Experiences of Wheelchair Services in Lincolnshire

What we set out to achieve

Some people will have short/long term conditions that requires them to use a wheelchair. We wanted to hear from anyone of any age who uses a wheelchair or cares for someone who does.

What we did

Between 16 February 2026 and 20 April 2026, we launched a public and staff survey.

The engagement sought to understand:

• What is working well with the wheelchair services provided in Lincolnshire.
• What requires improvement with the service.
• What would an excellent service look like for you.
• Is there any information, training or education that would help you.

Here’s how we reached people:

• We produced a public and staff survey.
• A public facing poster with QR codes and links to the survey were distributed to relevant groups, venues and professionals working within this area.
• The engagement was promoted to relevant disability groups, networks and schools. Phone number and email details were included should people wish to request the survey in an alternative format, seek support in completing the survey from the Engagement Manager or receive a visit by the Engagement Manager to provide feedback.

We received a total of 118 public survey responses, met with 1 wheelchair user, 1 email was received from a wheelchair user, 4 staff survey responses were received and 1 staff meeting with Physiotherapists/Occupational Therapist.

What you told us

What works well

• Compassionate, professional staff highly valued.
• Effective co-ordination, repairs and home visits when services run smoothly.
• Appropriate equipment improves independence and quality of life.

Main Challenges

• Delays across all stages.
• Poor communication and unclear processes.
• Equipment issues (fit, choice, delays).
• Restrictive and inconsistent eligibility criteria.
• Unreliable repairs impacting mobility.
• Fragmented services affecting access and co-ordination.

Impact on Users and Carers

• Reduced independence and daily functioning.
• Physical discomfort and health risks
• Emotional stress and increased reliance on carers

Staff Perspective

• Concerns about delays, communication and access barriers.
• Request for engagement forms, gaps in training and process understanding.
• Positive teamwork, especially in urgent cases.

What matters most to users

• Faster service access.
• Clear communication and easier appointments.
• Greater involvement and personalised care.

What ‘good’ looks like

• Timely, well-coordinated care with clear communication.
• Personalised assessments and wider equipment choice.
• Ongoing support, regular reviews, skilled staff.

Training needs

• Improved education for staff and users.
• Clearer information on services, eligibility, equipment.
• Focus on lived experience and safe equipment use.

The difference it’s made

• The report and findings were presented at the wheelchair contract review management meeting on 9 June 2026.
• Lincolnshire County Council and Lincolnshire Integrated Care Board will continue to work with the provider in order to improve wheelchair services.
• The provider of wheelchair services who have been providing the service for 6 months will be developing an action plan and also an ongoing patient experience survey in order to evaluate ongoing patient satisfaction, look at areas that are working well and areas that require improvement.

What’s next?

This section will be updated once we have further information.