Ross Care Calderdale, Greater Huddersfield and North Kirklees Posture & Mobility Service

Rang them today on hold for 45 minutes sent 2 emails and no response only automated reply. I have only got one leg rest on my chair, so my right leg is just hanging there and it is now causing me to have problems with my hip.

I am a carer and my son is in a wheelchair permanently. This is the only organisation we can go to but the customer service is very poor. Often cannot get through on the phone, cannot speak to the right person or get a response.
Once you are seen by the technicians they are good. The first point of contact needs improving.
The waiting times are not communicated so no idea how long we are to be left waiting.

I need to use a wheelchair but we have had difficulties getting it fixed.
My mum spent a long time on the phone to resolve it.
I find it uncomfortable sometimes. There is no where else we can go unless we pay a lot of money.

WE FOUND THAT WE COULD NOT HAVE HAD BEEN GIVEN BETTER CARE ANYWHERE

I posted a negative comment in Jan . In fairness the service has vastly improved. The staff are a credit. Very friendly and caring . I'm very impressed with the progress Ross Care have made . The centre has been revamped, decorated in vibrant colours . You can tell that they care. Brilliant.

Rosscare treat patients & their families like fools, profit definitely comes first with this company with the patient coming below the company & their staff just like it did with Opcare but Rosscare are worse than they are!

They don't return phone calls in a timely manner & then pretend they've only just got it several days later, they encourage patients to sign forms that they shouldn't, they only have one clinical lead covering the whole of the UK, this is why patients are having to wait longer than is acceptable to be seen & then their appointments are cut short because Rosscare have booked too many in for that day & then have to return for a second appointment to finish the first one off.

Their senior staff member is covering several branches, he doesn't return important emails relating to my son's care or phone messages & their staff claim that they never know where he is & claim they don't have a contact number for him, which I know to be untrue.

Their Blatchford engineers are poorly trained & refer patients to their website for equipment operating instructions which are not on there when you try & find them.

At the moment they could be in breach of duty regarding my son & are failing to carry out assessments properly. We know of members of their staff who have had enough already, one being a therapist & that's only what we know of.

They use cheap inferior materials, Blatchford produce poor quality equipment & position buckles & cams in almost impossible locations which the disabled cannot operate. They are not a fit & proper company to be running an NHS service & are not giving the tax payer good value for money, duping the CCG in the process, when are the CCG going to act as they claim 'to put the patient first' according to their website.

I've also let my MP & local Councillor know what's going on with Rosscare but I've heard nothing from either of them.

Further review 19.6.20: submitted by same writer as anonymous review dated 6.3.20

We complained to Rosscare regarding their breach of duty, their encouragement to sign forms that breach the Data Protection Act, poor assessments by their therapists, confusing information, their sub standard equipment & service, their not returning phone calls & not responding to urgent emails/messages.
They have just responded after 47 days of investigating themselves.
They haven’t taken our complaint seriously & ignored certain issues.
If you find yourself in a position to make a complaint our advice is :
You’ll have to go through their complaints process, study their response carefully, email rather than phone them if possible, always ask them questions in all emails to ensure a better chance of a response (but even that won’t guarantee a response from them), take legal advice although the Ombudsman is probably the better option, some solicitors will help with this & legal aid is a possibility for this, copy in the CCG, your local councillors & local MP to all emails, be prepared to take things further because you’ll have to.
Feel free to contact me if you think I can be of any help

Ross Care never return calls ,don't confirm appointments. No matter what you threaten them with they simply ignore you . Where is the CCG management. Who owns responsibility. Started process for new wheelchair in 2018 for my daughter now 2020 .