Wheelchair Services Charter

Our charter sets out the standards of service you can expect from Bradford Wheelchair Service in Bradford Teaching Hospitals NHS Trust.

In order to offer you the best service possible we have set ourselves high standards in addition to those included in the Patients Charter.

We regularly check our performance against the standards we set and inform you of the results. We use your feedback to ensure we are continually improving the service we give to you.

Our Standards

You will be seen within ten minutes of your appointment time. If there is an unforeseen delay, a member of staff will find out the reason why and let you know.

Your Wheelchair Therapist will wear a name badge and carry a hospital identification badge.

We aim to answer the telephone within eight rings and give you our name. We will try to answer your enquiry or we will take a message and pass it to the relevant Therapist, who will get back to you as soon as possible.

If a home or school visit has been arranged, we will tell you the date and time of this and try to arrive within ten minutes. If we are delayed, or need to change the appointment, we will try to let you know with as much notice as possible.

Our Promises To You

We Will:

• Always be polite, considerate, and friendly and explain anything you do not understand.
• Assess your individual needs and discuss your wheelchair provision.
• Ensure that information you provide relating to your condition will remain confidential.
• Try to ensure that you see the same Wheelchair Therapist each time you attend, unless they are unavailable - for example due to sickness.
• Address you by your first or last name depending on your preference.
• Ensure that your privacy and dignity is maintained at all times.
• Respond to your needs irrespective of your age, gender, race, culture or religion.

Important Safety Information

In the interest of safety for your children and other visitors, please ensure that children are supervised at all times.

In the interest of other people you are asked to comply with the National no-smoking policy.

Please Help Us To Help You

About your appointment:

• Make sure we have your correct name, address, date of birth and telephone number, and the GP you are registered with.
• Arrive on time for your appointment. If you are late we may not be able to see you because the treatment of other patients will be delayed.
• Let us know if you are unable to attend giving as much notice as possible so that your appointment can be offered to another person. If you fail to keep an appointment you must contact us to arrange another.

Ambulance Transport

Ambulances are only available for patients who are unable to travel on public transport because of restricted mobility.

Equipment

All wheelchairs that are issued belong to Bradford Wheelchair Services and are given to you on a loan basis. Please look after your equipment and let us know if there are any problems. When your equipment is no longer required, please return it to us.

Your Views On Our Service

We welcome your comments, suggestions, complaints or compliments because your views help us to continually improve our service.

Visitors' comments sheets are available in the reception area. Alternativley you can speak to any of our staff or write to the Wheelchair Services co-ordinator.

How To Complain

If you are not satisfied with the service you have received, speak to your Therapist. Alternatively, you can speak with the Physiotherapy Manager.

Leaflets are available in the reception area which give you more information about the Trusts' complaints procedure.

Any complaint you have will be thoroughly investigated and we will endeavour to provide a speedy response.

Interpreting Service

Liasion Officers are available to help if English is not your first language. Please contact Wheelchair Services before your appointment if you require this. We are happy if you prefer to bring a friend or relative to help instead.

Contact Telephone Number

Bradford Wheelchair Service

Tel No: (01274) 322555

(24 hour voicemail)

Security Policy

Bradford Teaching Hospitals NHS Trust respects all our patients as individuals, values our staff and aims to provide a service sensitive to the needs of our patients and their relatives. In doing so the Trust will not tolerate:

Threatening behaviour

Verbal or physical abuse to our staff

Damage to or theft of our property

The Trust will not hesitate to take whatever action it feels appropriate against any individual who fails to respect public property or the needs of others.