Many of us have expressed concern over the years about some businesses operating in this area, and some dubious practices, from high-pressure selling techniques to exorbitant pricing, and equally concerning, companies with no experience of the special needs market selling specialist products to individuals without being able to give appropriate advice.
The OFT is concentrating on three main questions: can consumers access the right information so that they can purchase the right mobility aid for them; are suppliers treating consumers fairly; is competition in the wheelchair sector working well? These elements formed the bulk of responses to the organisation's consultation, with concern expressed that it is difficult to make an informed decision when purchasing a mobility aid, and that wheelchair sales in particular might not be as competitive as they should be, because of the structure of the market, and purchasing decisions made by public bodies.
Ann Pope, OFT Senior Director of Goods, said: "Mobility aids are important products for elderly and disabled people, which can significantly improve the quality of their lives. For many, they are an absolute necessity. Consultation with the industry, consumer groups and others has supported our initial view that there are consumer and competition issues in this sector that need examining to see if outcomes for consumers can be improved."
Independent Living has been operating for well over a decade now, providing impartial information to help people make the right choice of mobility aids. During this time, we have seen supermarkets, with no knowledge of how to assess a person's needs, stocking items like rollators, which need to be chosen with care. Equally, we have seen some Disabled Living Centres, which used to provide unbiased advice on a range of options, move into selling aids themselves, thereby removing a rare facility to try out different products without commercial pressures. We hear stories most weeks of individuals who have bought unsuitable products, either because they have come across a website which seems to be selling cheaply, or because an over-enthusiastic salesperson has persuaded them that they really need whatever it is he or she is trying to sell.
Good, caring service is available, from very many excellent suppliers – often, commercial organisations are doing a better job of giving impartial advice than the people you would expect to be giving it. Reputable companies would prefer not to make a sale than to sell something inappropriately: and in the long term, that attitude pays dividends, as consumers learn that they can trust you to have their interests at heart. But most people approach the buying of a mobility aid as complete novices; it is not, after all, something that is needed on a regular basis, unless you have a long-term disability, or are caring for someone in that situation. How does a newbie tell the difference between good, honest suppliers and the other sort? It isn't always easy, and sadly, membership of trade organisations doesn't always guarantee the highest standards, as a Which? investigation a few years ago demonstrated: the only company – out of the 11 investigated – which they ranked as "good", was not a member of the BHTA, whereas all those that received a ranking of just "OK", according to the BHTA's own code of conduct, were members…
The OFT report will be published in September, and we will certainly keep you up-to-date with its findings. Meanwhile, you can add your opinion and experiences to the debate, by commenting below!
Couldn't believe it when I went into Halfords the other day and found mobility scooters for sale. People really need proper advice before choosing something like this, not to mention training in how to use it without hurting other people!
ReplyDeleteIt's all about social enterprise model and I think this is going to be the future I'm afraid - doesn't mean that we have to lose the proper advise as well though....there are plenty of ways we can give people choice, save money and still make sure those that need support and advise get the right help.....well hopefully anyway.....
ReplyDeleteI think you're on the right track there. Its frustrating for a reputable seller like us with 50% of our staff disabled to be tarred with the same brush as many high-pressure sellers and supermarkets.
ReplyDeleteWe really advocate the advice seeking and believe also that whilst not the cheapest in the country, we provide a competitive price that also allows for technical backup and service.
Too often people mistake the fact that the medical aids they buy are not comparable with buying a tin of beans or a microwave.
Sadly there seems to be a culture of rip-off for items for the disabled. A Doidy cup from the Disabilty Warehouse is listed at £19.14 but on Amazon it can be purchased for £3.39.
ReplyDeleteHow can you account for that price difference?
Barbara, you are right that it is hard to explain the difference in prices. I guess we should be happy that we have the internet, which makes it so much easier to compare different suppliers. Unfortunately, I know that there are lots of people who are not quite so tech savvy, or don't have access to ways of shopping around, and they may well be stuck with buying at inflated prices – or, just as bad, getting the wrong product, for want of good advice. And providing reliable advice
ReplyDeleteis, of course, something that will put up a supplier's costs, and perhaps make them more expensive to buy from…
In response to Barbara i think your right that
ReplyDeletehigh pricing of a small item such as that is a sign of greediness .
However In some situations an online retailer will look to "Dump stock at low prices"
But their competition may not have the need to quickly sell off items.
I know that the increasingly low prices on mobility scooters and larger items are due to the lowest number of sales experienced in years. And companies are desperate to survive
For this reason I do think its wrong for people to use the internet as the sole form of benchmarking.
To sell something at bulk volumes for a small profit inevitably means that the dealer will not have the finances to react and provide a good service to all.
Warranties are usually back to base (At your cost ).
Sensible pricing (Not extortionate pricing ) is the key.
After all if you buy a television or a car you would go to a reputable dealer with knowledge. Hopefully one with recommendations from family or friends.
Social enterprise businesses still have to be run by people earning wages.
Who in turn employ other people who earn wages.
I for example tun a mobility company with 50% of us disabled . And last year i earnt £9,000.
Not all of us are the dreaded rip off merchants.
And yes im biased towards dealers. But then we have the advantage of us actually using these aids ourselves in daily life.
The big retailers do not understand that its not just a product ! Its an aid to help people regain independance. And sorry but that must be provided by trained specialists.
On the flip side, the Specialist should not take advantage of this to extort money.
The amount of money that people with a disability/older people waste on purchasing inappropriate or unneccessary 'assistive' equipment without correct advice from Therapists must range into £K100+++ per annum.
ReplyDeleteA voluntary code of conduct could include a surcharge added to each purchase, of (say) 5% per item, on items over £100 (SADLs): this would fund specialist advice from HPC registered therapists to carry out proper assessments of need eg Scooter @ £1000 +'VAT'=£50+ = cost of 1-2 hours' therapist assessment.
There should also be an addendum to any Code of Contact that requires dealers to have information about how to obtain items under Fair Access to Care: this would improve therapist and customers 'feeling' in general about dealers, in that, they are then seen to 'act fair'.
OT
Sadly, the possibility of obtaining items of equipment under Fair Access to Care seems to be becoming more challenging all the time, as councils fund only the most critical needs, in an effort to cut their costs.
ReplyDeleteCertainly agree that dealers who are well-informed about how customers may be able to get help with funding their purchases inspire more confidence.
In terms of independent living, seniors must always look for these factors: safety and security, emergency services and recreational activities.
ReplyDeleteI guess the complaint about the doidy cup must have been taken on board anyway....
ReplyDeleteNaturally companies like Amazon will have more means of access to cheaper alternatives, and probably the money to buy more in, thus being able to sell them at a cheaper price.
Did you bring this price difference to the attention of Disability Warehouse? Maybe they could have provided you with the answer you were looking for? And possibly price matched.
I agree that buying specialist products from a store that has untrained staff is a bad move, and I certainly wouldn't do it just to save a few pounds.
You live your life, making it easier for you to get on with day-to-day life as appropriate to the needs of the individual user, these devices help to maintain upright ambulation by providing. This site has been designed so our customers can easily and securely purchase our mobility, disability and healthcare aids with the assurance that one of our customer agent.
ReplyDeleteVery well written article thanks so much for sharing. There are some great products out there from reputable companies with great training.
ReplyDelete"I work for a company called TGA, which is one of the leading and most trusted mobility scooter specialists in the UK. I felt on a personal level that I needed to reiterate my employer's backing of the OFT investigation and to warn everyone from purchasing mobility products from none reputable companies.
ReplyDeleteIf you are choosing a mobility product, such as a scooter, it is essential that you first seek professional advice so that you can be sure you are purchasing the right solution for your needs. Being pressurised into buying something on your own doorstep is not the way to purchase in essence a medical product, as it may not improve your mobility. This direct selling can also commonly include inflated prices with no service back, no after-sales support and any form of warranty could be misleading. What happens if your scooter breaks down or needs a new battery? How can you be sure it is safe? What is the real cost and am I getting a good deal?
You need to choose a proven mobility specialist with a heritage for providing quality scooters with transparent prices and after-sales support such as TGA. TGA have provided two and three year comprehensive warranties to customers for over 25 years and can offer a no quibble seven-day money back guarantee.
TGA Mobility, who I work for, will only sell mobility scooters after a full and detailed assessment. This way all medical needs and lifestyle requirements will be met. It is also important to remember the old saying - "you get what you pay for!" TGA scooters deliver real 'life-value' for their price which means you get a quality, reliable product that will last and delivers total freedom with peace of mind. If you choose to buy a cheap imitation on your doorstep instead, you will only be left with hassle, stress and a lower bank balance.
If you are looking for a solution that really solves a mobility solution, please talk to a well-known specialist, such as TGA, and not any random so-called salesman that appears at your door.
I hope this helps."
As a person whose spouse in on disability because of Chronic pain, I would like to point out out that no wants to be on pain medications. A person on pain meds has little or no credibility with many doctors and staff. Pain Doctors require you to visit them monthly, there are no 3 months supply of meds, you are drug-tested and must submit a list of all meds to the Doctor. It's not fun, and if you do go into the er, you will get looked at like an addict and treated second class
ReplyDeleteNursing Home Suppliers
My mother recently bought a new Quingo mobility scooter. It is a great help to her but the buying process was a nightmare. My mother is 85 and deserves better than high pressure salesmen at her time of life. The scooter cost over £4000! Too late for my mother I have done a little bit of research and have found www.pre-ownedscootersandlifts.co.uk. They specialise in second hand Quingo mobility scooters and Bath-Knight bath lifts. The good news is they charge much lower prices and don't send salespeople - we know, we bought a bath lift. I hope this information may help some of your blog readers.
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