Wesley's Story

Wesley Scott attended the Wheelchair Services in September 2013. Following concerns he raised, PALS was involved. They met him and discussed his concerns about how he felt when contacting the Wheelchair Service for support, and he wanted them to understand how waiting for repairs to his chair impacted on him and his quality of life. PALS liaised with staff within the service and they have taken on board his concerns.

Wesley relates a key lesson from his experience.

By working with both the service user and the Wheelchair Services, PALS facilitated a solution that was amicably received by Wesley who felt that PALS was very helpful in achieving this.

The Wheelchair Service acknowledged Wesley’s concerns and stated that there was never any intention to cause distress. The service apologised and an explanation as to the decisions made at the time was given to Wesley.

The service always seeks to learn from the experience of patients and will apply the lessons from Wesley’s original concerns and from the story as shown in the video.