the family-owned business behind Wealden Rehab and CareSpaces. Brinley Campbell joins as operations director. The new owners plan to invest in product development, quoting and customer support, with the aim of making Kingkraft the most straightforward specialist manufacturer in the sector to work with. The company also intends to bring more young people into its Sheffield workshop over time.
Thomas Harrison, former owner & MD of Kingkraft (left) with Dale Campbell, Kingkraft’s new Managing Director (right)
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THE RETAILERS’
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Bathing and toileting
Wondering which bathing and toileting products are grabbing mobility companies’ attention? This month we asked retailers in the industry to highlight a product that stands out for them…
Aston Shower Commode by Drive Medical When showering or using the toilet has become more difficult, having the right equipment can make a real difference. The two -in-one Drive Medical Aston Shower Commode is designed to make everyday personal care a little easier, while still being comfortable and straightforward to use. It has a few options and is one of the best shower commodes on the market. “It has a comfortable moulded polyurethane seat, back and armrests, all of which are water-resistant and easy to wipe clean. It has a rust-proof aluminium frame, simple e-clip height adjustment to suit different toilet/
user heights and angle adjustable footplates which can be swung out of the way or removed altogether. The armrests flip up too, making transfers in and out of the chair easier. “It comes supplied with a fivelitre bucket with lid, which is easily removable by sliding from the rear of the seat. “The Aston has different options available and has an accessory which converts a transit to a self propelled commode. Another option has a thicker and softer seat for added comfort. There is also a bariatric option supporting up to 260kg.
“The four large braked castors make it easy to move across different floor surfaces, while the brakes can be locked to keep the chair safely in position.” Karen Sheppard Managing Director of People First Mobility peoplefirst mobility.com
Bath Stool with Rotating Seat by Drive Medical “We are finding customers are looking for something more compact for their wet room or walk-in shower these days and the one that stands out is the Bath Stool with Rotating Seat. “One of the great features of this stool is that it has a swivel seat to enable the user to turn more easily. The swivel seat section can also be removed to allow you to clean underneath it. “It is easy to adjust the height of the stool with simple push-buttons meaning no tools required. It comes with non-slip, non-marking feet.
8 | Retailers’ choice | thiis.co.uk
“We also have customers who purchase this stool to use for holidays as it can be flat packed making it easier to store in luggage. Customers also like it for use in motorhomes and caravans due to its compactness. “It takes a maximum user weight of 135kg and is only 2kg in weight to lift making it really lightweight. “As far as a basic lightweight shower stool goes, this one ticks all the boxes for our customers and is one of our best selling products in our showroom.”
Laura Hays Director of Thistle Help www.thistle help.co.uk
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FoldEASY Toilet Frame Surround by Able2 “The FoldEASY Toilet Frame Surround is a practical and reliable toileting aid designed to provide extra support and confidence for people who find it difficult to sit down or stand up from the toilet. Its sturdy steel frame offers a stable handhold on both sides, helping to improve safety and reduce the effort required during transfers. “The frame is height-adjustable, allowing it to be set to a comfortable position for different users and to suit most standard toilets. The ergonomically designed hand grips provide a secure and comfortable hold, while the wide base helps ensure stability during everyday use. “One of the key features of the FoldEASY Toilet Frame Surround is its folding design. The frame can be folded flat in seconds, making it easy to store when not in use or transport
between locations. This makes it an excellent choice for homes where space is limited or for users who require a portable support solution. “It is simple to assemble without the need for specialist tools and is suitable for use in the home, care homes, or temporary rehabilitation settings. Its durable construction and easy-to-clean finish make it a practical choice for maintaining hygiene and longterm reliability. “Highly recommended by Ability Plus, the FoldEASY Toilet Frame Surround offers a straightforward, dependable solution for improving safety and independence in the bathroom. It combines stability, convenience and ease of use, helping users feel more confident during everyday toileting while supporting independent living.”
Graham Johnson Managing Director at Ability Plus ability-plus. co.uk
reliable and robust toilet replacement that any trained plumber or engineer can install. It is backed up by a great team at Closomat that offer training and spares, should they be required. “They also deliver CPD training in the wider issues around disability and toileting that brings context to the problems that are overcome.”
Alastair Gibbs Managing Director at TPG DisableAids tpgdisableaids. co.uk
Palma Vita Wash & Dry Toilet by Closomat “Whilst we install a lot of stairlifts we need to consider what happens when you have got your client safely upstairs. Their level of ability would suggest they may need help bathing, getting in and out of bed, and specifically toileting. “To be able to preserve some level of independence in this very basic of human functions can not be underestimated in the mental wellbeing of the client. To be able to toilet and clean yourself in private is something all able bodied people do pretty much every day of their life. To have to ask for personal assistance in this very private function is a big step in personal dignity. “This is where the Closomat Palma Vita can help in gently washing and then drying to help those with mobility issues to retain that personal independence. “The product itself is an extremely
10 | Retailers’ choice | thiis.co.uk
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Rotating Padded Shower Seat by Drive Medical “If standing for long periods or getting in and out of the bath has become a challenge for customers, the Rotating Padded Shower Seat can make a difference. “Designed with comfort and independence in mind, this freestanding shower stool provides a safe, stable place to sit while showering. The padded rotating seat allows the user to turn with ease, reducing awkward twisting and making every day washing much more comfortable. “The stool features non-slip, nomarking feet for extra stability, giving the user added confidence on wet bathroom floors. Adjustable legs let the user set the perfect height, while
the handy removable storage tray keeps toiletries within easy reach. “Cleaning is as simple as using it. The seat lifts off easily, and the smooth surfaces can be wiped down quickly, helping to keep the user's shower stool fresh and hygienic. “Whether the user is recovering from surgery, managing reduced mobility, or simply looking for extra
support, the Rotating Padded Shower Seat offers a practical solution to stay safe, comfortable, and independent.”
Connie Downie Franchise & Marketing Assistant at Ableworld ableworld.co.uk
StayPut Anti-Slip Bath Mat by Able2 “The StayPut Anti-Slip Bath Mat is a simple yet highly effective bathroom safety aid that continues to be a popular choice with our customers. This bath mat is designed to provide a more secure footing in the bath, helping reduce the risk of slips and falls, and giving users greater confidence and independence during bathing. “Measuring 43 x 90cm, the mat offers generous coverage across the base of most standard baths. Its strong suction cups hold it firmly in place on smooth bath surfaces, while the textured upper surface provides excellent grip underfoot. “The clean white finish blends discreetly into almost any bathroom, making it suitable for users who want practical safety without compromising on appearance. The bath mat is also available in a striking blue. “From a retailer's perspective, the StayPut Bath Mat is an easy product
12 | Retailers’ choice | thiis.co.uk
to recommend. It appeals to a broad customer base, including older adults, people recovering from injury or surgery, and anyone looking to make their bathroom safer. It is also an affordable purchase, making it an attractive add-on sale alongside other bathing aids such as bath boards, grab rails and bath seats. “The mat is easy to install, simple to remove for cleaning, and requires no tools or permanent fixtures. This
combination of practicality, value and reliability has helped make it a consistent best-seller within the bathing aids category.”
Julia Phipps Director of The Ability Superstore www.ability superstore.com
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Beyond the product The way customers experience a retailer before, during and after a sale is becoming increasingly important… There is a lot to be positive about in the future of mobility retail. An ageing population, greater awareness of independent living solutions and continued demand for products that help people remain active and independent all point towards long-term opportunity. But opportunity and business growth are not the same thing. Customers have changed too. They can research products before making contact, compare prices within minutes and read reviews from people they have never met. By the time somebody telephones a retailer or visits a showroom, they may already have looked at several suppliers and formed an opinion about what they need. Good products still matter. Product knowledge matters. A strong reputation matters. But when customers can find similar-looking products in several places, those things alone become harder to use as a point of difference. The question, therefore, is not simply what you sell, it is increasingly about what it feels like to buy from you. A customer choosing a mobility scooter is not simply comparing motors, batteries and seat widths. Behind the purchase there is usually an outcome that matters much more. The equipment is important because of what it enables. That distinction matters commercially. An online competitor can display a specification and a price. What is much harder to reproduce is the reassurance that comes from a knowledgeable conversation, a sensible assessment and advice that feels genuinely appropriate to the customer. For an independent retailer, trying to compete with every online seller or national operator on price alone is unlikely to be a winning strategy. The
14 | Insight | thiis.co.uk
stronger opportunity is to become exceptionally good at the things that are difficult for those competitors to copy. INFLUENCING TRUST The idea of the Experience Economy has been discussed for years, but in mobility retail there is a practical version of it. The experience is not an added extra. It can become part of the value of the product. Think about a customer making contact for the first time. How easy was it to understand the website? Could they quickly work out whether the business could help them? If they sent an enquiry, did somebody respond while the need was still fresh in their mind? When they called, did they reach somebody who sounded interested in the problem they were trying to solve? None of those things involve the product, yet the customer is already deciding what kind of business they are dealing with. There is a considerable difference between beginning a conversation with, “Which scooter were you looking at?” and beginning by understanding where the customer wants to go, how they expect to use it, whether it needs to fit into a vehicle, where it will be stored and what they are finding difficult at the moment. One approach begins with stock. The other begins with the customer. That may sound like a small distinction, but it influences trust, the quality of the recommendation and the likelihood that the customer feels confident enough to buy. THE PURPLE POUND The spending power of disabled people and their households should
also encourage retailers to think about accessibility in a wider way. Most businesses in the mobility sector naturally understand physical access, but the customer experience now extends well beyond whether somebody can enter the showroom. Accessibility can also mean ensuring that website content is straightforward to read, allowing a relative to join an assessment remotely, providing information in a format the customer can use comfortably or making paperwork less complicated than it needs to be. It can also be as simple as not forcing customers to repeatedly explain the same situation. A customer who has already described their requirements to one member of staff should not have to start from the beginning when they speak to somebody else two days later. Retailers need to look at where they we making the customer work harder than necessary. Every unnecessary phone call, repeated piece of information, unexplained delay or confusing process adds friction. Remove enough of that friction and the business becomes easier to deal with. That benefits customers with accessibility needs, but it usually benefits everybody else as well.
Mike Glynn is a retail consultant for the mobility industry. For advice, contact Mike on 01256 213020 or email info@mgretailconsulting.co.uk
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LESS TO LIFT. QUICK TO FOLD. MORE TO OFFER. The N Fold has been a firm favourite since the moment it launched. Its unique, effortless one-click folding mechanism means it can be opened or closed in seconds. Why dealers and customers love the N Fold: •
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Weight 15kg | 9-mile range | 125kg capacity
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Brighten your day
Bikebook co-founders Jake Fieldsend and Ryan Elson
Powering the future of service Workshop by Bikebook is officially expanding beyond traditional cycle workshops into the broader mobility sector Workshop by Bikebook is helping mobility stores and service providers face an increasingly complex workflow. The platform can assist with the tracking of intricate electrical diagnostics, managing battery inventory, handling mobile technician dispatching, and maintaining clear communication with customers who depend heavily on their mobility devices. The Workshop by Bikebook platform has been built to streamline workshop operations, eliminate administrative headaches, and elevate the customer experience. Ryan Elson, who co-founded Bikebook with Jake Fieldsend, explains to THIIS why the mobility
18 | Trade talk | thiis.co.uk
sector needs a purpose-built workshop system… CAN YOU TELL US A BIT ABOUT HOW BIKEBOOK CAME TO BE ESTABLISHED? “Bikebook was founded in 2021, driven by a passion for cycling and technology. The team initially established Bikebook as an online directory and booking marketplace to connect cyclists directly with local mechanics. “After seeing how independent repair shops struggled with outdated paperwork and generic software, they developed Workshop – a specialised management platform designed specifically around workshop and repair workflows.”
AT WHAT POINT DID YOU DECIDE TO BRANCH INTO MOBILITY PRODUCTS, AND WHAT WAS THE REASON FOR THIS? “After establishing its platform in the cycling sector, Workshop realised that mobility retailers shared the exact same operational pain points, often with even greater complexity. “Mobility businesses manage complex repairs for scooters, powerchairs, stairlifts, and rise-andrecline chairs, often split between physical store workshops and mobile field engineers. “Workshop expanded into the mobility sector to solve these specific challenges – providing mobility retailers with a tool to schedule field
“As mobility equipment becomes more technologically advanced… having detailed digital service histories is critical” call-outs, manage inventory, track job histories, and automate annual safety inspections.” HOW DOES THE SERVICE WORK FOR THE MOBILITY RETAILER? “First, a repair or servicing call-out is logged into the platform with customer details, equipment serial numbers, and reported faults. “Jobs are allocated to in-store mechanics or scheduled for mobile field engineers. “Engineers inspect the equipment and generate digital job sheets or quotes sent
directly to customers/caregivers via SMS or email for one-click approval. “Required parts are deducted from live inventory, work is completed, and instant invoices are generated. “The system automatically schedules and triggers future maintenance reminders when annual safety checks or battery servicing are due. “There are a few key benefits. These include centralised field and store control, as it manages mobile technicians and store workshops in one place. “It offers recurring income, with automated reminders bringing customers back for regular annual servicing, and operational afficiency by reducing admin time, eliminating paper job sheets, and tracking engineer productivity. “The customer also has peace of mind with transparent SMS/email updates keeping end-users and family members informed throughout the repair.” WHAT KIND OF RESPONSE HAVE YOU HAD FROM RETAILERS? “The response from mobility retailers has been exceptionally positive, with businesses highlighting immediate improvements in efficiency, communication, and billable work. “As Stephan Holland, owner of Parkgate Mobility, shared: "This system doesn’t just log jobs. It controls workflow,
billing, engineer productivity, recurring income and operational efficiency, all in one place. It has turned our workshop and field team into a measurable, organised profit engine.”" WHY ARE DETAILED DIGITAL SERVICE HISTORIES CRITICAL IN THE SECTOR? “As mobility equipment becomes more technologically advanced – with specialised batteries, diagnostics, and power systems – having detailed digital service histories is critical. “Workshop helps mobility retailers protect themselves with clear audit trails for warranty claims, liability management, and compliance, while simultaneously modernising the customer experience to drive repeat business.” HOW CAN RETAILERS FIND OUT MORE? “Mobility retailers looking to learn more, or request a platform demo can reach out to Jake Fieldsend and Ryan Elson. Visit https://bikebook.co.uk/workshop/ book-demo or e-mail: support@ bikebook.co.uk.” www.bikebook.co.uk/workshop/ markets/mobility
thiis.co.uk | Trade talk | 19
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The shopfront of Hart2Hart Mobility
Bringing the personal touch We Do Mobility has plans to be the first-choice destination for customers in Hemel Hempstead struggling with their mobility… Independent mobility retailer We Do Mobility has opened its new showroom in Hemel Hempstead, bringing a wide range of mobility and independent living products and services to residents across town and its surrounding areas. The showroom boasts a wide selection of mobility scooters, power chairs, wheelchairs, rollators and walking aids, as well as riser recliner chairs and smaller daily living and personal care products. Tracey Jones, General Manager at We Do Mobility, is really pleased with how the Hemel Hempstead showroom has come together. “It’s a good-sized showroom that has allowed us to create dedicated areas for the different types of mobility equipment we offer, while still keeping everything open, accessible and easy to browse.”
What makes the store stand out is its hands-on, people-first approach, Tracey says. Rather than simply selling products off the shelf, staff take time to understand each customer's individual situation and find the right solution for them. “One of the most important things for us is giving people the opportunity to actually see and try products before making a decision,” Tracey comments. “Mobility equipment can make an enormous difference to somebody’s independence, so we don't believe it
should simply be a case of choosing something from a photograph online.” A dedicated testing area in the showroom is for exactly that purpose, and ongoing aftercare, servicing, repairs and maintenance support are all part of the offering too. LOCATION, LOCATION, LOCATION The Hemel Hempstead showroom is We Do Mobility’s second location, in addition to another showroom in Beaconsfield. The expansion comes
“One of the most important things is giving people the opportunity to see and try products before making a decision” thiis.co.uk | Retailer spotlight | 21
“The town centre location means customers aren't having to travel to an industrial estate or somewhere out of the way”
The showroom is situated in The Marlowes Shopping Centre, in the heart of Hemel Hempstead town centre
off the back of growing demand for accessible, local mobility services across Hertfordshire. Tracey adds: “We already had customers travelling to us from Hertfordshire at our Beaconsfield showroom, so opening in Hemel meant we could bring our products and services much closer to them. “It also gives us a strong base from which to serve Hemel Hempstead and the surrounding communities, while our Beaconsfield showroom continues to serve customers across Buckinghamshire and the surrounding area. “We want to be a genuinely local mobility company, rather than a faceless national retailer, and having physical showrooms is an important part of that.” The showroom is situated in The Marlowes Shopping Centre, right in the heart of Hemel Hempstead town centre.
22 | Retailer Spotlight | thiis.co.uk
As a location, Tracey says, it is ideal because it is accessible and puts the business somewhere people are already visiting as part of their everyday lives. “For a mobility business, accessibility is obviously incredibly important,” says Tracey. “There is parking nearby and the town centre location also means customers aren't having to travel to an industrial estate or somewhere out of the way just to look at mobility equipment. We wanted the showroom to feel welcoming and convenient.” Rather than having a large ceremonial opening, We Do Mobility focused on getting the doors open and becoming part of the local community as quickly as possible. The response from customers since has been very positive. Tracey adds: “Since opening, we've been really encouraged by the response from local people and by the number of customers who have simply come in to have a
look, ask for advice or find out what options might be available to them. “For us, that ongoing relationship with the community is more important than one big opening day. We want people to know that they can pop in, have a chat and ask questions without feeling under any pressure to buy something.” The personal approach that We Do Mobility offers is really important, explains Tracey, who plays a key role in the day-to-day running of the business and ensuring that customers receive an excellent level of service. “Quite often somebody comes through the door knowing that their mobility has changed, but not necessarily knowing what product they need. Our job is to listen first and then help them find the right solution.” Tracey is also supported by showroom specialist Michelle, who works directly with customers, helping
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them to understand the different products available and finding solutions that suit their individual circumstances. We Do Mobility’s immediate priority is to establish Hemel Hempstead as a trusted local mobility showroom and continue growing its customer base in the region. Longer term, the business is open to looking at opportunities for further physical locations where the demographics and local community make sense and there is a genuine need for the type of service that it provides. Tracey says: “We don't want to expand simply for the sake of having more shops. Any future showroom has to be in the right location and allow us to maintain the personal, local service that We Do Mobility is built around. “People value being able to speak to somebody knowledgeable, trying several products and knowing that there is a local business there to support them afterwards.” SUPPLIER RELATIONSHIPS We Do Mobility works with a range of established mobility manufacturers and distributors, including companies such as Motion Healthcare, Electric Mobility, Pride Mobility, Kymco, Drive DeVilbiss and Van Os Medical. A successful supplier relationship isn't simply about the purchase price,
Tracey Jones, General Manager at We Do Mobility
Tracey says. “Product quality, parts availability, technical support and an after-sales service are hugely important. When you're supplying somebody with equipment they may depend on every day, you need confidence that the manufacturer or supplier will support both you and the customer if something goes wrong. “Good communication and a longterm approach are therefore much more valuable to us than simply finding the cheapest product.” Folding and lightweight mobility products are particularly popular with customers at the moment, Tracey says, with customers increasingly wanting products that give them independence but don't dictate their lifestyle. Lightweight folding scooters and power chairs that can be transported in a car are a good example of that. The business has also seen strong demand for carbon-fibre products, particularly rollators and lightweight mobility equipment. “Customers appreciate how much easier these products are to lift and transport, and the technology and design of mobility products has improved enormously,” Tracey says. “People increasingly want something that is practical but also modern and attractive.” We Do Mobility doesn’t want its relationship with a customer to end
when they have sold them a product, Tracey emphasises. The business provides servicing and repairs for mobility scooters, power chairs and other equipment, and it offers dedicated technical support within the business to deal with collections, deliveries, servicing and repairs. Tracey explains: “Wherever possible, we try to resolve problems quickly because we understand that for many customers their mobility equipment isn't a luxury – it's something they rely upon to maintain their independence.” COMMUNITY PRESENCE Becoming part of the local community is a major focus for the team at We Do Mobility, with its team working with, and reaching out, to local care organisations, care homes and other groups supporting
“People value being able to speak to somebody knowledgeable” 24 | Retailer spotlight | thiis.co.uk
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Riser recliner chairs at the showroom
older and less-mobile people, to provide advice about mobility equipment. The retailer also offers home demonstrations for people who find it difficult to visit the showroom. This allows customers to try a scooter, wheelchair or rollator in their own environment rather than having to make a decision based solely on what works inside a shop. Tracey explains: “Ultimately, we want local people to see us as somewhere they can come for honest mobility advice, whether they're ready to buy something or simply trying to understand the options available.” There will always be a place for buying products online, but Tracey emphases that mobility equipment is quite different from buying an ordinary consumer product. “One of the biggest challenges is the growth of online-only retail and the increasing focus on price rather than suitability and after scales support. “Two scooters that look very similar on a website can behave completely differently in the real world. A customer's weight, strength, dexterity, where they live, the terrain they travel over and even the size of their car can all affect which product is suitable.” The challenge for independent mobility retailers, Tracey says, is demonstrating the value of professional advice, proper product demonstrations and ongoing support while still remaining competitive on price. “We think the independent sector has an incredibly important role to
26 | Retailer spotlight | thiis.co.uk
A dedicated testing area
play because getting the right mobility product can genuinely transform someone's quality of life, whereas getting the wrong one can leave them less independent than they were hoping to be.” For now, We Do Mobility’s focus is on developing as a trusted local mobility business. The retailer plans to continue expanding the range of solutions that it offers customers and developing its home demonstration and aftersales services. It is also looking to
strengthen its relationships with local care providers and community organisations, and continue improving its website so customers can research products before coming into one of its showrooms. Tracey adds: “Ultimately, our ambition is quite simple: when somebody in one of the communities we serve starts to struggle with their mobility, we want We Do Mobility to be the first place they think of.” wedomobility.co.uk
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CareFlex is a specialist in paediatric seating
Delivering on solutions
Having recently celebrated its 30-year milestone, specialist seating manufacturer CareFlex is looking to the future with confidence…
Since 1995, CareFlex has been designing and manufacturing specialist seating solutions in the UK, with a focus on improving lives through products that balance comfort, posture management, pressure relief, and independence. THIIS talks to Craig Downton, Sales & Marketing Director at CareFlex, about the firm’s commitment to UK manufacturing and its latest product hitting the UK market… PLEASE CAN YOU TELL US A LITTLE BIT ABOUT YOUR STORY WITH CAREFLEX? “I joined CareFlex in April 2018, so I recently celebrated eight years with the business. It has been an incredibly rewarding journey, particularly because CareFlex is an organisation where what we do can have a very real impact on somebody's quality of life.
“As sales and marketing director, my role is ultimately about people. I want to ensure that our customers and trade partners receive the very best possible experience from CareFlex, but I am equally passionate about the experience of the people within my own team. I want them to feel valued, fulfilled, challenged and inspired by what they do. “As a director of the business, I also have a wider responsibility. For me, sustainable commercial success comes from creating a culture of excellence, where people care about the quality of our products, the service we provide and the difference we make. “That focus on people is something I believe is genuinely embedded within CareFlex. Our ‘Investors in People’ gold accreditation and ‘Great Place to Work’ certification are external recognition of the culture we have worked hard to create.”
Craig Downton
WHO ARE THE OTHER KEY PEOPLE HEADING UP CAREFLEX? “Jon Riglar is our managing director and has 16 years' experience within the medical devices industry. He has led CareFlex through a significant period of growth and is passionate about ensuring that we remain an ethical, trusted partner that delivers highquality products and services. “We have also strengthened our commercial team this year with the appointment of Scott Wheeler as sales manager. Scott brings more than 11 years' experience in specialist seating and postural care, including assessment-led seating, team leadership and customer-focused service. “More broadly, I think one of CareFlex's strengths is that there is considerable expertise across
thiis.co.uk | Supplier spotlight | 31
manufacturing, engineering, product development, quality, customer service and our clinical and commercial teams. Specialist seating requires all of those disciplines to work together.” CAN YOU TELL US A BIT ABOUT HOW CAREFLEX CAME TO BE ESTABLISHED? “CareFlex as we know it today dates back to 1995, although our story actually begins a little earlier. The WaterComfort Company was established in 1991 and developed the fluid-based technology that became CareFlex WaterCell Technology. In 1995, the business was acquired by the Piercey family and became part of the CliniMed Group. “Since then, there has been continuous evolution. The HydroTilt arrived in 1998, followed by the HydroFlex in 2008, HydroCare in 2010, SmartSeatPro in 2015, MultiAdjust in 2021 and SmartSeatPro II in 2022. More recently we have accelerated new product development with products including the MultiAdjust Advance and AlphaCare, followed by the enhanced AlphaCare II. “What has remained consistent throughout that development is our purpose. We specialise in seating that balances comfort, postural
management, pressure care and independence, and we recognise that every individual presents differently.” CAN YOU TELL US HOW THE FIRM CELEBRATED ITS 30-YEAR MILESTONE? “We wanted our 30th anniversary to be primarily about the people who had helped CareFlex reach that milestone. “The whole team came together for a special trip to London. We experienced the London Eye, enjoyed a team dinner and Moulin Rouge The Musical in the West End, and followed that with a London bus tour and lunch the next day. It was a fantastic opportunity to spend time together away from the day-to-day business. “For me, the most important part was the sentiment behind it. Thirty years is a significant achievement for any business, and it was an opportunity to recognise the commitment of our employees, customers, partners and suppliers who have been part of that journey. “It was also very much about looking forward. CareFlex marked its 30th anniversary in 2025 as a business that had grown from a small team into an established specialist seating manufacturer, while continuing to manufacture here in Devon.”
The CareFlex team visited the London Eye as part of their 30-year anniversary celebrations
32 | Retailer spotlight | thiis.co.uk
“Retaining that manufacturing capability in the UK is something we are extremely proud of” WHAT DO YOU THINK MAKES THE FIRM STAND OUT IN THE MARKETPLACE? “Several things genuinely differentiate CareFlex. First, we start with the individual rather than the chair. Specialist seating is inherently personal. Two people with the same diagnosis can have very different postural, pressure, functional and environmental needs. That is why our chairs are highly configurable and why CareFlex has developed over 18,000 tailored solutions, ranging from relatively simple modifications through to significant structural adaptations. “Second, is quality. We manufacture products that are designed to remain in service for many years. Most of our specialist seating carries a lifetime warranty on the steel frame, and our modular approach means individual components can often be serviced, replaced or reconfigured rather than replacing an entire chair. “Third, is our clinical heritage. WaterCell Technology has been part of the CareFlex story from its earliest days and remains an important pressure care technology within our range. “We have also invested significantly in clinical education. We provide free training, study days, webinars and practical product training because appropriate specialist seating depends on good assessment, clinical reasoning and correct set-up. “And finally, there is our culture. We
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care enormously about getting things right. That applies to the individual sitting in the chair, the clinician prescribing it, the retailer representing CareFlex and the people working within our own organisation. “For me, that combination of people, clinical understanding, British manufacturing, quality, adaptability and service is what makes CareFlex different.” DOES CAREFLEX DESIGN AND MANUFACTURE ALL OF ITS PRODUCTS IN DEVON? “Our core specialist seating is designed and manufactured from our base in Devon, and retaining that manufacturing capability in the UK is something we are extremely proud of. Every chair is made to order by a skilled manufacturing team using precision technology, with a strong emphasis on quality throughout the production process. “There are significant advantages to having our product development, manufacturing and commercial teams working so closely together. Feedback from a clinician, customer, retailer or assessor can move quickly back into the business. Our engineers and product development team can look at a challenge, explore potential solutions and, where appropriate, turn that insight into a product improvement or tailored solution. It also gives us greater control over quality, access to spare parts, servicing and aftercare. “There is another element that matters to us. We are investing in skilled jobs, knowledge and manufacturing capability here in Devon.” DOES THE FIRM HAVE ANY SUSTAINABILITY INITIATIVES IN PLACE? “Sustainability is becoming an increasingly important part of how we operate, and we have made a formal commitment to achieving net zero emissions by 2050. Our environmental policy commits us to reducing waste, improving resource efficiency, minimising energy and water consumption, and continually improving our environmental performance. “A significant milestone for CareFlex has been achieving ISO 14001 Environmental Management certification. This sits alongside our established ISO 9001 Quality
34 | Supplier spotlight | thiis.co.uk
Mel Stride, MP for Central Devon, visits the CareFlex headquarters in Newton Abbot.
“We start with the individual rather than the chair. Specialist seating is inherently personal” Management certification and demonstrates that environmental management is now embedded within a recognised and independently assessed management system. “For us, sustainability also extends to how we design and manufacture our products. Many CareFlex chairs are modular, repairable and reconfigurable. Components can be replaced and chairs can often be adapted for another individual rather than replacing the complete product. By extending the useful life of our seating, we can reduce waste and the demand for unnecessary new manufacturing. “We have also invested in reusable stillages to transport components between suppliers and our Devon factory, helping to reduce single-use packaging such as cardboard and polythene. We work closely with our supply chain
CareFlex has invested in skilled employment and manufacturing
and waste partners to identify further opportunities to reduce environmental impact and increase recycling.” CAN YOU TELL US ABOUT THE LATEST PRODUCT THAT CAREFLEX IS LAUNCHING? ““The major launch for us this September is the new EasiTilt, and I am incredibly excited about its potential. “There are individuals for whom a conventional armchair or rise and recline chair no longer provides sufficient postural support, but whose
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The new EasiTilt supportive care chair
needs do not necessarily require one of our more complex specialist seating systems. The EasiTilt has been designed specifically for that point in the seating journey. “It is a supportive care chair for individuals who are beginning to experience difficulty maintaining a stable sitting posture. Tilt-in-space is at the heart of the chair, allowing the whole seating system to tilt while maintaining body alignment. The chair also offers adjustable seat width and depth, five back options, an elevating and negative-angle leg rest, an angleadjustable flip-up footplate, removable transfer-assist arms, pressure redistributing Reflexion foam and manual or motorised operation. “There is also a comprehensive accessory programme which allows the EasiTilt to be configured around individual clinical and functional requirements. “For our retail partners it provides a logical next step for customers whose needs are progressing beyond conventional seating.”
adjustable, tool-free and available with manual or motorised controls. “The SmartSeatPro II sits towards the complex end of our range. It is a highly configurable modular seating system for children through to adults and is particularly useful where postural asymmetries need to be stabilised, accommodated or, where possible, corrected. Its multi-adjustable back and head system gives clinicians significant control from the pelvis through the spine to the head, alongside tilt-inspace and back angle recline. “The AlphaCare II offers something very different. It was developed with a strong emphasis on safety and stability for adults experiencing postural instability and significant movements. Its linked seat and back recline, contoured back, supportive curved arms, EasySecure block leg rest and pressure redistributing Reflexion foam create a robust but comfortable seating solution.” HAS CAREFLEX NEEDED TO UPDATE OR ADAPT ANY OF ITS EXISTING PRODUCTS? “Constantly. I would actually describe continuous improvement as an important part of the CareFlex culture. “We spend a great deal of time listening to healthcare professionals, individuals, carers, retailers, assessors and our own engineers. A product should not become static simply because it has successfully launched. “A good recent example is our growing range of adaptive accessories. We have introduced a new Flip Down Pommel for both small and medium
MultiAdjust and SmartSeatPro II chairs. The quick-release design allows the pommel to move out of the way to support transfers and independence, while a rotational function allows it to accommodate more complex lowerlimb positions. Importantly, it has been designed so that retrofitting to existing compatible chairs is straightforward. “We have also continued to develop additional postural support options across the range, including enhanced lateral and head support solutions. “The AlphaCare II itself is another example. User feedback and ongoing research and development led to additional sizing and more durable upholstery options. “Sometimes innovation means launching an entirely new chair. Sometimes the better answer is an accessory or modification that makes an existing chair more adaptable and useful.” IS CAREFLEX LOOKING TO EXPAND ITS RETAILER NETWORK? “Yes, very much so. We are actively looking to develop our retail partner network across the UK, and the EasiTilt creates an exciting opportunity for us to do that. “We believe there is a natural place for EasiTilt within progressive mobility and healthcare retailers. Retailers are often already supporting customers with rise and recline seating, mobility equipment and independent living products. "The EasiTilt allows them to support customers whose seating requirements
WHAT ARE THE BESTSELLING PRODUCTS IN THE CAREFLEX RANGE? “Three products demonstrate particularly well the breadth of our range. The MultiAdjust Advance is an enhanced version of our popular MultiAdjust and is designed for moderate to more complex postural requirements. "It combines tilt-in-space, back angle recline and WaterCell technology with an articulating head section and a choice of back support. It remains highly
36 | Supplier spotlight | thiis.co.uk
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are becoming more challenging and who need greater postural support. “We would be delighted to hear from established retailers throughout the UK who are interested in adding specialist seating to their offering or expanding what they already provide. “What matters to us is finding partners who share our approach to customer care. We are protective of the CareFlex name because the quality of the assessment, advice, set-up and aftercare is as important to us as the product itself.” HOW DOES CAREFLEX SUPPORT ITS RETAIL PARTNERS? “We want a CareFlex retailer to feel that they have an entire organisation behind them, rather than simply being supplied with a product and a price list. “That starts with training. We provide product training and clinical education so that partners understand how our chairs work, the needs they are designed to address and when specialist seating should be considered. Our wider training programme is clinician-led and combines theory with practical learning, while our product training covers adjustment, accessories, re-issue, servicing and aftercare. “Commercially, we can support partners with preferential demonstration stock arrangements and appropriate trade pricing, alongside a dedicated account management relationship. “From a marketing perspective, we provide professional product literature, imagery, digital assets, clinical information, case studies and campaign materials that retailers can use to communicate the products effectively to their own customers. We are also very happy to work collaboratively
38 | Supplier spotlight | thiis.co.uk
with partners on local campaigns, demonstrations, training events and customer engagement. “Then there is ongoing technical and aftersales support. We have a large library of user guides and resources, spare parts support and the ability to service, repair and reconfigure CareFlex products. If a retailer invests in CareFlex, we want to help them become confident, knowledgeable and commercially successful with the range.” CAN YOU ADVISE HOW RETAILERS CAN FIND OUT MORE ABOUT BECOMING A PARTNER? “I would be delighted to speak with any retailer who is interested in discussing the opportunity. I can be contacted on 07889 227371 or via e-mail at craig.downton@careflex.co.uk. “Retailers can contact me for an initial conversation, and from there we can arrange a demonstration, discuss the commercial opportunity and look at the training and support they would need.” WHAT DOES THE REST OF 2026 LOOK LIKE FOR CAREFLEX? “The EasiTilt will be a major focus for us through the remainder of 2026. We have spent a considerable amount of time developing the product, the clinical rationale and the support materials around it, and now our priority is to work closely with clinicians, care providers and retail partners to establish it successfully in the market. “Education will also continue to be a major part of our activity. We have three free clinical webinars coming up: Older Adult Seating in Practice: Posture, Pressure and Falls Risk ( 10th
“That combination of people, clinical understanding, British manufacturing, quality, adaptability and service is what makes CareFlex different” September); Paediatric Seating in Practice: Engagement and Development (29th October); and Adult Seating in Practice: Participation, Independence and Daily Function (19th November). “Alongside the webinars, we have specialist seating and postural management study days scheduled in Manchester (22nd September), Sheffield ( 23rd September), Bedford (7th October) and Bristol (14th October). These are practical educational events designed to build healthcare professionals' knowledge and confidence around assessment and seating prescription. “For me, the remainder of 2026 is less about trying to launch lots of different things and more about executing well. We want to make EasiTilt a success, grow our retail partnerships, continue developing our clinical education offer and keep improving the products and service that already make CareFlex successful. “There is a lot happening, but the underlying objective remains very simple: to keep improving the experience and outcomes we provide for individuals, healthcare professionals and our partners.” www.careflex.co.uk
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Best behaviour: Respecting cultural differences As we meet suppliers or customers from different parts of the world, in the UK or elsewhere, we should be aware of how best to avoid offence September is the month when many of us will be visiting the large showcase of assistive technology equipment that is Rehacare. Whether exhibiting in Dusseldorf to increase export sales, or walking the aisles to see what is new from manufacturers around the world, we will meet people from a wide range of cultures. But that is also true at home, where the UK is multicultural, with many UK citizens’ families having arrived at some time from countries around the world that were part of the Victorian British Empire and beyond. This variety makes up our customer base. We should show respect to our customers, and when meeting with them, we should be aware of the ethnic differences that derive from our different backgrounds. These days many of us working in the assistive products world, whether in the UK, Europe, North America, or Australasia, will be meeting with clients in their own homes, assessing
Rollbuddy
for solutions for physical, behavioural, or mental needs. As we enter their homes, we need to be mindful that what the expected norms are in these homes may not be the same as in ours. With the increased plurality of cultures and religions in many countries around the world it is an increasing challenge to be aware of the
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differences, and where our behaviour might signal disrespect or create offence. This article highlights some of the areas where it would be prudent to be aware of potential sensitivities – many of these will extend to our business-to-business interactions with suppliers and customers. It extends to companies organising meetings
and conferences, and to what extent they should be covering the breadth of possible dietary requirements. On top of this, consideration needs to be paid as to the level of ‘free’ education that is provided, as compared with what might be seen as ‘bribery’ from being at plush venues and offering valuable freebies. CULTURAL DIFFERENCES I was born to a Dutch father and an English mother, and have extended family in both the Netherlands and the UK. I was brought up by my mother not to put my arms on the table at meal times. It was some years later that my Dutch relatives pointed out that in their part of the world hands should be in full view, since it was suspect as to what the hands were doing if not in sight! A subtle difference between countries so close to each other geographically. (This Dutch Calvinistic suspicion goes further: the Dutch traditionally have not had curtains in their ground floor windows because you would not be knowing what was going on behind the curtains. Instead, the windows are filled with pot plants.) Every culture has their own set of social rules that designates what is acceptable to do and not to do. Sometimes these rules are about how
"Every culture has their own set of social rules that designates what is acceptable to do and not to do."
to eat; some are about how to talk to people; and some are about how to maintain your home. Examples of the variety of these rules can be found in all corners of the world: • In Indian and many other Eastern cultures, don’t eat food with your left hand. • In Thai culture don't touch the head of someone older than you, or, in general, don't touch the head at all. • In Indonesian culture, always eat while sitting down. • In Japanese culture, don’t point with your chopsticks. • When sitting down in Asian and Arab countries never point your shoe or foot to another person - the shoe or foot is considered to be an unclean part of your body. • Don’t stretch or yawn in public in Spain: it is considered extremely vulgar. • Don’t bring wine as a gift in France. • Never chew gum in public in Austria, Italy, Germany, or Malaysia. • In many cultures it is seen as impertinent to look a more senior person in the eye, whereas in others it is suspect if you do not. These are cultural taboos, rules against doing or saying something in a particular culture. One important thing to know is that these rules are not written down anywhere. Most cultural taboos are learned through experience or being told by others. For example, in some countries, including the United States, Indonesia, and Sierra Leone, asking adults about their age is generally considered taboo, but people only know this because others have told them it is taboo, or they’ve learned through experience, receiving the ‘evil eye’ when they asked this unacceptable question.
ETIQUETTE On a practical basis, ask people how they would like to be addressed – formally as Mr, Miss, Dr, etc or by their first name (or second name in my case). Before entering a client’s house, it is appropriate to take off your shoes (you could consider having some disposable foot-covering instead) – unless they indicate otherwise. To respect certain religions, women should have hair covered. On the other hand, men should take off any hats or caps when entering a building. Dress needs to be appropriate. Limit the amount of skin that is exposed. These days the expectation that a man should wear a tie has disappeared – indeed ties can be off-putting in that they can appear too formal, they can get in the way when bending over during an assessment, and they can be dangerous if caught in equipment. CHAPERONES In attending a consultation, it is assumed that a client is seeking appropriate assessment, diagnosis, and appropriate equipment prescription, and therefore is granting implied consent to any necessary physical examinations. However, before proceeding with a physical examination one should always seek to obtain, by word or gesture, some explicit indication that the client understands the need for examination and agrees for it to take place. There will be many reasons why the client might be accompanied by a chaperone: a chaperone is present as a safeguard for both parties (client and assessor) and is
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"We should try to appreciate each person’s perspective, and adjust our approach to show respect for these different mores and sensitivities" a witness to the assessor’s conduct and the client’s continuing consent to the examination or procedure. Protecting the client from vulnerability and embarrassment means that the chaperone will usually be of the same gender as the patient. A representative from an assistive product supply company might be the assessor, or might in effect be a chaperone to a healthcare professional carrying out the assessment, while also providing technical support. For clients with learning difficulties or mental health problems that affect capacity, a familiar individual such as a family member or carer may be the best chaperone. A simple and sensitive explanation of what is involved is vital. Some clients’ ethnic, religious, cultural background and sexual orientation or gender identification can make more intimate assessments particularly difficult. For example, some people may have a strong cultural or religious or belief system reason why they are adverse to assessments by individuals of the opposite gender. The client’s beliefs, attitudes, and concerns should not be presumed and should be discussed with the client and taken into account. Each individual has very different needs and before the assessment these should be mutually agreed with the assessor.
social norm that treats religion as a private matter. In my ageing years I have developed an allergy to aubergines and an intolerance to capsicum peppers. My frustration when alerting conferences, or airlines, when they ask for allergies, is that they give me a list of what are mainly dietary preferences (e.g. Kosher, Halal, vegetarian) or intolerance groups (e.g. gluten-free, lactose-free), but do not provide an ‘other’ option. It is important to separate apart these different types of dietary needs if providing opportunities for customers to express their preferences. Some examples of religious related norms to be aware of include: Muslim communities • Dietary restrictions: Consuming pork, products derived from pigs, and any alcohol is strictly forbidden. Meat must be sourced from animals slaughtered according to Halal guidelines, meaning blood is completely drained. • Social and physical interaction: Traditional modesty rules mean physical contact (like shaking hands) between unrelated men and women is sometimes avoided out of respect. Jewish communities • Dietary laws: Eating pork, rabbit, shellfish, and non-kosher seafood (fish without fins and scales) is prohibited. A major taboo is mixing meat and dairy products in the same meal or using the same utensils for them. • The Sabbath: From Friday sunset to Saturday night, observant Jews avoid performing creative work, driving, handling money, or turning on electrical appliances.
RELIGIOUS & DIETARY TABOOS
Hinduism • Beef consumption: Eating beef is a strict taboo because cows are considered sacred animals. Many Hindus practice strict vegetarianism. • Leather items: Wearing or bringing items made of cow leather into certain sacred prayer spaces can be culturally offensive.
In England, religious taboos are personal or communal rather than legally enforced, centring largely on dietary restrictions, ritual behaviours, and a broader secular
Plymouth Brethren • Meals: eating or drinking with nonBrethren individuals is not allowed. • Association membership: not permitted. • Television and modern sources of entertainment: tends to be avoided. General British social taboos
44 | Let's Get It Clear | thiis.co.uk
• Public conversation: In everyday English society, discussing religion, politics, or personal finances with strangers or casual acquaintances in polite conversation is generally considered a social taboo. CLINICAL CHALLENGES We work in the world of assistive products, and we are meeting our clients because of their needs for our products. It goes without saying that we need to be aware of any physical limitations (poor hearing, poor sight, speech impairment, muscle weakness, etc) as well as of behavioural and mental challenges (such as some of the many areas of neurodiversity) being experienced by our clients. Discussion of these challenges with our clients and their carers at some times needs more ‘sensitivity’ than at others. CONCLUSIONS In our professional lives we will need to interact with individuals from many walks of life, and cultural backgrounds. We should try to appreciate each person’s perspective, and adjust our approach to show respect for these different mores and sensitivities.
‘Let’s Get it Clear’ by Dr Barend ter Haar One in a series of regular resumés 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 Dr ter Haar has been involved in seating and mobility for over 35 years, including lecturing internationally, and developing international seating standards.
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CUSTOMISE TO MEET EVERY NEED THE 981 ADULT TILT IN SPACE SHOWER CHAIR
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The 981 Adult Tilt in Space Shower Chair is designed to provide comfort, support and flexibility for clients with changing needs. With up to 45° tilt-in-space, an interchangeable frame and adjustable features, the chair can be adapted as the client’s needs change. Choose from kinked-in, kinked-out or T-style arms to accommodate different seat widths, alongside a choice of 4 seat styles and 5 footrest options — all at no extra cost.
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ADJUSTABLE ARMRESTS Ensuring ease of storage and convenience.
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Buyers’ guide to bathing & toileting Discover key products to consider offering to customers...
Round Bath and Shower Stool by Drive Medical
Sanctuary Commode by NRS-UK The NRS Sanctuary Commode combines discreet functionality with the appearance of a stylish lounge chair, making it ideal for use in domestic settings where maintaining a homely environment is important. Designed to blend seamlessly with modern interiors, the Sanctuary features a concealed commode pan hidden beneath a removable vanity cushion and integrated wooden seat frame. When required, the chair quickly converts into a practical bedside commode by lifting the cushion and pan lid. Constructed with solid wood legs, a durable steel upper frame and washable fire-retardant upholstery, the Sanctuary offers excellent stability, longevity and ease of cleaning. The smooth surfaces and removable commode pan support good hygiene practices, while simple assembly allows the chair to be put into service quickly.
The free-standing bath stool (12004KDR) offers versatile support, comfort and safety for use in the bath or shower. Designed to promote independence, it provides a stable seated solution for everyday washing. Easily adjustable in height with simple push-button settings, it accommodates a range of users for a secure, personalised fit. The lightweight yet robust aluminium frame ensures durability, while the composite seat is tarnishresistant for longlasting performance. Non-slip, nonmarking feet enhance stability on wet surfaces, and smooth, accessible surfaces allow for easy cleaning and hygiene. Flat-pack design supports convenient storage and transport. Combining strength, practicality and ease of use, the bath stool is a reliable solution for safer bathing.
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drivemedical.co.uk
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Beacon Available Now!
All-Round Suspension
Range of up to
30 miles*
Call for more info: 0845 0600 333 drivemedical.co.uk * See website for full specifications.
8mph*
Top speed
Aqua Self-Propelled Shower Commode Chair by Alerta Medical This shower commode chair combines four chairs in one, performing as a shower chair, a commode chair, toileting chair and a transfer chair. While it can be used for showering, transferring and as a mobile commode, the pot can be removed and the chair can also be wheeled to the toilet, making this a very easy to use toileting chair.
The Alerta Aqua SelfPropelled is stylish, manoeuvrable and manufactured from easy to clean plastic coated steel. Key features include a five-position footrest, four individually braked wheels and removable arms. Its maximum user weight is 150kg. alertamedical.com
Aquatec Pure Azure 3-in-1 by Invacare The new Aquatec Pure Azure is a versatile three-in-one solution that functions as a shower chair, toilet frame and commode, providing comfort, stability, and independence as users' personal care needs change over time. Designed with smooth seat edges, the wide anti-slip seat incorporates drainage holes and a generous hygiene recess for improved comfort and convenience. Height-adjustable anodised aluminium legs can be set individually to accommodate uneven floors, while non-slip rubber tips provide added stability. An optional anterior seat tilt helps relieve strain on the back, hips and knees, promoting a more comfortable seating position. Lightweight, durable, and easy to clean, the Azure also features a versatile toilet pan holder with front or rear access, making it a practical choice for both home and healthcare environments. invacare.co.uk
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Romachair Hospital Commode by Roma Medical Aids Designed for acute healthcare environments, the UKmanufactured Romachair hospital commode combines infectioncontrol considerations with strength, adaptability and ease of use. Its sealed, seamless frame and clipless removable seat and back, support straightforward cleaning without specialist tools, while detachable arms and a heel support assist patient care and transfers. Suitable for users weighing up to 250kg, the 4740 hospital commode is compatible with a wide range of commode pans and can be specified with an antimicrobial powder-coated or chemically polished stainlesssteel finish. Replacement components help extend its service life, supported by a five-year limited frame warranty. Quote ‘RMA 4740’ for a September offer. romamedical.co.uk
50 | Buyers guide | thiis.co.uk
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Urathon will be exhibiting at a number of shows this September.
Come and find us... Urathon have been designing and brand manufacturing cutting-edge and awardwinning products for many of the healthcare industry’s leading suppliers for almost 30 years, including many of the UKs largest providers to Nursing homes, Hospitals, NHS community equipment stores and Mobility retailers.
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The UK’s biggest and most established event for disability, accessibility & independent living.
Annual conference focussed on elevating care - the future of safe moving and handling of patients.
International trade fair for rehabilitation, prevention, inclusion and care.
Farnborough International
Hilton Metropole, Birmingham
Düsseldorf, Germany
9 September 2026
13 - 15 September 2026
23 - 26 September 2026
Stand N-G30
Stand 9
Hall 5, Stand K40-1
naidex.co.uk
nationalbackexchange.org
rehacare.com
Contact us today for more information
Tel: 01249 760581 | sales@urathon.com | www.urathon.com
Java Plinth by The Osprey Group
Heavy Duty Mobile Commode by Roma Medical Aids This heavy-duty mobile commode provides a robust and practical toileting solution with detachable armrests, removable aperture seat and bowl, flame-retardant upholstered over-seat and backrest, push handle and four braked castors. This item forms part of Roma Medical’s wider range of mobile commodes, with options available to support different user sizes and care requirements. The HD commodes are the 3275/4BC with a maximum user weight of 190kg and 3375/4BC, which accommodates a maximum user weight of up to 317kg. Designed with both the user and carer in mind, the range supports safer positioning, assisted movement and more dignified personal care. Quote ‘RMA 3275 and 3375/4BC’ for a September offer. romamedical.co.uk
The Java Plinth has been specially developed to provide additional support over Geberit and Closomat wash and dry toilets, helping users who may struggle with stability when using standard toilets. Its ‘specially designed stainless-steel frame offers strength and durability, making it highly robust and an ideal alternative to our standard shower range. Available in 23” and 33” seat widths, it comes with either a toilet or horseshoe seat. It has rubber ferrule or bolt-down leg options and is constructed from strong and durable stainless-steel. theospreygroup.co.uk
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Greenwall Ali Shower Chair by Urathon
Lightweight, practical and easy to transport, the Greenwall Ali Shower Chair is a versatile choice for everyday use or travel. Its knock-down design features removable legs, back and padded armrests, making it easy to dismantle for convenient storage and transportation. The blow-moulded seat and back provide a comfortable, strong surface that is warm to the touch, while integrated drainage holes help prevent water from pooling. A lightweight aluminium frame offers durability without unnecessary bulk. For individual comfort, the leg height can be adjusted in 25mm increments, helping users achieve a suitable seating position. Weighing 4.4kg, the Greenwall Ali is an ideal portable showering solution for use at home or while travelling. urathon.com
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Bellavita NOVA Bathlift by Drive Medical
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The Bellavita NOVA Bathlift combines comfort, safety and ease of use to make bathing more accessible. Designed in Germany, it features a patented removable backrest to maximise space and immersion, and a dual-column system for excellent stability during lifting and transfers. At the touch of a button, users are gently lowered into the bath and smoothly raised for a safe exit. The backrest reclines up to 50 degrees for enhanced relaxation, with ergonomic lumbar support. A front seat cut-out improves hygiene access, while low (6.5cm) and high (48cm) seat positions suit different bath depths and transfers. Lightweight yet strong, it supports users up to 170kg. drivemedical.co.uk
WheelAble Travel Commode by The Osprey Group The WheelAble is the ultimate travel companion, whether the user is enjoying a weekend away or a long-haul adventure. Lightweight and compact, it is designed for use in shower areas and over most toilets, providing a practical alternative to bulky equipment. The WheelAble folds away in under a minute using just six steps, with no tools required, making it easy to transport and store.
Palma Vita Wash & Dry Toilet by Closomat This floor-standing wash and dry toilet is designed to support independent personal hygiene. It combines automatic washing with warm water and warm air drying, reducing the need for manual wiping. The system can be customised with a wide range of seats, support arms, operating controls and accessories to suit individual requirements, and can be adapted as needs change. Suitable for domestic and care environments, Palma Vita has a safe working load of 190kg, with bariatric options available. closomat.co.uk MEMBER
54 | Buyers guide | thiis.co.uk
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We’re here to help you meet the needs of every customer To arrange a product demonstration or learn more about our range, contact Grace, one of our dedicated customer service advisors, who will be happy to help.
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Aquatec Pure Isla by Invacare This contemporary shower stool combines sleek design with everyday practicality. Offering a stable and comfortable seating solution, it supports users who need extra confidence and security while showering. Its compact footprint makes it ideal for smaller bathrooms, while height-adjustable legs enable a personalised fit. Durable, lightweight and easy to clean, the Isla is designed to withstand everyday use without compromising on appearance. Available in multiple configurations, it can be specified with or without armrests and a backrest, allowing it to meet a wide range of user needs. invacare.co.uk
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AP Aluminium Tilt-inSpace Shower Commode Chair by Urathon Designed to combine comfort, support and manoeuvrability, the AP Aluminium Tilt-in-Space Shower Commode Chair is a versatile solution for assisted showering and toileting. Its lightweight, aluminium frame and four large braked castors provide durability and easy handling. The tilt-in-space function supports comfortable positioning when showering, while height adjustment helps accommodate different users. Water-resistant polyurethane seating, back and armrests provide comfort while being easy to wipe clean. Flip-up armrests support easier side transfers, while swing-away, height-adjustable footrests offer flexible positioning. An easy-clean removable back, seat infill and large-capacity commode pan with lid add everyday practicality. urathon.com
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56 | Buyers guide | thiis.co.uk
Freeway T40 Shower Chair by Prism Medical Prism Medical's most popular shower chair, the assistant-propelled Freeway T40 features a robot-welded, non-rust steel frame, antimicrobial coating and 200kg safe working load, backed by a five-year warranty on metalwork. Modular by design, seats, backrests, armrests and footrests can be swapped or upgraded as needs change, with spare parts and accessories available to order. It is UK-made and available in a range of sizes to suit user need. prismmedical.co.uk
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Available on the Motability Scheme
Narrow Design for Easier Navigation Around the Home
533 mm Turning Radius
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Fender Lights and USB Charger Included
sales@quantumrehab.co.uk quantumrehab.co.uk
Belmont Adjustable Shower Stool by Roma Medical Aids Forming part of Roma Medical Aids’ versatile range of shower stools, the Belmont provides comfort, confidence and stability while washing. Featuring a strong, durable plastic-coated steel frame, with a maximum user weight of 190kg, it has supportive side handles, height-adjustable legs and non-slip feet, and is safe and secure and easy to position. The wider shower stool range includes a choice of fixed, adjustable, folding and compact designs, helping retailers and healthcare professionals identify a practical solution for different users, environments and space requirements. Quote ‘RMA 4216 Belmont Adjustable’ for a September offer. romamedical.co.uk
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Nuvo range by NRS-UK The Nuvo toileting and bathing range has been designed to support people in maintaining their independence. Across bathing and showering activities, products such as bath steps, shower stools, shower chairs and grab rails offer enhanced stability and support, helping users access and use bathing facilities more safely. Toilet frames and commodes provide additional assistance where strength, balance or mobility may be reduced. The range also includes specialist solutions for children, with petite toilet frames, platforms, commodes and potties. Nuvo products combine practical functionality with user-focused design. Features such as height adjustability, lightweight-yet-durable construction and easy-to-clean surfaces support both service users and carers. Many products can also be maintained with replacement parts and accessories. nrs-uk.com
Bariatric Aqua Shower Commode Chair by Alerta Medical The Alerta Aqua Bariatric Chair combines four chairs in one, performing as a shower chair, a commode chair and a transfer chair. While it can be used for showering, transferring and as a mobile commode, the pot can be removed and the chair can also be wheeled to the toilet, making this a very easy to use toileting chair.
58 | Buyers guide | thiis.co.uk
The Alerta Aqua Bariatric is stylish, effortlessly manoeuvrable and manufactured from easy to clean plastic coated steel. Key features include a five-position footrest, four braked wheels and arms which raise and lower. The maximum user weight is 240kg. alertamedical.com
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OUR NEW WEBSITE. YOUR PORTAL TO UNLIMITED RESOURCES. FIND A DEALER NEAR YOU Our new ‘Where to Buy’ pages make it simple for customers to locate authorised Monarch Mobility dealers nationwide.
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Toilet Frame by Drive Medical
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The Toilet Frame (TF001-45) delivers reliable support, safety and ease of use, helping to maintain independence in the bathroom. Designed as a free-standing solution, it surrounds the toilet to provide added stability when sitting and standing. Easily adjustable in height and width, it accommodates a wide range of users for a secure, personalised fit. The sturdy steel frame ensures durability and long-term reliability, while non-slip, non-marking feet enhance stability on different floor surfaces. Moulded plastic armrests offer a comfortable, secure grip and are easy to clean for improved hygiene. Supporting users up to 190kg, the toilet frame combines strength, comfort and practical design for everyday confidence and safety.
Toilet Raiser by The Osprey Group The Toilet Raiser is designed to assist users when sitting down and standing up from the toilet. Its height-adjustable frame fits around most toilets, including the Geberit Mera wash and dry toilet. Battery operated for safe, convenient use in bathroom environments, the Toilet Raiser is strong, secure and easy to operate with simple push-button controls. It is available in a vertical version and extra large versions. Coming with an easy-detachable battery it can be used as a plug-in bedside commode. A wide range of optional extras is available with this item. theospreygroup.co.uk
drivemedical.co.uk
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DEALER INSIGHT
ADVERTORIAL FEATURE
Is Aluminium the smarter choice? Terence Clark, Director at RMA, explains why the Athens powerchair offers a practical and affordable alternative to carbon fibre. Terence Clark is an RMA Director and has over 25 years’ experience in the mobility industry.
Why has carbon fibre become so popular? Terence Clark: Carbon fibre has a premium image. Customers hear the name and immediately think it must be the lightest and best option. But the frame material only tells you part of the story. What really matters is the weight and practicality of the complete chair. What makes the Athens comfortable to use? Terence Clark: One of its biggest advantages is its working suspension, which helps absorb bumps and provides a smoother, more comfortable ride. Combined with its supportive seating and compact design, it feels comfortable and reassuring both indoors and outdoors. For many people, the Athens provides everything they genuinely need at a price that won’t break the bank.
A premium experience doesn’t have to come with a premium price. Does aluminium mean compromising on strength? Terence Clark: Not at all. Aluminium is lightweight, strong and durable. The Athens supports a maximum user weight of 136 kg. It offers a dependable balance of strength and portability for everyday use. Carbon fibre is very strong and rigid, but damage following an impact may not always be immediately visible. For many customers, Athens offers a reassuring balance of strength, cost, weight and practicality.
Who is the Athens for? Terence Clark: It’s ideal for someone who wants a comfortable powerchair available when they need it, but may not use it all day, everyday. They still get comfort, suspension and dependable performance without spending more than they need to and allows them to live life uninterrupted. What does the Athens offer retailers? Terence Clark: It gives retailers a genuinely affordable alternative to carbon fibre. It’s comfortable, easy to transport and simple to use, with a 9.5-mile range and twin 250W motors. The benefits are practical, easy to explain and immediately relevant to customers. Any final thoughts? Terence Clark: Customers shouldn’t feel they have to choose carbon fibre to get a good lightweight powerchair.. Pick it up, drive it and consider the complete package.
Experience the RMA Athens for yourself? Call Denise Lloyd to see your RMA BDM on 01656674488.
NRS Riverdale Bath Lift by NRS-UK
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The NRS Riverdale Bath Lift supports safe, comfortable and independent bathing for people with limited mobility. Designed to reduce transfer strain and minimise manual handling for carers, it provides smooth, controlled raising and lowering within the bath. The reclining backrest adjusts up to 50 degrees for greater comfort and deeper immersion, while the seat lowers to just 6cm from the bath base and rises to 48cm to assist with safer transfers. Easy-to-use handset controls, tool-free assembly and removable, washable covers make the Riverdale simple to operate and maintain. Six suction feet provide secure positioning, and an emergency stop function offers added reassurance. nrs-uk.com
Aqua Community Tilt-In-Space Shower Commode Chair by Alerta Medical This Aqua Community chair is for use in care homes, hospitals and homecare environments. It is designed specifically for assisted hygiene routines, showering and toileting. The transfer friendly design offers safe solutions for users with differing mobility levels, covering needs ranging from a bedside commode to a mobile, multifunction shower and commode chair. When used as a toilet chair, it can be placed over a conventional toilet or used in a freestanding position. Key features include removable and adjustable swing-away footrests, an adjustable seat and adjustable head support. Its maximum user weight is 175kg. alertamedical.com
AP Aluminium Shower Commode Chair by Urathon A practical and versatile solution for assisted bathing and toileting, the AP Aluminium Shower Commode Chair combines user comfort with easy handling and everyday functionality. It features a removable PU back and horseshoe seat with aperture plug, fold-up PU arm pads and four braked nylon castors for safe manoeuvrability. Removable swing-away leg rests help facilitate transfers, while angleadjustable nylon footplates support comfortable positioning. A potty is supplied as standard, adding flexibility for toileting needs. Available in standard, HD and XXL options, accommodating a broad range of users, with seat widths up to 60cm and a maximum user weight of 300kg. An optional wheel kit also converts the AP into an SP Shower Commode Chair, providing retailers with an adaptable product solution. urathon.com
62 | Buyers guide | thiis.co.uk
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The new Whill C Lite is redefining what a lightweight folding powerchair can achieve.
NEW Whill C Lite
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The lightweight folding powerchair with class-leading Omni-wheel technology. Weighing just 17kg, it is the world's only carbon fibre folding powerchair equipped with Whill's innovative Omni-wheel technology. Designed to deliver exceptional manoeuvrability, control and terrain capability, the Omni-wheel system allows the C Lite to turn on the spot while clearing kerbs up to 50mm, setting a new benchmark in the ultra-lightweight category.
Key features • Just 17kg with a carbon fibre frame • Exclusive Omni-wheel technology for outstanding manoeuvrability • Turns on the spot with kerb clearance of up to 50mm • Best terrain coverage in the lightweight folding powerchair category • Advanced suspension for a smooth, comfortable ride
Call today 0800 058 4421
www.tgamobility.co.uk | info@tgamobility.co.uk
• One-handed folding in just 2 seconds • Fully adjustable seat, backrest, armrests and footrest • Up to 15 miles range with standard lithium battery, long range battery with up to 23 miles range is available • Smartphone connectivity and remote controls via the WHILL app • Made from 100% recycled carbon fibre