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. There are also plans to hold several open engagement meetings for service users and stakeholders across Kent and Medway. 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.
If you have further questions or concerns please contact Millbrook Healthcare by phoning 0330 124 4485, email KentContactUs@millbrookhealthcare.co.uk or write to Millbrook Healthcare, Inca House, Wotton Road, Kingsnorth Industrial Estate, Ashford, Kent TN23 6LL.