August 2018 – Wheelchair Services pre-consultation engagement work
People told us the areas of improvement they would expect to see from the service and identified solutions to inform the service specification.
People told us:
- They would like the right good quality equipment first time
- Equipment that supports independence and consideration of lifestyle and a wider range of equipment
- 24/7 repair service for all that is responsive and includes same day repair service for complex wheelchair users
- Well trained staff and a clear referral process and information about what to expect, when and how
- Complex service users and children and young people who have changing needs over time getting planned reviews regularly and timely re-assessments
- Timely honest communication, including calling people back, and updates on progress
- Accessible communication – type talk, language interpreters (including staff who can speak different languages) and more use of technology
- Regular clinics in other areas and settings and appointment bookings managed in a timely way
- Fast track appointments for urgent needs
- Holistic approach to providing information for people who use a wheelchair – multiagency approach to creating information to support people
- Personal budgets, equipment and advice on buying equipment independently
- Comprehensive training on the use and maintenance of equipment
- Employ service users in the organisation, look at a the role of the voluntary and community sector in providing non clinical services with a clinical partner
- Develop service user led service evaluation, principles and information and robust monitoring of the service involving service users
- Investment in the service to keep people healthy and well
- Look at areas where people can contribute costs – rental equipment, topping up funding and personal budgets
- Recycle and repair
What we are doing
The CCGs have worked together to understand the findings from all the engagement. This included findings from Healthwatch and previous engagement in Autumn 2017.
Using the information provided the CCGs can now work with the current provider to support service improvements and continue to work together to develop a new service specification.
Work to develop a specification will continue in October at a workshop aimed at service users, carers and families. The purpose of the workshop is to help develop and co-design the service specification.
Following the workshop a service specification will be developed.