North Wales Artificial Limb and Appliance Service (ALAS) Posture and Mobility Service Welcome Information Contents Page Introduction 2 Our promises 3 Waiting to see us 3 The assessment 4 Delivering a wheelchair 5 Using and looking after a wheelchair 5 What to do if your needs change 6 Letting us know what you think 6 Repairs 7 When you need information 7 1 WELPAC1_V1.0 North Wales ALAS Welcome Pack for Complex Provision Issued 14/05/2010
Introduction Welcome to our Service! We have been asked to see you so that you can have a wheelchair, and your name has been added to our waiting list. The Posture and Mobility Service has around 15 000 Wheelchair Users. We provide wheelchair equipment for people who need it to get around and help them with their posture (the way they sit). Most assessments are done by the Posture and Mobility Service in Wrexham. We provide wheelchairs which can be bought from a manufacturer. Sometimes a contoured seating system is needed, and the Rehabilitation Engineering Unit (REU) in Llanfairfechan will do this. Delivering and repairing wheelchairs is done by a company called Serco. They keep wheelchairs working and safe. We are hosted by the Betsi Cadwaladr University Health Board, but we cover the whole area above the dotted line on this map of Wales: 2 WELPAC1_V1.0 North Wales ALAS Welcome Pack for Complex Provision Issued 14/05/2010
Our promises We try to provide the best service we can. To do this, we make the following promises to you: We will try to talk with you in a way you understand. We will tell you what we do and explain the choices you have. We will explain your treatment and what to expect. We will try to answer any questions you have or put you in touch with someone who can help. We will meet your special needs wherever possible. We will treat you fairly. It is important that you feel comfortable with the way we communicate with you. We will try to make sure we communicate in your language or method of choice. We will always put your safety and the safety of other people first. Waiting to see us We have to see a lot of people, which means we have a waiting list. Waiting list times are on our website at www.wales.nhs.uk/alas. We might ring you or ask a person called a Technical Instructor to visit you while you are still waiting for a full assessment. This is called Triage, and it helps us see people in the right order. When you reach the top of the waiting list we will see you, and decide with you what is best to meet your needs. 3 WELPAC1_V1.0 North Wales ALAS Welcome Pack for Complex Provision Issued 14/05/2010
The assessment We will agree with you when and where appointments will take place. This could be at your address, or a clinic. If we ask you to come to a clinic it is because we need special equipment and facilities to do the assessment. Anyone can come with you to your appointments you might choose a carer or friend. Your referrer may be invited as well. You will need more than 1 appointment, and we will tell you what they are for. If you cannot come to an appointment, please let us know at least 24 hours beforehand. All assessments will be carried out or checked by a qualified professional such as an Occupational Therapist, Rehabilitation Engineer or Medical Technical Officer. At your first appointment the person you see you will tell you who they are and what they do. This person will ask you questions and give you a physical examination. You will not be asked to undress, but it can help if you wear a T-shirt and loose trousers. You might want to make a list of questions you want to ask us. Appointments can take up to 2 hours, and you may be away from home for much longer, so bring anything you need with you, for example food, drink, nappies, glasses or medicine. If we decide that it is not safe or right to give you a wheelchair, we will explain why. 4 WELPAC1_V1.0 North Wales ALAS Welcome Pack for Complex Provision Issued 14/05/2010
Delivering a wheelchair We often have to wait for wheelchairs to be delivered, and we might adapt it especially for you. This can take a few weeks, and we may need to see you again to hand it over and check that it is right. The wheelchair may be different to what you expected. We have to give you the one which is best for you. It might not be new we recycle our wheelchairs to save money. Using and looking after a wheelchair The person who gives you your wheelchair will explain how to use it safely, and show you how to use any special features. You will get an instruction booklet to keep. If we issue you a wheelchair it is on loan to you. This means that it belongs to the Posture and Mobility Service, and we will need it back if you do not need it any more, or if we replace it. You should never use wheelchairs, cushions and wheelchair accessories for other uses. Doing so could cause serious injury. We will give you a Terms and Conditions of Loan form, which explains how you need to look after the wheelchair. You or your carer need to sign and return this form to us. 5 WELPAC1_V1.0 North Wales ALAS Welcome Pack for Complex Provision Issued 14/05/2010
What to do if your needs change If your posture or mobility needs change you should tell us. We can decide if you need to see us again. If you do, your case will be treated as a new case. You might not see the person who assessed you the first time. Letting us know what you think We want to know what you think of our service, as it helps us make it better. If you would like to let us know when we have given a good service, please tell us. If you ever feel that you have not been dealt with fairly or we have not given you a good service, please let us know. We try to help in any way we can. If you want to make a complaint, please ring or write, or tell us in the way you find easiest. Complaints are handled by the Betsi Cadwaladr University Health Board to ensure that you are treated fairly. 6 WELPAC1_V1.0 North Wales ALAS Welcome Pack for Complex Provision Issued 14/05/2010
Repairs Serco are a private company who work for us. You can ring them when you need a repair. If you have a Powered (electric) wheelchair, it must have a safety inspection every year. Serco will let you know when it is time to do this. Serco s address is: Serco Unit 1 Broncoed Business Park Nercwys Road Mold Flintshire CH7 1JE Telephone: 01352 744640 When you need information If you are being assessed or you are waiting for equipment you should have been provided with a name and telephone number of a Clerk. They will be able to help answer your query, and pass on messages for you. You should receive a response to any questions within 5 working days. Some information about us is on our public website at www.wales.nhs.uk/alas. If you do not have access to the Internet, or cannot find what you are looking for, you can ring or write to us at: The Posture and Mobility Service The Artificial Limb and Appliance Centre Croesnewydd Road Wrexham LL13 7NT Telephone: 01978 727524 7 WELPAC1_V1.0 North Wales ALAS Welcome Pack for Complex Provision Issued 14/05/2010
Please use this page to make your own notes or write down any questions you would like to ask us. 8 WELPAC1_V1.0 North Wales ALAS Welcome Pack for Complex Provision Issued 14/05/2010