The NHS’s leading wheelchair provider has been told to urgently improve its complaints system by the health service ombudsman amid concerns disabled people are waiting up to two years for chairs.
The parliamentary and health service ombudsman (PHSO) took the unusual step of writing to AJM Healthcare after a sharp rise in complaints from wheelchair users. Most related to people not receiving new wheelchairs or the correct parts. The waits range from a month to two years, the ombudsman said.
AJM, which describes itself as the leading provider of NHS wheelchair services in the UK, did not say what was causing the issues. Experts have warned more broadly that there is not enough government funding to support the service.
When someone needs a wheelchair they first go to their GP, who will then refer them for assessment which is done by private companies such as AJM Healthcare. The assessment involves a meeting with an occupational therapist, a physiotherapist, or a rehabilitation engineer depending on the complexity of the condition. If patients meet a certain criteria they are prescribed a chair.
The PHSO investigates complaints that have not been resolved by the NHS or by private providers of NHS care.
In a letter seen by the Guardian, the PHSO said they had been unable to investigate most reports received about AJM Healthcare because patients had not been able to complete the company’s complaints process.
“All service providers need to listen to complaints. In your case, this is particularly important given (as of course you are aware) that your equipment is vital for those with a disability,” the letter said.
The ombudsman has received 67 complaints since 2018, more than half (38) of which were made in 2023. A further 12 have been made this year.
“We have also received complaints about delays in receiving wheelchairs and parts and poor communication. This includes a failure to respond to complaints,” the letter reads.
The ombudsman said AJM Healthcare would be “concerned about the nature and number of complaints, particularly the sharp rise in 2023”. They recommended that AJM review how it handles complaints, giving it 28 days to respond with its next steps.
AJM Healthcare did not provide a comment to explain the issues. However, it flagged NHS data showing its referral to completion of chairs within 18 weeks was higher than the national average by more than 7.9%.
Data across England show one in five children waited more than 18 weeks for chairs or modifications between January and March 2024. The number was slightly better for adults. The delays are linked to a range of private or NHS providers delivering wheelchair services. The company used is commissioned locally.
However, the issues within the system mean disabled people are turning to crowdfunding or charities to get the chairs they need, while others are left housebound or with worsening health.
Nick Goldup, of The Wheelchair Alliance, which champions the needs of wheelchair users in England, said there was a poor level of [government] funding for wheelchair services generally and no central oversight.
“Those commissioning wheelchair services do not understand the level of funding needed as there is not enough data to show the levels of demand,” he said.
He said the government provides the equivalent of £196 for each person a year, which was “not enough”. The cost of a wheelchair starts at about £1,000 and can be upwards of £15,000 for more complex power chairs.
In England, you are entitled to a wheelchair via the NHS if you meet the local criteria. Some integrated care boards (ICBs) – local bodies that determine the policy and budgets for wheelchairs – are rationing the provision due to a lack of investment over decades. They provide a basic wheelchair, rather than one that meets the individual’s assessed needs. ICBs can offer a personal wheelchair budget towards the payment of a chair, with the individual expected to cover the difference in cost.
A Department of Health and Social Care spokesperson said: “It’s absolutely right that wheelchair users get the equipment and services they need, which is why NHS England is taking a number of steps to reduce delays.
“This is being supported by the record funding of £164.9bn a year we are putting into the NHS – an increase of 13% in real terms.”
An NHS spokesperson said: “Integrated Care Boards are responsible for providing wheelchair services to patients locally, but the NHS also provides patients with personal wheelchair budgets, to give them more choice and control over a wheelchair which meets their individual needs.”
• This article was amended on 21 May 2024. A reference to “occupational health therapists” was corrected to “occupational therapists”.
