Community Wheelchair Service in Bexley, Bromley and Greenwich

NHS South East London Integrated Care Board intends to procure a Community Wheelchair Service for the London Boroughs of Bexley, Bromley and Greenwich.

The purpose of the service is to provide a high-quality, equitable and outcomes-focused wheelchair service for eligible children, young people and adults who require mobility and/or postural support. The service will play an important role in maintaining independence, promoting safety, supporting participation in education, work and family life, and improving quality of life for service users and carers.

The provider will be expected to deliver a comprehensive end-to-end service, which is likely to include, but not be limited to:

• receipt and management of referrals;
• triage and prioritisation according to clinical need;
• assessment, review and reassessment;
• prescription and provision of appropriate wheelchairs and associated equipment;
• fitting, setup, handover and user/carer instruction;
• planned maintenance, urgent repairs and servicing;
• collection, refurbishment, reuse and replacement processes where appropriate;
• communication and liaison with service users, carers, referrers and partner agencies;
• management of personal wheelchair budgets and/or other choice-based approaches, should these form part of the final model;
• robust safeguarding, risk management, incident reporting and clinical governance arrangements;
• collection and reporting of activity, access, quality, performance and outcome data.

The service is expected to meet the needs of a diverse population across Bexley, Bromley and Greenwich and to provide fair and consistent access across all three boroughs. The successful provider will be expected to demonstrate how it will deliver services in a way that is inclusive, accessible and responsive to different levels of need, including the needs of children and young people, people with complex physical disabilities, people with progressive conditions, and those requiring specialist seating or posture management input.

The future model is expected to include accessible assessment arrangements and appropriate delivery locations, with a clear approach to community-based provision and, where required, support in other settings. The provider will be expected to work closely with health, social care, education and wider community partners to support coordinated care and reduce fragmentation for service users and families.

A key objective of the contract is to improve service quality and experience. The ICB is seeking a provider that can demonstrate a clear approach to reducing waiting times for assessment, equipment provision and repairs; improving communication with service users and carers; strengthening responsiveness where equipment faults or changes in need arise; and ensuring that equipment remains safe, effective and fit for purpose throughout its use.

The provider will also be expected to support service sustainability and value for money, including through effective stock and asset management, repair and refurbishment processes, workforce planning, digital systems, and continuous service improvement.

The ICB is keen to encourage innovation where it improves outcomes, access, safety, productivity or user experience.

The service specification and procurement documents will set out the detailed requirements, including eligibility, referral routes, service standards, activity assumptions, performance expectations, reporting requirements, mobilisation expectations and contractual arrangements. Bidders will be expected to demonstrate how they will deliver safe, effective and person-centred services, promote integration across pathways, reduce health inequalities, and contribute wider social value. Additional information: The ICB has undertaken engagement to help inform the development of the future service model and procurement approach. This has included feedback from service users, carers and stakeholders on current service experience and priorities for improvement. Themes identified through engagement include the importance of timely access, good communication, continuity, responsive repairs and maintenance, and consistent service standards across boroughs.

Further details of the procurement, including service requirements, will be included in the procurement documents.

The contracting authority reserves the right to amend the procurement timetable, service requirements and associated documentation at any time.