Ross Care - posture and mobility service (including wheelchairs)
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Reviews (1)
Poor service. Poor assessments. Poor offer
October 16, 2023
We initially referred by the GP into paediatric wheelchair services over 14 months ago. Every few months we would contact them and ask how long the initial assessment was and were told “it’s very busy and we have long waits”. After 11 months we finally asked them how to complain about the inability to get an initial assessment for our 8 year old (his previous wheelchair was aimed at 3-6 year olds) and received an assessment date during that call.
The assessment was poorly done. Our son was measured incorrectly and we were offered a single product that we felt was inappropriate due to the nature of his condition. We were not offered any advice on the PWB or any alternatives that we may access.
We contacted RossCare to raise concerns about the teams apparent lack of understanding of the process and the assessment. We received no acknowledgement to any communication.
We followed these emails up with three further calls to confirm that they had received the emails and were assured that they had and would be responded to.
Another month passed so we sent a further email to ask for an update. We copied in PALS at this point.
We eventually were contacted by a manager at RossCare who promised to take responsibility for the case.
We’ve had to research the products that we feel would suit and every time we’ve contacted them, another barrier feels like it’s been put in the way.
Today we finally gave up. A final email with further requests has landed and both the chair we have found and the supplier have been rejected by RossCare.
Unfortunately no alternative suppliers or product have been suggested and after 18 months, our son has a broken wheelchair that he is too big to use.
Coincidentally, none of the mobility shops within Kirklees accept the PWB vouchers or hold any paediatric equipment. Therefore we have been left with a single option for a wheelchair that we don’t feel is suitable for his needs.
We have purchased the product we feel would suit him. The whole process has been incredibly frustrating.
The assessment was poorly done. Our son was measured incorrectly and we were offered a single product that we felt was inappropriate due to the nature of his condition. We were not offered any advice on the PWB or any alternatives that we may access.
We contacted RossCare to raise concerns about the teams apparent lack of understanding of the process and the assessment. We received no acknowledgement to any communication.
We followed these emails up with three further calls to confirm that they had received the emails and were assured that they had and would be responded to.
Another month passed so we sent a further email to ask for an update. We copied in PALS at this point.
We eventually were contacted by a manager at RossCare who promised to take responsibility for the case.
We’ve had to research the products that we feel would suit and every time we’ve contacted them, another barrier feels like it’s been put in the way.
Today we finally gave up. A final email with further requests has landed and both the chair we have found and the supplier have been rejected by RossCare.
Unfortunately no alternative suppliers or product have been suggested and after 18 months, our son has a broken wheelchair that he is too big to use.
Coincidentally, none of the mobility shops within Kirklees accept the PWB vouchers or hold any paediatric equipment. Therefore we have been left with a single option for a wheelchair that we don’t feel is suitable for his needs.
We have purchased the product we feel would suit him. The whole process has been incredibly frustrating.