An easy read version of these FAQs can be accessed by clicking here.
How long will it be from referral until I get my Wheelchair or additional accessories?
Staffordshire Wheelchair Service is commissioned by Staffordshire and Stoke on Trent ICB on an 18-week pathway, and we will prioritise in accordance with the criteria and an individual’s clinical need.
You can access a copy of the eligibility criteria by clicking here.
We are prioritising them on the most urgent clinical need but unfortunately this does mean that at the moment some equipment provision is currently taking longer than 18 weeks.
What happens when you receive my referral?
The clinical team will review the information and prioritise against the criteria and will then decide upon the most appropriate route – typical options are;
- Added to the waiting list for an appointment to see the most appropriate member of the clinical team.
- Prescription of suitable equipment that can be handed over by our Field Service Engineer team, with no need to see the clinical team.
If you are not eligible for provision from the NHS service you will receive a letter advising you of this, with a leaflet of where else you could seek help.
How long until I receive an appointment with the clinical team?
We will prioritise appointments for those with the most urgent needs.
We may need to arrange an appointment with a specialist clinician from a manufacturer, for example, for complex power chair assessment or specialist seating and we only have selected dates when these take place.
If you haven’t heard from us to book your first appointment within 8-10 weeks, then please call us on 0808 175 3996 between 8am- 6pm Monday to Friday and we will be able to advise you where you are on the waiting list.
Once I have had an assessment and/or a prescription of suitable equipment has been decided, why can’t you give me an estimated date for delivery?
Along with the delays we are currently experiencing, it can be hard to give a timeframe as there are multiple factors involved.
Examples are:
- The time it takes for notes and research from the clinical team, if the item is very technical or outside of our normal matrix of wheelchairs or parts, as we may need input from another colleague
- A quote is required from the supplier before we can place an order
- Response times if there is a query on the prescription
- The supplier having parts out of stock
- Complexity of a handover appointment and which members of the clinical team are required and location
- Appointment availability – we typically book up to 6 weeks in advance
Why don’t you hold stock of all the Wheelchairs?
Staffordshire Wheelchair Service receives a wide range of referral types from basic wheelchairs and buggies, through to complex powerchairs and bespoke specialist seating.
We do hold a fleet of chairs and parts, but often these need to be tailored to an individual and therefore we will order in these to match their individual prescription.
What should I do if my condition changes or deteriorates?
If your needs have changed, your condition has worsened or you are experiencing discomfort, please contact AJM by email on ssotwheelchairservice@ajmhealthcare.org and someone will get back to you.
If you do not have access to email, please call the customer service team on 0808 175 3996 between 8am- 6pm Monday to Friday.