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NHS Calderdale, Greater Huddersfield & North Kirklees CCGs

Wheelchair Services Engagement Report
Kirsty Wayman
December 2013

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Contents

1. Background

3
2. Our engagement responsibilities

3
3. Engagement approach

5
4. Analysis of existing data

6
5. Analysis of discussion groups

10
6. Analysis of survey

12
7. Summary of key themes / issues

15
8. Conclusion

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Appendix A Communications and Engagement Plan


Appendix B

List of existing data reviewed
Appendix C Copy of survey


Appendix D Equality Monitoring data


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1. Background

The NHS Clinical Commissioning Groups (CCGS) of Calderdale, Greater Huddersfield and North
Kirklees have concerns about the wheelchair services provided to their populations. The current
services are overstretched and overspend each year, with the reasons for overspend being unclear.
Non recurrent resources have been identified to support the service over the last few years as
demand exceeds the current capacity.

The CCGs commissioned NHS West and South Yorkshire & Bassetlaw Commissioning Support Unit
(WSYBCSU) to:

Undertake a review of the current service covering patient views, activity, spend and
specification
Identification of future requirements for the service (assessment of population future
needs)
Identification of alternative options/models of provision
Options for procurement

This report details the engagement that took place to obtain the views of the public, key
stakeholders and voluntary and community sector organisations on their experiences of
wheelchair services in Calderdale and Kirklees and their suggestions on how the services could be
improved.

2. Our engagement responsibilities
For NHS Calderdale, Greater Huddersfield and North Kirklees CCGs engaging people is not just
about fulfilling a statutory duty or ticking boxes, it is about understanding and valuing the benefits
of listening to patients and the public in the commissioning process.

By involving local people they want to give them a say in how services are planned, commissioned,
delivered and reviewed. They recognise it is important who they involve through engagement
activity. Individuals and groups play different roles and there needs to be engagement
opportunities for both.

Legal Requirements
There are a number of requirements that must to be met when discussions are being made about
the development of services, particularly if any of these will impact on the way these services can
be accessed by patients. Such requirements include:

The White Paper, Equity and excellence: Liberating the NHS
Health and Social Care Act 2012
The NHS Constitution

The White Paper, Equity and excellence: Liberating the NHS, and the subsequent Health and
Social Care Act 2012, set out the Government's long-term plans for the future of the NHS. It is
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built on the key principles of the NHS - a comprehensive service, available to all, free at the point
of use, based on need, not ability to pay. It sets out how the NHS will:

put patients at the heart of everything it does, no decision about me, without me
focus on improving those things that really matter to patients
empower and liberate clinicians to innovate, with the freedom to focus on improving
healthcare services

It makes provision for CCGs to establish appropriate collaborative arrangements with other CCGs,
local authorities and other partners, and it also places a specific duty on CCGs to ensure that
health services are provided in a way which promotes the NHS Constitution - and to promote
awareness of the NHS Constitution.

Specifically, CCGs must involve and consult patients and the public:

in their planning of commissioning arrangements
in the development and consideration of proposals for changes in the commissioning
arrangements where the implementation of the proposals would have an impact on the
manner in which the services are delivered to the individuals or the range of health services
available to them, and
in decisions affecting the operation of the commissioning arrangements where the
implementation of the decisions would (if made) have such an impact

The Act also updates Section 244 of the consolidated NHS Act 2006 which requires NHS
organisations to consult relevant Overview and Scrutiny Committees on any proposals for a
substantial development of the health service in the area of the local authority, or a substantial
variation in the provision of services.

The duties to involve and consult were reinforced by the NHS Constitution which stated: You
have the right to be involved directly or through representatives, in the planning of healthcare
services, the development and consideration of proposals for changes in the way those services
are provided, and in decisions to be made affecting the operation of those services.

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3. Engagement approach
NHS West and South Yorkshire and Bassetlaw Commissioning Support Unit Communications and
Engagement team, embarked on engagement with the public and key stakeholders over a six
week period, from 4
th
November to 13
th
December 2013. An engagement plan supporting this
work was developed (see Appendix A). The purpose of the engagement was to build on the data
that had already been collated, by gaining the views of the public, key stakeholders and voluntary
and community sector organisations on their experiences of wheelchair services in Calderdale and
Kirklees and their suggestions on how the services could be improved.

Existing data held by WSYBCSU on behalf of the three CCGs was collated and analysed to form part
of the engagement process. The information considered as part of this exercise was any patient
feedback received in relation to wheelchair services, equipment or aids via the Patient Advice and
Liaison Service (PALS) and complaints.

In addition to data from PALS and Complaints, data from previous engagement exercises and
patient experience reports produced by the CKW Communications and Engagement Shared
Service were also analysed for any issues relating to wheelchair services, equipment or aids (see
appendix B for a full list of the data reviewed).

As part of the plan, two events were held, one in Calderdale and one in Kirklees. The events
consisted of a brief presentation which provided an overview of the current review of wheelchair
services and the proposals for a new model. The event asked participants to discuss in their groups
their views on the following questions:

What is working well?
What is working not so well?
Are there any gaps in the service?
Is there anything else the CCGs need to change?

Notes were taken of the discussions and these have been analysed in section 5. Initially, the
proposal had been to just undertake the two events; however, the engagement team received
feedback from some members of the public advising that they were unable to attend either of the
events but still wanted to share their views. To ensure everyone had an opportunity to be
involved, the engagement team developed a survey (see appendix C). The survey was based on
the questions to be used at the events and this was circulated via the engagement teams existing
communication mechanisms.

The plan also explained how the team would offer the Voluntary and Community Sector the
opportunity to have representatives visit them to gain feedback. Details were also sent to key
stakeholders, such as Healthwatch for information and feedback.

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4. Analysis of existing data
This section provides a summary of the key issues raised through the analysis of existing data.
Existing data from PALS / Complaints, previous engagement exercises and patient experience
reports produced by the previous CKW Communications and Engagement Shared Service were
analysed for any issues relating to wheelchair services, equipment or aids (see appendix B for a full
list of the data reviewed). Where relevant data was found this is described below.

NHS West and South Yorkshire and Bassetlaw Commissioning Support Unit, PALS, Complaints
and Patient Opinion postings received since April 2013
PALS queries, complaints and Patient Opinion postings received since April 2013 (data prior to this
date is currently not accessible) were analysed to establish whether any related to wheelchair
services, equipment or aids. During that period there were no PALS queries, complaints or Patient
Opinion postings received by WSYBCSU.

NHS Greater Huddersfield CCG, Princess Royal Community Health Centre October 2013
Engagement evidence was gathered from three main sources:
Engagement drop in sessions held in October 2013.
Evidence from other engagement activities undertaken such as comments cards, focus
groups and social media
Patient feedback and enquiries over the last two years, gathered from each service
including compliments and complaints.

From the drop in sessions, it was evident that a One Stop Shop would be welcomed as a cost
effective solution having the following support services:

Occupational health
Housing
Other services like home improvements, equipment store
Role play areas were suggested within learning disability service

NHS North Kirklees CCG, Care Homes Engagement Report August 2013
West and South Yorkshire and Bassetlaw Commissioning Support Unit (WSYBCSU)
Communications and Engagement team, embarked on engagement with care home residents and
key stakeholders from 12
th
June 2013 to 26
th
July 2013. A questionnaire was designed to gain
feedback from Care Home residents / carers, Care Home managers / staff, provider organisations,
healthcare providers and voluntary and community sector organisations on the proposal. 68
completed surveys and 1 letter were received. From the responses received, a couple made
reference to the need to have the appropriate equipment in homes to improve mobility in
residents.




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NHS North Kirklees CCG, Voluntary & Community Sector Event Summary Report July 2013
NHS North Kirklees Clinical Commissioning Group (CCG) invited representatives of voluntary and
community sector (VCS) organisations to attend an event on Wednesday 10
th
July 2013 at 2.30pm
4.30pm at Batley Town Hall. It was an opportunity for the VCS to hear about the work that the
CCG had been doing, their priorities, challenges and plans for the future. The VCS were also able to
hear from two VCS organsations that had been funded by the CCG to keep people healthy in their
own homes and communities, and reduce the use of hospital services.

As well as hearing the presentations, the VCS were asked to participate in discussion groups. The
purpose of the discussion groups was to gain the opinions of the VCS, to understand better how
they could help support patients and to begin to eliminate the barriers that stop patients
accessing the services provided by them.

Over 70 people attended, representing over 40 organisations. In addition to representatives from
the VCS there were also a number of representatives from Kirklees Council who work closely with
the VCS and were also keen to hear how the CCG wanted to work with the VCS in the future

One of the discussion groups looked at providing care closer to home and reducing the need for
hospital admissions. It was suggested that NKCCG and Kirklees Council need to build on existing
services, such as the handyman service, to enable people to access free equipment quicker to
enable people to be discharged sooner.

Calderdale and Huddersfield Health and Social Care Strategic Review, Summary of findings from
the engagement process -Public, Patients and Carers, Long Term Care February 2013
Kirklees residents who had experienced hip surgery over the period January March 2009 at
either Calderdale and Huddersfield or Mid Yorkshire hospitals, were invited to attend focus groups
to gather their experiences prior to the surgery, the referral, surgery and recovery stages of their
journey.

Twenty nine patients and carers attended three focus groups in Huddersfield and Batley, with
others, unable to attend, feeding back their experiences both via telephone and email.

Most participants experience of being discharged was a good one, knowing that all aftercare
equipment at home had been arranged before the operation and staff had prepared patients in
hospital on mobility issues (e.g. managing stairs, getting in and out of vehicle.

NHS Kirklees, Intermediate Care Service, Engagement Report, August 2012
NHS Kirklees undertook a review of their Intermediate Care Service with a view to consider
moving towards a new Intermediate Tier Service. To help them make certain that the right
services were going to be in place, they sought the views of patients, carers, and voluntary and
community organisations, this took please during July 2012.

In terms of feedback from patients and carers, 223 responses to the engagement were received.
Of these, 148 were received through the survey with only 2 people choosing to complete this
survey online. 33 interviews were carried out with current residents across the five Intermediate
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Care facilities. 42 responses were also received through direct feedback to the Engagement
Shared Service via letters and telephone calls.

Comments were made with regards to the right equipment being in place and that the process
had worked well.

NHS Kirklees, Extending Patient Choice of Provider (AQP) October 2011
In preparation for 2012/13, commissioners were required to have engaged with patients, patient
representatives, healthcare professionals and providers on local priorities for extending choice of
provider by 30 September 2011 and by 31 October 2011 have used the feedback to identify three
or more community or mental health services for implementation, one of these areas was
Wheelchair Services (Children). Calderdale, Kirklees and Wakefield Cluster Partnership, with the
support of Clinical Commissioning Groups, embarked on engagement with local patients, patient
groups and stakeholders from 15 September 2011 to 9 October 2011. Based on existing and new
data, the findings for childrens wheelchair services were as follows:

A mum complained about lack of suitable wheelchair for her disabled son.
Wheelchair not received within 20 weeks. GP had not ordered. Wheelchair services
prioritised

Initial requirements for the wheelchair service specification (NHS Calderdale)
Box to tick on referral form to say that the referrer has had a discussion with the person
being referred.
One assessment to cover everything rather than a few covering different things.
Person-centred assessment, based on persons lifestyle choices, made into a statement of
need signed by both parties.
The right to have a discussion if you do not agree with the assessment.
The right to have something that may seem contrary to the assessment but suits you e.g. a
tighter fit wheelchair that can fit through your doors at home (with a disclaimer to sign if
necessary).
Provider required to be clear about what can and cannot be provided within the budget.
Recognition that the needs of people with progressive conditions can change very quickly,
and a system flexible enough to respond to this.
Transparency about waiting times, with information about the manufacturing cycle for
specific types of chair.
Requirement for the provider to keep a minimum stock of a range of different types of
chairs that can be used as a stopgap for people waiting for a chair.
A target from receipt of referral to completion of assessment, then specific targets for
different types of chair.
Clear information about how the voucher scheme operates.
A voucher scheme for powered chairs as well as manual chairs.
Requirement for staff to undertake disability awareness training, equality & diversity
training and support planning training.
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Requirement for provider to set out what is covered under repairs/ maintenance and what
has to be paid for.
More flexible opening hours, particularly for people who work for example, opening on a
Saturday morning and/or having a late evening.
Clear details of how referrals will be prioritised (using input from the wheelchair service
user group).
More welcoming environment, for example, having at least one person facing the window
in reception, being greeted on arrival etc.
Signage from road and for getting into the building.

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5. Anlaysis of discussion groups
Two events were held, one in Kirklees on 3
rd
December and one in Calderdale on 11
th
December.
Twenty-seven people attended the events, with thirteen people at the Kirklees event and fourteen
at the Calderdale event. Attendees included wheelchair users, carers, Healthwatch and staff who
support wheelchair users in the community e.g. Locala, social workers and learning disability
support workers. Following a presentation, the participants were asked to discuss in their groups
the following questions:

What is working well?
What is working not so well?
Are there any gaps in the service?
Is there anything else the CCGs need to change?

The following section details the key themes that were raised across both events for each of the
questions. It should be noted that the themes raised were consistent across the two events.

What is working well?
Key themes from responses to this question were:

Continuity of care, having someone that knew them and understood their needs.
Having a quick responsive service.
Good referral and assessment process.
Being able to access a wheelchair that met their needs.
Having a home assessment.
Having access to a quick repair service if any equipment became faulty.

What is working not so well?
Key themes from responses to this question were:

A need for improved communication, information and advice.
The need for a clear assessment and referral process. There was a perception by some that
the provision of a chair was based on budget rather than need and pushier patients were
assessed quicker.
Education and training for health and social care staff on the assessment and referral
process. Comments were made with regards to staff not having an understanding /
knowledge of different disabilities / conditions and the appropriate equipment to meet
those needs. There was also a perception by some that GPs were acting as gatekeepers to
the service.
Long waiting times for assessments, ordering, repair and adaptation of wheelchairs.
Insufficient staffing and funding to meet demand.
Criteria for eligibility for equipment appeared to some to be inconsistent, reference was
made to some people being able to have 2 chairs, others restricted to 1 and others being
unable to have a powered wheelchair.
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Lack of provision of appropriate equipment head rests, elevated foot plates, self
operated wheelchairs.
Lack of choice.
Inappropriate venue for wheelchair users, it has no disabled parking, is not accessible by
walking frame, poor signage and small reception area.

Are there any gaps in the service?
Key themes from responses to this question were:

A need for an integrated service for all mobility needs, a one stop shop that is available 7
days a week that meets the needs of everyone, including those that work.
To provide an easy read guide to how the service works and or Charter.
Provide accessible information about types of wheelchair options available.
Ensure all health and social care services are aware of the referral process and services
available for, and potential needs of wheelchair users.
Provision of an advocate or key worker to support patients.
Ensure that children with learning disabilities are well supported through the transition
from childrens to adult services.
Test driving a new wheelchair should be done in own home.
Staff to receive training on disabilities /conditions to ensure that they understand the
progressive nature of the conditions and how patient needs may change.
Signposting to approved providers of low cost rental of wheelchairs for those unable to
access wheelchair services.

Is there anything else the CCGs need to change?
Key themes from responses to this question were:

Should be able to exchange old wheelchair when there was a reassessment.
It would be helpful if the service provided a Newsletter, annually updating service users
about the service and new products that might help them.
It would be helpful to recognise that age limits to accessing services was not helpful for
patients who were unable to get the help they needed as they were either too young or
too old.










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6. Analysis of survey
In addition to the discussion groups, a survey was developed to enable those people that were
unable to attend the discussion to share their views. The questions for the survey mirrored the
questions from the discussion groups. This was done to ensure that all respondents whether by
discussion group or survey were asked the same questions, this in turn would enable the data
collated to be pulled together and analysed for any common themes.

Twenty-one surveys were completed.

Q1. Are you completing this on behalf of:

Yourself, as someone that has used / does use wheelchair services 50.0% 9
Someone you care for that has used / does use wheelchair services 50.0% 9
Other (please specify) 2
answered question 18
skipped question 3

General interest in services provided in the NHS
Professional working with service users who are heavily wheelchair dependant

Q2. Which Wheelchair Service centre have you used?

The Lodge, Park Valley Mill, Lockwood, Huddersfield 85.0% 17
Community Care Services, Salterhebble, Halifax 5.0% 1
I don't know 10.0% 2
Other (please specify) 1
answered question 20
skipped question 1

Clarks

Q3. When did you last use Wheelchair Services?

currently using services 65.0% 13
previous 1 - 2 months 5.0% 1
previous 3 - 5 months 15.0% 3
previous 6 months to a year 10.0% 2
over a year ago 5.0% 1
answered question 20
skipped question 1
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Q4. From your experience of the service, please describe what parts of the service work well
Sixteen responses were received and the comments have been analysed and summarised as
follows. The majority of respondents made reference to the knowledgeable staff that provides a
professional and responsive service. Some commented on the repairs to their chairs and the
majority were pleased with the service, with one person commenting that the quality of
wheelchair services had improved with the provision of more modern wheelchairs being provided.

A couple of negative comments were received and related to a feeling that the staff did not listen
to complaints being raised by services users and staff not being helpful when trying to arrange
deliveries.

One person queried how they could obtain a more comfortable wheelchair.

Q5. From your experience of the service, please describe what parts of the service don't work
well
Fifteen responses were received and the comments have been analysed and summarised as
follows.

Three people reported that they had not encountered any problems using the service.

Delays and repairs - The majority of people commented about delays relating to receiving
appropriate equipment and / or delays in repairs, which led to patients being unable to leave the
house for long periods of time. Some also commented on the poor quality of the repairs.

Provision of an appropriate wheelchair - Concerns were expressed with the regards to the
provision of an appropriate wheelchair, with reference made to being unable to access a powered
wheelchair for use outside, choice of equipment being limited by cost rather than suitability, the
difficulties in obtaining a non standard wheelchair and the lack of provision to people living in a
nursing / residential home.

Communication - Comments were made with regards to the lack of communication between
services and how this impacted negatively on patients. A couple of people raised concerns with
regards to staff being unresponsive to complaints / concerns raised

Q6. What improvements, if any, do you think should be made to Wheelchair Services?
Fifteen responses were received and the comments have been analysed and summarised as
follows:

Council should make shops wheelchair accessible
More staff and increased budget including provision of wheelchair therapists for visits with
palliative care patients and increase in technical support to reduce waiting times.
Provision of customer training for staff to ensure staff actively listen to patients and
respond to their needs
Improve co-ordination between services
Quicker response times in the provision and repair of wheelchairs
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Provision of a service that meets the needs of all, including those that work.
Improve communication by advising patients the outcome of an assessment, next steps etc
Ensure centres are equipped to deal with all disabilities, not everyone can transfer into a
car
Develop the voucher scheme

Q7. Is there anything else you would like to tell us about the services you have received?
Seven responses were received and the comments have been analysed and summarised as
follows:

People cannot upgrade their equipment because it puts the onus onto wheelchair services
to maintain the adaptations. This limits the choice available to individuals. Can a way be
found to allow people to pay for improvements to equipment and also make a contribution
to the servicing required?
Praise for the wheelchair therapists.
Comments were made with regards to the lack of communication between services and
how this impacted negatively on patients. A couple of people raised concerns with regards
to staff being unresponsive to complaints / concerns raised.


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7. Summary of key themes / issues
The main themes taken from the existing data and this engagement are:

For some, the service was described as being quick and responsive with knowledgeable and
professional staff. However, concern was expressed by many with regards to the waiting times for
assessments and the provision and repair of wheelchairs.

The need for staff to receive training on:

Disabilities /conditions to ensure that they understand the progressive nature of disabilities /
conditions and how patient needs may change.
Customer service training to ensure staff actively listen and respond to service users.
Assessment and referral process to ensure that there is consistency in the application of the
eligibility criteria.

It was felt that the current service does not cater for the needs of those that work or have other
commitments during office hours. Respondents wanted a service that would meet the needs of
everyone, including those that work. Suggestions were made to have a one-stop shop that was
accessible seven days a week.

The need for additional staffing and budget, including the provision of wheelchair therapists and
an increase in technical support to meet demand and reduce waiting times.

Poor communication between services and with service users which impacted negatively on the
service that they received. Service users wanted to be kept up to date on the progress of their
case, receive information on types of wheelchairs available and to have an easy read guide and or
Charter.

People wanted the ability to have a wheelchair that meets their needs. Concerns were raised that
they were unable to access a powered wheelchair for outside use, choice of equipment being
limited by cost rather than suitability and the difficulties in obtaining a non standard wheelchair
and adaptations.








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8. Conclusion
This engagement process has provided a snapshot of the views from wheelchair users, carers and
staff who support wheelchair users in the community, on their experience of wheelchair services
and what changes could be made to enable the service to work better.

This report will be made publically available and feedback provided to those respondents who
have requested it.

We would like to thank all respondents who have given their time to share their views.

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Appendix A Communications & Engagement plan


Target Audience Method of involvement Detail Responsibility
Patients / Carers of
patients with
direct experience
of the service
Survey

Survey to be developed

CSU
Engagement
Discussion groups Invite letter for patients CSU
Engagement
Distribution of survey and invite letter to participate in discussion groups CSU
Engagement
Wider public

INVOLVE database

Your health, your say
database

Websites/intranets/practice
and staff bulletins
Letter with a link to survey raising awareness of the work and
encouraging participation in the survey
CSU
Engagement



CSU
Communications
Voluntary and
Community
Groups
Relationship Matrix (includes
Healthwatch)
Letter/ email with a link to the survey CSU
Engagement


PRGs Email to practices

Letter/ email with a link to the survey CSU
Engagement
GPs, practice staff Staff newsletter

In the NKow, 40fied and Member Connect CSU
Communications
CCG staff Staff newsletter In the NKow, Greater Things and Member Connect CSU
Communications
Media Article in the local press CSU
Communications
All groups Gathering of past data PALS, complaints, Patient Opinion CSU
Engagement
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Target Audience Method of involvement Detail Responsibility
Past unplanned care work

CCG
Past engagement and consultation work CSU
Engagement
Analysis of data PALS, complaints, Patient Opinion CSU
Engagement
Past unplanned care work

CCG
Past engagement and consultation work CSU
Engagement
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Appendix B List of existing data reviewed

NHS West and South Yorkshire and Bassetlaw Commissioning Support Unit, PALS, Complaints and
Patient Opinion postings received since April 2013 that related to wheelchair services, equipment
and aids.

NHS North Kirklees CCG, School House Practice Walk-in Centre Engagement Report December
2013

NHS North Kirklees CCG, Patient Participation Directed Enhanced Service Report November 2013

NHS Greater Huddersfield CCG, Princess Royal Community Health Centre October 2013

NHS North Kirklees CCG, Engagement Annual Report 2012-13 October 2013

NHS Greater Huddersfield CCG, Engagement Annual Report 2012-13 September 2013

NHS North Kirklees CCG, Care Homes Engagement Report August 2013

NHS North Kirklees CCG, Voluntary & Community Sector Event Summary Report July 2013

NHS North Kirklees CCG and NHS Wakefield CCG, The Outcome of the Public Consultation in the
Meeting the Challenge Clinical Services Strategy Proposals July 2013

NHS Greater Huddersfield CCG, Golcar Clinic Communications & Engagement Report June 2013

NHS West and South Yorkshire and Bassetlaw Commissioning Support Unit, West Yorkshire
Unplanned or urgent dental services consultation June 2013

Calderdale and Huddersfield Health and Social Care Strategic Review, Summary of findings from
the engagement process -Public, Patients and Carers, Unplanned Care February 2013

Calderdale and Huddersfield Health and Social Care Strategic Review, Summary of findings from
the engagement process -Public, Patients and Carers, Planned Care February 2013

Calderdale and Huddersfield Health and Social Care Strategic Review, Summary of findings from
the engagement process -Public, Patients and Carers, Long Term Care February 2013

Calderdale and Huddersfield Health and Social Care Strategic Review, Summary of findings from
the engagement process -Public, Patients and Carers, Children February 2013

NHS Calderdale, Kirklees and Wakefield District Cluster, Mid Yorkshire Clinical Services Strategy,
Pre-consultation engagement analysis January 2013

NHS Calderdale, Kirklees and Wakefield District Cluster, Discharge to Assess November 2012

NHS Calderdale, Kirklees and Wakefield District Cluster, Changes to ophthalmology, orthopaedic
and neuro-rehabilitation services in Mid Yorkshire, Engagement Report September 2012

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NHS Kirklees, Intermediate Care Service, Engagement Report, August 2012

NHS Calderdale, Kirklees and Wakefield District Cluster, Re-design of the Low Vision Aid Service
and change of location, Engagement Report July 2012

NHS Calderdale, Kirklees and Wakefield District Cluster, Minor Injuries Service April 2012

NHS Calderdale, Kirklees and Wakefield District Cluster, Mid Yorkshire Clinical Services Strategy,
Summary findings from the engagement of patients January 2012

NHS Calderdale, Kirklees and Wakefield District Cluster, West Yorkshire Urgent Care Service review
- January 2012

NHS Kirklees, Extending Patient Choice of Provider (AQP) October 2011



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Appendix C - Survey







Wheelchair services

The NHS Clinical Commissioning Groups (CCGs) covering Calderdale, Greater Huddersfield
and North Kirklees are committed to continuously improving the healthcare available to all the
people living across the district. As part of this continued work, we want to look at how
Wheelchair Services are provided by Calderdale & Huddersfield NHS Trust.

If you or someone you care for has used / or are using wheelchair services, we would like to
hear about your experiences and gather your opinions about how we could improve the service.
We are already planning on holding an event on 3rd December at 1.30pm-3.00pm at Broad Lea
House and one at Dean Clough on 11
th
December 2.00pm 4.00pm but appreciate that not
everyone is able to attend. We have therefore developed this survey, which is based around the
questions that we would be asking at the event and we would very much appreciate if you could
spare the time to share your thoughts.

If you require any further information or would like to discuss the survey
please call us on 01484 464024 or e-mail us at zubair.mayet@wsybcsu.nhs.uk



1. Are you completing this on behalf of
Yourself, as someone that has used / does use wheelchair services
Someone you care for that has used / does use wheelchair services
Other (please specify)

2. Which Wheelchair Service centre have you used?
The Lodge, Park Valley Mill, Lockwood, Huddersfield
Community Care Services, Salterhebble, Halifax
I don't know
Other (please specify)

3. When did you last use Wheelchair Services?
Currently using services
Previous 1 - 2 months
Previous 3 - 5 months
Previous 6 months to a year
Over a year ago
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Experience of the service

4. From your experience of the service, please describe what parts of the service work
well.











5. From your experience of the service, please describe what parts of the service don't
work well.











6. What improvements, if any, do you think should be made to Wheelchair Services?











7. Is there anything else you would like to tell us about the services you have received?










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Equality Monitoring - OPTIONAL

In order to ensure that we provide the best services for all of our communities, and to
ensure that we do not knowingly discriminate against any section of our community, it is
important for us to gather the following information. No personal information will be
released when reporting statistical data and all information will be protected and stored
securely in line with data protection rules.

This information will be kept confidential and you do not have to answer all of these
questions, but we would be very grateful if you would.


Please tell us the first part of your postcode (e.g. HX1, HD3, WF13)
Please enter here Prefer not to say

What sex are you?
Female Male Prefer not to say

Transgender
Is your gender identity different to the sex you were assumed to be at birth?
Yes No Prefer not to say

What is your age?
Under 16 16 - 25 26 - 35 36 - 45 46 55 56 - 65
66 - 75 76 - 85 86 + Prefer not to say

What is your sexual orientation?
Bisexual (both
sexes)
Lesbian
(same sex)
Gay man
(same sex)
Heterosexual/
Straight (opposite sex)

Other: Please specify Prefer not to say

What is your ethnic background?
Asian, or Asian
British
Black, or Black
British
Mixed / multiple
ethnic group
White Other
Chinese African Asian & White British Arab
Indian Caribbean
Black African &
White
Gypsy/Traveller

Pakistani

Black
Caribbean &
White
Irish
Other Asian
background

Other Black
background

Other Mixed /
multiple ethnic
background

Other White
background

Prefer not to say Other: Please specify any other ethnic group here



24


Do you consider yourself to belong to any religion?
Buddhism Christianity Hinduism
Islam Judaism Sikhism
No religion Prefer not to say Other:
Please specify

Do you consider yourself to be disabled?
The Equality Act 2010 states that a person has a disability if: a person has a physical or mental
impairment, and the impairment has a substantial and long-term adverse effect on that their
ability to carry out normal day-to-day activities
Yes No Prefer not to say

If yes above, what type of disability do you have? (Tick all that apply)
Learning
disability/difficulty
Long-standing illness or
health condition
Mental Health condition
Physical or mobility Hearing Visual


Prefer not to say Other: Please specify

Do you provide care for someone?
Such as family, friends, neighbours or others who are ill, disabled or who need support
because they are older.
Yes No Prefer not to say




Thank you for taking the time to complete this form.

Please return to: (No stamp is required)
FREEPOST RTEJ-AGSA-UAZL
Engagement Team
NHS North Kirklees Clinical Commissioning Group
Broad Lea House
Dyson Wood Way
Huddersfield
HD2 1GZ

Unfortunately, we cannot accept any responses after
8
th
December 2013



25


Appendix D Equality Monitoring Data

What gender are you?

Male 60% 9
Female 33% 5
Prefer not to say 7% 1
answered question 15
skipped question 6


What is your age?

36 - 45 20% 3
46 55 33% 5
56 - 65 20% 3
66 - 75 7% 1
76 - 85 13% 2
86 + 0% 0
Prefer not to say 7% 1
answered question 15
skipped question 6


What is your sexual orientation?

Heterosexual/Straight (opposite sex) 87% 13
Prefer not to say 13% 2
Other (please specify) 0% 0
answered question 15
skipped question 6


Is your gender identity different to the sex you were assumed to be at birth?

Yes 0% 0
No 83% 10
Prefer not to say 17% 2
answered question 12
skipped question 9

What is your ethnic background?

Asian & White 7% 1
26

White British 80% 12
Prefer not to say 13% 2
answered question 15
skipped question 6


Do you consider yourself to belong to any religion?

Christianity 47% 7
No religion 40% 6
Prefer not to say 13% 2
answered question 15
skipped question 6


Do you consider yourself to be disabled? The Equality Act 2010 states that a person has a
disability if: a person has a physical or mental impairment, and the impairment has a
substantial and long-term adverse effect on that their ability to carry out normal day-to-day
activities

Yes 47% 7
No 47% 7
Prefer not to say 7% 7
answered question 15
skipped question 6


What type of disability do you have? Tick all that apply

Physical or mobility 86% 6
Prefer not to say 14% 1
answered question 7
skipped question 14


Do you provide care for someone? Such as family, friends, neighbours or others who are ill,
disabled or who need support because they are older.

Yes 43% 6
No 36% 5
Prefer not to say 21% 3
answered question 14
skipped question 7