NHS Thanet Clinical Commissioning Group (CCG) plans and buys wheelchair services for patients across Kent and Medway on behalf of the eight Kent CCGs. In April 2017 the eight CCGs awarded a contract to Millbrook Healthcare to provide these services.
Millbrook Healthcare inherited a backlog of cases when they took over the Kent and Medway contract and has worked hard to address this. We are jointly committed to ensuring that all wheelchair users receive the best possible support for their needs.
We recognise that the client group of this service may not always use the formal complaints procedure so we will work together with the service user group, civil society and advocacy organisations to understand issues associated with poor user experience. At a meeting with the service user group in January 2019 it was agreed to create a Service Improvement Board (SIB) for Kent and Medway’s Wheelchair Service. This will involve service users and stakeholders strategically driving improvement from the detailed work of other service users, Millbrook Healthcare and the CCGs involved in steering groups. Those steering groups will cover areas such as repairs, complaints and engagement and communications.
The steering groups and the SIB will be recruiting service users and stakeholders to join them. The aim is to allow service users to share their positive and negative experiences and ideas for further improving the Kent and Medway Wheelchair Service.
In April and May 2019 Millbrook Healthcare and the Kent and Medway CCGs invited service users, carers, relatives, representatives and stakeholders of the Wheelchair Service to attend engagement events in Rochester, Canterbury and Whitstable.
The events were arranged as part of Millbrook Healthcare and the CCGs commitment to hold regular engagement sessions across Kent and Medway to provide updates on service improvements and most importantly an opportunity for stakeholders to share their experiences with the service and their views on how the service could be improved further.
At these engagement events, an overview of the service since Millbrook Healthcare took over the contract in April 2017 was presented, highlighting the challenges the service had faced which had resulted in the large waiting list and long waiting times, and the service improvement action plan in place to resolve these issues. This was followed by a networking session which provided opportunities for attendees to share specific issues, concerns and queries with ‘here to help’ staff, and to review equipment available from the service as well as technical advice available from engineers and technicians providing maintenance tips and information. Attendees were then invited to participate in discussion groups to gather feedback on three key areas of the service: complaint handling, communication and repairs.
The events were well received by the 60 attendees and the majority rated them as good or excellent. Based on feedback it is clear that these events provided an invaluable opportunity for all stakeholders to discuss the issues facing the Wheelchair Service and learn about the improvements underway. Consensus from the events was that these meetings should be the start of an ongoing programme of engagement between the service and its stakeholders. For feedback on the actions taken as a result of service user involvement, please go to our You said, We did page link here
If you have further questions or concerns please contact Millbrook Healthcare by phoning 0330 124 4485, email KentContactUs@millbrookhealthcare.co.uk, click here for the website or write to Millbrook Healthcare, Inca House, Wotton Road, Kingsnorth Industrial Estate, Ashford, Kent TN23 6LL.