Coronavirus Update from RGK

Dear RGK valued customers and partners:

Together, we are facing a truly unprecedented situation. The global coronavirus pandemic is affecting all of our families, our businesses, our communities, and our way of life. During this time, I wanted to reach out and update you on how we’re approaching the situation at RGK Wheelchairs.

The majority of our office employees are now working from home, with a few key workers located at RGK HQ.  In the UK, our sales team are working from home and carrying out virtual assessments where possible. This move has been relatively smooth and will allow us to continue to deliver support and customer service to our customers.

I would however like to reassure our customers and partners that RGK is still currently operating and the dedicated team at RGK are working hard to keep you rolling in your new wheelchairs, provide spare parts or deal with any issues you may be having.  Please just contact us as usual and we’ll do our best to support you.

We know things are particularly tough for vulnerable customers who need to self-isolate. So, we’ve put processes in place to make sure we prioritise their needs.  If you have specific needs during this time please inform us at the time of order. We are also following official health advice and working with industry bodies to look after all our staff and customers during this difficult time.

We have created a page on our website for some FAQs which we will keep updated but in the meantime if you have any questions at all, then please contact the RGK office on +44 (0) 1543 670077 or through your account email contact.

If we all look out for each other, we’ll get through this together, stay safe.


Kind Regards

Michael Sheen

General Manager

The World has changed…

Throughout the duration of Covid-19, we adapted to enable us to continue operations by making key changes to our processes. As a result, we maintained the production of brand new wheelchairs and the supply of power/ hybrid add-ons along with spare parts to our customers.

We have now implemented a safer working environment for employees and in return, a safer process in delivering the final product to our customers.

The main changes implemented:

Made our workplace Covid-19 secure

Changed the way we assess and interact with customers

Developed technology to help us work digitally

Covid-19 Secure site

We made our factory COVID secure to allow us to continue global production from our site in the west midlands through the entire covid pandemic.

The main changes to our factory:

In addition to the factory, we’ve implemented ‘Working From Home’ to other departments which includes Sales, Marketing, Customer Services, Accounts and Design.

PPE

Social Distancing

Sign posts

Chairs wiped down with disinfectant

Separated and quarantined once complete

In addition to the factory, we’ve implemented ‘Working From Home’ to other departments which includes Sales, Marketing, Customer Services, Accounts and Design.

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Changed the way we assess and interact with customers

As Covid-19 unfolded, we adapted to the government guidelines and utilised digital platforms to allow us to continue in the sales process from receiving enquires to delivering products whilst handling customer services enquiries.

Prior to the Covid-19 Pandemic, the main method of communication for customers to advisor was face-to-face consultations, assessments and handovers.

Virtual Communication Platforms Introduced

Virtual Consultations – We now host virtual meetings with customers to discuss our product range and find the best wheelchair for you.

Virtual Assessments – We now host virtual meetings with customers where the mobility advisor will assist in retrieving your measurements.

Virtual Handovers – We now host virtual meetings with customers where we deliver the wheelchair’s via courier and the virtual meeting allows both the customer and advisor to ensure all aspects of the brand new wheelchair meets requirements.

Alternative Interactions

Face To Face Assessments – For individuals who still require face to face assessments, we have improved all face to face procedures.

This includes:

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Developed technology to help us work digitally

RGKAssist

We have introduced an app which offers the customer step by step instructions of the measurement process. The Mobility advisor will be on hand to help guide the customer through the process.

We will continue to offer regular updates on further additions to our processes.

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Update and FAQs
How we’re supporting our customers and employees

COVID-19 is affecting everyone – but we can get through it if we all support each other. Looking after our customers and employees is our top priority, so we’ll be working hard to put in safety measures to stay open.
Currently, we are still operating within the UK government guidelines which are subject to change at any time. This means that some office staff is working from home so communication might be slower than normal. Please bear with us during these difficult times, but we will endeavour to support you as best we can.

How is RGK keeping customers safe during assessments/handover visits?

When you book an assessment or visit we will ask you the following questions:

1 – Have you or anyone in your home been diagnosed with Covid-19 or currently have flu-like symptoms?

2 – Have you or anyone in your home self-isolating or been advised to self-isolate?

3 – Is anyone in your home is at higher risk – i.e. over 70 or have any health conditions?


If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an advisor visit and if there is an alternative way. Our advisor will also call you on the day of your appointment and ask the same set of questions, in case anything has changed since you booked. When an advisor visits a customer’s home, they’ll take additional precautions – including hand-washing – before, during and after the appointment. They’ll protect you and your family members by keeping a safe distance at all times where possible – and we ask you to do the same.If you are expecting a delivery, we will ask if we can send it to your house, followed by a video call to ensure everything is ok.
If you insist on personal delivery, the above will apply.  

How is RGK ensuring each wheelchair manufactured will be safe?

Each chair produced will be been fully cleaned once the production process is completed and then packed immediately into a sealed box. The chair will then be placed in a separate area and ready for delivery.

How is RGK making sure our advisors are protected and don’t spread the virus to customers?

If our advisors are showing symptoms, have been advised to self-isolate or have had the virus, the advisor will not be able to work for 14 days. If an advisor is showing symptoms, you can end the visit immediately and ask the advisor to leave. Please report this to RGK management after the advisor has left.

Where possible, video calls, phone calls, and emails should be used to communicate without personal contact. If a visit is required, we will use the above precautions.

What are you doing to help vulnerable customers?

We know things are particularly tough for vulnerable customers who need to self-isolate. So we’ve put processes in place to make sure we prioritise their needs. And we’re also following official health advice and working with industry bodies to look after all our customers during this difficult time. If we all look out for each other, we’ll get through this together.

I have an assessment/handover booked – will it still go ahead?

Yes, but we will call you before to check you are comfortable and that it is safe to visit. If you would like to postpone the visit, just ask. If you would like to have your product shipped to your house without charge or have a video assessment, please just ask.

Can I still order spare parts?

Yes, our online shop is open and our warehouse is working at full capacity.