BHTA Bulletin February 2016

The Bulletin REPRESENTING ASSISTIVE TECHNOLOGIES IN HEALTHCARE

ISSUE 44 - FEBRUARY 2016

Rewarding success READ MORE INSIDE… BRITISH HEALTHCARE AWARDS… MEMBER NEWS... LIFETIME ACHIEVEMENT

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020 7702 2141 DG DIARY

Looking ahead to a New Year As you will know, 2015 was a very busy year for the BHTA and my first as Director General.

I am grateful to everyone for your support for me and for my colleagues in our offices in London and at Wellingborough.

In particular, I would like to thank my predecessor Ray Hodgkinson for his unstinting support since he stood down as Director General and stepped into a new role with us as Director of Public Affairs.

Our role and that of the industry we represent was set out when we published our own Manifesto for Healthcare & Assistive Technology just before the General Election.

We received many compliments from decision makers and people in all parties for the manifesto, as we set out an agenda for government at all levels, in every part of the UK. The manifesto aimed to help address the issues resulting from our ageing population and the need to provide cost effective means of supporting independent living, whilst of course, pointing out how it can help to support the five hundred businesses that we represent.

Our Director of Policy and Governance, Sarah Lepak, has continued to offer our member companies a review of their terms and conditions; ensuring that they are compliant with relevant legislation.

We’re always on hand to offer advice “ At the British Healthcare and support to our members on issues such as this.

Awards in December,

we recognised and rewarded some of the best of our industry; how we innovate, how we focus on patient care and how we all demonstrate that good principles are good business.”

The role of the BHTA continues to grow. The National Federation of Shopmobility has been part of the BHTA for a year now, supporting nearly 200 outlets serving over 197,000 registered users.

During the year we also put in place fresh guides for members on how to tackle barcoding, and continued to run our popular

Contents

Westminster watch.......................... 3 British Healthcare Awards................ 4 Lifetime recognition for industry legend...............................................6 Membership Update........................ 7 HATS Update................................... 8

workshops, now that this will become an NHS requirement.

At the British Healthcare Awards in December, we recognised and rewarded some of the best of our industry; how we innovate, how we focus on patient care, and how we all demonstrate that good principles are good business. Once again, we received some outstanding entries for the 2015 Awards. This Association began representing the manufacturers of surgical instruments used to treat the wounded in the First World War. Now, for nearly one hundred years, the BHTA has promoted best practice in assistive technology and healthcare and we look forward to continuing to do so as we push forward in 2016.

Tracey Lloyd, Director General

BHTA members and Independent OTs connect..................................... 9 Is your business breaking the law....10 Member news.................................12 Section Chairs 2016....................... 14 New members............................... 15

British Healthcare Trades Association, Suite 4.06, New Loom House, Back Church Lane, London E1 1LU. Tel: 020 7702 2141 Fax: 020 7680 4048 Email: bhta@bhta.com Website: www.bhta.com

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WESTMINSTER WATCH by Lord Rennard

New spending plans for health and social care As ever, funding issues remain the key issue for debate concerning health and social care at Westminster.

George Osborne’s autumn statement promised an extra £10bn in real terms for NHS England by 2020 to deliver a “truly 7 day health service” as promised in the Conservative’s manifesto. Local Authorities are also to be allowed to add 2% to council tax bills to be spent exclusively on adult social care.

The statement achieved some good headlines for the Chancellor as he seeks to reduce the level of government spending from about 41% to 37% of GDP. But follow up scrutiny, as is often the case, has posed many questions about the long term consequences of this approach; particularly in relation to health and social care.

NHS cost and demand rises by 3.5 to 4% a year and historically, up until 2010, the NHS received average annual funding increases of 3.6% per year. If there is no additional money at a later stage of this Parliament, the proposed annual increase in NHS spending is now 1.75%. This is half the historic average increase in funding.

If there is to be no more money, the share of our national wealth spent on health will fall by 0.7% of GDP per head over the decade to 2020. We currently spend 8.5% of GDP on health compared to the OECD (Organisation for Economic Co-operation and Development) average of 8.9%. France, Germany and Holland all spend about 11% of GDP on health.

Demands and costs on the NHS increase significantly of course if social care fails to provide adequately for people. The government says that giving local councils the power to raise council tax by 2% specifically for social care spending will bring in £2 billion a year. The highly respected King’s Fund, however, put the amount that could be raised in this way as £800 million at most. The problem is that many of the areas with greatest need are of course the poorest places and where the revenues

from a council tax increase would produce the least income.

The government is also allocating an extra £1.5 billion to the Better Care Fund to help cover the gap in social care funding.

But this this doesn’t start taking effect until 2017/18 and will only reach full effect in 2019/20.

The Comprehensive Spending Review (CSR) also involves reducing spending on public health by 4% a year in real terms.

This sort of saving makes many people think that the Treasury is too concerned with short term savings, as opposed to financing measures that may reduce the demands upon the NHS in future. £1.8bn bailout for hospitals in England The Department of Health has now confirmed how some of the spending boost for the NHS will be allocated. Funding will be dependent on hospitals meeting “strict” conditions – including a requirement to publish plans on how they will expand the range of seven-day services available to patients. NHS Trusts will be offered help to improve their financial position, “providing that they deliver credible plans to make savings, maintain performance against key waiting time standards and provide more services at the same time”.

Hospitals will only get additional investment if they can deliver a plan showing how they will cut their deficit and show how they will make savings on procurement and staff costs, while at the same time continuing to meet the four hour A&E waiting time target and 18-week target for routine operations.

The new money for hospitals makes up just under half the £3.8bn NHS funding increase pledged by the Government for next year. Hospitals and other health service providers are predicted to plunge to a collective deficit of £2.2bn by the end of this financial year.

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British Healthcare Awards 2015 The very best in the healthcare and assistive technology industry In December 2015, the industry came together in the heart of London to recognise the great work undertaken by businesses in the healthcare and assistive technology sector.

Presented by BBC Breakfast’s Bill Turnbull at the prestigious Grange St Paul’s Hotel, the glamourous evening saw a number of companies and individuals celebrated for their contributions to the world of healthcare and assistive technology.

This year’s award proved particularly difficult for the panel of judges, with so many great entries making choosing winners no easy task. This is reflected by the number of Highly Commended awards that were awarded and proves how so many companies in the industry are striving for excellence.

Now in their 20th year, the Independent Living Design Awards are recognised by professionals and members of the trade as the flagship award when it comes to highlighting the very best innovative developments in the industry. This year’s Independent Living Design Award went to Terry Group Ltd’s Lifestyle Home Lift, an innovative residential lift that allows people to lead an independent life at home. The lift has a small footprint, is easy to use and looks elegant, with the judges being particularly impressed with the clean design and space saving features.

in 1987 and with nearly 200 member outlets across the UK, the Federation helps supports schemes that provide access to town centres and local amenities to those with mobility impairments through the hire of mobility scooters and wheelchairs.

Named after the Federation’s founder, the award was created in 1991 and is awarded to the Shopmobility that has provided exceptional service to its clients over the past year. Nominated by the public, entries were then shortlisted and considered by our panel of judges. The winner of the Tom Hillier Award for 2015 was Aylesbury Shopmobility, run by Theresa Horsler (manager) and Maria Simou (assistant). They are the only shop to have won the award twice since its creation, going above and beyond for not only their clients but the local community, including helping the police as well and helping with training of medical detection dogs.

Highly commended was awarded to industry newcomer Ownfone and their Ownfone Mobile Phone. Designed for people that find standard mobile phones and smartphones difficult to use, each handset is customised for the user who can chose from 2, 4, 8 or 12 contact names which are then programmed into the handset prior to dispatch.

This year also saw the introduction of The Tom Hillier Award to the British Healthcare Awards, following the addition of the National Federation of Shopmobility to the BHTA. Started

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British Healthcare Awards 2015 Winners

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Craig Kitchen, Will Edgell, Sue Isherwood, Bill Turnbull

Craig Kitchen, John McSweeney, Bill Turnbull

The Best Creative Solution was awarded to SH:24, and their new online sexual health service. Bringing digital technology to local sexual services, SH:24 aims to deliver radical improvements to the sexual health of the local population. The service is quick, discreet and confidential, and SH:24 has also created seamless fast-tracked pathways into local sexual health service for anyone that tests positive through the service.

Solutions were presented with a Highly Commended Certificate.

The company aims to provide a one to one quality and bespoke prosthetic service offering great value for money and regularly carries out appointments in the prosthetic users’ homes.

Our independent panel of judges awarded the Best Product/ Service Innovation trophy to the Linx, the world’s first fully integrated, micro-compressor controlled lower limb system from Blatchford. Linx is the first prosthetic system to utilise one master controller over 2 joints, comprising 4 microprocessors and several situational sensors that adjust and stabilise the limb for variable terrain, slope angle and walking speed. Situational sensors in both ankle and knee analyse every movement to alter limb settings for optimal control and security with each step, achieving a more natural walking style for above knee amputees.

The hotly contested award saw two other products being highly commended by the panel of judges. The CoolTherm from Reliance Medical Ltd is a hand dressing with finger separators, offering instant relief to patients with hand burns. It provides quick and easy finger separation, thereby preventing webbing, whilst the fingertips are open to allow paramedics to check blood flow to the finger tips.

The second highly commended product innovation (and also winner of the Independent Living Award) went to Terry Group Ltd’s Lifestyle Home Lift.

The Best Marketing Award was awarded to Mobility Solutions and their effective ‘Life Made Easier’ campaign, aimed at increasing awareness of assistive products for older and disabled people within mainstream marketing, alongside more targeted and specialised communications. The success of the campaign was measured in two ways – sales achieved and customer satisfaction. In only its second year of operation, Mobility Solutions achieved a turnover of just over £2,000,000.

Customer satisfaction and feedback is ensured through a monthly telephone survey of current customers, with people who say they would recommend Mobility Solutions averaging 95%.

Open to products on the market for three years or more, the Best Established Product/Service was awarded to the Simple Stuff Works Positioning System from family run business Simple Stuff Works Associates. Exported all across the globe, the Simple Stuff Works Positioning System is designed to help individuals with movement difficulties protect their body shape to live fuller, healthier lives and is renowned for its simplicity, comfort and effectiveness.

The British Healthcare Awards do not just focus on the success of companies and products, but also celebrate individuals who go out of their way to deliver excellence and change customers’ lives. These awards are given based on the quantity and quality of responses from the hundreds of customer satisfaction cards returned to the BHTA, reinforcing how much BHTA members’ customers have benefitted from expert knowledge, helpful service and great customer care.

BHTA’s 2015 Individual of the Year was awarded to Ward Byrne of Mangar International, a title very much deserved according to the customers’ consistently high opinion of his service. Comments from his happy customers say it all, praising his “perfect mix of professionalism and friendliness” and perhaps the most telling; “he should wear a cape as we consider him to be superman.”

Blatchford also recognised the achievements of one of their colleagues, Alan Tanner, who has been providing a high level of care with his unique sense of humour, optimism and passion.

The company has said how sorely missed he will be from the profession and the industry when he retires later this year.

BHTA’s 2015 Team of the Year was TGA Electric Leisure, who scored highly for both quantity and quality of comments from customers, mentioning the team’s patience, helpfulness and friendliness. Twenty-nine individual members of this one company were picked out by customer feedback for their service – an amazing achievement.

The Lifetime Achievement Award, an award recognising achievement over an entire career, went to Ray Hodgkinson MBE, former Director General and current Director of Public Affairs for the BHTA. For more on the Lifetime Achievement Award, turn to page 6.

The winner of the ICB Prize Draw was Will Edgell from NRS; winning £500 of vouchers to spend at John Lewis, courtesy of ICB, who donated a further £500. The prize draw was in memory of BHTA President Phil Isherwood, with all donations being given to Nottinghamshire Hospice. The prize was awarded by Sue Isherwood and Craig Kitchen of ICB. A fabulous night enjoyed by all, these winning companies and individuals represent a small proportion of an industry that tirelessly works to enhance the lives of hundreds of thousands of people. Open to any and all assistive technology companies in the UK, the British Healthcare Awards are a chance to recognise and celebrate their positive contributions and achievements.

Another difficult category for the judges to consider with a number of strong contenders, small family owned Limb

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The 2015 winners, in order of presentation, are: ILDA: Terry Lifestyle Home Lift – Terry Group Ltd Highly commended: Ownfone Mobile Phone – Ownfone Ltd The Tom Hillier Award: Aylesbury Shopmobility Best Creative Solution: SH:24 CIC Improving Access to Sexual Health – SH:24 Best Product/Service Innovation: Linx - the world’s first fully integrated, micro compressor controlled lower limb system – Blatchford •

Highly commended: CoolTherm-hand dressing with finger separators – Reliance Medical Ltd

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Highly commended: Terry Lifestyle Home Lift – Terry Group Ltd

TGA Electric Leisure

Best Marketing Campaign: Life Made Easier – Mobility Solutions

Team of the year: TGA Electric Leisure Ltd

Best Established Product/Service: Simple Stuff Works Positioning System – Simple Stuff Works Associates Ltd

Individual of the year: Ward Byrne, Mangar International Lifetime Service Award: Ray Hodgkinson MBE

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Decided by our panel of independent judges, the winners truly represent some of the best of the industry. To find out more information about the awards, visit www.bhta.net/awards

Highly Commended: Adjustable suction socket with hydraulic elbow and attachment for skeleton bob and bobsleigh – Limb Solutions Ltd

Lifetime recognition for industry legend At this year’s British Healthcare Awards Ceremony, the industry praised the impressive lifetime achievements of Ray Hodgkinson MBE, the former Director General and current Director of Public Relations for the BHTA.

aid products, there are few aspects of healthcare that Ray’s exhaustive career has not influenced. His astute business acumen has earned respect and admiration from the corridors of power, to patient and user groups.”

To a roaring round of applause, the industry recognised the achievements of Ray Hodgkinson as he was presented the Lifetime Achievement Award at the 2015 British Healthcare Awards. Judged by the BHTA Board, the announcement was preceded by a short video produced by Kinetic Media, highlighting key moments of Ray’s illustrious career and featuring comments from his peers.

Julian added: “Ray’s ability for sensing and predicting patterns of behaviour in markets foresaw the advent of Barcoding, and the vital role that individual accreditation would play in the industry; allowing members to fully realise the potential of these technologies.”

Celebrating a career that spans over five decades, Ray has been at the forefront of some of the biggest developments in healthcare and assistive technology, including being one of the first in the country to raise awareness of the contraceptive pill and one of the first to introduce mobility scooters to the UK. Julian Cobbledick, Director of Assistive Partner, said: “With a lifetime of experience in the industry, Ray has developed and shared his wealth of knowledge with the BHTA. From mattresses and seating standard, through stairlifts and first

Mike Lord, Chairman of the BHTA, commented: “Ray Hodgkinson is a legend of the industry. He spent his first part of his career as a business within the industry, which has given him a great perspective when he later moved on to the BHTA. He has managed to build the reputation of the BHTA across the entire market with industry, but also with government too.”

Mike concluded: “There is a saying, ‘life is not a sprint, it’s a marathon’, but someone clearly forgot to let Ray know; he has been racing at breakneck speed his entire life.” www.kineticmedia.org/bhta

Mike Lord, Ray Hodgkinson, Bill Turnbull

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Membership Update: Why we have had success in 2015

Greg Askew, Sales and Relationship Manager

It has just been over a year since I joined the BHTA and what a year it has been. We have a new Director General in Tracey and a renewed dynamic in the Secretariat, with several new members of the team joining in the last 14 months. During this time membership retention has improved and overall numbers of members have grown considerably in the Association. We are now so close to the magic number of 500 organisations (only 5 more to go!)

During this year, we have developed our understanding of what keeps our members up at night and what their objectives are. This can only really be done face to face – to get a feel for our members personally, to breath the environment in which they operate and to network with their other members of staff on their home territory. We are an organisation with a broad range of sectors to cater for and there is no ‘one size fits all’ method of communication. The face to face approach is therefore crucial to meet member and prospective member needs. This has taken me to every corner of the UK and has been integral in member retention as well as promotion of the vast array of benefits (sometimes overlooked) that organisations have access to. It has been a joy meeting a plethora of different businesses and I have learned that the healthcare industry is full of wonderful, warm and welcoming people.

Clearly defining a selection of member benefits has also been significant in the last year – be it saving members money, giving their customers confidence, helping them market their products or services or providing them with invaluable market and industry knowledge. We have had many new and existing members take advantage of our preferential insurance scheme.

Interestingly, we have recently seen a surge in the number of organisations and their employees signing up to BHTA Advantage. Please take the opportunity to investigate this member-only scheme if you don’t already. It can be a fantastic added staff benefit. If you need to know more, please call me.

Good customer service is equally crucial to success in growth and retention. I view our members as our clients and therefore no demand or request is too large. We may not always be able to solve problems, but we often know people that can help. Sarah Lepak, our Director of Governance and Policy has spent hours, meticulously auditing member terms and conditions. Spending time having these kinds of conversations, questioning old and new members really gets to the heart of how we can benefit our businesses individually – as not all benefits are relevant for all members. Sometimes there are completely

unique problems we can help solve, but unless we have that conversation, they may lay buried; so please be forthcoming with your issues!

In October, Trade Days was an enormous success in recruitment, signing up 9 members as a result of a terrific collaborative effort made by the whole team. Did it have anything to do with the huge array of cakes we had on our stand? Let’s hope it wasn’t the defining factor! We did have a good stream of traffic on the stand and were able to educate and update existing members also.

Sally Edgington (Research and Committee Support Officer) has been instrumental in creating strong bonds with Sections Chairs. This in turn has led to more attractive agenda items at Section Meetings, generating broader, more inclusive subjects as well as bringing in interesting guest speakers. This has directly meant greater turnouts to the meetings and members getting greater value from their subscription. For the last joint Beds and Support Surfaces/Pressure Care Section meeting we welcomed the expert in shear, Professor Dan Bader to Wellingborough, drawing in an unprecedented 50 members. We have also launched new ways of engagement between members via networking dinners for Sections often held the night before meetings. In October we hosted the first drinks reception integrating BHTA members with Occupational Therapists, which you can read more about on page 9.

Equally popular have been the Barcoding meetings we ran in 2015. Our Wellingborough offices have hosted 3 meetings, including 2 seminars and a workshop. These have been sell-out sessions bolstered by our collaboration with GS1 and the Department of Health. More recently, we were the first external organisation to be briefed by the NHS BSA on the forthcoming changes in the NHS procurement contract strategy, a major coup and an excellent opportunity for member organisations to gain exclusive insight into the future of the health service.

So what is in store for 2016? We will continue to work on new ways of engaging with members and drive new methods of communication. We will host diverse, fascinating speaker events and seminars. In March we will be holding the first BHTA Strategy meeting for Council and Board members and plot the BHTA course for the next few years. Jeanette Warner, Chair of the Mobility Section, Sally Edgington and I are piloting regional meetings for the group which we are hoping to initiate in Spring 2016, which will cater for the large proportion of mobility members in less accessible areas in the UK. We will continue to visit diverse members around the UK. We will explore new exhibitions and conferences to attend and develop new marketing collateral. Our continued mantra? To promote best practice among our organisations and to raise the profile of the BHTA and its members to the trade, professionals and the public. Happy New Year!

For any membership information, please call Greg Askew on 01933 272437 or email at greg.askew@bhta.com

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The OwnFone team (Society Member Sarah Watts holding) with their award (Highly Commended for Independent Living Design Awards)

Healthcare and Assistive Technology Society Update

by Kay Purnell, Chair of HATS Council HATS members were well represented at the BHTA awards this month - picking up three key awards during a fantastic evening’s celebration of the Assistive Technology Industry. It was great to see so many Society members attending the awards but special mention goes to Anna Waugh from Simple Stuff Works for her company’s award in the Best Established Product category; Sarah Watts from the OwnFone team, seen collecting the Independent Living Design Award and, when you see the video to celebrate Ray Hodgkinson’s Lifetime Achievement Award, you’ll appreciate why we are so pleased that he has agreed to remain a founder member of the HATS Advisory Board - even in his semi-retirement.

HAT Society was set up to recognise the individuals working in the industry and to illustrate personal commitment to a Code of Conduct.

If you would like more information on becoming a member of the Society or need literature to help ‘educate’ your customers & colleagues on what membership of HATS stands for we, please contact Philip Woodward – philip.woodward@hatsoc.org

As for Society news, we recently welcomed two new Society Council members to the team - Tracey Hellowell and James Malcolm - and we look forward to their contribution at our January meeting when our focus will be on developing our marketing strategy for the next 12-24 months.

Acknowledgement and recognition of HATS by our customers, professional associates and procurement bodies is something the council members are now very focussed on and with Society membership at 750 and growing, it’s essential that the Society’s Council make progress in gaining recognition for HATS within the wider healthcare arena. The key to this, and the continued expansion of our membership, is gaining the PSA register. While we have made progress with the application to PSA, the work continues with a pilot currently running to ensure the member application process meets the PSA’s stringent requirements for assessing suitability of candidates. Our register will ultimately support the PSA’s role in protecting the public by raising standards in the regulation and registration of people working in the health and social care sector.

Just as the Code of Practice was set up for organisations within the BHTA, and is now an essential part of being in business, the

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Baroness Glenys Thornton, Anna Waugh from Simple Stuff Works and Kay Purnell

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BHTA members and Independent OTs connect

THIS IS A FINANCIAL PROMOTION

By Greg Askew

Cyber Crime Officially Becomes UK’s Most Common Criminal Offence

In October 2015, the BHTA’s Greg Askew and Amanda Barnes from the College of Occupational Therapists – Independent Section came together and ran a joint event to connect healthcare professionals with providers of healthcare and assistive technology and communicate the importance of working with BHTA members.

In order to provide further commercial support for members, I teamed up with the Business Development Manager of the College of Occupational Therapists – Independent Section (COTSS-IP) Amanda Barnes, to organise an inaugural networking event between BHTA members and Occupational Therapists. At the BHTA, we understand the need to promote the Code of Practice to professionals and the importance of helping therapists understand the benefits of working with and buying equipment from our members. Amanda and I worked on some simple marketing leaflets to promote the BHTA and the Code to the OTs, whilst also clarifying what COTSS-IP is.

I had already gauged interest by targeting members that specifically work with OTs, as well as the public within the Home Counties and Greater London area and the response was extremely positive. We set the date for the first networking reception in Brown’s Covent Garden, Thursday 1st October.

The private room we had hired was at capacity with 70 attendees, evenly split 50/50 between members and therapists.

Doors opened at 6pm and for a prepaid nominal fee, we provided nibbles and drinks until 9pm which also included the hire of the room. Mike Glynn of MG Consulting gave a 25 minute speech on retail and healthcare marketing in the modern era, followed by a quick report on the change in consumer legislation.

For the rest of the night, there was informal networking between professionals and BHTA members until 10pm.

The follow-up response was very good – with comments such as a ‘great initiative’ and ‘excellent value for money’. Jemma Dunn, Managing Director of More than Mobility commented: “There were a good number of attendees by both retailers and also OTs. I personally met a number of really good OTs which was the main reason for coming and think you should be proud of what you achieved. It is definitely worth doing more of them.”

It was agreed by members that we should do more of this type of informal event - as much useful for members to meet each other as it was to build relationships with the professionals they work with. We had a broad mix of retailers, manufacturers and suppliers, all of whom integrated well with the OTs. One issue we found was that the OTs, often operating in the private sector, had not brought business cards with them; making it harder to continue conversations with contacts established on the night! I provided COTSS-IP with a breakdown of our members who attended with respective contact details after the event. I urge members to bring pens and something to write on for future events!

The major objective from this exercise was to increase the notion of integrity, customer service and excellent product knowledge of BHTA members in the mind’s eye of the professional. OTs are notoriously suspicious of being sold to!

An informal night of networking where we could promote our members’ adherence to the Code of Practice was the perfect way to kick start a regular event.

We will definitely be holding another reception in the New Year and quite possibly run one in the Birmingham area where there is a good concentration of members as well as OTs that operate regionally. I hope to send out invitations in the coming weeks.

For more information, please contact Greg on 01933 272437 or at greg.askew@bhta.com

Did you know?

In its latest report, the Office for National Statistics (ONS) included cyber crime in its national figures for the first time. Within the last year, it has been estimated that there have been more than 8 million incidents of cyber crime effectively causing the recorded crime rate in the United Kingdom to double.

Cyber crime - which includes the theft of personal information, online harassment and bullying, and disruption of trade - was recognised as the United Kingdom’s most common criminal offence by the ONS. It can cost businesses, on average, up to £1.46 million. The best way to protect your business from the cost of dealing with cyber crime is to purchase cyber insurance.

Cyber insurance provides businesses with protection from risks associated with information technology and activities.

A general policy may cover financial losses related to the following: • • • • •

Damage or loss of information Extortion of money or information Damage to reputation Interruption to online services as a result of a hack or other type of cyber attack Business interruption and denial of service

In addition, standard policies should include liability cover which would compensate any associated businesses (such as distributors) for any financial losses which were sustained as a repercussion of a cyber attack. To find out more about how you can best protect your business from cyber threats, contact ICB Group today.

Transferring risk is an essential part of protecting your business. Contact Gary Whiting (gary.whiting@icbgroupuk. com) at ICB Group for assistance with all your insurance needs.

The information in this article is for information only and must not be considered as financial advice. We always recommend that you seek independent financial advice before making any financial decisions.

The BHTA Preferential Members Insurance Scheme is provided for BHTA

by ICB Group of Virginia House, 35 - 51 Station Road, Egham, Surrey, TW20 9LB. ICB Group and BHTA are not part of the same group as any of the product/service providers which together form the insurance scheme.

BHTA is an Introducer Appointed Representative of ICB Group who is authorised and regulated by the Financial Conduct Authority. You can check this out on the Financial Services register by visiting http://www.fsa. gov.uk/register/home.do, under register number 306088.

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Is your business breaking the law?

Sarah Lepak, BHTA Director of Governance & Policy, presented a session at Trade Days entitled ‘10 easy ways your business may well be breaking the law right now’.

Drawing on changes introduced via the *Consumer Contracts regulations last year, and the new *Consumer Rights Act and *Alternative Dispute Resolution regulations which came into effect on 1st October 2015, Sarah highlighted some of the things that businesses may be getting wrong or need to think about to ensure they don’t hit problems as new contracts are entered into.

She started by reminding everyone that a consumer is “an individual acting for purposes which are wholly or mainly outside that individual’s trade, business, craft or profession”: in other words, a member of the public buying something for their personal use.

Here are the 10 points that Sarah raised during the session: 1. If there is something wrong with what a consumer has bought from you, you need to understand what the Consumer Rights Act says. If they have bought goods, their rights include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed. If they bought a service from you, they have a right to ask you to repeat or fix it if it was not carried out with reasonable care and skill.

2. Expectation: Goods must be of a satisfactory quality; be fit for a particular purpose; match the description, sample or model; be installed correctly. The consumer can reject the goods and ask for a refund in the first 30 days. The focus then moves to repair or replacement (once); they might seek a price reduction if they want to keep the goods. If

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the problem is discovered after 6 months and they reject the goods, a deduction may be made from the refund for use. Don’t forget - in England and Wales the consumer’s rights run up to 6 years; and in Scotland it is 5 years.

3. Expectation: With service, the consumer can rely on information given verbally as well as in writing. It must be done for a reasonable price and within a reasonable time.

They can ask you to repeat or fix it and could ask for a price reduction or other remedy.

4. Manufacturers: Guarantees provided free of charge with goods must run from when the goods are delivered; you need to be clear in what you say about aspects such as the expected lifetime of the product (and under what conditions) to ensure consumers have realistic expectations relating to description and quality.

5. Complaints: you must have a complaint handling policy, available to the consumer. You need to tell them if you are signed up to a Code of Conduct such as BHTA’s Code of Practice; and you must tell them who they can approach for assistance if you are unable to resolve their complaint, and whether you will participate if they do. The bodies formally recognised for Alternative Dispute Resolution for consumers are listed at: http://www.tradingstandards.uk/ advice/ADRApprovedBodies.cfm 6. Who you are: you must provide clear information about your trader identity, geographical address, telephone number. On websites, you cannot just rely on a ‘contact

us’ form - you must also have your address and email even if you are not selling on the web.

7. Total price: Where a consumer has to pay VAT they must be shown the total price including VAT - you cannot leave them to work out the total for themselves. So where you have products that can be sold at 0% VAT to eligible consumers, use the phrase “you may not have to pay the VAT, please ask / follow the link for information about claiming VAT relief” and show the price as e.g. £10 (£12 inc VAT).

8. Right to change mind in a shop: Consumers do not have a legal right to simply change their mind if they have bought something in a shop. If you do choose to offer a returns policy the details must be visible at the till. You might say e.g. “In addition to your legal rights, we also allow you to return goods if you simply change your mind.

Please return the unused goods to us with the original till receipt within 14 days and we will offer you an exchange or a credit note.”

9. Cancellation rights where they do have a right to change their mind: For sales off premises or via distance means such as the internet or mail order, the consumer DOES have a right to change their mind. You MUST give them a cancellation form and tell them about their rights. They have 14 days from the day after they receive goods, or enter contract for service, in which to NOTIFY you they wish to cancel.

10. Refunds If they are exercising their right to cancel: You cannot charge a re-stocking fee You must refund the product price plus standard delivery charge You must tell them they have to return at their cost You can only reduce the refund if the goods have been used / damaged If something is wrong with what they bought: The refund must include any delivery charge they paid AND the cost of returning the goods to you You can only reduce the refund if they want to keep the goods, or if more than 6 months has passed (to reflect usage) Sarah concluded by saying that www.businesscompanion. org has a series of guides which set out the headlines, and in-depth guides. *Full titles of the legislation mentioned above: Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013; Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015; and the Consumer Rights Act 2015.

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020 7702 2141

membersnews

Uniscan donate to local hospice Uniscan have donated an initial six walking frames and four legged walkers to St Luke’s Hospice in Basildon. In total, the company will donate 15 walking frames with a combined MRRP of £4,000.

“Over the last 25 years, the staff at St Luke’s Hospice has provided an invaluable service to the people of Basildon, Thurrock and surrounding areas and if our donation can help the Hospice and their patients in a small way, we are thrilled” commented Uniscan’s Managing Director Geoff Morris.

Paula Henderson Specialist Palliative Physiotherapy Team leader at St. Luke’s commented, “Their kind donation of these walkers is not only a cost saving, but it will also help us improve the mobility of our patients and help them maintain their independence”.

The Uniscan portfolio consists of eight models, 6 x four legged and 2 x three legged walkers, with each one being available in a variety of sizes and colours and complimented by a range of accessories. Every Uniscan walker comes with a comprehensive 2 year manufacturer’s warranty, offering the user peace of mind.

For more information call 01268 419 288 or visit www.uniscanwalkers.co.uk or follow @uniscan1 For additional information on St Luke’s, or to make a donation, call 01268 524973 / 01268 272292 or visit www. stlukeshospice.com

Apex Medical donate to “Crisis at Christmas” campaign Apex Medical Limited has made a donation of 84 static foam mattresses to Crisis, the homeless charity for their “Crisis at Christmas” campaign.

Apex staff visited Crisis’ central warehouse in Bermondsey to donate the mattresses, in order to offer those in need a warm and comfortable place to sleep over the festive period.

Each year Crisis converts buildings across the UK to house homeless people over the Christmas and New Year period, providing them with shelter, hot meals, health checks and entertainment. This not only offers them refuge, but gives them an opportunity to enjoy their Christmas in a way they may not have otherwise.

Nicola Rodker, Managing Director, Apex Medical Limited comments: “It’s really easy for us to take things like a warm bed to sleep on at Christmas for granted, but for some this is a luxury. We understand that more and more people in the UK need that extra helping hand and we admire the work that Crisis does all year round, especially during the festive period.”

The website for the company is at www.apexmedical.co.uk

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Hertfordshire Action on Disability opens second location Hertfordshire Action on Disability (HAD) has opened a second equipment and advice centre in Hillingdon.

The new centre, which includes a retail showroom, was opened by the Charity’s Patron and The War of the Worlds musician Jeff Wayne.

Jeff said: “I’m pleased to be here on this special day for HAD and have to say the exterior pictures I’ve seen are deceptive. I didn’t realise how big, bright and spacious it is.”

Customers to the new 2,200 sq ft. centre in Yiewsley can browse, try and buy from a huge selection of mobility products ranging from walking sticks to wheelchairs and rollators to rise and recline chairs.

HAD, which lost all its local government funding in 2014, already operates a similar centre at its Hertfordshire HQ in Welwyn Garden City.

The opening was masterminded by HAD’s commercial manager Christian Denman: “We’re really excited about the opening of the centre. It was just a shell unit a couple of months ago and has undergone a complete re-fit. It’s spacious and we’re hoping local customers like it as much as we do.”

Managed by Lorraine McMahon and her assistants Mina Previdi and Lule Kidane, the centre will also benefit from the input of HAD’s team of Occupational Therapists.

Christian was quick to acknowledge the hard work put in by several staff members: “Cherie West, Steve Nash, Dan Waterfield and also Lorraine and Mina have all contributed massively to ensuring the Centre opened on time. It really was a team effort.

“With Hillingdon Hospital nearby and assisted living and medical centres opening locally soon, we’re in the perfect place,” Christian continued.

HAD also provides a number of other key services for older and disabled people including accessible transport, driving lessons and assessments and information and advice.

For more information call 01707 324581 or 01895 544311 or visit www.hadnet.org.uk

B-Warm wins the Green Apple Environment Award B-Warm inventor Martin Lewis and Embryonyx Managing Director Angus Long have been presented with a Green Apple Environment Award from the Green Organisation.

Martin told us: “It seems like a long time since I developed the B-Warm, initially to help my wife Audrey cope with being cold, and was always quietly confident it would prove a commercial hit. Winning a Green Apple Award is an honour and is another welcome piece of good news following on the back of the recent communication from NICE that the B-Warm is congruent with their recent guideline aimed at preventing fatalities and illnesses associated with cold homes.”

Angus added: “The very nature of the B-Warm product means it is generally more popular during the colder seasons and always does well with the run up to Christmas as it makes for a great present for an elderly or disabled relative. This is why we gave significant prominence to the B-Warm at Trade Days in October in anticipation of the bad weather and it certainly paid off.”

For details of the product, call 0845-3008823 or visit the website www.embryonyx.co.uk

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Section Chairs 2016 The BHTA is the largest trade body in the healthcare field in Britain representing nearly 500 companies, small, medium and large, organised in one or more of 12 sections covering most sectors of the industry.

This unique sectional structure provides a platform for all companies to have an effective voice within BHTA and, through the Association, to influence the development of healthcare policies in the UK. The sections and the Section Chairs are: Beds and Support Surfaces Leyton Stevens Invacare Ltd Tel: 01656 776200 Childrens’ Equipment Holly Jenkins Jenx Limited Tel: 0114 285 3376 Dispensing Appliance Contractors Philip Salt Salts Healthcare Ltd Tel: 0121 333 2000 FAME Robert Froomberg Safety First Aid Group Tel: 0208 4573777 Hearing Care Clare Kewney Age UK Hearing Aids Tel: 0800 524 4708

Independent Living Products & Services Rob Cooper Smitcare Tel: 07831 204510 Mobility Group Jeanette Warner Better Mobility Ltd Tel: 01442 768 782 Orthotics Colin Hurley Colin Hurley Business Development Consultant Tel: 07921 917100 Pressure Care, Seating and Positioning Debbie Williams Invacare Ltd Tel: 01656 776200

Prosthetics Mark Davies Steeper Tel: 0113 2704841

Chairman Mike Lord tel 020 7702 2141

Stairlifts and Access Lee Farrington Dolphin Stairlifts Ltd (Midlands) 0121 525 8925 Stoma and Continence Products Philip Salt Salts Healthcare Ltd Tel: 0121 333 2000 BHTA Scotland Group Lisa Barry Stairlifts (Scotland) Ltd and SSL Access 0141 551 0807

who’swho

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Tracy Lloyd Director General

Ray Hodgkinson MBE Director of Public Affairs

Sarah Lepak Director of Governance & Policy Development

Lord Rennard Director of Communications

Sally Edginton Research & Committee Support Officer

Nadim Anwar Operations Manager

Nigel Woods Training and Events Co-ordinator

Greg Askew Sales and Relationship Manager

Susan Burberry Accounts Administrator

Karim Uddin Membership Co-ordinator

Donna Eade Shopmobility Co-ordinator

Philip Woodward Accreditation and Professional Development Manager

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New members 30

A warm welcome to all these new member companies: TRADE AFFILIATES

e sales@coastallinen

1. KINETIC MEDIA Lichfield, Staffordshire t 01543 416853 e danielle.rudd@ kineticmedia.tv w www.kineticmedia.org

w www.coastallinen

2. MILLBROOK PROVING GROUND Millbrook, Bedfordshire t 01525 408242 e info@millbrook.co.uk w www.millbrook.co.uk ILPS SECTION 3. SQUEASE London t 0208 596 5461 e info@squeasewear.com w www.squeasewear.com 4. HAYSTACK DRYERS Ferndown, Dorset t 01202 890705 e simon.nicholson@ haystack-dryers.com w www.caredryers.com 5. ESSENTIAL AIDS Brighton, East Sussex t 01273 719889 e business@essentialaids.com w www.essentialaids.com 6. WECOMPARE DIGITAL Glasgow, Scotland t 0141 530 1430 e kris@wecomparemobility. co.uk w www.wecomparemobility. co.uk 7. LIFTING EQUIPMENT SERVICES Newent, Gloucestershire t 01531 821339 e luke@liftingequipment services.co.uk w www.liftingequipment services.co.uk 8. MEDPAGE LTD T/A EASYLINK UK Corby, Northamptonshire t 01536 264869 e sales@easylinkuk.co.uk w www.easylinkuk.co.uk 9. COASTAL LINEN SUPPLIES Hyde t 0161 366 0447

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MOBILITY GROUP 14. ABILITY SUPERSTORE Nelson, Lancashire t 0161 850 0884 e heretohelp@ abilitysuperstore.com w www.abilitysuperstore.com 15. A2B MOBILITY Martock, Somerset t 01935 826789 e office@a2bmobility.info 16. THERAPY ROOM 1 Dowding Road, Lincoln t 01522 511834 e info@therapyroom1.co.uk w www.therapyroom1.co.uk 17. MOBILITY AID SERVICES Ayr, Scotland t 01292 288224 e sales@mobilityaidservices.com w www.mobilityaidservices.com 18. RELIMOBILITY Colchester, Essex t 0780 550 2772 e john.spurgeon@ relimobility.co.uk w www.relimobility.co.uk

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10. SHIMMIN HEALTHCARE LTD T/A HOME & MEDICAL Bingley, West Yorkshire t 01274 564769 e info@homeandmedical. co.uk w www.homeandmedical. co.uk

13. SAADIA Hounslow, Middlesex t 0208 577 2789 e info@mobilityadvisors.co.uk

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12. THISTLE HELP LTD Irvine, Scotland t 01294 277074 e sales@thistlehelp.co.uk w www.thistlehelp.co.uk

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11. SIMPLY LIVING AIDS York t 07470 269533 e trevor@simplylivingaids.com w www.simplylivingaids.com

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19. DRAFT WHEELCHAIRS Godmanchester, Cambridgeshire t 01480 451247 e info@draftwheelchairs.com w www.draftwheelchairs. com 20. HAZE BATTERIES UK Corby, Northamptonshire t 01536 205952 e cillian@hazebatteryuk.com w www.hazebattery.com BEDS & SUPPORT SURFACES

e enquiries@gkgsolutions.co.uk w www.gkgsolutions.co.uk 26. STILTZ Wokingham, Berkshire t 0844 870 9087 e info@stiltz.co.uk w www.stiltz.co.uk 27. SALTIRE HEALTHCARE Ardrossan, Scotland t 01294 537450 e info@saltirehealthcare. co.uk w www.saltirehealthcare. co.uk

21. T J MATTRESS SPECIALIST Chelmsford, Essex t 01245 250426 e jameswillett396@gmail.com

28. COMPLETE ELECTRICAL SOLUTIONS UK Kingswinford, West Midlands t 01384 2802800 e info@cesolutionsltd.co.uk w www.cesolutions.co.uk

22. FURMANAC Kingswinford, West Midlands t 01384 408844 e sales@furmanac.com w www.furmanac.com

29. LIFTABILITY LTD Hamble, Southampton t 02380 458444 e admin@liftabilityltd.com w www.liftabilityltd.com

23. SLEEP TO FEET Fairfield, Bury BL9 7RH t 0161 705 1681 e rob.cunningham@ sleeptofeet.co.uk

30. ACORN MOBILITY SERVICES Steeton, Yorkshire t 01535 291000 e nwilson@acornstairlifts. com w www.acornstairlifts.co.uk

24. AMJO BUSINESS DEVELOPMENT Castle Donington, Derby t 01332 813858 e shaun@ambrose-jones.co.uk STAIRLIFTS & ACCESS 25. GKG SOLUTIONS Tenbury Wells, Worcestershire t 01885 410369

ORTHOTICS 31. BML MANUFACTURING Hyde, Cheshire t 0161 366 6883 e bmlmanufacturing@ btconnect.com

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25th - 26th September 2016 / NEC Birmingham

SEEING IS BELIEVING Watch the Trade Days 2015 show video and see what the industry’s sole trade-only show has to offer!

The show video features testimonials from over 1150 retailers who did business with over 140 exhibitors.

Visit www.tradedays.co.uk/video to view it today!

Contact Clare Johnson on 01926 736 989 or email c.johnson@closerstillmedia.com

for more information on exhibiting at Trade Days