Public views about NHS wheelchair services

Healthwatch Bolton undertook research on public views and experiences of NHS wheelchair services. They received 53 survey responses from wheelchair users across Greater Manchester, with most respondents living in Bolton or Wigan and Leigh. More than half of respondents needed a wheelchair because of a permanent disability, while others required one because of long-term mobility problems caused by illness or injury. 

The research found very mixed experiences of wheelchair services. Over half of respondents had obtained their wheelchair through NHS wheelchair services, while nearly a third had bought their own because of delays or difficulties accessing NHS provision. Although many people did not experience significant waiting times, almost a quarter reported waiting more than three months for a wheelchair. Some respondents described lengthy assessment processes, inconsistent eligibility criteria and delays that restricted their independence, increased pain, worsened health conditions and contributed to social isolation. 

People reported using a variety of coping strategies while waiting for a wheelchair, including borrowing equipment, hiring wheelchairs, using walking aids or purchasing their own chair. Experiences of maintenance and repair services were also mixed, with some respondents praising the service and others reporting poor communication, delays and being left without suitable mobility support during repairs. Despite these concerns, most respondents rated their overall experience as good or excellent and described significant improvements in quality of life once they had suitable wheelchair provision. 

Healthwatch Bolton concluded that wheelchair services across Greater Manchester were inconsistent and that eligibility criteria did not always reflect people's individual circumstances. They recommended a review of wheelchair services across Greater Manchester, greater consistency between providers and a more person-centred approach to assessment and provision that takes account of the different ways people use wheelchairs to maintain independence, employment, family life and community participation.