Waiting Well
On this page you can find more information about our Waiting Well programme to help you manage your health and wellbeing while you wait for your appointment.
Waiting Well
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. You can also contact your local Ross Care service centre, or send us a message online.
About Waiting Well
As with many NHS services, we are experiencing a high volume of referrals and waiting times for an initial appointment can be long.
We will check in with you from time to time to ensure that your needs have not changed, and you are ok to continue to wait. Please contact your local wheelchair service if your needs become more urgent and are affecting you with day-to-day activities.
We hope that the information on this page supports you while you are waiting.
About Us
What do we do and who are we?
Our clinical team assess your mobility, pressure, and postural support needs. You may see a Wheelchair Therapist (Occupational Therapist or Physiotherapist), a Rehabilitation Engineer (RE), a Rehabilitation Technician (RET) or a Therapy Assistant. Your assessment will be carried out by the most appropriate member(s) of the team.
Following a detailed discussion that includes your lifestyle and personal priorities, our clinicians will develop a care and support plan with you. We can then offer the most appropriate wheelchair, pressure cushion and/or postural support from our NHS range.
We may work with community health and social care teams to ensure you receive a holistic service and are aware of all the options available to you. Our repair team will repair and maintain the equipment provided to you for as long as you require it.
Waiting Times
How long will I need to wait to be seen?
We prioritise referrals according to clinical need, this means that some service users will wait longer than others. This will depend on your reason for needing a wheelchair, your condition and how much and how often you need to use a wheelchair.
Waiting times will also vary depending on the complexity of your need and the availability to allocate you to the most appropriate clinician or clinic.
We may contact you by telephone to complete part of your assessment. We also use a video assessment in some situations. We are aware that waiting can be frustrating but assure you that we endeavour to maximise clinical appointments and appreciate your patience.
Priorities can change so please keep us informed of any changes to your condition.
While You Are Waiting
While you are waiting for an appointment, we want to ensure that your current wheelchair or seating is working as well as possible for you. If you do not have mobility equipment on issue from us, then please refer to the information included later in this guide as to where you may be able to loan or hire a wheelchair while you are waiting.
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I already have a wheelchair what checks can I do to ensure it is in good working order while I wait?
If you already have a wheelchair and are waiting for a review of your needs, follow these simple tips to ensure your wheelchair is in good working order
- Ensure that tyres are inflated (if you have pneumatic tyres) and at the correct pressure - this means it is easier to move your wheelchair and ensures the brakes are in contact and working effectively. You should refer to the manufacturers user guide that was provided with your wheelchair for more information.
- Check that the castors (small wheels at the front) can move freely. A common problem is hair getting caught around the castors. This build up, will slow the wheels down and make it harder to move and turn the wheelchair.
- Check removable parts are not stiff or hard to remove or replace. If you are unable to use your wheelchair due to this, please give us a call and we will arrange a visit to check your equipment.
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I think my wheelchair needs repair what should I do?
Contact us and we will arrange for a Field Service Engineer (FSE) to visit you to look at your wheelchair. FSE's carry some parts on their vans but we ask that you give us as much information as possible as to the problem so that we can try to prepare any parts for the FSE to bring with them.
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I am uncomfortable in my wheelchair, what can I do?
It depends on the type of wheelchair that you have an issue, but the general guidance is:
- Ensure that you are positioned correctly when you first transfer into your wheelchair. If you have a wheelchair that tilts in space refer to the video on our website for advice on positioning.
- As far as possible use your wheelchair for times when you need to move around your home at school place of work or outside. At other times we would advise that you transfer into alternative seating this may be a specialist armchair resting on your bed using a standing frame or other piece of supportive equipment.
- Change position as much as possible and at regular intervals. If you are unable to transfer out of your wheelchair, follow the guidance on our website for how to relieve pressure when using your wheelchair. Keep an eye out for any red areas that may be an indication of injury to your skin and need further attention.
- Make sure you are using the equipment as it was provided to you, you may have been given specific advice, and you can find this in the handover paperwork.
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I don’t have a wheelchair, where can I loan or hire one while I am waiting?
Mobility shops near you will often hire or loan you a wheelchair in the short term. Red Cross, (depending on availability) can also loan (with a charge) you a wheelchair. You will be guided through the process on their website.
There are guidance videos on our website for how to use a wheelchair safely.
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How can I prepare for my appointment?
We want you to get the most out of your appointment. It is helpful if you write down any questions that you would like to ask during your appointment. When you are allocated an appointment, we will send you information on what to bring to your appointment and what to expect when you come to clinic.
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I no longer need an appointment, what should I do?
If at any stage, you no longer require an appointment, please contact us so that we can offer your appointment to someone else. Please be aware that non-attendance and cancellations at short notice, without a valid reason, deprive other service users of an appointment. If you do not attend your first appointment and have not contacted us, we will write to you.
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My needs have changed; what should I do?
We need to know if your needs have changed while you have been waiting.
If you have any medical concerns please contact us, particularly if you experience 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.
For any of the concerns above, please contact us by phone or email.
