Wheelchair Disgrace

Posted by John Kelly

Liz Casey of Roslindale has for a number of years driven her wheelchair with the Magictek head array, which enables her to drive and steer her chair by head movements. For the last four months, because of arrogance and incompetence on the part of the manufacturer and wheelchair repair company Praxair (formerly Medi-rents), she has been forced to use a manual chair.

Getting wheelchairs repaired, getting the correct wheelchair, getting service for wheelchairs, have become major points of oppression for many people. Here is her letter, reproduced with her permission.

Dear Praxair,

My concern, frustration and anger over waiting since last June 2007 for my wheelchair to be repaired have certainly tested my good-faith attitude towards your company. I know that we will discuss today the pros and cons of my particular wheelchair system, but I would like to be sure that we address the problems of timeliness, accountability, and communication when it comes to wheelchair maintenance.

This is a problem that is not limited to Praxair. It is a systemic downfall in the world of wheelchair maintenance. The following suggestions are ones I have heard repeatedly in the disability community --

-- Praxair and other wheelchair providers must be proactive about listening to their customers' understanding of what is wrong with the wheelchair.

We live in our chairs for over 12 hours a day, day in and day out. Most of us have a reliable knowledge of how our wheelchair works.

I have been belittled, questioned, talked over as I tried to explain a problem. My personal care attendants have been astounded at these shoddy attitudes.

-- Customer service must be straightforward and honest about their assessment of the situation. I feel that repair of this chair was dragged out and postponed because Praxair no longer wanted to deal with my particular Magictek system. The role of customer service should be to facilitate discussion between repair people, rehabilitation people, and the client, aiming for a swift solution. I have missed many important work meetings and appointments over these past four months, in addition to a lack of independence to my personal life and life at home.

-- Praxair and other wheelchair providers must hire enough people to work on wheelchair repair in a timely fashion. This is the foundation and core of your success as a company. It is not just about the dollar sign.

My chair sat in the shop for weeks and months as I heard that people were at conferences, on vacation, out sick, or on the road serving other customers. These are all valid things, but your staffing levels are unacceptable. .

-- Spaulding Rehab and other facilities that evaluate clients for new wheelchairs or new adaptations do an outstanding job generally speaking.

But when adjustable parts for a wheelchair come in, they must be given to the client or attached to the chair under the supervision of a physical or occupational therapist.

I have had technicians from wheelchair companies leave me in my chair with laterals that are not the right height so I am tipping over for weeks.

"Where do I put this thing?", asked the technician from another company, as he tried to figure out where to put a new center-set joystick.

We definitely needed the guidance from PT or OT. By the time I received that guidance, the joystick had been cut down to fit through my doors and was no longer able to sit in the center as advised.

This is not only totally unacceptable, but this kind of service lacks common sense. Many good people are putting out their time and energy here, and the state and insurance companies are putting out major financing. The situation leaves your staff and your customers demoralized.

Something has got to change.

I look forward to your timely reply.

Sincerely yours,

Elizabeth Casey

cc: Attorney General's Office, Customer Complaints

State Auditor Joseph DeNucci

Dr. Jean McGuire, Office of Disability Policy and Programs

Mr. Eugene Blumkin, Massachusetts Rehab Commission

Bill Henning, Director, Boston Center for Independent Living