ShopMo Shuttle July 2015 by TypeStart Ltd

Adding Value

ShopMo Shuttle ISSUE 3 - JULY 2015

www.shopmobilityuk.org

01933 229644

DONNA’S DIARY

Much more than a shopping experience Hi everyone and welcome to the third issue of ShopMo Shuttle. You can find the form on the website both under the public Can you believe we are already in information tab and the members only area. the third quarter of the year? Time has flown by and I for one am We’ve had a great mix of scheme stories this quarter so do feeling like there are not enough check them out from page 4. You’ll also find a run down of hours in the day. I hope you are all well and grabbing a few the Community Equipment Assessor Day (CEAD) run by the rays here and there we are certainly having an unpredictable BHTA which I attended along with members from two of our summer. This quarter I have been shopmobility schemes. It’s certainly worth working on building more pages into the a read as I’ve also secured a shopmobility member’s area of the website so please exclusive discount for the course. “ I have been working do log in and check those out. If you You should all have received an email on building more pages have yet to login and claim your listing, asking for you to fill out a questionnaire, please do get in touch as there are only into the member’s please take some time to fill it in. We’ve limited details under your listing until you area of the website so had some responses through which is add your shop specific information. great and much appreciated. We will please do log in and So our next issue will lead you up to make the results available to you and it Christmas, yes I said it! By the time it check those out ” helps us create a national picture. The comes out you’ll have started working more of you who complete it the more on your Christmas raffles and fundraising Donna Eade information we can provide, such as ideas. So as you work on them, if any results for your region but this can only be new ideas come up, or you’re reminded done if enough of your region complete of a great Shopmobility Christmas story the form. If you have any difficulties accessing the form feel free from years gone by write it down and send it over and we’ll to call me (01933 229644) to complete it on the phone or have have ourselves as Christmassy Autumn edition of the ShopMo it sent in a different format. Shuttle. Have a great quarter! Don’t forget entries for the Tom Hillier award need to be in by the 1st of September. We have had lots of entries from a few shopmobilties but I know lots more of you go above and beyond for your clients. Don’t be afraid to ask for feed back get the forms filled in you can post or scan them to me. I’ve loved reading the nominations that have come in so far, such positive words. Don’t forget I’ll also add these to your Website listings as reviews so everyone can read them after the awards.

Contents Training for You...........................3

Consumer legislation ..................7

Member News............................4

Policing our Code......................12

Westminster Watch.....................6

What an advantage...................15

NFSUK, 2-4 Meadow Close, Wellingborough, Northamptonshire, NN8 4BH. Tel: 01933 229644 Cover photo: Basingstoke Shopmobility

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Training for You – Community Equipment Assessor Day (CEAD) On June the 9th Amanda (Tamworth SM), Jo (Coventry SM) and I took part in the CEAD run by the BHTA. The course is a full day of fun interactive learning with a certificate of attendance presented to delegates at the end of the day. We discovered every day is a school day no matter what your age, background or knowledge. There is some pre course reading which is helpful to know and understand before the course especially if you are, like me, new to the industry. Learning about diseases that can make mobility difficult for people gives you a greater ability to empathise with a client and will also help you make more accurate recommendations. The day itself started with a little classroom based teaching - but it’s not a lecture, questions are asked and group discussions and ideas are shared. The rest of the day is much more practical, the group is split into small groups or pairs and given scenarios of a clients needs/wants. The group are then tasked with going into the equipment area and choosing items that would be suitable for that client, thinking about why they’d choose one thing over another. A lot of time is spent questioning all the options, such as the best height for a walking stick, the material it’s made of, the functions it has. For instance, is a walking stick the best solution to that client’s particular concern? Would a frame or rolater be more appropriate? I personally gained a lot from the day and feel that any training that helps to increase understanding and awareness is time well spent. I now feel I’ve a much better knowledge of the issues facing customers that use your services. I also believe this is a great training day for those working in shopmobility to enable you to offer a value added service. Jo and Amanda gave me their own comments on how they found the course;

“ It was a good day, I feel more informed

and able to give more advice and assess my customers ”

“ I really enjoyed the training; it was

very useful, especially as we have introduced equipment hire alongside the Shopmobility service ”

Amanda Coleman – Tamworth Shopmobility

Amanda works for Mercian Ability partnership who took over the running of Tamworth shopmobility in 2011. She had previously been a client of the shopmobility scheme and was excited to get involved on the other side of the counter after her worsening health prevented her from continuing her teaching.

To give more of you the opportunity to take part in the CEAD, we’ve come up with a special Shopmobility EXCLUSIVE. The course is usually £270 +VAT for non members and the member price is £207 +VAT. For shopmobilities where 8 people are booked onto the course (10 in Scotland due to the added transport costs involved) we are offering the course to you for just £157+VAT each. We need a minimum of 8 to ensure costs are covered, so if you are interested in this course then please drop me an email shopmobility@BHTA.com. We can hold a course in the following locations, Bristol, Eastbourne, Birmingham, Leeds and Edinburgh this is just for a general idea of how far you may have to travel.

Jo Saunders – Coventry Shopmobility

Jo comes from a nursing and care background and joined shopmobility after being made redundant. Still wanting to be in an environment that helps people Jo became manager of Coventry Shopmobility in 2004. She still finds the job highly rewarding.

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membersnews

Shopmobility Basingstoke – Trundling Along Nicely At Shopmobility Basingstoke our motto is ‘more than just shopping’. So many people think that all our customers do in town is to go shopping. They forget that there are an abundance of other reasons for coming into town e.g. bank, dentist, doctor, optical, legal services, meet a friend, gym, cinema. In addition to all of the above customers at Shopmobility Basingstoke get the opportunity to go on a ‘Trundle’. This is an organised trip from the office, lead by staff/volunteers which takes the customer outside of the shopping area and off to places that they wouldn’t normally get to and sometimes don’t even know exist! Our recent one took at group of customers 2 miles out of town to a renowned fish and chip restaurant for lunch. We charge our regular scooter hire plus costs, in this case lunch, so no profit is made but we don’t do it for profit. Rather than me tell you about it here are the words from Mr Maskell one of the participants. He paints a very clear picture of how much he enjoyed it and what it meant to him. “On the 21st May we took part in a Trundle to Oliver’s fish and chip restaurant for lunch. We were in for a pleasant surprise! We left Church Street at 11 o’clock and went along the top of the town to the War Memorial Park to Black Dam Ponds. Living in Black Dam we know the park very well but had never been the way we were taken as we passed along what used to be the Basingstoke Canal over little bridges, one with a little waterfall. Underneath it the ponds were clear and still with a variety of wildlife to observe.

grasses. We were also given the opportunity to use the swings and zip wires there! At Oliver’s we enjoyed a very nice lunch and found the time to talk to our fellow ‘Trundlers’ and enjoyed getting acquainted. . Soon we were on our way back to town across Crabtree and were greeted by an abundance of rabbits and squirrels enjoying the sunshine. We retraced our way back through the parks (it’s surprising how different things look from the opposite direction) and back to the Shopmobility office for a cup of tea. It was a most pleasurable day out and enjoyed by all. I for one cannot wait for the next one!” He won’t have long to wait for the next one as we have two more planned over the summer months.

After the ponds we passed under the motorway to Crabtree Plantation which was a lovely surprise as the sun was shining and the field was yellow right through the middle with buttercups surrounded by large white daisies and a variety of

Twenty-One and Going Strong – High Wycombe Shopmobility Since 1994 High Wycombe Shopmobility has offered the free daily loan of electric scooters, manual and powered wheelchairs to anyone visiting High Wycombe town centre. Originally we were located in a car park and operated from a porta cabin, with no running water or toilet facilities! In March 2008 we moved to new premises within the new Eden Shopping Centre. This enabled us to increase our fleet and membership. We have a dedicated team of five parttime staff and ten volunteers running the service. We currently have 22 scooters, 4 power chairs and 19 manual wheelchairs. In 2014 we had 6513 customers and our membership is continually increasing. In addition to the free daily hire service we have an extended hire service for

manual wheelchairs; these are available for overnight hire for £3 per night or £18 per week. We celebrated our 21st birthday in April 2015 with a giant board game of ‘Shopmopoly’ and a golden ticket draw. Our customers had great fun playing the board game, moving the scooters around the board and trying to avoid the penalties; we raised £350 which will go towards our annual running costs. As a registered charity (charity no. 1040164) we are always looking at new ways to promote our service and raise funds to ensure that we can continue to maintain this fantastic service for the next 21 years!

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Shopmobility Highland Celebrate May On 31 March 2015 May Smith retired from her administrative role with Shopmobility Highland. A wee celebration was held in the charity’s offices on Wednesday 3 June to mark the occasion. May was presented with a bouquet of flowers and a framed gift by Gale Falconer, one of the founder members and Honorary President of Shopmobility Highland. Shopmobility Highland was founded in November 1994 operating from a Portakabin in the town (now a City!!) centre of Inverness on the pedestrian area outside Marks & Spencer’s. About three months later May Smith started with Shopmobility. May has been a key figure in the success of Shopmobility Highland with it opening a satellite base in Dingwall and later assisting in the setting up of Shopmobility Lochaber which has since branched out in its own right. Shopmobility Highland now has its Inverness base within the Eastgate Shopping Centre with great offices and

storage facilities. Although May has retired she continues to be an active volunteer. The Federation would like to wish May a very happy retirement and send a big thank you for all the hard work you’ve done over the years. This is what makes shopmobility great, the dedication of those involved is simply amazing. The time and effort of all of those who work within shopmobility either paid or voluntary is what drives shopmobility forward. This is the enthusiasm and passion which the federation would like to harness to make big changes for shopmobilty at a national level. Although May has retired we know there are many, many shopmobility managers, workers and volunteers out there with the same dedication and work ethic and we look forward to working closely with you all and getting to know you better.

Sutton Shopmobility – Recycle and Recondition Sutton Shopmobility, based in the St Nicholas Centre carpark in Sutton is branching out in the ways it helps the local community. In addition to the Shopmobility service that’s so vital, it now runs a Recycle & Recondition service, which refurbishes unneeded mobility equipment for reuse, and offers servicing and repairs to wheelchairs and scooters used by members of the local community. This has been led by James Botham, who has been volunteering at Sutton Shopmobility since May 2014. James first came to Sutton Shopmobility as a customer himself. As he had led an active life and career as a maintenance specialist, he asked if any help were needed, an offer which was gratefully accepted. He quickly set up a workshop that can take on all kinds of maintenance and reconditioning of mobility equipment. This meant that in addition to keeping the Sutton Shopmobility fleet scooters in prime condition, Sutton Shopmobility was now able to offer servicing and repairs for mobility equipment to the wider community.

its previous users. With its working life extended in this way, this equipment is then put to good use in new homes, at a much reduced cost compared with buying new. James has been right at the heart of this new project, and he says: “It’s pleasurable making a difference. I stay active and I’m serving the community here as well!” To find out more about Sutton Shopmobility and the R&R service, visit www.suttonshopmobility.org.uk Sutton Shopmobility is a member of the QEF Family of Charities. Find out more about QEF at www.qef.org.uk

With the help of a local authority grant and generous donations from local businesses and community groups, the new service – R&R for ‘Recycle and Recondition’ - was set up to refurbish equipment that is no longer needed by

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WESTMINSTER WATCH by Lord Rennard

Shocking times past The General Election result on May 7th was foreseen by few people, but one of them was BHTA’s Director of Public Affairs (and former Director-General) Ray Hodgkinson who won a bottle of wine in a bet with me that there wouldn’t be an overall Conservative majority. Speaking after the election, David Cameron further outlined the Government’s intentions, stating that as part of the plan developed by the Chief Executive of NHS England, Simon Stevens, measures to deliver a ‘seven day NHS’ would include “a new deal for GPs with more investment, more “ £22bn of efficiency training and a more personal link with savings have to be found patients” (reflecting the Conservative pledge made during the election to support the NHS’s campaign to recruit 5,000 extra GPs) own action plan for the and “faster access to new drugs and next five years. ” treatments”.

The shock of a Conservative overall majority is still being felt around Westminster, as is the tragic death of my friend Charles Kennedy (who had put me in charge of all Lib Dem election campaigns when he was Leader). David Cameron’s new majority means that there will be no attempt to repeal the Health and Social Care Act (2012). Nor will the BHTA have to explain to Labour Ministers the problems with the suggestion that the NHS would only allowed to award contracts to the private sector when the profit margin from those contracts could be shown to be below 5%.

Lord Rennard

Businesses will, however, have to recognise that there is likely to be a major drive to make significant efficiency savings from procurement. The Conservative promise to find an extra £8bn pa was one to be met by 2020. In the timescale, £22bn of efficiency savings have to be found to support the NHS’s own action plan for the next five years. In the meantime, the new Government’s election pledges for the NHS in England will require funding by then to ensure people can “see a GP and receive the hospital care they need seven days a week” and that we will “lead the world in fighting cancer and finding a cure for dementia”. Some of the efficiency savings will come from integrating health and social care, through the Better Care Fund, but local government is going to face another very big squeeze.

In all the discussion of these issues, the BHTA will be pressing for recognition of the need to maintain support for research and development. Quality control and choice are important to patient care and innovation is needed, not just to find ways of reducing costs to improve products for patients. The BHTA retains a very high degree of respect at ministerial, civil service and parliamentary levels (in all parts of the UK) and with many other bodies relevant to member companies. The BHTA Manifesto set out an agenda to show how the assistive technology sector can help to improve patient care, provide greater value for money and drive economic growth. It has been sent to newly elected MPs and newly appointed Ministers. It will also be updated at the BHTA Council meeting in September.

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Consumer legislation In updating our members on new consumer legislation, BHTA has taken the approach of being generous to the consumer where there may be doubt, to ensure businesses are not open to criticism. Businesses should always consult their lawyers before making changes to their terms and conditions. The Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 came into effect in July 2014 and we are keen to ensure everyone has now altered information, terms and conditions to comply! The regulations state that for every type of contract with a consumer, the business must provide clear information about the trader’s identity, geographical address (which cannot be a PO Box) and a telephone number; for off premises and distance contracts, fax and email must also be provided. When selling online, a “contact us” form without information about how else the company can be contacted is insufficient. In addition, the business must provide the total price including taxes, its complaint handling policy, notification if the company is signed up to a relevant Code of Conduct (for example the BHTA Code of Practice) and assurance that it will provide goods and services which conform with consumer rights. If a company sells to any consumers who are not eligible for VAT zero rating, it has to show the total including VAT. Therefore best practice is to display prices as e.g. “£10 (£12 inc VAT)”. The best phrase to use is “you may not have to pay the VAT” and then provide information at the till (for on premises sales), in the sale paperwork (off premises sales), or on a separate page (distance sales).

“ When selling

handover to courier if it is one they have arranged, not the business.

Requirements for different contracts There are three types of contract: • on premises (including market traders with a regular pitch, and business conducted on exhibition stands) • off premises (away from normal place of business; applies if a customer comes into a shop or telephones to confirm they will buy following a visit to their home) • distance (orders placed by telephone, online, or by mail order where there is no face-to-face communication)

Information – on premises The concept in a shop is that most of the information is obvious/on display. The principle is that the price is shown on the goods, the customer inspects them there and then, and the contract takes place immediately. online, a

“contact us” form without information about how else the company can be contacted is insufficient.”

Sarah Lepak, BHTA Director of Governance & Policy Development

For all consumer contracts, for calls about something a customer has bought or ordered, any telephone number provided must be “basic rate”. This means a number that’s equivalent to geographic landline rate, mobile rate, or is free to call - for example numbers starting 01…, 02…, 03…., 07….., 0800 or 0808.

There is a ban on any optional charges selected by default, i.e. no pre-ticked boxes which mean the customer has to untick them to avoid paying an additional fee. Equally, there can be no wording in hardcopy that the customer would have to delete to avoid paying an additional fee. Where a charge applies, options really should be just that – things you opt into, not out from – active consent is needed for all payments. For ancillary contracts, if the customer cancels and they have bought insurance, or taken out a credit agreement, the insurance, or credit agreement is automatically cancelled and the business is responsible for notifying any third party. (This applies to off premises and distance contracts, where the business has taken the payment/made the arrangements for an ancillary contract.) Unless the business agrees otherwise with the customer, products must be delivered without undue delay and within 30 days. The risk passes to the customer at delivery, or at

If delivery is available, it must be clear what charges apply and delivery must take place within 30 days. The business must say what the arrangements are for payment, delivery, performance and give timescales, as well as what after-sales services and guarantees are available.

Information – off premises Off premises, it is expected that the information will be provided on paper, unless the customer agrees to receiving information by email. The intent is that the customer has information in a medium they can keep. The business must provide information about the cancellation rights (including timescales), a cancellation form and a copy of signed contract/order confirmation. It must also make clear all costs, including whether customer will pay for return of goods if they cancel, and any deposit to be paid. The burden of proof is on the business that the all the required information was provided to the customer, so it’s essential to keep good records.

Information – distance sales The consumer must explicitly acknowledge any obligation to pay, e.g. by clicking a button saying “pay now”, and this applies even if payment is deferred (for example after a free trial period). All the above information is required, but it can be downloadable from the website and it must state that the customer will bear cost of returning goods if they cancel (or that there is a collection charge, if the goods cannot be returned by post).

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THIS IS A FINANCIAL PROMOTION

The risks of wearable technology for Directors and Officers Technology is ubiquitous. Not only is it all around us, now it is a part of us. Wearable technology—devices worn by consumers that are designed to synch with mobile devices and include tracking information related to health and fitness - promises to revolutionise the way we do business. But do not rush headlong into the new wearable tech craze without serious consideration. An over-reliance on mobile, digital technology can expose you and your organisation to security breaches and other cyber attacks - in 2014, 81% of large organisations in the United Kingdom suffered a data security breach, according to a PricewaterhouseCoopers survey.

Right to change of mind

Now with the advent of wearable technology such as Google Glass, the Apple Watch and fitness trackers, your vulnerability and, by extension, your company’s vulnerability - to breaches in cyber security will increase dramatically.

For distance and off premises contracts, the customer has a right to a 14 calendar day cancellation period, starting the day after delivery (for products) and the day after entering into contract (for service). If a business is offering services, it needs to indicate clearly when it considers the contract is “entered into”, as the legislation does not define this. If the contract includes both service and product, the cancellation runs from the day after the goods are delivered.

This is because wearable technology offers users an unobtrusive, fully functional alternative to similar devices such as tablets and smartphones. Wearable technology generally has communication capabilities, stores data on the wearer and provides the wearer with access to real-time information. However, if users access sensitive company data using wearable technology, that technology can expose your organisation to the risk of a data breach Managing the risks of wearable tech Wearable technology may become not only a common accessory that we choose to wear, but an accessory we must wear. Therefore, you and your company should take proactive steps to safeguard both corporate and personal information. Rely on the following strategies to help manage the risks of wearable technology in your organisation: • if you access sensitive information, send emails or conduct any sort of business, be sure to only use a secure, passwordprotected wireless connection. • use different, unique and complex passwords for all your accounts. • meet with your IT department to discuss the potential risks of wearable technology and other smart devices and what solutions your company could implement to deter those risks from happening. • for any business meeting, turn off your wearable technology and other smart devices to prevent any sensitive information from being unknowingly recorded. • outline specific use guidelines for wearable technology in your company’s Bring Your Own Device (BYOD) Policy. Wearing your risk on your sleeve The benefits of wearable technology are numerous - but so are the risks. Carefully consider whether wearable technology is right for your organisation. With a robust risk management programme and BYOD policy, your organisation can control its wearable technology and reap the benefits for years to come 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 visitinghttp://www.fsa.gov.uk/register/home.do, under register number 306088.

The customer does not have a right to a cancellation period when buying on premises, i.e. in a shop; if the business chooses to offer a returns policy for shop purchases, it must provide clear information about the conditions and timescales which apply.

A consumer has 14 calendar days to cancel and they do not have to inform the business in writing, and while the business has to provide a cancellation form, the consumer does not have to use it. The consumer doesn’t have to give a reason for cancelling – they have the right to simply change their mind. If the customer cancels by telephone, it’s important to record that fact, as they have a responsibility to return the goods within 14 days of that call. However, the burden of proof of cancellation lies with the consumer, so it is in their interests to use the cancellation form and to get proof of posting.

Returns and refunds Once a consumer has cancelled, the business then has 14 days to refund from receipt/collection of the goods, or from cancellation of service. If the consumer paid for delivery, this must be refunded, at the standard rate (i.e. if they paid extra for next day delivery, they only get the standard delivery back). You cannot charge a re-stocking fee.

What if something goes wrong? This legislation is about the consumer’s right to information, and cancellation. But do not forget/lose sight of the fact that they have other rights if there is something wrong with the goods. If the goods are faulty, not of satisfactory quality, or do not meet the description ordered, the Sale of Goods Act kicks in and the trader bears the costs of providing a replacement (including costs of return and re-delivery, or repairing and so on). This legislation requires the business to tell the consumer that it will provide goods and services in accordance with consumer rights. The business must remind them that if there is anything wrong with what has been provided, they should contact the trader immediately. We’ll update you all on changes expected later this year in the next edition. To check which consumer legislation applies to your business, visit www.businesscompanion.info

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Enhancing our offer BHTA organises its members by product/service sector into Sections, including Childrens’ Equipment, Mobility Group, Stoma and Continence Product Manufacturers, and Hearing Care. Each of these Sections has a Chair, who sits on the BHTA Council, and meets quarterly to give member companies the opportunities to discuss issues specific to their sector. Better links between Council and Board are being established, enabling Section Chairs to feedback to their members on what’s discussed. We restructured our resources internally in 2015 to provide a faster, more effective service to members and, particularly through new Research & Committee Support Officer Sally Edgington, to make our Section meetings more appealing and increase attendance. Since joining BHTA, Sally has travelled all over the country for a series of meetings with Section Chairs and Vice Chairs, to understand each Section’s individual requirements and ensure each meeting has current and relevant content. A number of recent meetings have been hosted by member companies, including Handicare for the Stairlifts & Access Section. The University of Salford, which offers a BSc in Prosthetics and Orthotics, kindly provided a venue for the last Orthotics Section meeting; this included presentations by the university and a tour of the facilities on offer to students. Dementia Friends awareness sessions will be offered at a series of Section meetings over the course of this year, having already been completed by BHTA staff. There is also work going on to produce a short training session on basic Decontamination and Infection Prevention, which can be used by any Section, which we expect to roll out in the autumn.

Sally has also arranged meetings with Diabetes UK and Foundations (the national body for home improvement services) to look at collaborative working opportunities and build links for guest speaker slots. We are always open to suggestions from members about relevant speakers and are constantly researching new opportunities. Following our restructuring and Sally’s appointment, the administrative function between meetings is much faster and more effective, with minutes provided very swiftly after each meeting. Invitations to Section meetings are being sent out earlier, to give members the maximum notice of dates, with agendas (on which members are actively asked to input) distributed a month in advance. There is also far more interaction between meetings, ensuring that action points are chased up and any necessary research done so the next meeting can progress on a given topic. As well as working hard to make meetings as effective and relevant as possible, Sally is also monitoring attendance levels and striving to improve attendance, to ensure all members have a voice at meetings regardless of the size of their company. Section meeting dates are circulated to members in that Section and advertised in our weekly newsletter, Today at BHTA. If you have any questions about what’s happening with your Section, a suggestion to make about the next meeting, or would just like to discuss the Section’s work, please do contact sally.edgington@bhta.com.

Like the Society The Healthcare and Assistive Technology Society has recently set up a Facebook page and would encourage members to ‘Like’ the “Healthcare and Assistive Technology Society” page and help spread the word. You can also follow us on Twitter, at @hatsoc. The Society is growing fast, with almost 600 members so far! We’ve now got our Advisory Board in place, which includes senior representatives from The British Association of Occupational Therapists, The Chartered Society of Physiotherapists and the Posture and Mobility Group among others. Following a very positive first meeting, the Advisory Board met again in July, with the addition of Darren Awang (Course Director MSc in Assistive Technology at Coventry University).

It was great to catch up with lots of Society members at Naidex this year, which also gave us the opportunity for a presentation about our current activities in the Trade theatre. This was given by Accreditation and Professional Development Manager Philip Woodward and Council member Richard Handley, who was able to talk about some of the benefits to membership he sees as an employer. We’re looking forward to Trade Days, where the Society was launched last year and we will again have a stand. This is an ideal forum in which to talk to industry, answer any questions practitioners may have, and explain the benefits both to individuals and the companies who employ them of signing up. Membership is free for employees of BHTA member companies and something we’d very much encourage you to take advantage of. If you have any questions, or just want to join as soon as possible, please contact us at membership@hatsoc.org. Kay Purnell Chair, Healthcare & Assistive Technology Society Council

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Choose a BHTA member for added peace of mind BHTA was highlighted in a recent Daily Mail feature on mobility and independent living. This piece covered recent consumer legislation (with advice from Sarah Lepak on how this affected consumers buying stair lifts or adapted bathrooms) and pointed out that: “For added peace of mind, it’s worth looking for a company that is signed up to the Trading Standards Institute (TSI) approved Code of Practice, operated by the British Healthcare Trades Association (BHTA), as it will have undertaken to do more than simply meet the new legal requirements”. When users buy the equipment that is right for them, it can make a real difference to their quality of life, giving them freedom and independence. BHTA’s “Get Wise to Buying Safely” consumer advice leaflet advises the following steps: • You need to be sure about what you need. There may well be so much choice “out there” that the right product for you may not be obvious. So take advice and if you can try before you buy. If you need professional help, contact your doctor, who may refer you an occupational therapist, or for certain equipment recommend a physiotherapist or speech therapist. • You need to know where to buy. Again, you’ll be spoilt for choice! You can find products in shops, stores and supermarkets as well as via mail order and the internet. If you are buying from the internet or via mail order, remember that whilst the prices may be keen, you can’t try before you buy, or discuss your requirements face to face. (Wherever you choose, try to have someone with you, like a friend or relative and do test and try the equipment before committing yourself.) • You need to know how much to pay. It makes sense to spend some time whether you need something as straightforward as a walking stick or a mobility scooter, spending a few pounds or investing thousands. You need real value for money: price is obviously part of it, but so are the quality of service, the assessment of your needs, the guarantees and warranties. Make sure that you understand the Terms and Conditions and the cooling-off period (if there is one), should you change your mind or have second thoughts

Our full series of “Get Wise” leaflets can be downloaded from www.bhta.net/home/get-wise.htm

CPD opportunities in 2015 BHTA is an Edexcel learning centre and registered BTEC provider; our BTEC courses were recently audited by Pearson and described as “exemplary”. We offer CPD and training as a member benefit and our programme is guided by what members – companies in the assistive technology industry – tell us they want and need. The emphasis is on practical skills you can take back into the workplace. BTEC Stoma and Continence Support

Wellingborough 15 & 16 July 2015

BTEC Healthcare and Assistive Technology

Wellingborough 10 & 11 September 2015

More detailed course descriptions and booking forms for all our courses are available at www.bhta.net/cpd Courses held in Wellingborough take places at BHTA’s own training and meetings venue, easily accessible from the M1, A1, A14 with good rail links (45 minutes from St Pancras etc). This is located at: BHTA, 2-4 Meadow Close, Ise Valley Industrial Estate, Wellingborough, Northamptonshire NN8 4BH

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The economic benefits of better equipment for children BHTA and its Childrens’ Equipment Section commissioned new research by Centre for Economics and Business Research (Cebr an independent economics and business research consultancy), which sets out the potential benefits of improving the provision of specialist childrens’ equipment. The report suggests that current spending of £0.2 billion would need to be doubled to provide every disabled child with all the equipment they need. We hope this report will be useful to members in making the case for increased spending on equipment and improved provision, and help to demonstrate the benefits that can generate.

Executive Summary of the report Cebr looked at the potential benefits of an improvement in the availability of equipment for disabled and terminally ill children. The key findings of their analysis are: • More than one in twenty children (5.7%) in the UK is disabled in some way.

“ It would cost £0.5 billion

each year to provide every disabled child with all the equipment they need ”

• Specialist equipment, including wheelchairs, seats, communication aids, beds and postural support systems, plays a vital role in protecting • Even if the reduction in the need Cebr report findings the health of disabled children and for surgical and other interventions those who care for them. At present, driven by the improved availability of this equipment is under-provided by equipment is modest, these additional the bodies which have a statutory obligation to ensure that equipment costs could be recuperated. If, as case study the needs of disabled children are met. evidence suggests, the relationship between equipment and demand for other medical treatments is stronger, investment • This failure to provide equipment is worsening existing in the provision of equipment could stimulate significant conditions and leading to complications which necessitate savings in healthcare costs. additional medical intervention. • To recoup the cost of providing every disabled child with all • This costs dearly in terms of avoidable pain and suffering, as the equipment they need, the proportion of children requiring well as creating a substantial medical bill for surgery, hospital surgery or treatment with Botox A, and related hospital admissions, therapeutic interventions and physiotherapy. admissions, appointments and physiotherapy must be • Our model suggests that the current cost of treatment reduced by a more than a third. for disabled children, made up of both medical costs and • If the proportion of disabled children requiring additional spending on equipment, was just under £1.9 billion in 2013. treatment was halved by proper provision of equipment • The vast majority of this spending (around £1.6 billion) was on this would be associated with a £ 0.13 billion per annum medical care, while just £0.2 billion was spent on equipment. reduction in the total cost of caring for disabled children. This figure is based on a calculation around the total size of • If 80% of surgery and Botox A treatment taking place in the need, and the proportion of need which is currently being current world scenario was avoided though better provision met rather than a more robust estimate from public spending of equipment, this could provide savings of £0.47 billion. figures. This public expenditure data simply does not exist. The full report can be downloaded from: www.bhta.net/content/ • It would cost £0.5 billion each year to provide every disabled economic-benefits-better-provision-equipment-disabled-andchild with all the equipment they need. This entails more than terminally-ill-children.html a doubling of present day spending.

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Policing our Code Every company who joins BHTA commits to a Code of Practice that means they go beyond the legal requirements in terms of customer service. Overseen by the Chartered Trading Standards Institute (CTSI), this Code is at the heart of BHTA and it’s extremely important to us that it sets a meaningful standard that customers can rely on. We monitor this in a number of ways and the Code as a whole is also audited annually by a team of Trading Standards professionals from CTSI.

Customer satisfaction

Auditing

These are returned to BHTA by the customer; these forms both give us yet another method of ensuring member companies are living up to the Code and enable us to give members independent feedback from their customers. This is valuable for them in making their performance even better and provides testimonials for use in their own marketing.

BHTA member companies who regularly sell to the public are audited for their compliance with the Code of Practice and we’ve recently expanded our team of independent auditors to four people, all with long experience of the industry. This has enabled us to schedule more visits across the year, meaning that we now also audit companies who rarely sell to consumers, expanding the scope of the programme. Every audit visit results in a report, delivered to BHTA by the auditor, which indicates any areas for improvement that the company needs to address. While we find the vast majority of members are compliant, where there are issues, we set a timescale for these to be dealt with and do have sanctions in place in the event that this doesn’t happen.

Mystery shopping As well as our regular audit programme, we also mystery shop our members. This is handled externally through Rica, using independent mystery shoppers (many of whom have a disability or long-term health condition) and this programme reviews 10% of BHTA members each year. As these visits are unscheduled and the member has no idea they are dealing with a mystery shopper, this enables us to assess a typical customer’s experience. We include online sales in this programme, partly to ensure that customers who buy online rather than in their own home or a shop do receive all the relevant information.

BHTA also produces customer satisfaction forms, which should be provided to any consumer (i.e. member of the public) who buys from a member company – the form can also be completed online at www.bhta.net/consumers/your-opinion. html.

We also use the information provided by customer satisfaction forms to determine the winners of the BHTA Team of the Year and Individual of the Year, presented at our annual Awards dinner in December. Decided by customer feedback, these awards are a real tribute to the companies and people who go the extra mile and provide excellent service.

CTSI Conference 2015 - Bournemouth We’ve been raising Trading Standards Officers’ awareness of the BHTA’s Code of Practice and how this works to protect consumers buying assistive technology at the CTSI Conference, held in July. As well as an exhibition stand for the Approved Consumer Codes scheme, we also participated in a mini-theatre session with the opportunity for Officers to ask specific questions. BHTA is also supporting the development of a Safeguarding Vulnerable Adults Toolkit, produced by CTSI and launched at the Conference.

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British Healthcare Awards – open for business The winners of the British Healthcare Awards 2014 really showed the variety of what the healthcare and assistive technology sector does across the UK – 2015 entries are open now. Winning entries included an online portal easing pressure on NHS resources, the launch of a folding wheelchair that can fit into an overhead locker, a drinking aid reducing dehydration, a sophisticated personal alarm ideal for dementia patients, an effective partner marketing programme and a puncture sealant designed for mobility scooter users. Six months on, those winning companies have gone from strength to strength, finding they have increased credibility and that interest in their products continues to build.

“

Since our pioneering mobility scooter puncture sealant won the Independent Living Design Award, we have experienced greater enquiries from retailers and received even more reports regarding its effectiveness. Retailers continue to feedback that engineer call outs to resolve flat tyres have significantly dropped and the added peace of mind the sealant provides is popular with end users.

”

Tim Ross, TGA National Sales Manager

Here’s what the winners of our Independent Living Design Award, Best Established Product/Service and Best Product/ Service Innovation had to say:

“

Winning the BHTA Best Established Product award in 2014 was a huge accolade for us. To be recognised within the health care industry by such an organisation has been of great benefit to the business. It has given us a level of credibility which has undoubtedly helped our quest to make The Hydrant more widely available and is supporting our goal of getting Hydrants to everyone who needs them free at the point of use. We are now working with a number of CCGs to develop further our programmes to prevent hospital admissions through the prevention of dehydration. The results so far are stunning and the BHTA Award has most certainly helped us to work more quickly with the CCGs than might otherwise have been the case. Mark Moran, Hydrate for Health

”

“

After winning the Best Product/Service Innovation award, Buddi is rapidly expanding across UK and overseas markets thanks to demand for a reliable and easy to use product. At home, it is working with more than one hundred local authorities creating new opportunities in existing markets because of the additional fall alert feature in the new Buddi wristband and two way radio in the clip, giving users even greater peace of mind. Police forces are using Buddi’s wristband and clip to protect domestic violence victims and other vulnerable victims. There is international interest from distributors across the globe, including Canada, Mexico and Singapore. Last year Buddi’s technology was fully certified by the U.S. Federal Government, opening the door to further business in the lucrative American marketplace. An agreement with American firm Intel-GE Care Innovations ensured the distribution of Buddi’s new activity monitoring wristband throughout the USA. Sara Murray, the founder of Buddi, was named Most Promising Women Entrepreneur by Fortune Magazine, the U.S.magazine. Buddi spokesperson

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You have the opportunity to join these companies in becoming an award-winner, raising your profile and giving your business a boost. Entering the British Healthcare Awards is simple, costeffective and you have until 18 September to get your entry in! Our categories are: • Best New Business – for businesses with future potential, established in the last five years • Best Product/Service Innovation – for innovative products or services, brought to market in the last three years • Best Established Product/Service – for products or services on the market for more than three years, that continue to deliver great value to customers • Best Marketing Campaign – for campaigns delivering demonstrable results for the business • Best Creative Solution – for creative communications that respond to a business need • Independent Living Design Award – for products that have significantly enhanced independent living. We believe most assistive technology businesses will be able to enter for at least one of these national awards and believe there are real benefits. We hope to receive an even higher number of entries than last year - the process is very simple and completely electronic, with no paper copies required. Simply complete and return the entry form at www.bhta.net/ awards, then pay the £27 fee and we’ll provide a link for you to upload your entry. It’s quick, simple and you have until 18 September 2015 to send in your entry. Our panel of independent judges, representing the industry, healthcare professionals and end users will review all the submissions and decide the winning entries. All our winners will then be presented with their awards by BBC Breakfast’s Bill Turnbull at our Awards dinner on 3 December. Held at the Grange St Paul’s hotel in central London, this is a sparkling evening with a three course dinner, wine, and dancing to a live band after the formal The British H presentation. It’s a night not ealthcare to be missed and we do Awards 2015 hope you’ll join us. Help us Demonstrate your pride in your work and boost your business: www.bhta.net/awards

find the best in Britain’s Healthcare Ind ustry

Mike Lord, Gary Tidman and Bill Turnbull.

As well as the categories above, which businesses can submit their entries for, we also recognise the BHTA Team of the Year and Individual of the Year, directly based on customer feedback. “Winning the BHTA Individual of the Year award 2014, has made a positive impact on my business. Clients have responded very positively. Since the award I haven’t looked back, it’s opened doors and given me a real boost.” Gary Tidman, Only Lift Services These awards are decided from the BHTA customer satisfaction forms returned by your customers, so make sure you’re providing a form with every purchase. This both gives customers the opportunity to feedback through an independent process and gives you the best chance of having your work recognised! If you’ve already used all the forms initially provided, you can download more from www.bhta.net/ customersatisfaction. A special award is also presented each year to someone who has made what the BHTA believes to be an outstanding and inspirational contribution to the industry. If you know someone who fits the bill, then you can nominate them for the Lifetime Achievement Award. Please email nigel.woods@bhta.com for a nomination form.

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What an advantage… Did you know that BHTA members have access to BHTA Advantage, an exclusive portfolio containing money-saving discounts, designed to support BHTA members both personally and professionally? There is no sign up process, nor any extra charge to access these benefits – BHTA members are automatically eligible to access these benefits by virtue of their BHTA membership. Here are just a few ways in which BHTA Advantage can benefit your business:

Office supplies and procurement The Buying Support Agency (BSA) guarantee to save members 20% on their annual stationery supplies spend and up to 35% on procurement*.

Discounted Microsoft Application Training QA is one of the UK’s leading training companies. BHTA members, and the businesses where they work, qualify for a huge range of discounts including 45% off Microsoft Desktop Applications training (including Word, Excel, PowerPoint) and 45% off professional development training*.

Free Business Utilities Assessment BHTA Advantage has partnered with LSI, one of the UK’s leading energy consultants who have recently won two awards at the Energy Live News Awards 2014; SME Best Customer Service and SME Most Trusted Consultancy. LSI is currently offering BHTA members an independent utility assessment free of charge with no further obligation*.

Sage 20% off Sage 50 Accounts and SageCover - PLUS request your free Sage Payroll software when you purchase Sage 50 Accounts or SageCover Extra*.

Visit BHTA Advantage via www.bhta.net/bhtaadvantage (you will need your member log-in to access the Advantage site) *Terms and conditions apply to all benefits. See website for details. Offers subject to change without notice. BSA Buying Group - Must switch entire office stationery supply spend and be trading with the stationery supplier for at least 12 months. If after this time there is evidence to support that you have not saved 20% or more on stationery, then the supplier will refund £500 if spend is over £1000. Sage – Software is single user, single company.

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New members

A warm welcome to all these new member companies: INDEPENDENT LIVING PRODUCTS AND SERVICES 1. BATHROOM BASICS Stoke t 0800 1488302 e karen@karencork.orangehome.co.uk w www.bathroombasics.co.uk MOBILITY GROUP RETAILERS 2. DREAMWELL LIMITED Leeds t 0113 230 5680 e Enquiries@dreamwell.co.uk w www.dreamwell.co.uk PRESSURE CARE SEATING AND POSITIONING

STAIRLIFTS AND ACCESS 4. JMC HOIST SERVICES Arlesey, Bedfordshire t 01462 621363 e info@uk-jmc.co.uk w www.uk-jmc.co.uk

TRADE AFFILIATE 5. BIT FORGE SYSTEMS Kris Allen Cloud-based asset, job and schedule management system Faringdon, Oxfordshire t 01793 680 863 e info@potsglobal.com w www.potsglobal.com

4 5

3. PEACH - THE CHAIR SHOP Newcastle t 0191 267 1414 w www.chairshop.co.uk e Vivienne@chairshop.co.uk

Barcoding update If you are a manufacturer or own brander selling equipment which goes into the NHS, you urgently need to make sure you are up to speed on the timelines. The NHS Standard Terms and Conditions now commit contractors to comply with the eProcurement Strategy. In essence, the expectation is that by the end of 2015 GS1 barcode data will be required for all products sold into hospitals and terms of contract will state clearly that any product or service delivered to the NHS must carry GS1 barcode data.

Health Hub Code Bank

During 2015-2016 all NHS Trusts must adopt GS1 as the system and will start de-listing non-compliant suppliers’ product.

Developed by Assistive Partner and BHTA, Health Hub Code Bank is a simple, low cost service to make your barcode data available to your supply chain. Free to access for any barcode user, this is a healthcare-specific datapool that makes data for your products available to all your customers from one source.

Benefits to suppliers include having a single data source for product information available to all NHS customers, reduced transaction costs (due to fewer price based invoice queries) and reduced supply chain disputes by provision of accurate and timely order, delivery and invoice information.

Charged on a volume basis so you only pay for what you use, Health Hub Code Bank allows you to put your data into a simple spreadsheet-style template and upload with one click. The database is on a secure website, so it’s accessible through any browser and there’s no need to install software.

The latest information and advice is being posted at www.bhta. net/barcoding

Barcoding has clear benefits; using Health Hub lets you realise them: www.healthhubcodebank.org/

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Section Chairs 2015 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 14 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: AAC David Morgan Meandi Business Services Ltd Tel: 07860 438372

Hearing Care Clare Kewney Age UK Hearing Aids Tel: 0800 524 4708

Prosthetics Mark Davies Steeper Tel: 0113 2704841

Beds and Support Surfaces Leyton Stevens Invacare Ltd Tel: 01656 776200

Independent Living Products & Services Andrew Stevenson Nottingham Rehab Supplies Tel: 0845 121 8111

Stairlifts and Access Lee Farrington Dolphin Stairlifts Ltd (Midlands) 0121 525 8925

Childrensâ&#x20AC;&#x2122; Equipment Holly Jenkins Jenx Limited Tel: 0114 285 3376 Dispensing Appliance Contractors Kevin Hodges Kevin Hodges Consulting Tel: 07711 627419 FAME Robert Froomberg Safety First Aid Group 0208 4573777

Mobility Group Jeanette Warner Better Mobility Ltd Tel: 01442 768 782 Orthotics Colin Hurley Colin Hurley Business Development Consultant Tel: 07921 917100

Chairman Mike Lord tel 020 7702 2141

Stoma and Continence Products Philip Salt Salts Healthcare Ltd Tel: 0121 333 2000 Telehealthcare Current vacancy

Pressure Care, Seating and Positioning Debbie Williams Invacare Ltd Tel: 01656 776200

whoâ&#x20AC;&#x2122;swho

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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Get wise… BHTA produces a range of free consumer advice leaflets, designed to support end users and offer independent advice. They are available to member companies to use with their customers, can be downloaded from our website and are sent to members of the public on request. When someone buys the equipment that is right for them, it can make a real difference to their quality of life, giving them freedom and independence. These step-by-step guides are designed to help users make the right choice. Get wi\e to getting more from your battery

Get wi\e to buying a mobility vehicle

Get wi\e to u\ing electric \cooter\ and wheelchair\

Get wi\e to buying a \tairlift

A guide to maximising the performance and lifespan of batteries for powered mobility equipment

A guide to helping you make the right decision

A Highway Code for users

A guide to help you make the right decision

No vehicle performs to its full potential without an efficient fuel system. Electrically powered wheelchairs and scooters are no exception. The batteries fitted to powered wheelchairs and scooters act as their fuel tanks and should be topped up and well maintained accordingly, for users to enjoy the full freedom and mobility they expect.

Common questions and answers Q. When should I charge mobility vehicle batteries in order to get the most out of them?

A. If your vehicle has gel batteries (Most powered wheelchairs) • Fully charge them to begin with. • Recharge them when the battery gauge shows a low charge. Be careful not to get stranded with flat batteries! • Recharge them once a week in any case. • After around 20 charges, when the batteries have reached their full capacity, you should change tactics and charge them when you have finished with the vehicle for the day, then:

Once, say every two months, let the batteries discharge as you did when they were new before recharging them.

A mobility vehicle can definitely improve your lifestyle. No longer will you be confined to your home, reliant on others and unable to fully control your own life.

• Never allow batteries to run completely flat.

• Total Freedom • Total Independence • Total Dignity

A. If your vehicle has sealed lead-acid batteries (Most scooters)

• Fully charge them to begin with.

Making the right decision

• Recharge them when you have finished with the vehicle for the day or if you are unable to do this, charge them once a week.

The best way to ensure you make the right decisions is to see, and try, a wide range of models from different manufacturers. You should first contact your local BHTA specialist, and visit their local showrooms. Here you can see a number of models, and make proper comparisons of size, comfort and handling. You will also meet and get to know their staff and your backup team. If you cannot visit, then book a home demonstration, and try the different products in and around your own home. Give yourself time and try to avoid rush decisions.

• Every two months, let the batteries discharge until the battery gauge shows a low charge. • Never allow batteries to run completely flat. Q. How should I charge mobility vehicle batteries? A. Whatever type of battery your vehicle has

• Use only the automatic charger supplied with the vehicle.

Making an informed choice

Why should we have a Highway Code for electric scooters and wheelchairs

Today it is increasingly common to see a scooter or power chair being used by people of all ages and abilities. People have now found out that these mobility vehicles are popular because without them they would be housebound, or restricted to only very limited distances, and that they are easy to control, economical to keep, and actually pretty good fun!

The idea comes from watching some of the silly things people do on such vehicles, and some equally silly things I have done myself, while using my own scooter. When I had my first driving lesson the instructor said to me “When in charge of a car you are in charge of a potentially lethal weapon”. To claim a scooter or wheelchair falls in the same category would be a bit dramatic, but it is still possible to do considerable damage to yourself or others.

However, deciding on which model to see and which company to buy from is very important, and can be difficult. You need to know that the product is suitable for all your needs, and that the company is a qualified and experienced supplier. You need to know that they will look after you and your vehicle, now and in the future. This is why the BHTA has produced this guide to help you choose the best combination of product and supplier, helping you to make an informed choice and decision.

General points to consider before buying your vehicle

The categories of road users in the Highway Code are pedestrians, cyclists, motor cyclists and motorists. As a wheelchair/scooter user you don’t really fit any of these categories. You may however partly fit any of them.

Make sure you are able and fit to use it safely.

• Does the company offer a choice of manufacturers and models?

There are also fixed stairlifts with a wheelchair platform, but although the platform usually folds up against the wall, they do take up a lot of room and many domestic stairwells may not be broad enough.

It is important to arrange for your local Occupational Therapist Department or any reputable dealer to assess and advise you. This true even if you have driven a car previously, as it is very different from driving a scooter/wheelchair. If in doubt as to whom to ask, call the BHTA on 020 7702 2141.

Vertical, or through-the-floor lifts, are ideal for wheelchair users but do involve major structural alterations and cost more than stairlifts.

• Is the company able to provide other medical products you may require?

Short rise lifts are ideal for coping with small changes in floor level – at a front step or in a split-level hallway – where there is insufficient space to put a ramp. Some structural work may be required to ensure that the main mechanism is sunk below ground level.

• Will the company provide details of another local approved repairer, when you are away on holiday in the UK?

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01/03

Get wise to buying safely

Get wise to buying a mobility vehicle

You need to be sure what you need, know where to buy it and how much to pay; advice on the questions you should ask yourself before you shop and your supplier before you buy.

With so many vehicles to choose from, this leaflet gives the pros and cons of power chairs and scooters; a guide to helping you make the right decision.

01/04

Get wise to using electric scooters and wheelchairs

Get wi\e to making \ure your wheelchair remain\ \table

A guide to maximising the performance and lifespan of batteries for powered mobility equipment

BHTA guidelines on stability for wheelchair users

A wheelchair user’s guide to public transport

What is stability?

Steps, kerbs and soft ground

Generally, for a wheelchair to remain stable, it must be upright on its wheels with the combined centre of mass of the wheelchair and user being within the wheelbase of the wheelchair. These guidelines should only be used in conjunction with the manufacturers’ instructions for safe use.

When travelling up, down or across a slope, contact with relatively small obstacles can cause instability leading to tipping or sliding. Hitting obstacles can also cause the seated occupant to slide forwards or fall forwards out of the wheelchair. Use on soft ground can lead to similar problems, as small or narrow wheels tend to sink into the ground. Negotiating kerbs or steps should be undertaken following the manufacturers’ instructions, but always try to use dropped kerbs and ramps if possible.

As a wheelchair user, you will find that more and more public transport is becoming accessible to you. New regulations mean that in future trains, buses and taxis will all have to be designed so that most wheelchair users can travel in them.

Common questions and answers Q. When should I charge mobility vehicle batteries in order to get the most out of them?

Once, say every two months, let the batteries discharge as you did when they were new before recharging them. • Never allow batteries to run completely flat. A. If your vehicle has sealed lead-acid batteries (Most scooters)

• Fully charge them to begin with.

What affects stability?

• Recharge them when you have finished with the vehicle for the day or if you are unable to do this, charge them once a week.

Ramps and slopes can present a high risk to users if they try to climb, descend or travel across slopes that are steeper than the safe working limit of the wheelchair. Appropriate gradients and surfaces should not cause problems if they are within the capability of the wheelchair. Wheelchairs should only be used on ramps or slopes that are less than the maximum safe slope specified by the manufacturer.

• Every two months, let the batteries discharge until the battery gauge shows a low charge. • Never allow batteries to run completely flat.

Note: It is important to find a reputable dealer or supplier. An expert will give good advice regarding capability and suitability of each wheelchair.

Q. How should I charge mobility vehicle batteries? A. Whatever type of battery your vehicle has

• Use only the automatic charger supplied with the vehicle.

Wherever possible, wheelchairs should be tested on any slopes that will be used regularly.

• Allow the charger to complete its charge cycle, until the green “fully charged” light on the charger shows. This may take 12 hours or more in some situations.

Get wi\e to u\ing public tran\port

Here are some basic facts that you might find it helpful to know, particularly if you do not use public transport but would like to do so.

Cushions

The addition of seat cushions will raise the centre of gravity of the wheelchair and reduce the stability of the wheelchair in all directions. The addition of a backrest cushion will move the centre of gravity forward, improving rearward stability but decreasing forward stability.

• Do not leave the charger switched off whilst connected to the vehicle – some chargers will allow batteries to drain quite quickly if you do this. Always disconnect the charger from the mains when disconnected from the vehicle.

Full of tips, this is written with the cooperation of leading battery manufacturers; a guide to maximising the performance and lifespan of batteries for powered mobility equipment.

The BHTA Code of Practice is the first in the healthcare industry to have been approved by the Trading Standards Institute.

Getting on and off There are different kinds of boarding aids to help you use public transport. • In future low floor buses will have a ramp. In towns most will be power operated by the driver from his seat. In rural areas, the driver may operate the ramp manually.

The reason we’ve done this is to reassure you that our members are responsible businesses and not involved in inappropriate selling tactics.

Get wise to making sure your wheelchair remains stable Considering the many factors that can affect stability, and therefore safety; BHTA guidelines on wheelchair stability for end users.

You can request a copy of the Code from the company or from the BHTA. We take complaints very seriously and we will do all we can to sort out your problem, if it can’t be resolved between yourself and the company that you bought your product from.

First of all you need to check that your complaint is valid. For example: You should have: · Told the salesman exactly what you wanted the product/service for and what you expected it to do. · Given the salesman all relevant information about yourself at the time of purchase. · Read the paperwork. · Followed the instructions.

• Modern trams and rapid transit systems have level boarding so you can move straight from platform to tram without a ramp or lift.

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A condition of BHTA membership is that they abide by our Code of Practice. This means that: · You can expect a high standard of behaviour and service from them. · Their behaviour is policed. · Members, through the BHTA, keep themselves up to date with legislation and best practice. · Should anything go wrong and can’t be resolved with the company then you can call on the BHTA for assistance. · Independent arbitration is available for resolution of complaints.

Is my complaint valid?

• Taxis generally have manual ramps, which the driver will operate.

The stability forwards, rearwards and sideways can be reduced by the user moving their upper body or by leaning out to operate switches or pick something up. However, rearward stability can be improved when climbing slopes if the user can lean forward.

Get wise to getting more from your battery

We at the British Healthcare Trades Association (BHTA) represent nearly 400 companies who make and sell many different products and services, known as Assistive Technology products, designed to help vulnerable people in their own homes as well as in the NHS and in the community. These include all sorts of mobility products like scooters and wheelchairs; stairlifts and hoists, stoma and incontinence products.

• On most trains manual ramps are kept on the platform or on the train.

User body movement

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Unfortunately sometimes things do go wrong. Hopefully with commonsense and good will, they can be sorted out to everyone’s satisfaction before resorting to the law.

• Higher floor buses and coaches are more likely to have lifts, which will be operated by the driver or another member of staff.

Added weight

The attachment of accessories or other items such as shopping bags, ventilators or oxygen cylinders hung or positioned on the rear of the wheelchair will move the combined centre of gravity of the user and wheelchair rearward. This may not cause problems on level ground, but it can make the wheelchair unstable when climbing a slope or ramp. Never carry passengers.

• Leave the charger connected and turned on until you need to use the vehicle again. The charger will then keep the batteries topped up. If you prefer not to leave it turned on, the batteries will not be kept topped up, so you should instead recharge say once a week.

The transport operator has the right to refuse to let you travel if he believes that your wheelchair is not in a safe condition. There will continue to be a need for door to door transport services for those who cannot be public transport users.

• You have a scooter (which will be difficult to manoeuvre and may be unstable in a vehicle).

If you’ve just bought a product and for whatever reason, are not happy with it, this leaflet aims to explain how to go about making a complaint

You must ensure that your wheelchair is in a safe condition to travel. This means, for example, making sure that it is correctly maintained, that the tyres are properly inflated, that you have not overloaded the back of the chair with bags (this can cause the chair to tip over backwards on a ramp). If you have a powered chair, you must also ensure that the battery is secure. If your chair has adjustable kerb climbers you should check that they are set so that they do not catch on the ramp.

• Your chair is very heavy, or • You need to travel with your legs fully extended or the backrest reclined, or

If even a couple of stairs become a barrier or safety hazard, your own home can suddenly disable you; a guide to the issues to consider when choosing and buying a stairlift.

Get wi\e to making a complaint

The majority of wheelchair users will be able to use public transport. But you may find that you can’t if: • Your chair is very big (taking up a space – when you are in it – of more that 700mm wide or 1200mm long), or

Seating systems

Seating units fitted into wheelchairs, tilting seating units or reclining backrests can have similar effects on stability to the addition of cushions, by moving the user upwards and possibly forwards or rearwards within the wheelchair compared to the original seating position. This will affect stability in all directions.

01/06

Get wise to buying a stairlift

Written by wheelchair user Elizabeth Godfree this is invaluable for mobility vehicle users planning to travel on our roads and pavements; a highway code for users.

Get wi\e to getting more from your battery No vehicle performs to its full potential without an efficient fuel system. Electrically powered wheelchairs and scooters are no exception. The batteries fitted to powered wheelchairs and scooters act as their fuel tanks and should be topped up and well maintained accordingly, for users to enjoy the full freedom and mobility they expect.

Who to turn to? When installing a domestic lift, your first move should be to get an independent assessment of your daily living needs. Occupational Therapists (OTs) are trained professionals who work for local social services or social work departments and they can offer independent advice not only on potential access solutions, but also on the variety of grants and funding options which may be available to help with the cost. This discussion will help you to decide how best to solve your problems and you’ll be in a much better position to get the support and facilities you need.

Fixed stairlifts are powered mechanisms mounted on stair-fixed tracks, which follow the line of the stairwell (so can be either “straight” or “curved”). A majority of these are used by people who can walk, but find stairs a problem; the user is normally seated during transfer, although some models allow you to perch or stand, which might be preferable if you have difficulty bending your knees.

• Know the rules of safety and consideration for yourself and other people.

• Can the company provide servicing and finance plans and information about comprehensive insurance? • Do you know the cost of call outs and in-house servicing?

Choosing your stairlift

Access options Domestic lifts come in a variety of forms; your final choice ultimately depends on your own particular needs and situation.

It is usually possible to get advice through your local Social Services or Occupational Health Service. You need to be able to: • See well enough to be safe.

• Cross busy roads. This is not as easy on a scooter/wheelchair as on foot.

• Is the company based near you with showrooms, servicing facilities, and on the road repair and service engineers?

When this happens, you are left with four choices: do nothing, all too quickly losing the ability to live independently in your own home; you can re-organise the house in order to live and sleep downstairs; you can move to a bungalow or ground floor flat; or you can install some form of domestic lift. This last option is likely to be the least distressing, the most practical, and financially prudent means of ensuring you retain as much independence as possible.

• Adequately control your vehicle and do all the possible manoeuvres, such as reversing, climbing and descending kerbs and turning safely.

• Is the company a member of the BHTA?

There are currently over 23 million households in the UK, many in buildings more than fifty years old and most of which contain steps. This isn’t a problem when you have no difficulty climbing stairs, but if – for whatever reason – even a couple of steps becomes a major barrier or physical hazard, your own home can suddenly quite seriously disable you.

Under NO circumstances is it permissible for scooters or wheelchairs to be driven on motorways.

Which Highway Code category do wheelchair/scooter drivers come into?

Points to ask:

• Allow the charger to complete its charge cycle, until the green “fully charged” light on the charger shows. This may take 12 hours or more in some situations.

Road or footpath? Some wheelchairs/scooters can only be driven safely on the road. This does not always make it safe to do so. To drive safely on the road it is advisable to have a vehicle capable of doing 6/8 miles an hour, equipped with headlights, rear lights, flashing indicators and a horn. Even with all this you may not use dual carriageways unless you also have an additional flashing beacon light and you are not permitted to use bus lanes or cycle tracks.

Did: · The salesman say exactly what the product could and could not do? · You feel pressurised into making a decision? · The salesman offer any alternative product/service at the time? · The company meet promised timescales (for delivery etc)? 01/02

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Get wise to using public transport

Get wise to making a complaint

Useful tips for safe travel in trains, buses and taxis; a wheelchair user’s guide to public transport.

If you’ve just bought a product and for whatever reason, are not happy with it, this leaflet aims to explain how to go about it.

Our full series of Get wise leaflets is available at www.bhta.net/home/get-wise.htm or by contacting BHTA on 020 7702 2141 or at bhta@bhta.com 18