Leading occupational therapist Maggie Winchcombe OBE talks about how to protect older and vulnerable people from being “ripped off” when purchasing mobility and independent living aids
The mobility market can be a minefield for the uninitiated. Although sales are booming, with more people using independent living and access products than ever before, there are growing fears that older and disabled consumers are ‘easy prey’ to unscrupulous salesmen who are only too keen to rip them off.
The mobility product market is changing in response to rapid technological advances and increased consumer demand and, unsurprisingly, the internet is seeing the biggest growth in sales. But, there is so much to choose from and prices can vary by as much as £3000 for products that look the same. So, whether you are planning ahead for your own old age, or looking after others who need support and care, it is really worth doing your own research and getting all the advice you can.
Where are the best places to go for useful information and advice who do you trust to sell it to you?
Naidex, the UK’s longest running annual show for mobility and independent living products, is a great place to start because alongside the extensive exhibition of products, there are seminars for professionals and other informative features for visitors to enjoy. Naidex runs from 26 – 28th April at Birmingham NEC.
Maggie will be Chairing an Expert Panel on Day 2 of Naidex 2016 (27 April): Panel: “It’s all about ethics: striking the balance between generating sales and staying true to your customers”
Rica, an independent consumer research organisation, specialises in evaluating disability products and equipment and publishing the results. Their guides are an excellent resource, because they include product comparisons and descriptions of the different features to help you narrow down the options.
Occupational therapists can also help, with their professional expertise in making the most of life when health conditions or impairments are making it difficult. Typically, they will consider what the person wants to achieve, what factors are impacting on them and suggest different strategies to achieve their goals, including giving impartial advice about equipment where it will help.
It is so important to see, try out and compare products and mobility retailers who have signed up to the BHTA/Trading Standards Approved Code of Practice provide facilities to do this. They usually have big enough showrooms to offer a good range of products to view, trained staff who can advise and most will also offer a follow-up home visit if needed. The Code offers assurance of good customer care after sales service.
When it comes to adapting the home, or installing access equipment, it is also worth looking out for tradespeople that adhere to quality assurance schemes, such as the Trustmark Scheme operated by Independence CIC a social enterprise that offers adaptation services.
Avoiding the pitfalls
You don’t have to be old to be susceptible to hard selling tactics and unscrupulous salespeople, we can all be taken in when we don’t know what is available, or rushed into making decisions. So, it’s important to plan ahead rather than delaying purchases until they are urgent.
- Consider what might be needed in the longer term and whether it is worth paying a little bit more from a local mobility specialist who will want satisfied customers and can offer reliable after-sales service.
- Avoid companies who want to sell directly to you in your home without giving you the opportunity to see and compare different products. If you do agree to a home demonstration always arrange for a friend, relative or an occupational therapist to be on hand.
- The internet is a great resource for seeing what’s available and checking out prices, but if you purchase directly from an e-retailer check out whether it will be installed or set up properly to suit the customer on delivery and what arrangements there are for servicing or maintenance.
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