Service User Information
Information and guidance for service users, their families and carers about our NHS Wheelchair Services and how to access them.
Service User Information
Requesting information in an alternative format
To request information or any of our key documents is an alternative format such as braille, easy to read, larger print, audio or other format, please email us at enquiries@rosscare.co.uk quoting the publications title plus the format you require.
Accessing NHS Wheelchair Services
New to the Wheelchair Service
If you have never used the Wheelchair Service, you will need a referral from a qualified healthcare practitioner. This could be from a:
- General Practitioner (GP)
- Occupational Therapist, or Physiotherapist
- Hospital Consultant
Reassessment of Your Needs
If you are already known to the Wheelchair Service and have equipment on loan from us, you can request a reassessment of your needs. Please complete the request for reassessment form, you can request this from your local Wheelchair Service.
We may need to ask a healthcare practitioner to complete a new referral form in some circumstances. Alternatively, you can call the Service Centre who will support your request.
Receiving a Referral
When we receive your referral, a clinical team member will review the information provided. All referrals are prioritised according to the Wheelchair Service specifications and criteria which may differ depending on service or local authority. We may need to contact you or the practitioner who referred you to find out more information or discuss your needs.
Health and Wellbeing Outcomes
Wheelchair Outcomes Assessment Tools
We utilise the Wheelchair Outcomes Assessment Tools (WATCh and WATCh-Ad), a patient-centred outcome measure developed by the Centre for Health Economics and Medicines Evaluation (CHEME). The WATCh tools allow wheelchair users to select the most important outcomes and give an example of what they hope to achieve for each one.
If you are new to the Wheelchair Service and meet the eligibility criteria, you will be sent a WATCh Health and Wellbeing Outcomes form to complete before your appointment.
During your assessment, our wheelchair therapists will help you identify your health and wellbeing goals and desired outcomes. We will co-design a care plan that supports these outcomes and any wider care plans you have, discuss your equipment options with you, and explain what a PWB is and how it can help meet your needs.
Personal Wheelchair Budget (PWB)
A Personal Wheelchair Budget, or PWB, is a resource available to give service users more choice over their wheelchair provision, offering them more control, so that their postural and mobility needs can be included in their wider care planning.
Service Users may be eligible to access a PWB whenever they require a new wheelchair, either because their clinical needs have changed or if their existing wheelchair is no longer fit for purpose.
Charitable Funding Information
There are many charities who specialise in providing funding based on specific criteria.
On our Charitable Funding Information page you will find a list of charities which may be able to help you with the funding of your mobility equipment or contribute to a Personal Wheelchair Budget depending on your eligibility.
Frequently Asked Questions
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What do I do if my wheelchair doesn’t meet my needs anymore and is uncomfortable?
Please contact your local Wheelchair Service directly and indicate that you would like a re-assessment as your needs have changed.
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If I have to go for an assessment, can I get help with transport to the wheelchair service if I do not have access to a car?
We are not in a position to provide transportation. However, we can pass on details of local transport services, contact your local Customer Services team for more information.
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Will I be shown how to use equipment?
When equipment is delivered it will be demonstrated to the patient. Any prescribed accessories will be fitted by Ross Care.
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Do you provide power packs?
We do not provide power packs; however, we may consider compatible power packs to be fitted. Please contact us to discuss this further.
If a power pack is deemed appropriate, it can be purchased from Ross Care. Find out more information on upgrading your wheelchair in the Personal Wheelchair Budgets section of this website.
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Can I take my wheelchair on holiday?
Yes, if this is covered by your holiday or home insurance. If your holiday company request the weight of your wheelchair, it is detailed on the manufacturer’s label located on the frame.
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How do I return equipment that is no longer needed?
Please contact your local Wheelchair Service who will be able to help.
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How do I request a repair to my manual or powered wheelchair?
Please contact your local Wheelchair Service directly.
Home appointments may be planned depending on requirements.
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Can I take my indoor/outdoor powered wheelchair on the road, as opposed to the pavement or path?
The wheelchair should only be driven on the road where there is no alternative. It is meant to be a pavement vehicle.
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Do I need public liability insurance for indoor/outdoor powered wheelchairs and should I take this out myself?
Taking out insurance is not mandatory, but it is a sensible precaution. Insurance can be facilitated via Ross Care if desired.
Video Wheelchair Guides
We have created a series of videos to help Service Users, including information on pressure ulcer prevention and care, positioning in your wheelchair, and a guide to children's seating. We also highly recommend watching a series of informative short videos created by Leeds Teaching Hospitals NHS Trust. These videos are a great introduction to your NHS wheelchair, including how to operate it safely and keep it running well.
