AJM Healthcare, one of the largest national providers of wheelchair services in England, declared an eye-watering operating profit of £13.4 million last year. The firm identified the dangers posed by its reliance on NHS contracts. The company, which employs under 350 people, posted a profit after tax of £5.8 million, but the disparity in wheelchair services across England raises serious questions about accessibility and efficiency.
More recently, it was revealed that people who need to use a wheelchair frequently experience long waits for service delivery. According to recent findings, patients have to endure a nearly 10-month delay. They have to wait a minimum of 10 months from hospital discharge to evaluation for a wheelchair. Prescript wheelchairs for many individuals may take as long as 10 months to get. This is almost as bad as the wait times to receive a power chair from wheelchair services.
Local umbrella service only exacerbates the challenge presented. Then they misleadingly inform people that no equipment will be supplied without going into great detail on their very first phone call that lasts under 30 seconds. These practices have contributed to unmet expectations and confusion among patients, who are already struggling through a confusing healthcare environment.
According to AJM Healthcare’s spokesperson, this is the company’s ninth consecutive award, demonstrating their dedication towards delivering high quality service.
“While we cannot comment on individual cases, we are actively supporting those affected to prevent any further delays or miscommunication.” – AJM Healthcare
AJM maintains strict budget contracts with the NHS. These contracts prioritize improving performance with specific, measurable Key Performance Indicators (KPIs) so that patients are receiving the best possible care. The spokesperson then went on to discuss the company’s capacity to deliver value created through procurement economies of scale.
“As a national provider, AJM offers excellent value to our NHS partners through our significant procurement economies of scale.” – AJM Healthcare spokesperson
Even with these reassurances, the inefficiency in the wheelchair service system is a major concern. People with disabilities are too often unfairly disadvantaged by postcode lotteries. Their access to those vital services can vary dramatically, based on where they live. The government’s recent admission in response to public outcry over complaints related to wheelchair services shows how critical it is to tackle these disparities head on.
In October 2025, the government prompted anyone who experienced issues with wheelchair services to contact their local integrated care boards. This new guidance prompted some to wonder just how good the current oversight mechanisms really are.
The psychological impact on those waiting for a wheelchair evaluation is significant. Ben, a wheelchair services user, recounted his experience. He shouldn’t have to lie about his health just to get a power chair that would allow him to leave his house on the ground.
“My aim was to go back to work, rebuild my life,” – Ben
He shared the challenges encountered when depending only on manual wheelchairs, especially for individuals lacking upper body strength.
“The crazy thing is, a wheelchair service’s mandate is only to make sure you can mobilise indoors, in your home. On a flat smooth surface, I can do that in a manual wheelchair. But outside, on rough and angled surfaces, I lack the hand and upper body strength.” – Ben
Sarah, another wheelchair user, pointed out that inadequate wheelchair prescriptions can lead to severe complications that result in hospital readmissions.
“People who have impaired function in their upper limbs cannot push these wheelchairs themselves, and become effectively housebound, in some cases confined to their bed,” – Sarah
This issue cuts to the heart of overall health care costs too. Pressure ulcers, which are a common sequela of prolonged immobility caused by lack of mobility aids, can keep people bedridden for weeks. Hospital beds are an average of £900 a day. This immense cost further demonstrates the economic pressure that poor wheelchair services put on the NHS.
AJM Healthcare are proud of our achievements of exceeding NHS averages for customer satisfaction ratings. With a whopping 97.4% of the 12,830 Friends and Family Test responses specifying their services were good or very good,
“We are proud to exceed NHS averages… We also recognise the crucial role wheelchair services play in people’s independence, which is why every case matters and we remain focused on continually improving our performance and communication.” – AJM Healthcare