Going the extra mile to delight our customers in Wheelchair Services!

Going the extra mile to delight our customers in Wheelchair Services!

If the team at Kent and Medway WCS get the opportunity to delight their customers, they certainly go the extra mile to do so! The team were recently contacted by Kent County Council, asking for their help and assistance in providing an interim wheelchair for Lilly (11), so that she could attend a school residential weekend celebrating the end of her Primary schooling, which she was very much looking forward to.

 Whilst the service user was waiting for her prescribed wheelchair to arrive, she needed an interim wheelchair quickly so she could go and enjoy her school residential weekend.

 Mike Teaney, Service Centre Manager for Kent and Medway WCS, said, “We think we certainly met one of our core Millbrook Healthcare values to ‘deliver exceptional customer service’. By delivering exemplary customer service, we were delighted to be able to facilitate an interim wheelchair for Lilly within just a day. We truly believe everyone should be able to lead a full-filling life as independently as they can and enjoy all the activities and experiences life can offer. This obviously includes what was a very important event in the diary for Lilly, her school residential weekend to celebrate her end of Primary school milestone. We would not have wanted her to miss out and her Class teacher was delighted too!”

 He added, “Its thanks to the dedication of the team and the cross functional collaboration that enabled Lilly and her family to pick up the interim wheelchair the very same day. My appreciation extends to Julie Hughes (Customer Service) who dealt with the initial call promptly, Georgina Masucci (Operational Therapist) who promptly came back with the suggestion for a loan chair and Gill Cudmore (Therapy Assistant) who helped facilitate the timely delivery of the chair. All of whom reacted quickly to the request for Lilly that came in from Lifespan Pathway, South Kent Coast & Thanet, Kent County Council. All the team were delighted to be able to facilitate the wheelchair for Lilly so she could go and enjoy her residential weekend with the much-welcomed outcome of a very happy young person! We all hope she had a fabulous time.’