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One Stop Shop has been Wheely Good for Patients

September 20, 2011 4:50 PM

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Wheelchair users in the West of Scotland have seen a massive reduction in waiting times and the need for an appointment thanks to a One-Stop-Shop (OSS) pilot initiative which has been trialled by WestMarc (West of Scotland Mobility and Rehabilitation Centre).

When a wheelchair user attends a clinic they are assessed to find out whether their needs are suitable for an OSS appointment.

If the OSS can meet their needs a request form is completed by a clinician and sent immediately to the on-site workshop which holds a dedicated stock of 32 chair types of various sizes and more than 150 items of spares and accessories, stocked up on a daily basis from the main depot in Yoker. The patient’s needs are then dealt with that day.

Henry Collin, Senior Project Manager at WestMARC, based at the Southern General Hospital, said: “Under the previous system most of our user referrals required at least one follow-up appointment before they received their prescribed chair but under the OSS scheme we are already seeing improvements in waiting lists and reductions in referrals and assessment times in the targeted clinics by stocking a selected range of wheelchair inventory nearby to the clinical and technical expertise at WestMARC.

“We are looking at providing a full service on the day from a first assessment and equipment specification to allow the user being fitted with and leaving with their chair.

“During the pilot more than 400 wheelchair users were assessed, and had their chairs supplied and fitted within 40 minutes, with either minimal or no extensions to appointment times.”

The success of OSS is based on a close working relationship between multidisciplinary teams made up of therapists, bioengineers, technicians and stores staff at the Southern General Hospital and the Yoker depot.

Wheelchair user with more complex requirements may require additional appointments to ensure their needs are met. This includes children who require a wheelchair or users who require bariatric special seating or power chairs.

However there are plans later this year to extend the OSS service for children and bariatric users.

Henry went on: “It is important for us to get feedback from users and it has been very gratifying for clinicians to receive positive feedback from people who didn’t expect to leave with a wheelchair on the same day as their assessment.

“Our experience has been that OSS is seen as a ‘win/win’ programme by exceeding the public’s expectations, assisting in reducing waiting lists and times, and adding to the satisfaction of the service providers.”


For further information either telephone 0141 201 4429 or email [email protected]

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Last Updated: 11 November 2021