Harrow & Hillingdon Opcare Clinics Harrow HA3 7RG

"Firstly I want to give the engineer five ⭐️ when he visits he is always so pleasant and polite, and he will do his upmost to help and repair my sons wheelchair, but sadly the other part of Opcare I have had so many bad experiences. I actually dread dealing with them if something goes wrong with my sons chair."

"The on/off control on my power wheelchair had become very 'sticky' and was difficult to turn on and off in the last 2 weeks and I telephoned week commencing 30 May for an engineer to visit and repair the fault, I was given an appt for 13 June. 2022. When I hoisted myself into my chair from my bed this morning (9 June) the control was not working at all. I hoisted myself back into bed and called Opcare. I was asked to leave a message which I did explaining that I was marooned in bed and the chair was not working. It was 10.15am. Having heard nothing from Opcare I called again at 12.15pm and left the same message. I called again at 13.15pm but there was still nothing from Opcare. I called at 14.15pm and the call was answered by a human this time. I explained the situation and my predicament. I was told that there were no engineers available today and that I would have to wait until tomorrow or to call the 'out of hours' number after 17.00pm. I told the very disinterested call operator that I was stuck in bed, I have no carers, I had not eaten or had a drink since yesterday evening and seeing as it was still only 14.25pm an engineer should be able to be contacted and diverted to me as an emergency, even if it was after he finished for the day at 4pm. After a while she relented and said that an engineer would be contacted. I was called again at 14.40pm and advised that an engineer would be with me within 40 minutes. He arrived at 15.05pm, fitted a new control and left at 15.30pm. Why does it take so long to get through to a call operator ? Why are messages left, never replied to ? Had an operator called me back after my initial call at 10.50am I'm sure that an engineer could have been made available and I would have been able to carry out my day as planned. This is appalling service. Sandra Ruddick"

"Parking your van outside my home has caused chaos for me. Whilst I can get off my driveway OK there is no space to manoeuvre MY van back on to MY driveway so am unable to leave for work, you are costing me money with your inconsiderate parking and my visitors have been abused by passing motorists because your van leaves little room for even cars to access. How would you like it if someone parked over your private driveway for days preventing you from working? Today is the 2nd day already and there is no one available to answer calls. Shocking"

"Very difficult to work with. Called to enquire about a new wheelchair and said that I was an unusual case... Lack of understanding about disability and follows a "one size fits all" model. Maybe some diversity training is needed?"

"I have a self propelled wheelchair and had found the wheels were not gripping the road surface safely, not a good experience in London's streets! I was seen by two of their technicians and got two new larger wheels fitted with a better time that was much better than before. It was a great service,we talked about some technical issues that I understand as I used to ride various bikes when I wasn't disabled and had an enjoyable experience whilst they were fitted and an enjoyable and engaging experience. They provide a good service provision in the Borough of Harrow and I know other users who say the same thing. Also they have a home visit service for general maintenance and repair of many different types of wheelchair. In the current climate of council grant cuts and the demands they meet,I cannot speak highly enough of the work that they do and demand they meet, I thank the staff sincerely."