Waiting Well Preparing for Your Appointment Requesting a Reassessment Service User Information

After Your Appointment You have been assessed by a member of the clinical team atthe Wheelchair Service. It has been agreed with you to place anorder for equipment. This pages contains information on what happens next.

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.

What Happens Next

What happens after an initial appointment with the Wheelchair Service?

A prescription will be completed by your clinician and an order will be placed on our system. This order is not always placed directly after your appointment as we often need to wait for quotes or more information.

We have a priority system for orders to be placed.

1. Assessment 2. Prescription completed 3. Order requested 4. Order placed with supplier 5. Order chased if there is an unexpected delay 6. Equipment received at the Wheelchair Service 7. Delivery check is completed 8. Scheduled for a pre delivery inspection 9. Parts fitted if required by Technician 10. Appointment allocated and offered 11. Handover of equipment completed 12. Details of how to contact the Wheelchair service provided with wheelchair manual and conditions of loan

When to Contact Us

Please do not contact the Wheelchair Service unless your needs have changed, and you are experiencing any of the following:

  • Redness of your skin that does not fade within one hour of being out of your wheelchair. Please contact your GP and the wheelchair service if you have blistered or broken skin and please consult any guidance you have been given by healthcare professionals.
  • Medical changes since your last appointment that affect your ability to use your wheelchair or go about day-to-day life.
  • Changes to your posture or weight that are affecting any pressure areas, your posture, or safe use of your wheelchair.
  • Your wheelchair is broken or unsafe to use.

Please email the service if you have a specific question and your query is not urgent. We endeavour to respond within 5 working days, but there may be a delay at busy times.

Frequently Asked Questions

  • My wheelchair is in stock, how long will I need to wait to get it?

    If equipment is available in stock, a request is made for the workshop to inspect and/or recondition the equipment (if required). This may include the ordering of parts. As with the waiting list, work is allocated in the workshop according to priority of need and how urgent the equipment is. This is so that we provide an equitable service to all our service users.

    There may be other parts of your equipment, for example a cushion, that are not in stock and need to be ordered. We will wait until all the equipment is ready before offering you an appointment to handover the equipment to you.

  • What happens when my wheelchair arrives at the Wheelchair Service?

    All wheelchairs require checking when they arrive at the Wheelchair Service to ensure that there has been no damage in transit and that the wheelchair matches the prescription on the order.

    The wheelchair will be allocated a pre delivery inspection (in priority order). At this stage a provisional appointment is allocated, and we will contact you when the inspection has been completed, and we are able to offer you an appointment to set up and handover your wheelchair for you.

  • I am still waiting for my wheelchair, are you able to give me an update on my order?

    Due to the high volume of referrals and orders we are processing, it is not always possible to keep you updated at every stage.

    We have a system of tracking orders and if an order goes past an expected timeframe, we will chase the order.

    If we have a mobile number for you on our system, we may send you a text to let you know, we haven’t forgotten you.

  • My wheelchair needs to be ordered, how long will it take for my wheelchair to arrive?

    We are unable to give exact timeframes, as some of our equipment comes from outside of the UK so takes longer to be shipped to us. We prescribe equipment that is individual to you and is supplied to order. We are only able to hold a certain level of stock and order individual wheelchairs when they are required.

  • Will I need to come back to the Wheelchair Service to get my wheelchair?

    You will be advised at your assessment appointment, if you need to come back to the Service Centre to have your wheelchair set up for you. This is usually when you require a handover of your wheelchair and seating with a member of the clinical team.

    There are times when our Field Service Engineer (FSE) can handover the wheelchair to you. A customer services advisor will contact you to arrange this.