Wheelchair service delayed giving a woman a suitable wheelchair

What happened

Mrs M has a severe form of brittle bone disease. In spring 2012 the wheelchair service provided her with a new wheelchair (the first wheelchair). The wheelchair service made a number of repairs and adjustments to the first wheelchair.

In autumn 2012 Mrs M told the wheelchair service that she was finding the first wheelchair uncomfortable and painful when she went down kerbs, because the back would jolt. A wheelchair therapist (the first therapist) saw Mrs M along with a mobility technician, who fitted pneumatic tyres to the wheelchair and reduced the load to the front suspension.

Shortly after, Mrs M wrote to the former commissioner of the wheelchair service, Milton Keynes Primary Care Trust (the PCT) to complain about ongoing problems with the first wheelchair. She suggested an alternative wheelchair that she thought might be more suitable. In response, a locum wheelchair therapist (the second therapist) saw her, with a mobility technician, in early 2013. The second therapist concluded that the first wheelchair was appropriate for Mrs M's needs.

In spring 2013, responsibility for commissioning the wheelchair service passed from the PCT to Central and North West London NHS Foundation Trust (the Trust). In summer 2013, Mrs M and her husband, Dr M, met the Trust to discuss their concerns about the first wheelchair. The Trust agreed to a reassessment of Mrs M's needs by an independent occupational therapist.

In early autumn, an independent occupational therapist (the independent therapist) carried out an independent assessment (the independent assessment). The independent assessment concluded that the first wheelchair was no longer promoting Mrs M's independence or comfort and was not preventing secondary complications. It recommended that an alternative wheelchair be trialled, and said that another chair would still need to be customised.

The Trust wrote to Dr and Mrs M and provided a new wheelchair for trial the next month. Mrs M confirmed she was happy with the trial and an order was placed for a new wheelchair in early 2014 (the second wheelchair). Following correction of a manufacturing fault, the second wheelchair was given to Mrs M in summer 2014.

What we found

We partly upheld this case. Dr and Mrs M complained about the delays in the wheelchair service adequately assessing Mrs M's needs and providing her with a suitable wheelchair after she raised concerns about her existing wheelchair in autumn 2012.

It was appropriate for the Trust to try to adapt and repair the first wheelchair in the first instance in seeking to meet Mrs M's needs. It was also appropriate for the Trust to agree to replace the first wheelchair when this approach proved unsuccessful and too labour and cost intensive.

That said, it took the Trust 38 weeks to provide the second wheelchair to Mrs M against the 18 week target set out in the Healthcare Standards for NHS–commissioned Wheelchair Services. We considered that the Trust therefore failed to provide Mrs M with a suitable wheelchair in a timely manner following receipt of the report of the independent assessment.

The delays in provision are likely to have had an impact on Dr and Mrs M's lifestyle, as well as causing Mrs M unnecessary pain and stress.

Putting it right

The Trust acknowledged and apologised for its failings. It produced an action plan that addressed those failings. It paid Dr and Mrs M £1,500 compensation for the impact on them.