Opcare are proud to deliver the orthotics and wheelchair services to the Staffordshire area, and strive to provide the best service possible to all our patients. We are continually seeking ways of improving what we do, and your opinion matters to us. Please see below how you can get involved in developing our service.

Feedback via website
Opcare has developed a live feedback section on the website. This information is analysed on a monthly basis, and relevant improvements are made to the service where possible. Please do also share with us the aspects that we are getting right and doing well! This will help to ensure that all of our patients receive the same treatment. Any improvements implemented from the feedback are described in the “You said, we did” section on this page.

You can leave your feedback and have your say here.

Click here to download our Orthotics Patient Access Policy as a PDF file.

The Patient Access Policy

The purpose of the Patient Access Policy is to clarify what happens if you do not attend an appointment, do not accept an appointment, or if the service is unable to contact you. The policy applies to all appointments.

The policy ensures that all Opcare employees apply a clear and consistent approach when booking your appointments or in case you “DNA” (Do Not Attend) an appointment.

Over the following pages, you will find details of the policy, as well as some simple flowcharts to help you to understand this process.

If you have trouble understanding this policy, or have a query relating to it, please feel free to contact us at any time.

Contacting the Orthotics service

Please ensure you keep the service up-to-date with your home address details, a current telephone number and email address (if applicable), as the Service will need to contact you. Contact details can be found at our website.

If you have any queries relating to this policy, please do not hesitate to contact the service.

Opcare Limited – Clifford Street, Hanley, Stoke-on-Trent, Staffordshire, ST1 3EN

What happens if I am unable to accept an appointment?

• For assessments: Opcare will offer you three appointments within a 6 weeks period for adult referrals and 3 weeks for paediatric cases.
• Should you not be available within this period then you will be removed from the waiting list and discharged back to the care of your referrer. You will need to ask them to refer you to us again in case you have been referred into our service. In case of a self-referral you can refer yourself back into our service.
• Your case will be reviewed by the clinical team. In case there is a safeguarding concern, the Opcare safeguarding team will be informed. Actions will be agreed in line with the Opcare safeguarding policy.

What happens if Opcare are unable to get in touch with me?

• Opcare will attempt to telephone you three times. One of these calls will be outside of regular working hours (Monday to Thursday 08.30-16.30, Friday 08.30-16.00).
• If Opcare is unable to contact you, we will then send a letter requesting you get in touch with us within a week.
• Should Opcare not be able to get in touch with you following the mailing of the letter, you will be removed from the waiting list and discharged back to the care of your referrer. You will need to ask them to refer you to us again in case you have been referred into our service. In case of a self-referral you can refer yourself back into our service.
• Your case will be reviewed by the clinical team. In case there is a safeguarding concern, the Opcare safeguarding team will be informed. Actions will be agreed in line with the Opcare safeguarding policy.

What happens if I “DNA” (Do Not Attend) my appointment, or I’m not at home when you visit?

• If you do not attend an appointment you will be removed from the waiting list and discharged back to the care of your referrer. You will need to ask them to refer you to us again in case it is your first referral. In case of a self-referral you can refer yourself back into our service.
• Your case will be reviewed by the clinical team. In case there is a safeguarding concern, the Opcare safeguarding team will be informed. Actions will be agreed in line with the Opcare safeguarding policy.
• Should a clinician decide there is a clinical risk in removing you from the waiting list, an exemption will be made.

What happens if I cancel my appointment?

• If you cancel your appointment you will be offered a further two appointment slots within a two week period.
• If you are unavailable for either of the appointments offered you will be removed from the waiting list and discharged back to the care of your referrer. You will need to ask them to refer you to us again if you still wish to be assessed for an orthotic device.
• Your case will be reviewed by the clinical team. In case there is a safeguarding concern, the Opcare safeguarding team will be informed. Actions will be agreed in line with the Opcare safeguarding policy.
• Should a clinician decide there is a clinical risk in removing you from the waiting list, an exemption will be made.

Please note that this applies to assessments, handover and repair appointments. For repairs, a letter will be sent only to the service user, and not to the original referrer.

Please note that the above flowchart only applies to the first cancellation. We will remove you from the waiting list should you wish to cancel the appointment a second time.

Click here to download our Orthotics Referral Form.

How quickly will I get an appointment?
When you are referred to the Orthotic Service by a health professional, your referral is reviewed and prioritised accordingly. We will contact you to offer the next available appointment. Waiting times vary, but we aim to see you within 6 weeks of receiving you referral (or 3 weeks for paediatric patients).

Do I have to pay for my treatment or orthosis?
No, the cost of your treatment and orthosis is covered by the NHS.

If you wish to have additional orthoses above the standard entitlement, you may need to pay for these. The standard entitlement, determined by the NHS and which we have to comply with, is as follows:

If you require an orthosis, it will be ordered for you directly by your orthotist. Lead times vary depending on the device you need and the number of fitting appointments – sometimes a few days, sometimes up to a couple of months. Your orthotist will advise how long it should take for the orthosis to arrive.

Will I get training on how to use my orthosis?
Yes, your orthotist will demonstrate how to wear and care for your device before you start using it. Information leaflets are also supplied with devices to serve as a reminder once you get back home. It is important that you maintain your orthosis properly to ensure it lasts as long as possible.

Will I have to wear my orthosis constantly?
The length of wear time depends according to the type of orthosis and your specific needs. Your orthotist will create a bespoke wear plan with you when your orthosis is fitted.

What if my orthosis breaks?
We can repair your orthosis if it is showing signs of wear and tear. You should stop wearing your orthosis as soon as you notice any damage, and contact the service to arrange a repair or replacement.

How often will I need to have an appointment?
This will depend on your needs and the device you are wearing. However, it is important that you attend review appointments from time to time to ensure that your orthosis is still suitable for you. Your orthotist will advise how frequently you should attend an appointment.