Integrated Care Northamptonshire

3. Mrs B complains on behalf of her daughter, Miss B, that the ICB refused to fund a Joelette bike (an all-terrain one-wheeled chair) in October 2020. Mrs B asked the ICB to reconsider its decision but it failed to do so.

4. As Miss B was shielding because of the pandemic, her activity was very restricted. The only activity the family could do was to go for walks but Miss B’s wheelchair could not be used on any surface other than very smooth terrain. So, there was no variety in the type of activity she could do. Miss B struggled mentally during this time because of this lack of variety in her daily activity.

5. Mrs B wants the ICB to reconsider its decision.

6. On 12 October 2020, Mrs B emailed the ICB and asked for funding for the Joelette bike. This equipment would enable Miss B and her family to go for walks on a variety of terrains.

7. The ICB emailed Mrs B on 23 November 2020 to say she could not have funding for the equipment or use Miss B’s personal health budget (PHB) to purchase it. The ICB suggested she contact the wheelchair service, which could advise her on clinical needs and costings.

8. In May 2021, Mrs B contacted the wheelchair service, which told her it would not fund the equipment as it only provided wheelchairs for indoor use.

9. On 12 June 2021, Mrs B emailed the ICB and asked it to reconsider her request.

13. We considered Mrs B’s account and the correspondence between her and the ICB. We see when Mrs B received a response from the wheelchair service, she contacted the ICB and asked it to reconsider its decision.

14. We asked the ICB for its reasons for refusing Mrs B’s request. It told us it had referred her to the wheelchair service and had not heard back from her since sending its email in November 2020.

15. We showed the ICB the email Mrs B had sent on 12 June 2021, in which she asked it to reconsider its decision. The ICB said it had not received the email but would be happy to talk to the family if they still want the equipment.

16. We explained our six principles of good complaint handling and asked if the ICB would reconsider its decision and contact Mrs B. The ICB has agreed to this.

17. Mrs B confirms she is happy with this resolution and the ICB has now agreed to pay for the equipment.

1. The Parliamentary and Health Service Ombudsman has carefully considered Mrs B’s complaint about Integrated Care Northamptonshire (the ICB). The ICB has agreed to resolve this complaint by reconsidering its decision not to fund the equipment she requested.

2. We and Mrs B agree this complaint is now resolved.