Wheelchair Services in York - Learning from People’s Experiences

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Summary of report content

Healthwatch York designed several focus groups and a survey to help understand people’s experiences of using wheelchair services in York, by highlighting both the issues faced, and the positive experiences. After the issues with wheelchair services were recognised at national level, and a member of public raised concerns about the waiting times and reassessment and delivery of new chairs, Healthwatch was asked to look into this and feed back to the Health Overview and Scrutiny Committee with their findings. Healthwatch attended a few small focus groups and carried out a survey to find out about people’s experiences, which was shared with partners and distributed to local care homes. Common themes identified in the survey were to do with the Wheelchair Centre. The main issue that was immediately apparent was the long waiting times in between chairs. Those who seemed especially frustrated with the service were those with children who used wheelchairs, as their health is more at risk due to their changing needs. Also, staff members are perceived as working their hardest to help, for example by providing a buggy loan in the long waiting times between new chairs being provided. 36.36% respondents felt they could not recommend the service. The report contains more details of the focus groups and surveys and a one to one with a parent of a wheelchair user. Healthwatch made several recommendations to the NHS Vale of York CCG on ways to improve the service. The report includes detailed findings from the focus groups and the surveys.

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General details

Report title 
Wheelchair Services in York - Learning from People’s Experiences
Local Healthwatch 
Healthwatch York
Date of publication 
Friday, 1 May, 2015
Date evidence capture began 
Monday, 20 April, 2015
Date evidence capture finished 
Saturday, 25 April, 2015
Type of report 
Key themes 
Cost of services
Lifestyle and wellbeing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Other local body
If this work has been done in partnership, who is the partner? 
York Independent Living Network, York Inspirational Kids, and CANDI
Primary research method used 
Focus group
How was the information collected? 

Details of health and care services included in the report

Community services 
Other services 
Equipment service

Details of people who shared their views

Number of people who shared their views 
Age group 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Not known
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.