People living in Leicester, Leicestershire & Rutland who use specialist mobility and control equipment were asked to share their views on the services that provide these items.
The LLR Wheelchair, Orthotics and Prosthetics contract was due to come to an end on the 31st March 2018. As such, a new contract would need to be put in place by this date to take forward a new service from April 1st 2018. Procurement for the new service would begin from April 2018 when potential bidders were to be given the opportunity to apply to provide the new service.
To assist with the development of the new service specification stakeholders were asked for their views during a public consultation which ran from 7th August – 16th October 2017.
We wanted to know what people who use these service would like to see in the new specification, what is important to them and what could potentially make it better. We also wanted to hear from referrers to the service and their experiences, as well as anyone interested in the service who had suggestions.
The below bullet points highlight the combined key themes from all qualitative and quantitative data collected from patients during the consultation.
- Most patients felt strongly that the new service is run in a similar way to the current service, in the same location.
- Many patients commended the current service particularly in areas such as patience, understanding, the ‘personal touch’ and professionalism of staff. Knowledge of the patient history was also seen as excellent.
- Patients asked for an individual, patient-centred service (particularly highlighted by prosthetic patients)
- The use of a third party to supply, deliver and maintain equipment meant confusion for patients. Patients were confused over who to call and were often phoning between the current provider and the third party organisation.
- The wheelchair referral form needs to be simplified for GPs
- GPs should no longer measure patients for wheelchairs as this process is repeated by the Specialist service.
- Many patients asked why ‘off the shelf’ products from stock (such as stump socks) were not posted out to the patient.
- Address telephone access concerns and introduce appointment reminders.
The below outlines how we have listened to our patients during the consultation process:
- The Wheelchair, Orthotics and Prosthetics service will continue to run together, and in a similar way to the current service. It will be delivered in the same location as it is currently.
- The service specification has been written to ensure that the service delivered is tailored to individual needs and is patient-centred. Bidders will be asked to demonstrate how they will deliver this as part of their application and interview. The new service will be monitored throughout its term, with an emphasis on the gathering of patient experiences.
- We do not yet know the details of the future provider, however we will ensure that there is one point of contact for the patient.
- We will be working closely with our IT system teams to ensure the wheelchair (and all of the other) referral forms will be simplified and easier to complete.
- GPs will still be measuring patients for wheelchairs, as well as the specialist service. However, the forms will be simplified to support this process.
- Once the new provider is chosen, we will work with them to discuss cost effective ways of delivering the service.
- The telephone service. We will work closely with the new provider to discuss access and appointment bookings once their telephones are systems are known.
Prepared on behalf of:
- Leicester City Clinical Commissioning Group
- West Leicestershire Clinical Commissioning Group
- East Leicestershire and Rutland Clinical Commissioning Group
- NHS England