I’m writing with regards to an issue that occurred when I was out of my power chair at the end of November 2022.
I rely heavily on the use of my power chair for everyday use due to my cerebral palsy. I am an active member of my community and the managing director of my own business, using my lived experience to assist and support others as well as assisting businesses and organisations to understand what inclusion is and what this looks like for them.
Although I am writing this letter from a personal perspective, I am also writing it as a way of highlighting the concern for powered wheelchair users across Scotland as WestMARC supply wheelchairs and maintain these for wheelchair users across the country.
I was enroute to a concert when my power wheelchair failed and wouldn’t work. I had one of my PAs with me however this left me in a vulnerable position, which led to me being stranded in Glasgow Central Station for over 3 hours until I managed to contact a friend who was able to bring my manual wheelchair to me and take my powered one home. It was just by luck that I was able to ask my friend for assistance, she could have had other plans, it was a Saturday night after all.
Due to the fact WestMARC do not currently provide an out of hours service for wheelchairs, if I hadn’t been able to ask my friend, I would have had no other option but to phone the police or fire brigade for assistance. On a Saturday in the middle of Glasgow, it would have been extremely unlikely that I would have been regarded as a priority, which would have led to a longer period of me being stranded. Legally other equipment disabled people like me must use daily is serviced on a regular basis, at least annually, but this is not the case for powered wheelchairs. Repairs are only carried out as and when required. I feel this is a health and safety issue. I realise that a regular service would not totally prevent the need for repairs, but it would reduce the risk a situation like the one I described above happening because faults would be more likely be detected earlier. Furthermore, in my view, WestMARC are currently acting unlawfully and not adhering to the Equality Act 2010. Therefore, I strongly feel that an out of hours repair service and an annual service on power wheelchairs should be provided by WestMARC as a matter of course. If WestMARC can’t help providing this directly then sub-contracting could be considered.
I would also like to highlight, that on the Monday morning when I phoned WestMARC to book a repair, I was faced with a member of staff who I found incredibly rude. I later found out that their systems had been down. Whilst I understand that this would have been stressful for a Monday morning, its no excuse for rudeness. I was advised that WestMARC don’t do emergencies to which I responded that if my wheelchair wasn’t repaired on Monday, I would lose wages as I wouldn’t be able to get to my work. Regardless of what individual situations are, WestMARC should be mindful that wheelchair users are often reliant on their wheelchairs, so whilst it may not seem like an emergency to those who answer the phone, it is to those who rely on their wheelchairs for their independence. A comparison might be that it feels the same to a non-disabled person who broke their leg and couldn’t get around easily as a result and was relying on others.
Based on what is outlined above, I would like to extend the offer of disability training to your staff who could learn from my lived experience. However, first and foremost, I would ask that you consider the points highlighted above and address this issue and improve WestMARC services for wheelchair users across Scotland.
I look forward to your positive response
"Wheelchair repair not being available out of hours/ weekends"
About: WestMARC (Glasgow) WestMARC (Glasgow) Glasgow G51 4TF
Posted by ddd (as ),
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See more responses from Angela McLaren
Update posted by ddd (a service user) 2 years ago
See more responses from Angela McLaren