FAQs

Frequently asked questions

Problems relating to an NHS provided wheelchair

Some wheelchair users and their families may experience problems relating to their wheelchair. These could include issues such as

  • Being referred to a wheelchair service
  • Getting the right wheelchair
  • Getting your wheelchair repaired
  • Delays in getting any problems resolved
  • How to make suggestions for improvements

The first four points should be resolved by talking the issue through with your wheelchair service directly. They may have also a Wheelchair User Forum that you could attend, especially to make suggestions about service wide improvements or developments that could be considered. If they don’t have a Wheelchair User Forum, do ask why not! Even if they don’t have a forum, this doesn’t mean the Wheelchair Service isn’t collecting feedback e.g. through satisfaction surveys so it is worth emailing them. If you don’t know where you local NHS wheelchair service is, you can ask your GP or look at the NHS directory of local services to help you. If you decided to buy a wheelchair through an independent retailer, then you should talk the problem through with them in the first instance.

However, despite talking directly with the wheelchair service provider, you may find your problem isn’t resolved. What do you do then?

We hope that the following step by step approach will help you.

  1. Identify exactly what your issue is, with any supporting dates and evidence. Being specific helps to resolve your problem.
  2. Contact the local wheelchair service provider who gave you your wheelchair to discuss the issue directly
  3. If you do not get a reply, ask the wheelchair service provider for an update on the situation and if you are unhappy with the response, raise a formal written complaint.
  4. If your problem still isn’t resolved contact your local Integrated Care Board (ICB). An ICB is the organisation that develops plans, funds and awards contracts for the health services in your area. The following link may help you find the right ICB.
    Find your local integrated care board (ICB) - NHS (www.nhs.uk)
    The person in the ICB who commissions the wheelchair service will be unable to deal with individual service users issues as they do not have access to the relevant notes. However, they are responsible for ensuring your wheelchair service provider delivers the service commissioned. They will expect the wheelchair service provider to have communicated any risks and issues to them in a timely manner and that remedial action plans are in place as and when appropriate.
  5. If your wheelchair was provided by the NHS, you may also want to contact the NHS service via the Patient Advocacy and Liaison Service (PALS) which considers patient experience and complaints. Details of how to contact PALS will be on the local NHS website.
  6. Healthwatch is another local service who may be interested in knowing about the situation.
  7. Your experience of your wheelchair service and of using a wheelchair is extremely valuable and joining the local wheelchair user group or forum will help to influence service improvements.

If you decide to buy a wheelchair privately you may find the British Healthcare Trade Association publications useful. They have a code of Code of Practice which companies registered with them should abide by. These can be found on their website Code of Practice doc – first draft: 15 April 2002 (bhta.com)

There is also a useful publication called ‘Get wise to accessing a wheelchair or mobility scooter GW-NAWMS-15.pdf (bhta.com)

How do I get a mobility scooter?

A mobility scooter is a great option if you’re disabled or struggle to walk but need to travel long distances. If you’re able to use one, they can make a huge difference to your quality of life and mobility. Unlike wheelchairs, though, mobility scooters are not available through the NHS. So how can you get one? 

Before you look at the funding options for mobility scooters, consider if you need one or if a manual or powered wheelchair may suit your needs better. There are different types of mobility scooters available, and your personal situation and needs will tell you which is best. This guide from Motability can help you choose the right mobility scooter. 

When it comes to funding, remember that a mobility scooter is more costly than a wheelchair - they can range from £400 to £5,000 depending on their type and size. Because they aren’t available on the NHS, the only options are buying or renting one yourself. Luckily, there are charities that can help with funding: Better Mobility has a list of organisations you can contact. ShopMobility UK’s nationwide network of centres hire out mobility equipment to the general public. Contact them to see what’s available in your local area.

Once you’ve decided on your scooter, there are a few extra things to think about:

  • Getting insurance for your mobility scooter
  • The rules around driving on the pavement or road
  • Any modifications your car needs to transport your mobility scooter
  • How you’ll store your mobility scooter
  • Charging and replacing the batteries on your mobility scooter  

Making sure you have confidence in the company supplying the mobility scooter. Their membership of The British Health Care Trades Association is a good indication that they’re a reputable company, as they sign up to their code of best practice.

What do I do if my wheelchair service cannot provide a wheelchair that suits my needs or that of my child?

If you or your child has specific needs, it’s even more important that you get the right wheelchair. Unfortunately, NHS wheelchair services do have a limited budget, and may not be able to provide a wheelchair that exactly matches your requirements. So what support is out there if you cannot get the right wheelchair? 

Firstly, we recommend that you get the support of a physiotherapist, occupational therapist or rehabilitation engineer either at the wheelchair service you use or the school or college your child attends. They can do an expert assessment so you can get a wheelchair that fully supports you or your child. The professional can also help with applying for additional funding from the local clinical commissioning group for your wheelchair if necessary. This is important as they will know your needs inside-out and can personally advocate for the changes a wheelchair will make to your quality of life.  

If local funding fails, we’d recommend looking at the Personal Wheelchair Budget, which offers funding based on your specific needs. You can also seek additional funding from the Access to Work scheme or local or national charities. Research charities that are specific to your condition or situation to improve your chances of your funding application being successful.  There are a few charities that can help with wheelchair funding for children, such as Whizz-Kidz or Variety. Often, loaning or renting a wheelchair can be more helpful for children as their personal needs may change as they grow. 

Do I need to insure my wheelchair?

There’s often a lot of confusion around wheelchair insurance. Is it something you really need, or can you go without it? Actually, there’s no requirement for your manual or powered wheelchair to be insured, but it’s something you should consider. 

If you’ve received your wheelchair from the NHS, you may not need insurance as the service is responsible for any repairs or maintenance costs. The NHS will also cover replacing your chair if your condition changes or your child grows out of their wheelchair. However, if you’ve purchased your wheelchair yourself, insurance can help reduce costs in the future. 

There are some instances where we would highly recommend getting insurance, for example if you have a powered wheelchair or if it’s a very specialised wheelchair, for example those used for sport. 

When you’ve decided to take out insurance for your wheelchair, it's worth taking some time to research a variety of different covers. Though most policies will cover third party claims if you accidentally bump into something or someone, every policy is different. Some of the most important things to check for include:

  • Does the policy cover theft? 
  • Does the policy cover accidental damage?
  • Does the policy cover breakdown and subsequent transportation home for me and my wheelchair?
Winter Pressures – Energy Information. What is the Priority Services Register?

 The Priority Services Register (PSR) is a free and voluntary system that your supplier uses to ensure the correct support is given to its most vulnerable customers. It is a system designed and overseen by Ofgem to better ensure that individuals with special requirements have access to additional support from their energy supplier as and when they require it. 

This support varies by supplier and by an individual’s circumstances, but can include: 

  • Large-format or Braille bills 
  • Advanced notice of service interruption 
  • Priority in a power cut 
  • Quarterly meter readings 

For more info: https://www.ofgem.gov.uk/get-help-your-supplier-priority-services-register 

Source: uSwitch, UKPowerNetworks, ofgem. With thanks to Millbrook for sharing the content. 

Winter Pressures – Energy Information. Who can sign up for the Priority Services Register?

Ofgem made changes to broaden the Register's eligibility to ensure that people are considered based on their circumstances — not just a list of characteristics. Previously, only aspects like age and disability were considered; but now, customers simply need to identify themselves to the supplier, who will then assess their circumstances and offer appropriate available services to suit them. 

You are eligible if you: 

  • have reached your state pension age 
  • are disabled or have a long-term medical condition 
  • are recovering from an injury 
  • have a hearing or sight condition 
  • have a mental health condition 
  • are pregnant or have young children 
  • have extra communication needs (such as if you don’t speak or read English well) 
  • need to use medical equipment that requires a power supply 
  • have poor or no sense of smell 
  • would struggle to answer the door or get help in an emergency. 

You might still be able to register for other reasons if your situation isn’t listed. For example, if you need short-term support after a stay in hospital. 

 

Source: uSwitch, UKPowerNetworks, ofgem. With thanks to Millbrook for sharing the content.

Winter Pressures – Energy Information. How do I sign up to the Priority Services Register?

If you would like to have access to additional services from your energy supplier, you simply need to contact your supplier to sign up to the Priority Services Register. You can also ask your supplier to forward your details to your network operator if you are dependent on a consistent energy supply for medical reasons. 

https://www.ofgem.gov.uk/get-help-your-supplier-priority-services-register 

 

Source: uSwitch, UKPowerNetworks, ofgem. With thanks to Millbrook for sharing the content.

Winter Pressures – Energy Information. General Handy Tips.
  1. Remember never to put yourself in danger and to alert the emergency services if a dangerous situation arises. 
  2. Where possible, consider making alternative arrangements to stay with family or friends if you are affected by a power outage. 
  3. Keep a torch and spare batteries handy. If you are using candles then please be careful. An open flame should always be used responsibly. Never leave lit candles in unoccupied rooms or with unsupervised children or animals. 
  4. It is handy to have access to hot water during a power outage; if you can, boil water and store it in flasks in advance of the power outage. It would be sensible to store as much hot water as possible. 
  5. You should limit the use of your laptop or your smart phone in the lead up to the power outage to preserve the life of the battery.
  6. In the event that you need to phone your energy company, please keep their emergency telephone numbers handy 
  7. Keep an old-fashioned corded phone which you can plug in, as cordless phones may not work in the event of a power outage. 
  8. Keep fridges and freezers closed with a blanket over them – they will stay cold for many hours. 
  9. Look out for elderly neighbours and ensure they are prepared for a possible power outage.

 

Source: uSwitch, UKPowerNetworks, ofgem. With thanks to Millbrook for sharing the content.

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