BHTA Bulletin July 2015

The Bulletin REPRESENTING ASSISTIVE TECHNOLOGIES IN HEALTHCARE

ISSUE 43 - JULY 2015

Supporting choice READ MORE INSIDE…CONSUMER LEGISLATION… MEMBERS NEWS… AWARD ENTRIES

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Helping people to help themselves Our theme for this issue of Supporting Choice echoes the changes happening in health and social care, moving away from a prescriptive system, towards supporting users in making the best choice for them.

We aim for a similarly user-centred model for our member companies, who may choose to sell through bricks and mortar premises, online or both, to consumers, businesses, the public sector, healthcare professionals – or a combination of these. Beyond the requirements of the Code of Practice which protects customers, we’re not here to dictate to member companies what they must do, but to support them in making the right choices for their business.

administration” is one of the ways this programme expects to see additional value and a stated goal is to “improve efficiency for the taxpayer within available resources”. The feedback we’ve received from members about tendering processes in the public sector suggests that these are often complex, time-consuming and inconsistent across different areas or CCGs. That means an investment of considerable time and resource from any supplier who wants to tender, creating a considerable barrier to SMEs and therefore limiting the NHS’s choice of suppliers.

BHTA makes a wide range of benefits and services available to members, from one-to-one advice to access to high-level influencers. Members can then choose to take advantage of any or all of those, as they think best suits their needs. We find that the more members put into BHTA through engaging with us and the benefits we offer, the more they get out of trade association membership.

Joint working among Allied Health professionals, and between them and assistive technology practitioners, is clearly in the best interest of patients and users. Practitioners’ specialist knowledge of the assistive technology products and services can complement healthcare professionals’ knowledge of their client to achieve the best possible outcome for them. In May, BHTA ran what we hope will be the first of a series of sessions on consumer legislation for independent Occupational Therapists, in partnership with the College of Occupational Therapists Specialist Section Independent Practice (COTSSIP).

We’re currently in discussions about rolling these out more widely, as part of creating closer mutually beneficial links between member companies and Occupational Therapists.

One of our important functions is representing the industry as a whole to government. We recently attended a meeting with the Department for Business, Innovation and Skills (BIS), which is currently reviewing its functions, to give our view on what’s crucial to industry and can’t be found elsewhere. We’re able to engage and influence on behalf of the healthcare and assistive technology sector as a whole, in a way no individual company can.

The government is currently looking for increased efficiency savings from the NHS, partly through a New Care Models Programme intended to support integrated health and care services, for which the first wave of 29 “vanguard” sites was launched in March. The NHS is now seeking expressions of interest from hospitals who want to become vanguards for acute services. NHS England Chief Executive Simon Stevens has said that “more efficiency from shared back office

I have spent much of my first few months as Director General visiting member companies to hear first hand their views on our industry and their ideas for the BHTA. These visits will be continuing over the summer, please do let me know if you would like to see me or a member of the team.

Tracey Lloyd, Director General

Contents Westminster Watch................................... 3

Better equipment for children.......... 8

Consumer legislation............................... 4

BHTA awards 2015...............................10

CPD opportunities..................................... 7

Members News.........................................14

British Healthcare Trades Association, Suite 4.06, New Loom House, Back Church Lane, London E1 1LU. Tel: 020 7702 2141 Fax: 020 7680 4048 Email: bhta@bhta.com Website: www.bhta.com Photo credits: Steve Debenport, Pesky Monkey, Theresa Tibbetts at www.istockphoto.com

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WESTMINSTER WATCH by Lord Rennard

Shocking times past The shock of a Conservative overall majority is still being felt around Westminster, as is the tragic death of my friend Charles Kennedy (who had put me in charge of all Lib Dem election campaigns when he was Leader).

Speaking after the election, David Cameron further outlined the Government’s intentions, stating that as part of the plan developed by the Chief Executive of NHS England, Simon Stevens, measures to deliver a ‘seven day NHS’ would include “a new deal for GPs with more investment, more training and a more personal link with patients” (reflecting “ £22bn of efficiency the Conservative pledge made during the election campaign to recruit 5,000 savings have to be found extra GPs) and “faster access to new to support the NHS’s drugs and treatments”.

The General Election result on May 7th was foreseen by few people, but one of them was BHTA’s Director of Public Affairs (and former Director-General) Ray Hodgkinson who won a bottle of wine in a bet with me that there wouldn’t be an overall Conservative majority.

David Cameron’s new majority means that there will be no attempt to repeal the Health and Social Care Act (2012).

Nor will the BHTA have to explain to Labour Ministers the problems with the suggestion that the NHS would only allowed to award contracts to the private sector when the profit margin from those contracts could be shown to be below 5%.

own action plan for the next five years. ”

Lord Rennard

Businesses will, however, have to recognise that there is likely to be a major drive to make significant efficiency savings from procurement.

The Conservative promise to find an extra £8bn pa was one to be met by 2020. In the timescale, £22bn of efficiency savings have to be found to support the NHS’s own action plan for the next five years.

In the meantime, the new Government’s election pledges for the NHS in England will require funding by then to ensure people can “see a GP and receive the hospital care they need seven days a week” and that we will “lead the world in fighting cancer and finding a cure for dementia”. Some of the efficiency savings will come from integrating health and social care, through the Better Care Fund, but local government is going to face another very big squeeze.

In all the discussion of these issues, the BHTA will be pressing for recognition of the need to maintain support for research and development. Quality control and choice are important to patient care and innovation is needed, not just to find ways of reducing costs to improve products for patients. The BHTA retains a very high degree of respect at ministerial, civil service and parliamentary levels (in all parts of the UK) and with many other bodies relevant to member companies. The BHTA Manifesto set out an agenda to show how the assistive technology sector can help to improve patient care, provide greater value for money and drive economic growth. It has been sent to newly elected MPs and newly appointed Ministers. It will also be updated at the BHTA Council meeting in September.

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Consumer legislation In updating our members on new consumer legislation, BHTA has taken the approach of being generous to the consumer where there may be doubt, to ensure businesses are not open to criticism. Businesses should always consult their lawyers before making changes to their terms and conditions.

The Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 came into effect in July 2014 and we are keen to ensure everyone has now altered information, terms and conditions to comply!

The regulations state that for every type of contract with a consumer, the business must provide clear information about the trader’s identity, geographical address (which cannot be a PO Box) and a telephone number; for off premises and distance contracts, fax and email must also be provided. When selling online, a “contact us” form without information about how else the company can be contacted is insufficient.

In addition, the business must provide the total price including taxes, its complaint handling policy, notification if the company is signed up to a relevant Code of Conduct (for example the BHTA Code of Practice) and assurance that it will provide goods and services which conform with consumer rights.

If a company sells to any consumers who are not eligible for VAT zero rating, it has to show the total including VAT. Therefore best practice is to display prices as e.g. “£10 (£12 inc VAT)”. The best phrase to use is “you may not have to pay the VAT” and then provide information at the till (for on premises sales), in the sale paperwork (off premises sales), or on a separate page (distance sales).

Requirements for different contracts There are three types of contract: • on premises (including market traders with a regular pitch, and business conducted on exhibition stands) • off premises (away from normal place of business; applies if a customer comes into a shop or telephones to confirm they will buy following a visit to their home) • distance (orders placed by telephone, online, or by mail order where there is no face-to-face communication)

Information – on premises The concept in a shop is that most of the information is obvious/on display. The principle is that the price is shown on the goods, the customer inspects them there and then, and the contract takes place immediately.

“ When selling online, a

“contact us” form without information about how else the company can be contacted is insufficient.”

Sarah Lepak, BHTA Director of Governance & Policy Development

For all consumer contracts, for calls about something a customer has bought or ordered, any telephone number provided must be “basic rate”. This means a number that’s equivalent to geographic landline rate, mobile rate, or is free to call - for example numbers starting 01…, 02…, 03…., 07….., 0800 or 0808.

There is a ban on any optional charges selected by default, i.e. no pre-ticked boxes which mean the customer has to untick them to avoid paying an additional fee. Equally, there can be no wording in hardcopy that the customer would have to delete to avoid paying an additional fee. Where a charge applies, options really should be just that – things you opt into, not out from – active consent is needed for all payments.

For ancillary contracts, if the customer cancels and they have bought insurance, or taken out a credit agreement, the insurance, or credit agreement is automatically cancelled and the business is responsible for notifying any third party. (This applies to off premises and distance contracts, where the business has taken the payment/made the arrangements for an ancillary contract.)

Unless the business agrees otherwise with the customer, products must be delivered without undue delay and within 30 days. The risk passes to the customer at delivery, or at

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handover to courier if it is one they have arranged, not the business.

If delivery is available, it must be clear what charges apply and delivery must take place within 30 days. The business must say what the arrangements are for payment, delivery, performance and give timescales, as well as what after-sales services and guarantees are available.

Information – off premises Off premises, it is expected that the information will be provided on paper, unless the customer agrees to receiving information by email. The intent is that the customer has information in a medium they can keep.

The business must provide information about the cancellation rights (including timescales), a cancellation form and a copy of signed contract/order confirmation. It must also make clear all costs, including whether customer will pay for return of goods if they cancel, and any deposit to be paid.

The burden of proof is on the business that the all the required information was provided to the customer, so it’s essential to keep good records.

Information – distance sales The consumer must explicitly acknowledge any obligation to pay, e.g. by clicking a button saying “pay now”, and this applies even if payment is deferred (for example after a free trial period).

All the above information is required, but it can be downloadable from the website and it must state that the customer will bear cost of returning goods if they cancel (or that there is a collection charge, if the goods cannot be returned by post).

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THIS IS A FINANCIAL PROMOTION

The risks of wearable technology for Directors and Officers Technology is ubiquitous. Not only is it all around us, now it is a part of us. Wearable technology—devices worn by consumers that are designed to synch with mobile devices and include tracking information related to health and fitness - promises to revolutionise the way we do business.

Right to change of mind The customer does not have a right to a cancellation period when buying on premises, i.e. in a shop; if the business chooses to offer a returns policy for shop purchases, it must provide clear information about the conditions and timescales which apply.

For distance and off premises contracts, the customer has a right to a 14 calendar day cancellation period, starting the day after delivery (for products) and the day after entering into contract (for service). If a business is offering services, it needs to indicate clearly when it considers the contract is “entered into”, as the legislation does not define this. If the contract includes both service and product, the cancellation runs from the day after the goods are delivered.

A consumer has 14 calendar days to cancel and they do not have to inform the business in writing, and while the business has to provide a cancellation form, the consumer does not have to use it. The consumer doesn’t have to give a reason for cancelling – they have the right to simply change their mind. If the customer cancels by telephone, it’s important to record that fact, as they have a responsibility to return the goods within 14 days of that call.

However, the burden of proof of cancellation lies with the consumer, so it is in their interests to use the cancellation form and to get proof of posting.

Returns and refunds Once a consumer has cancelled, the business then has 14 days to refund from receipt/collection of the goods, or from cancellation of service. If the consumer paid for delivery, this must be refunded, at the standard rate (i.e. if they paid extra for next day delivery, they only get the standard delivery back). You cannot charge a re-stocking fee.

What if something goes wrong?

This legislation is about the consumer’s right to information, and cancellation. But do not forget/lose sight of the fact that they have other rights if there is something wrong with the goods. If the goods are faulty, not of satisfactory quality, or do not meet the description ordered, the Sale of Goods Act kicks in and the trader bears the costs of providing a replacement (including costs of return and re-delivery, or repairing and so on).

This legislation requires the business to tell the consumer that it will provide goods and services in accordance with consumer rights. The business must remind them that if there is anything wrong with what has been provided, they should contact the trader immediately.

We’ll update you all on changes expected later this year in the next edition.

To check which consumer legislation applies to your business, visit www.businesscompanion.info

But do not rush headlong into the new wearable tech craze without serious consideration. An over-reliance on mobile, digital technology can expose you and your organisation to security breaches and other cyber attacks - in 2014, 81% of large organisations in the United Kingdom suffered a data security breach, according to a PricewaterhouseCoopers survey.

Now with the advent of wearable technology such as Google Glass, the Apple Watch and fitness trackers, your vulnerability and, by extension, your company’s vulnerability - to breaches in cyber security will increase dramatically.

This is because wearable technology offers users an unobtrusive, fully functional alternative to similar devices such as tablets and smartphones. Wearable technology generally has communication capabilities, stores data on the wearer and provides the wearer with access to real-time information.

However, if users access sensitive company data using wearable technology, that technology can expose your organisation to the risk of a data breach Managing the risks of wearable tech Wearable technology may become not only a common accessory that we choose to wear, but an accessory we must wear. Therefore, you and your company should take proactive steps to safeguard both corporate and personal information.

Rely on the following strategies to help manage the risks of wearable technology in your organisation: • if you access sensitive information, send emails or conduct any sort of business, be sure to only use a secure, passwordprotected wireless connection.

• use different, unique and complex passwords for all your accounts.

• meet with your IT department to discuss the potential risks of wearable technology and other smart devices and what solutions your company could implement to deter those risks from happening.

• for any business meeting, turn off your wearable technology and other smart devices to prevent any sensitive information from being unknowingly recorded.

• outline specific use guidelines for wearable technology in your company’s Bring Your Own Device (BYOD) Policy.

Wearing your risk on your sleeve The benefits of wearable technology are numerous - but so are the risks. Carefully consider whether wearable technology is right for your organisation. With a robust risk management programme and BYOD policy, your organisation can control its wearable technology and reap the benefits for years to come The information in this article is for information only and must not be considered as financial advice. We always recommend that you seek independent financial advice before making any financial decisions.

The BHTA Preferential Members Insurance Scheme is provided for BHTA by ICB Group of Virginia House, 35 - 51 Station Road, Egham, Surrey, TW20 9LB. ICB Group and BHTA are not part of the same group as any of the product/service providers which together form the insurance scheme. BHTA is an Introducer Appointed Representative of ICB Group who is authorised and regulated by the Financial Conduct Authority. You can check this out on the Financial Services register by visitinghttp://www.fsa.gov.uk/register/home.do, under register number 306088.

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Enhancing our offer BHTA organises its members by product/service sector into Sections, including Childrens’ Equipment, Mobility Group, Stoma and Continence Product Manufacturers, and Hearing Care.

Each of these Sections has a Chair, who sits on the BHTA Council, and meets quarterly to give member companies the opportunities to discuss issues specific to their sector.

Better links between Council and Board are being established, enabling Section Chairs to feedback to their members on what’s discussed.

We restructured our resources internally in 2015 to provide a faster, more effective service to members and, particularly through new Research & Committee Support Officer Sally Edgington, to make our Section meetings more appealing and increase attendance.

Since joining BHTA, Sally has travelled all over the country for a series of meetings with Section Chairs and Vice Chairs, to understand each Section’s individual requirements and ensure each meeting has current and relevant content.

A number of recent meetings have been hosted by member companies, including Handicare for the Stairlifts & Access Section. The University of Salford, which offers a BSc in Prosthetics and Orthotics, kindly provided a venue for the last Orthotics Section meeting; this included presentations by the university and a tour of the facilities on offer to students.

Dementia Friends awareness sessions will be offered at a series of Section meetings over the course of this year, having already been completed by BHTA staff. There is also work going on to produce a short training session on basic Decontamination and Infection Prevention, which can be used by any Section, which we expect to roll out in the autumn.

Sally has also arranged meetings with Diabetes UK and Foundations (the national body for home improvement services) to look at collaborative working opportunities and build links for guest speaker slots. We are always open to suggestions from members about relevant speakers and are constantly researching new opportunities.

Following our restructuring and Sally’s appointment, the administrative function between meetings is much faster and more effective, with minutes provided very swiftly after each meeting. Invitations to Section meetings are being sent out earlier, to give members the maximum notice of dates, with agendas (on which members are actively asked to input) distributed a month in advance. There is also far more interaction between meetings, ensuring that action points are chased up and any necessary research done so the next meeting can progress on a given topic.

As well as working hard to make meetings as effective and relevant as possible, Sally is also monitoring attendance levels and striving to improve attendance, to ensure all members have a voice at meetings regardless of the size of their company.

Section meeting dates are circulated to members in that Section and advertised in our weekly newsletter, Today at BHTA. If you have any questions about what’s happening with your Section, a suggestion to make about the next meeting, or would just like to discuss the Section’s work, please do contact sally.edgington@bhta.com.

Like the Society The Healthcare and Assistive Technology Society has recently set up a Facebook page and would encourage members to ‘Like’ the “Healthcare and Assistive Technology Society” page and help spread the word.

You can also follow us on Twitter, at @hatsoc.

The Society is growing fast, with almost 600 members so far! We’ve now got our Advisory Board in place, which includes senior representatives from The British Association of Occupational Therapists, The Chartered Society of Physiotherapists and the Posture and Mobility Group among others. Following a very positive first meeting, the Advisory Board met again in July, with the addition of Darren Awang (Course Director MSc in Assistive Technology at Coventry University).

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It was great to catch up with lots of Society members at Naidex this year, which also gave us the opportunity for a presentation about our current activities in the Trade theatre. This was given by Accreditation and Professional Development Manager Philip Woodward and Council member Richard Handley, who was able to talk about some of the benefits to membership he sees as an employer.

We’re looking forward to Trade Days, where the Society was launched last year and we will again have a stand.

This is an ideal forum in which to talk to industry, answer any questions practitioners may have, and explain the benefits both to individuals and the companies who employ them of signing up. Membership is free for employees of BHTA member companies and something we’d very much encourage you to take advantage of.

If you have any questions, or just want to join as soon as possible, please contact us at membership@hatsoc.org.

Kay Purnell Chair, Healthcare & Assistive Technology Society Council

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Choose a BHTA member for added peace of mind BHTA was highlighted in a recent Daily Mail feature on mobility and independent living. This piece covered recent consumer legislation (with advice from Sarah Lepak on how this affected consumers buying stair lifts or adapted bathrooms) and pointed out that: “For added peace of mind, it’s worth looking for a company that is signed up to the Trading Standards Institute (TSI) approved Code of Practice, operated by the British Healthcare Trades Association (BHTA), as it will have undertaken to do more than simply meet the new legal requirements”.

When users buy the equipment that is right for them, it can make a real difference to their quality of life, giving them freedom and independence. BHTA’s “Get Wise to Buying Safely” consumer advice leaflet advises the following steps: • You need to be sure about what you need. There may well be so much choice “out there” that the right product for you may not be obvious. So take advice and if you can try before you buy. If you need professional help, contact your doctor, who may refer you an occupational therapist, or for certain equipment recommend a physiotherapist or speech therapist.

• You need to know where to buy. Again, you’ll be spoilt for choice! You can find products in shops, stores and supermarkets as well as via mail order and the internet. If you are buying from the internet or via mail order, remember that whilst the prices may be keen, you can’t try before you buy, or discuss your requirements face to face. (Wherever you choose, try to have someone with you, like a friend or relative and do test and try the equipment before committing yourself.)

• You need to know how much to pay. It makes sense to spend some time whether you need something as straightforward as a walking stick or a mobility scooter, spending a few pounds or investing thousands. You need real value for money: price is obviously part of it, but so are the quality of service, the assessment of your needs, the guarantees and warranties. Make sure that you understand the Terms and Conditions and the cooling-off period (if there is one), should you change your mind or have second thoughts

Our full series of “Get Wise” leaflets can be downloaded from www.bhta.net/home/get-wise.htm

CPD opportunities in 2015 BHTA is an Edexcel learning centre and registered BTEC provider; our BTEC courses were recently audited by Pearson and described as “exemplary”.

We offer CPD and training as a member benefit and our programme is guided by what members – companies in the assistive technology industry – tell us they want and need.

The emphasis is on practical skills you can take back into the workplace.

BTEC Pressure Care Awareness

Wellingborough 8 July 2015

BTEC Stoma and Continence Support

Wellingborough 15 & 16 July 2015

BTEC Healthcare and Assistive Technology

Wellingborough 10 & 11 September 2015

More detailed course descriptions and booking forms for all our courses are available at www.bhta.net/cpd Courses held in Wellingborough take places at BHTA’s own training and meetings venue, easily accessible from the M1, A1, A14 with good rail links (45 minutes from St Pancras etc). This is located at: BHTA, 2-4 Meadow Close, Ise Valley Industrial Estate, Wellingborough, Northamptonshire NN8 4BH

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The economic benefits of better equipment for children BHTA and its Childrens’ Equipment Section commissioned new research by Centre for Economics and Business Research (Cebr an independent economics and business research consultancy), which sets out the potential benefits of improving the provision of specialist childrens’ equipment.

The report suggests that current spending of £0.2 billion would need to be doubled to provide every disabled child with all the equipment they need.

We hope this report will be useful to members in making the case for increased spending on equipment and improved provision, and help to demonstrate the benefits that can generate.

Executive Summary of the report Cebr looked at the potential benefits of an improvement in the availability of equipment for disabled and terminally ill children.

The key findings of their analysis are: • More than one in twenty children (5.7%) in the UK is disabled in some way.

“ It would cost £0.5 billion

each year to provide every disabled child with all the equipment they need ”

• Specialist equipment, including wheelchairs, seats, communication aids, beds and postural support systems, plays a vital role in protecting • Even if the reduction in the need Cebr report findings the health of disabled children and for surgical and other interventions those who care for them. At present, driven by the improved availability of this equipment is under-provided by equipment is modest, these additional the bodies which have a statutory obligation to ensure that equipment costs could be recuperated. If, as case study the needs of disabled children are met. evidence suggests, the relationship between equipment and demand for other medical treatments is stronger, investment • This failure to provide equipment is worsening existing in the provision of equipment could stimulate significant conditions and leading to complications which necessitate savings in healthcare costs. additional medical intervention.

• To recoup the cost of providing every disabled child with all • This costs dearly in terms of avoidable pain and suffering, as the equipment they need, the proportion of children requiring well as creating a substantial medical bill for surgery, hospital surgery or treatment with Botox A, and related hospital admissions, therapeutic interventions and physiotherapy. admissions, appointments and physiotherapy must be • Our model suggests that the current cost of treatment reduced by a more than a third. for disabled children, made up of both medical costs and • If the proportion of disabled children requiring additional spending on equipment, was just under £1.9 billion in 2013. treatment was halved by proper provision of equipment • The vast majority of this spending (around £1.6 billion) was on this would be associated with a £ 0.13 billion per annum medical care, while just £0.2 billion was spent on equipment. reduction in the total cost of caring for disabled children.

This figure is based on a calculation around the total size of • If 80% of surgery and Botox A treatment taking place in the need, and the proportion of need which is currently being current world scenario was avoided though better provision met rather than a more robust estimate from public spending of equipment, this could provide savings of £0.47 billion. figures. This public expenditure data simply does not exist.

The full report can be downloaded from: www.bhta.net/content/ • It would cost £0.5 billion each year to provide every disabled economic-benefits-better-provision-equipment-disabled-andchild with all the equipment they need. This entails more than terminally-ill-children.html a doubling of present day spending.

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Policing our Code Every company who joins BHTA commits to a Code of Practice that means they go beyond the legal requirements in terms of customer service.

Overseen by the Chartered Trading Standards Institute (CTSI), this Code is at the heart of BHTA and it’s extremely important to us that it sets a meaningful standard that customers can rely on. We monitor this in a number of ways and the Code as a whole is also audited annually by a team of Trading Standards professionals from CTSI.

Customer satisfaction

Auditing

These are returned to BHTA by the customer; these forms both give us yet another method of ensuring member companies are living up to the Code and enable us to give members independent feedback from their customers. This is valuable for them in making their performance even better and provides testimonials for use in their own marketing.

BHTA member companies who regularly sell to the public are audited for their compliance with the Code of Practice and we’ve recently expanded our team of independent auditors to four people, all with long experience of the industry. This has enabled us to schedule more visits across the year, meaning that we now also audit companies who rarely sell to consumers, expanding the scope of the programme.

Every audit visit results in a report, delivered to BHTA by the auditor, which indicates any areas for improvement that the company needs to address. While we find the vast majority of members are compliant, where there are issues, we set a timescale for these to be dealt with and do have sanctions in place in the event that this doesn’t happen.

Mystery shopping As well as our regular audit programme, we also mystery shop our members. This is handled externally through Rica, using independent mystery shoppers (many of whom have a disability or long-term health condition) and this programme reviews 10% of BHTA members each year.

As these visits are unscheduled and the member has no idea they are dealing with a mystery shopper, this enables us to assess a typical customer’s experience. We include online sales in this programme, partly to ensure that customers who buy online rather than in their own home or a shop do receive all the relevant information.

BHTA also produces customer satisfaction forms, which should be provided to any consumer (i.e. member of the public) who buys from a member company – the form can also be completed online at www.bhta.net/consumers/your-opinion. html.

We also use the information provided by customer satisfaction forms to determine the winners of the BHTA Team of the Year and Individual of the Year, presented at our annual Awards dinner in December. Decided by customer feedback, these awards are a real tribute to the companies and people who go the extra mile and provide excellent service.

CTSI Conference 2015 - Bournemouth We’ve been raising Trading Standards Officers’ awareness of the BHTA’s Code of Practice and how this works to protect consumers buying assistive technology at the CTSI Conference, held in July.

As well as an exhibition stand for the Approved Consumer Codes scheme, we also participated in a mini-theatre session with the opportunity for Officers to ask specific questions.

BHTA is also supporting the development of a Safeguarding Vulnerable Adults Toolkit, produced by CTSI and launched at the Conference.

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British Healthcare Awards – open for business The winners of the British Healthcare Awards 2014 really showed the variety of what the healthcare and assistive technology sector does across the UK – 2015 entries are open now.

Winning entries included an online portal easing pressure on NHS resources, the launch of a folding wheelchair that can fit into an overhead locker, a drinking aid reducing dehydration, a sophisticated personal alarm ideal for dementia patients, an effective partner marketing programme and a puncture sealant designed for mobility scooter users. Six months on, those winning companies have gone from strength to strength, finding they have increased credibility and that interest in their products continues to build.

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Since our pioneering mobility scooter puncture sealant won the Independent Living Design Award, we have experienced greater enquiries from retailers and received even more reports regarding its effectiveness.

Retailers continue to feedback that engineer call outs to resolve flat tyres have significantly dropped and the added peace of mind the sealant provides is popular with end users.

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Tim Ross, TGA National Sales Manager

Here’s what the winners of our Independent Living Design Award, Best Established Product/Service and Best Product/ Service Innovation had to say:

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Winning the BHTA Best Established Product award in 2014 was a huge accolade for us. To be recognised within the health care industry by such an organisation has been of great benefit to the business. It has given us a level of credibility which has undoubtedly helped our quest to make The Hydrant more widely available and is supporting our goal of getting Hydrants to everyone who needs them free at the point of use.

We are now working with a number of CCGs to develop further our programmes to prevent hospital admissions through the prevention of dehydration.

The results so far are stunning and the BHTA Award has most certainly helped us to work more quickly with the CCGs than might otherwise have been the case.

Mark Moran, Hydrate for Health

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After winning the Best Product/Service Innovation award, Buddi is rapidly expanding across UK and overseas markets thanks to demand for a reliable and easy to use product. At home, it is working with more than one hundred local authorities creating new opportunities in existing markets because of the additional fall alert feature in the new Buddi wristband and two way radio in the clip, giving users even greater peace of mind. Police forces are using Buddi’s wristband and clip to protect of domestic violence victims and other vulnerable victims. There is international interest from distributers across the globe, including Canada, Mexico and Singapore.

Last year Buddi’s technology was fully certified by the U.S. Federal Government, opening the door to further business in the lucrative American marketplace. An agreement with American firm Intel-GE Care Innovations ensured the distribution of Buddi’s new activity monitoring wristband throughout the USA. Sara Murray, the founder of Buddi, was named Most Promising Women Entrepreneur by Fortune Magazine, the U.S.magazine.

Buddi spokesperson

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You have the opportunity to join these companies in becoming an award-winner, raising your profile and giving your business a boost. Entering the British Healthcare Awards is simple, costeffective and you have until 18 September to get your entry in!

Our categories are: • Best New Business – for businesses with future potential, established in the last five years • Best Product/Service Innovation – for innovative products or services, brought to market in the last three years • Best Established Product/Service – for products or services on the market for more than three years, that continue to deliver great value to customers • Best Marketing Campaign – for campaigns delivering demonstrable results for the business • Best Creative Solution – for creative communications that respond to a business need • Independent Living Design Award – for products that have significantly enhanced independent living.

We believe most assistive technology businesses will be able to enter for at least one of these national awards and believe there are real benefits. We hope to receive an even higher number of entries than last year - the process is very simple and completely electronic, with no paper copies required.

Simply complete and return the entry form at www.bhta.net/ awards, then pay the £27 fee and we’ll provide a link for you to upload your entry. It’s quick, simple and you have until 18 September 2015 to send in your entry.

Our panel of independent judges, representing the industry, healthcare professionals and end users will review all the submissions and decide the winning entries.

All our winners will then be presented with their awards by BBC Breakfast’s Bill Turnbull at our Awards dinner on 3 December.

Held at the Grange St Paul’s hotel in central London, this is a sparkling evening with a three course dinner, wine, and dancing to a live band after the formal The British H presentation. It’s a night not ealthcare to be missed and we do Awards 2015 hope you’ll join us.

Help us Demonstrate your pride in your work and boost your business: www.bhta.net/awards

find the best in Britain’s Healthcare Ind ustry

As well as the categories above, which businesses can submit their entries for, we also recognise the BHTA Team of the Year and Individual of the Year, directly based on customer feedback.

“Winning the BHTA Individual of the Year award 2014, has made a positive impact on my business. Clients have responded very positively. Since the award I haven’t looked back, it’s opened doors and given me a real boost.”

Gary Tidman, Only Lift Services These awards are decided from the BHTA customer satisfaction forms returned by your customers, so make sure you’re providing a form with every purchase. This both gives customers the opportunity to feedback through an independent process and gives you the best chance of having your work recognised!

If you’ve already used all the forms initially provided, you can download more from www.bhta.net/ customersatisfaction.

A special award is also presented each year to someone who has made what the BHTA believes to be an outstanding and inspirational contribution to the industry.

If you know someone who fits the bill, then you can nominate them for the Lifetime Achievement Award.

Please email nigel.woods@bhta.com for a nomination form.

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What an advantage…

Did you know that BHTA members have access to BHTA Advantage, an exclusive portfolio containing money-saving discounts, designed to support BHTA members both personally and professionally?

There is no sign up process, nor any extra charge to access these benefits – BHTA members are automatically eligible to access these benefits by virtue of their BHTA membership.

Here are just a few ways in which BHTA Advantage can benefit your business:

Office supplies and procurement The Buying Support Agency (BSA) guarantee to save members 20% on their annual stationery supplies spend and up to 35% on procurement*.

Discounted Microsoft Application Training QA is one of the UK’s leading training companies. BHTA members, and the businesses where they work, qualify for a huge range of discounts including 45% off Microsoft Desktop Applications training (including Word, Excel, PowerPoint) and 45% off professional development training*.

Free Business Utilities Assessment BHTA Advantage has partnered with LSI, one of the UK’s leading energy consultants who have recently won two awards at the Energy Live News Awards 2014; SME Best Customer Service and SME Most Trusted Consultancy. LSI is currently offering BHTA members an independent utility assessment free of charge with no further obligation*.

Sage 20% off Sage 50 Accounts and SageCover - PLUS request your free Sage Payroll software when you purchase Sage 50 Accounts or SageCover Extra*.

Visit BHTA Advantage via www.bhta.net/bhtaadvantage (you will need your member log-in to access the Advantage site) *Terms and conditions apply to all benefits. See website for details. Offers subject to change without notice. BSA Buying Group - Must switch entire office stationery supply spend and be trading with the stationery supplier for at least 12 months. If after this time there is evidence to support that you have not saved 20% or more on stationery, then the supplier will refund £500 if spend is over £1000. Sage – Software is single user, single company.

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New members

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A warm welcome to all these new member companies: INDEPENDENT LIVING PRODUCTS AND SERVICES 1. BATHROOM BASICS Stoke t 0800 1488302 e karen@karencork.orangehome.co.uk w www.bathroombasics.co.uk MOBILITY GROUP RETAILERS 2. DREAMWELL LIMITED Leeds t 0113 230 5680 e Enquiries@dreamwell.co.uk w www.dreamwell.co.uk PRESSURE CARE SEATING AND POSITIONING

STAIRLIFTS AND ACCESS 4. JMC HOIST SERVICES Arlesey, Bedfordshire t 01462 621363 e info@uk-jmc.co.uk w www.uk-jmc.co.uk

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TRADE AFFILIATE 5. BIT FORGE SYSTEMS Kris Allen Cloud-based asset, job and schedule management system Faringdon, Oxfordshire t 01793 680 863 e info@potsglobal.com w www.potsglobal.com

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3. PEACH - THE CHAIR SHOP Newcastle t 0191 267 1414 w www.chairshop.co.uk e Vivienne@chairshop.co.uk

Barcoding update If you are a manufacturer or own brander selling equipment which goes into the NHS, you urgently need to make sure you are up to speed on the timelines.

The NHS Standard Terms and Conditions now commit contractors to comply with the eProcurement Strategy. In essence, the expectation is that by the end of 2015 GS1 barcode data will be required for all products sold into hospitals and terms of contract will state clearly that any product or service delivered to the NHS must carry GS1 barcode data.

Health Hub Code Bank

During 2015-2016 all NHS Trusts must adopt GS1 as the system and will start de-listing non-compliant suppliers’ product.

Developed by Assistive Partner and BHTA, Health Hub Code Bank is a simple, low cost service to make your barcode data available to your supply chain. Free to access for any barcode user, this is a healthcare-specific datapool that makes data for your products available to all your customers from one source.

Benefits to suppliers include having a single data source for product information available to all NHS customers, reduced transaction costs (due to fewer price based invoice queries) and reduced supply chain disputes by provision of accurate and timely order, delivery and invoice information.

Charged on a volume basis so you only pay for what you use, Health Hub Code Bank allows you to put your data into a simple spreadsheet-style template and upload with one click.

The database is on secure website, so it’s accessible through any browser and there’s no need to install software.

The latest information and advice is being posted at www.bhta. net/barcoding

Barcoding has clear benefits; using Health Hub lets you realise them: www.healthhubcodebank.org/

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membersnews

RMS celebrate 40 years in business

RMS Directors and Managers

ability to tackle the jobs that sometimes others shy away from, The company, originally started by Roger Thompson in 1975, projects that are very bespoke and often awkward. People set up RMS to carry out repairs to McLaren buggies. Following know that if they bring a problem to us this the local Wheelchair Service asked they have a good chance we will be if RMS could recondition wheelchairs able to resolve it, as with 50 members and so the business progressed. RMS “ with 50 members of of staff on board we have a deep pool soon became an ‘approved repairer’ and staff on board we have a of knowledge gained over many years”. developed the business by making dropin seats, pommels, backrests and other deep pool of knowledge RMS can be contacted on 01795 special seating accessories.

477280 or via email sales@rms-kent.

gained over many years”

RMS has grown considerably in recent years, resulting in a move to new Wayne Cotter, Director premises in Sittingbourne in April 2014.

Wayne Cotter, Director, puts the growth down to everyone getting involved, “We listen to everyone in the team and we have someone dedicated to R&D always looking to the future” Current Directors Alan Wombell, Del Bryant and Wayne (all of whom were long established Managers at the time) purchased the company ten years ago when Roger retired. In 2014 they named their new premises ‘Thompson House’ in memory of Roger, who had passed away a few years previously; Thompson House was officially opened by Lia Thompson, Roger’s wife.

RMS is known for being approachable and creative as well as still being able to offer normal everyday solutions. Wayne says “I think we are very flexible as a company and we have built a reputation where if someone is struggling to get something produced, they know they can turn to RMS - we have the

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co.uk, the company website is www. ineedawheelchair.co.uk

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Blatchford’s clean sweep at BAPO Blatchford is delighted to announce that three of its technicians were successful in winning the British Association of Prosthetists and Orthotists (BAPO) Technician of the Year Award, sponsored

by Limbcare. The winners, Helen Gamble, David Beal and Jordan Lloyd, were presented with their awards by Limbcare Chairman Ray Edwards MBE at the BAPO Conference.

Helen Gamble, a Trainee Technician from Nottingham Mobility Centre picked up first place after a nomination from her local prosthetic team. Helen was inspired to join the industry by her father who has worked as a technician for over 40 years. She is involved in all areas of prosthetic manufacture including those usually carried out by more experienced staff, such as silicone cosmeses and upper limb myoelectric work. Helen’s innovative and professional demeanour also brings a fresh approach to the workshop. Recently, when her mentor was off work following an injury, Helen showed real initiative and a great deal of skill in fabricating a silicone finger to a very high standard resulting in a delighted patient!

In second place was David Beal from Sheffield Mobility and Specialised Rehabilitation Centre. David became a prosthetic technician in 2009 and has shown a keen interest in conventional limb manufacture. As conventional technician numbers and skills are declining with technology advances, David’s skills are vital to the active conventional users both in Sheffield and at Blatchford centres nationwide. David demonstrates the passion to deliver the best quality service, empathy towards patients, and attention to detail and workmanship. Patients regularly praise David’s work and ask for him to come into the clinic room to thank him.

And finally, Jordan Lloyd, CADCAM Technician, from Blatchford’s central fabrication manufacturing base in Sheffield received the 3rd place award. Jordan is part of a team that lead the way in CADCAM use in prosthetics and orthotics nationally, having developed a number of new product ranges and data

Adrian Stenson with the prize winners

collection and modification techniques that offer improved solutions for users. He was nominated for his work supporting clinicians to implement the use of CADCAM systems in Blatchford clinics. The support he offers to clinicians is essential to the successful implementation, delivery and ongoing support of CADCAM. In addition, Jordan demonstrates a great deal of care for each individual patient.

Adrian Stenson, Managing Director of Blatchford Clinical Services, commented: ‘I’m sure I speak for everyone at Blatchford when I say that we are very proud of Helen, David and Jordan in winning this national award. As a leading provider of clinical services in the UK, we are dedicated to providing a quality service and this success demonstrates the excellent level of care offered by our staff across the country.’

The Limbcare Technician of the Year Award is run by BAPO in recognition of technicians going the extra mile with three winners sharing a prize fund of £500.

Mobility Aids Centre - new ecommerce website July 2015 sees the launch of a totally new ecommerce website from the Mobility Aids Centre in Peterborough.

The company has been in the healthcare industry for over 30 years as a mobility retailer and importer of specialist equipment dealing with the public, NHS, and specialist therapists both locally and across the UK. The challenge for the company was how to replicate its local reputation for good service, product advice and after-sales service in an ecommerce site and ensure the customer received the same buying experience. Steve Perry, Marketing and Business Development Manager said: “The site was developed by focusing on our core values and reputation as a company, and then designing it with the user in mind, who may not be local to our large

retail centre. Product selection based on our knowledge over many years was a key factor, and also the ecommerce experience where we have endeavoured to make the advice and layout easy for product selection with telephone advice always available. We will be open 24/7 all year round.”

The Mobility Aids Centre is a family business and the site has been designed to offer their existing and new customers the same piece of mind when purchasing on line as they have always maintained face to face. As a BHTA member, the company will be the first to geo fence mobility enquiries and have a dedicated BHTA page to reflect their commitment to the Code of Practice.

The new responsive website will also allow easy access to the site via desk top, tablet and mobile formats, ensuring it is easy to navigate in all current formats of technology - this makes browsing easy whatever device is used.

To see the new website visit: www.themobilityaidscentre.co.uk To contact the company please email enquiries@themobilityaidscentre.co.uk

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membersnews Uniscan walker helps gardener to award success Jayne Smith from Stone, Staffordshire, is a multi-award winning gardener and puts much of her success down to her 10 year relationship with Uniscan, the world’s leading manufacturer and supplier of ultra lightweight three and four leg walkers.

During the past decade, Jayne – who had a left sided stroke 10 years ago - has been using Uniscan walkers to assist with her independent living and has just taken delivery of a new four wheeled Glider Plus Adjustable. As she explained: “The walkers have been a life saver for me - it is as simple as that and without it I would be unable to get out of bed never mind into the garden. From preparing meals and personal care to visiting friends and enjoying days out, the walker enables me to have complete independence and dignity on a daily basis.”

In recent years Jayne has won numerous gardening awards including: Best Garden in Staffordshire (Staffordshire newsletter), Street Scene Stafford’s Pride in your Patch awards, Inspiration to Others award and Stone in Bloom. In total Jayne has collected approximately 14 awards and admits none of it would have been possible without her Uniscan walker.

“The design and stability of the Walker allows me to carry small bags of compost, plant pots, garden tools etc around the garden and I also use the walker to help me access the borders when lowering myself to the ground and getting back up again.

Despite the pathway in my garden not being very level the walker is always stable and provides me with the peace of mind and confidence I need.” continued Jayne.

“Jayne is a true inspiration and we are delighted to hear about

her continued horticultural success and the part our walkers have played in it. Here at Uniscan we believe that a Walker can open up a whole world of opportunties that might otherwise not be accessible due to a lack of mobility or confidence and Jayne is a fantastic example of this” commented Director Geoff Morris.

For more information on the full range of Uniscan walkers available please call 01268 419288, email sales@uniscanwalkers.co.uk or visit www.uniscan-walkers.co.uk

Happy (and warm) in hats made in Herts!

Children from Afghanistan are happy after receiving thousands of hats made in Hertfordshire. The children, many of them injured and disabled following the recent conflicts, were given a head start after receiving almost 3,000 woolly hats from a local charity project.

The hand-knitted hats are the end-product of a nine-month partnership between Welwyn Garden City charity HAD (Hertfordshire Action on Disability) and the Hatfield-based Wel Hats initiative.

The hats arrived earlier this year at the HQ of the Kabulbased charity Disability Afghanistan Organisation (DAO) and are helping the children keep warm during the bitterly cold Afghan winter.

The project came about after HAD Chief Executive Annabelle Waterfield struck up a long-distance liaison with DAO head Omara Khan Muneeb via various social media sites.

“When Khan told me he formed DAO after he stepped on a landmine I knew immediately I wanted to help,” Annabelle explained.

“ When Khan told me he

formed DAO after he stepped on a landmine I knew immediately I wanted to help”

Annabelle Waterfield

“I’d like to thank our local MP Grant Shapps, the Wel Hats team and all the local knitters. Nick Brown of the local Chamber of Commerce was also hugely important finding a number of local businesses to fund the freight costs,” Annabelle continued.

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“Longer term we want to continue helping DAO by sending a selection of mobility products and medical equipment to Afghanistan. We’re hoping Wel Hats and the local business community will continue to support this project,” Annabelle added.

HAD provide a number of key services for older and disabled people including mobility equipment, accessible transport, driving lessons and assessments and information and advice.

For more information call 01707 324581 or visit www. hadnet.org.uk

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(Left) Shaun Joyce, Managing Director of Steeper’s Orthotics Division with (right) Paul Steeper, CEO.

RSL Steeper unveils new identity “From world-leading bionic limbs and lightweight orthotic materials to advanced technologies which enable people to control their homes, we deal with state-of-the-art product development and manufacturing techniques to design and create our In a major turning point for the business, products. Our rebrand, however, “ Throughout its history, RSL Steeper will now be known simply reflects our approach: cutting through as Steeper – a streamlined brand identity Steeper’s products and this highly technical world to place which has refocused the company’s individual people at the heart of services have been vision: to be the world’s first choice for everything we do, providing them with dynamic and progressive prosthetics, known as the catalyst for simplicity and a personal touch in orthotics and assistive technologies ” overcoming limitations complex and challenging times. It also which empower and change the gives us the opportunity to refocus lives of patients and clinicians for the Paul Steeper, CEO on a refreshed set of company values better. A new strapline – creating life’s – care, integrity, and patient focus – turning points, together – illustrates the which will lead us in our work for the collaborative, supportive approach taken next 100 years.”

by Steeper to guarantee a positive outcome for each individual.

As it approaches its 100th year of enhancing people’s lives, the leading provider of innovative orthotic, prosthetic and assistive technology products and services has relaunched with a new identity and outlook.

Paul Steeper, CEO at Steeper explained: “Throughout its history, Steeper’s products and services have been known as the catalyst for overcoming limitations. We take pride in contributing to the turning points at which people regain independence, rediscover a hobby or activity, or take back control of their lives and it is this that has always driven us to innovate and diversify.

Steeper’s rebrand is the result of extensive research and workshops with employees, customers, clinicians and distributors and brings together all divisions of the company together under a unified and consistent identity.

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Get wise…

BHTA produces a range of free consumer advice leaflets, designed to support end users and offer independent advice. They are available to member companies to use with their customers, can be downloaded from our website and are sent to members of the public on request.

When someone buys the equipment that is right for them, it can make a real difference to their quality of life, giving them freedom and independence. These step-by-step guides are designed to help users make the right choice.

Get wi\e to getting more from your battery

Get wi\e to buying a mobility vehicle

Get wi\e to u\ing electric \cooter\ and wheelchair\

Get wi\e to buying a \tairlift

A guide to maximising the performance and lifespan of batteries for powered mobility equipment

A guide to helping you make the right decision

A Highway Code for users

A guide to help you make the right decision

No vehicle performs to its full potential without an efficient fuel system. Electrically powered wheelchairs and scooters are no exception. The batteries fitted to powered wheelchairs and scooters act as their fuel tanks and should be topped up and well maintained accordingly, for users to enjoy the full freedom and mobility they expect.

Common questions and answers Q. When should I charge mobility vehicle batteries in order to get the most out of them?

A. If your vehicle has gel batteries (Most powered wheelchairs) • Fully charge them to begin with.

Once, say every two months, let the batteries discharge as you did when they were new before recharging them.

A mobility vehicle can definitely improve your lifestyle.

No longer will you be confined to your home, reliant on others and unable to fully control your own life.

• Never allow batteries to run completely flat.

• Total Freedom • Total Independence • Total Dignity

A. If your vehicle has sealed lead-acid batteries (Most scooters)

• Fully charge them to begin with.

Making the right decision

• Recharge them when you have finished with the vehicle for the day or if you are unable to do this, charge them once a week.

The best way to ensure you make the right decisions is to see, and try, a wide range of models from different manufacturers. You should first contact your local BHTA specialist, and visit their local showrooms. Here you can see a number of models, and make proper comparisons of size, comfort and handling. You will also meet and get to know their staff and your backup team. If you cannot visit, then book a home demonstration, and try the different products in and around your own home. Give yourself time and try to avoid rush decisions.

• Every two months, let the batteries discharge until the battery gauge shows a low charge.

• Recharge them when the battery gauge shows a low charge. Be careful not to get stranded with flat batteries!

• Recharge them once a week in any case.

• After around 20 charges, when the batteries have reached their full capacity, you should change tactics and charge them when you have finished with the vehicle for the day, then:

• Never allow batteries to run completely flat.

Q. How should I charge mobility vehicle batteries?

A. Whatever type of battery your vehicle has

• Use only the automatic charger supplied with the vehicle.

Making an informed choice

Why should we have a Highway Code for electric scooters and wheelchairs

Today it is increasingly common to see a scooter or power chair being used by people of all ages and abilities. People have now found out that these mobility vehicles are popular because without them they would be housebound, or restricted to only very limited distances, and that they are easy to control, economical to keep, and actually pretty good fun!

The idea comes from watching some of the silly things people do on such vehicles, and some equally silly things I have done myself, while using my own scooter.

When I had my first driving lesson the instructor said to me “When in charge of a car you are in charge of a potentially lethal weapon”. To claim a scooter or wheelchair falls in the same category would be a bit dramatic, but it is still possible to do considerable damage to yourself or others.

However, deciding on which model to see and which company to buy from is very important, and can be difficult. You need to know that the product is suitable for all your needs, and that the company is a qualified and experienced supplier. You need to know that they will look after you and your vehicle, now and in the future.

This is why the BHTA has produced this guide to help you choose the best combination of product and supplier, helping you to make an informed choice and decision.

General points to consider before buying your vehicle

The categories of road users in the Highway Code are pedestrians, cyclists, motor cyclists and motorists. As a wheelchair/scooter user you don’t really fit any of these categories. You may however partly fit any of them.

Make sure you are able and fit to use it safely.

• Does the company offer a choice of manufacturers and models?

There are also fixed stairlifts with a wheelchair platform, but although the platform usually folds up against the wall, they do take up a lot of room and many domestic stairwells may not be broad enough.

It is important to arrange for your local Occupational Therapist Department or any reputable dealer to assess and advise you. This true even if you have driven a car previously, as it is very different from driving a scooter/wheelchair. If in doubt as to whom to ask, call the BHTA on 020 7702 2141.

Vertical, or through-the-floor lifts, are ideal for wheelchair users but do involve major structural alterations and cost more than stairlifts.

• Is the company able to provide other medical products you may require?

Short rise lifts are ideal for coping with small changes in floor level – at a front step or in a split-level hallway – where there is insufficient space to put a ramp. Some structural work may be required to ensure that the main mechanism is sunk below ground level.

• Will the company provide details of another local approved repairer, when you are away on holiday in the UK?

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Get wise to buying safely

Get wise to buying a mobility vehicle

You need to be sure what you need, know where to buy it and how much to pay; advice on the questions you should ask yourself before you shop and your supplier before you buy.

With so many vehicles to choose from, this leaflet gives the pros and cons of power chairs and scooters; a guide to helping you make the right decision.

01/04

Get wise to using electric scooters and wheelchairs

Get wi\e to making \ure your wheelchair remain\ \table

A guide to maximising the performance and lifespan of batteries for powered mobility equipment

BHTA guidelines on stability for wheelchair users

A wheelchair user’s guide to public transport

What is stability?

Steps, kerbs and soft ground

Generally, for a wheelchair to remain stable, it must be upright on its wheels with the combined centre of mass of the wheelchair and user being within the wheelbase of the wheelchair. These guidelines should only be used in conjunction with the manufacturers’ instructions for safe use.

When travelling up, down or across a slope, contact with relatively small obstacles can cause instability leading to tipping or sliding. Hitting obstacles can also cause the seated occupant to slide forwards or fall forwards out of the wheelchair. Use on soft ground can lead to similar problems, as small or narrow wheels tend to sink into the ground.

Negotiating kerbs or steps should be undertaken following the manufacturers’ instructions, but always try to use dropped kerbs and ramps if possible.

As a wheelchair user, you will find that more and more public transport is becoming accessible to you. New regulations mean that in future trains, buses and taxis will all have to be designed so that most wheelchair users can travel in them.

Common questions and answers Q. When should I charge mobility vehicle batteries in order to get the most out of them?

A. If your vehicle has gel batteries (Most powered wheelchairs) • Fully charge them to begin with.

Once, say every two months, let the batteries discharge as you did when they were new before recharging them.

• Never allow batteries to run completely flat.

A. If your vehicle has sealed lead-acid batteries (Most scooters)

• Fully charge them to begin with.

What affects stability?

• Recharge them when you have finished with the vehicle for the day or if you are unable to do this, charge them once a week.

Ramps and slopes can present a high risk to users if they try to climb, descend or travel across slopes that are steeper than the safe working limit of the wheelchair. Appropriate gradients and surfaces should not cause problems if they are within the capability of the wheelchair. Wheelchairs should only be used on ramps or slopes that are less than the maximum safe slope specified by the manufacturer.

• Every two months, let the batteries discharge until the battery gauge shows a low charge.

• Recharge them when the battery gauge shows a low charge. Be careful not to get stranded with flat batteries!

• Recharge them once a week in any case.

• After around 20 charges, when the batteries have reached their full capacity, you should change tactics and charge them when you have finished with the vehicle for the day, then:

• Never allow batteries to run completely flat.

Note: It is important to find a reputable dealer or supplier. An expert will give good advice regarding capability and suitability of each wheelchair.

Q. How should I charge mobility vehicle batteries?

A. Whatever type of battery your vehicle has

• Use only the automatic charger supplied with the vehicle.

Wherever possible, wheelchairs should be tested on any slopes that will be used regularly.

• Allow the charger to complete its charge cycle, until the green “fully charged” light on the charger shows. This may take 12 hours or more in some situations.

Get wi\e to u\ing public tran\port

Here are some basic facts that you might find it helpful to know, particularly if you do not use public transport but would like to do so.

Cushions

The addition of seat cushions will raise the centre of gravity of the wheelchair and reduce the stability of the wheelchair in all directions. The addition of a backrest cushion will move the centre of gravity forward, improving rearward stability but decreasing forward stability.

• Do not leave the charger switched off whilst connected to the vehicle – some chargers will allow batteries to drain quite quickly if you do this. Always disconnect the charger from the mains when disconnected from the vehicle.

Full of tips, this is written with the cooperation of leading battery manufacturers; a guide to maximising the performance and lifespan of batteries for powered mobility equipment.

The BHTA Code of Practice is the first in the healthcare industry to have been approved by the Trading Standards Institute.

Getting on and off There are different kinds of boarding aids to help you use public transport.

• In future low floor buses will have a ramp. In towns most will be power operated by the driver from his seat. In rural areas, the driver may operate the ramp manually.

The reason we’ve done this is to reassure you that our members are responsible businesses and not involved in inappropriate selling tactics.

Get wise to making sure your wheelchair remains stable Considering the many factors that can affect stability, and therefore safety; BHTA guidelines on wheelchair stability for end users.

You can request a copy of the Code from the company or from the BHTA. We take complaints very seriously and we will do all we can to sort out your problem, if it can’t be resolved between yourself and the company that you bought your product from.

First of all you need to check that your complaint is valid. For example: You should have: · Told the salesman exactly what you wanted the product/service for and what you expected it to do. · Given the salesman all relevant information about yourself at the time of purchase. · Read the paperwork. · Followed the instructions.

• Modern trams and rapid transit systems have level boarding so you can move straight from platform to tram without a ramp or lift.

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A condition of BHTA membership is that they abide by our Code of Practice.

This means that: · You can expect a high standard of behaviour and service from them. · Their behaviour is policed. · Members, through the BHTA, keep themselves up to date with legislation and best practice. · Should anything go wrong and can’t be resolved with the company then you can call on the BHTA for assistance. · Independent arbitration is available for resolution of complaints.

Is my complaint valid?

• Taxis generally have manual ramps, which the driver will operate.

The stability forwards, rearwards and sideways can be reduced by the user moving their upper body or by leaning out to operate switches or pick something up. However, rearward stability can be improved when climbing slopes if the user can lean forward.

Get wise to getting more from your battery

We at the British Healthcare Trades Association (BHTA) represent nearly 400 companies who make and sell many different products and services, known as Assistive Technology products, designed to help vulnerable people in their own homes as well as in the NHS and in the community. These include all sorts of mobility products like scooters and wheelchairs; stairlifts and hoists, stoma and incontinence products.

• On most trains manual ramps are kept on the platform or on the train.

User body movement

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Unfortunately sometimes things do go wrong.

Hopefully with commonsense and good will, they can be sorted out to everyone’s satisfaction before resorting to the law.

• Higher floor buses and coaches are more likely to have lifts, which will be operated by the driver or another member of staff.

Added weight

The attachment of accessories or other items such as shopping bags, ventilators or oxygen cylinders hung or positioned on the rear of the wheelchair will move the combined centre of gravity of the user and wheelchair rearward. This may not cause problems on level ground, but it can make the wheelchair unstable when climbing a slope or ramp. Never carry passengers.

• Leave the charger connected and turned on until you need to use the vehicle again. The charger will then keep the batteries topped up.

If you prefer not to leave it turned on, the batteries will not be kept topped up, so you should instead recharge say once a week.

The transport operator has the right to refuse to let you travel if he believes that your wheelchair is not in a safe condition.

There will continue to be a need for door to door transport services for those who cannot be public transport users.

• You have a scooter (which will be difficult to manoeuvre and may be unstable in a vehicle).

If you’ve just bought a product and for whatever reason, are not happy with it, this leaflet aims to explain how to go about making a complaint

You must ensure that your wheelchair is in a safe condition to travel. This means, for example, making sure that it is correctly maintained, that the tyres are properly inflated, that you have not overloaded the back of the chair with bags (this can cause the chair to tip over backwards on a ramp). If you have a powered chair, you must also ensure that the battery is secure. If your chair has adjustable kerb climbers you should check that they are set so that they do not catch on the ramp.

• Your chair is very heavy, or • You need to travel with your legs fully extended or the backrest reclined, or

If even a couple of stairs become a barrier or safety hazard, your own home can suddenly disable you; a guide to the issues to consider when choosing and buying a stairlift.

Get wi\e to making a complaint

The majority of wheelchair users will be able to use public transport. But you may find that you can’t if: • Your chair is very big (taking up a space – when you are in it – of more that 700mm wide or 1200mm long), or

Seating systems

Seating units fitted into wheelchairs, tilting seating units or reclining backrests can have similar effects on stability to the addition of cushions, by moving the user upwards and possibly forwards or rearwards within the wheelchair compared to the original seating position. This will affect stability in all directions.

01/06

Get wise to buying a stairlift

Written by wheelchair user Elizabeth Godfree this is invaluable for mobility vehicle users planning to travel on our roads and pavements; a highway code for users.

Get wi\e to getting more from your battery No vehicle performs to its full potential without an efficient fuel system. Electrically powered wheelchairs and scooters are no exception. The batteries fitted to powered wheelchairs and scooters act as their fuel tanks and should be topped up and well maintained accordingly, for users to enjoy the full freedom and mobility they expect.

Who to turn to?

When installing a domestic lift, your first move should be to get an independent assessment of your daily living needs. Occupational Therapists (OTs) are trained professionals who work for local social services or social work departments and they can offer independent advice not only on potential access solutions, but also on the variety of grants and funding options which may be available to help with the cost.

This discussion will help you to decide how best to solve your problems and you’ll be in a much better position to get the support and facilities you need.

Fixed stairlifts are powered mechanisms mounted on stair-fixed tracks, which follow the line of the stairwell (so can be either “straight” or “curved”). A majority of these are used by people who can walk, but find stairs a problem; the user is normally seated during transfer, although some models allow you to perch or stand, which might be preferable if you have difficulty bending your knees.

• Know the rules of safety and consideration for yourself and other people.

• Can the company provide servicing and finance plans and information about comprehensive insurance?

• Do you know the cost of call outs and in-house servicing?

Choosing your stairlift

Access options Domestic lifts come in a variety of forms; your final choice ultimately depends on your own particular needs and situation.

It is usually possible to get advice through your local Social Services or Occupational Health Service. You need to be able to: • See well enough to be safe.

• Cross busy roads. This is not as easy on a scooter/wheelchair as on foot.

• Is the company based near you with showrooms, servicing facilities, and on the road repair and service engineers?

• Do not leave the charger switched off whilst connected to the vehicle – some chargers will allow batteries to drain quite quickly if you do this. Always disconnect the charger from the mains when disconnected from the vehicle.

When this happens, you are left with four choices: do nothing, all too quickly losing the ability to live independently in your own home; you can re-organise the house in order to live and sleep downstairs; you can move to a bungalow or ground floor flat; or you can install some form of domestic lift. This last option is likely to be the least distressing, the most practical, and financially prudent means of ensuring you retain as much independence as possible.

• Adequately control your vehicle and do all the possible manoeuvres, such as reversing, climbing and descending kerbs and turning safely.

• Is the company a member of the BHTA?

• Leave the charger connected and turned on until you need to use the vehicle again. The charger will then keep the batteries topped up.

If you prefer not to leave it turned on, the batteries will not be kept topped up, so you should instead recharge say once a week.

There are currently over 23 million households in the UK, many in buildings more than fifty years old and most of which contain steps. This isn’t a problem when you have no difficulty climbing stairs, but if – for whatever reason – even a couple of steps becomes a major barrier or physical hazard, your own home can suddenly quite seriously disable you.

Under NO circumstances is it permissible for scooters or wheelchairs to be driven on motorways.

Which Highway Code category do wheelchair/scooter drivers come into?

Points to ask:

• Allow the charger to complete its charge cycle, until the green “fully charged” light on the charger shows. This may take 12 hours or more in some situations.

Road or footpath?

Some wheelchairs/scooters can only be driven safely on the road. This does not always make it safe to do so. To drive safely on the road it is advisable to have a vehicle capable of doing 6/8 miles an hour, equipped with headlights, rear lights, flashing indicators and a horn. Even with all this you may not use dual carriageways unless you also have an additional flashing beacon light and you are not permitted to use bus lanes or cycle tracks.

Did: · The salesman say exactly what the product could and could not do? · You feel pressurised into making a decision? · The salesman offer any alternative product/service at the time? · The company meet promised timescales (for delivery etc)?

01/02

01/02

Get wise to using public transport

Get wise to making a complaint

Useful tips for safe travel in trains, buses and taxis; a wheelchair user’s guide to public transport.

If you’ve just bought a product and for whatever reason, are not happy with it, this leaflet aims to explain how to go about it.

Our full series of Get wise leaflets is available at www.bhta.net/home/get-wise.htm or by contacting BHTA on 020 7702 2141 or at bhta@bhta.com 18

020 7702 2141

www.bhta.com

Section Chairs 2015 The BHTA is the largest trade body in the healthcare field in Britain representing nearly 500 companies, small, medium and large, organised in one or more of 14 sections covering most sectors of the industry.

This unique sectional structure provides a platform for all companies to have an effective voice within BHTA and, through the Association, to influence the development of healthcare policies in the UK. The sections and the Section Chairs are: AAC David Morgan Meandi Business Services Ltd Tel: 07860 438372

Hearing Care Clare Kewney Age UK Hearing Aids Tel: 0800 524 4708

Prosthetics Mark Davies Steeper Tel: 0113 2704841

Beds and Support Surfaces Leyton Stevens Invacare Ltd Tel: 01656 776200

Independent Living Products & Services Andrew Stevenson Nottingham Rehab Supplies Tel: 0845 121 8111

Stairlifts and Access Lee Farrington Dolphin Stairlifts Ltd (Midlands) 0121 525 8925

Childrens’ Equipment Holly Jenkins Jenx Limited Tel: 0114 285 3376 Dispensing Appliance Contractors Kevin Hodges Kevin Hodges Consulting Tel: 07711 627419 FAME Robert Froomberg Safety First Aid Group 0208 4573777

Mobility Group Jeanette Warner Better Mobility Ltd Tel: 01442 768 782 Orthotics Colin Hurley Colin Hurley Business Development Consultant Tel: 07921 917100

Chairman Mike Lord tel 020 7702 2141

Stoma and Continence Products Philip Salt Salts Healthcare Ltd Tel: 0121 333 2000 Telehealthcare Current vacancy

Pressure Care, Seating and Positioning Debbie Williams Invacare Ltd Tel: 01656 776200

who’swho

Tracy Lloyd Director General

Ray Hodgkinson MBE Director of Public Affairs

Sarah Lepak Director of Governance & Policy Development

Lord Rennard Director of Communications

Sally Edginton Research & Committee Support Officer

Nadim Anwar Operations Manager

Nigel Woods Training and Events Co-ordinator

Greg Askew Sales and Relationship Manager

Susan Burberry Accounts Administrator

Karim Uddin Membership Co-ordinator

Donna Eade Shopmobility Co-ordinator

Philip Woodward Accreditation and Professional Development Manager

19

18th & 19th October 2015 / NEC Birmingham

Ellen, Blue Badge Company

Kim, Sidhil

Rebecca, Capatex

Angus, Happy Legs

Trade Days was a resounding success for Drive Medical; with entry restricted to Trade customers, it was conducive to good, constructive business discussions - we were delighted to rebook for 2015.

Richard McGleenan, Managing Director, Drive Medical

Sarah, Helping Hand

As far as we are concerned you “nailed it”, we had an excellent show! We saw exactly the audience we wanted to see. We had enough time with them and they didn’t feel pressured and overcrowded on the stand.

Mark Diaj, Managing Director, Able2

David, Gordon Ellis

Mark, Able2

Elaine, Electric Mobility

Join us again at the UK’s sole TRADE ONLY business to business event for the mobility, living aids and assistive technology industry.

Meet over 130 suppliers Take advantage of the special trade deals and save £££

Supported by:

Meeting spaces available for networking and in-depth discussions Choose from a packed programme of free business, sales and marketing seminars

Register for your FREE place now at: www.tradedays.co.uk