Wheelchair repair service from Red Cross inadequate: Saint John woman

A Saint John woman says she has not received proper service for her wheelchair since the provincial government hired the Red Cross to supply equipment to disabled New Brunswickers.

• Red Cross contract may put 'most vulnerable' citizens at risk

KaitlynLayden, 25, sayssince the contract came into effect in January 2015, her wheelchair has not been fixed properlyor on time.

She said when the Red Cross first took over, she had an issue with her seatthat took more thana month to fix.

"Basically they were ill-prepared to do the job," she said. "They ended up making my chair, just the wrong way. They didn't use the right equipment."

Layden used it until it began to bother her back. She says her occupational therapist finally had to intervene to get a seat that was appropriate for her needs.

She hadthe same problemthis year when the spring on the brace that supports her back got broken.

She says she phoned the Red Cross on July 20 and they came out on July 26 andconfirmed thepiece needed to be repaired. But this week, she heard from them again.

"They had called in yesterday [Aug. 2] that they needed to measure the part that needed to be replaced. So that means it's not even ordered yet."

Not repaired locally

Before the province's contract with the Red Cross, Layden saysshe could go to a vendor right in the city when her chair needed repairs.

Now she has to wait for someone from Moncton to do the work.

"I had a great relationship with the people and I felt like my needs came first and I was important, not just a number."

According to Dorothy Shephard, PC MLA for Saint John Lancaster, Layden isn't the only one having difficulty. She says she'sheard from others.

"If repairs aren't given in a timely fashion their whole quality of life is affected. I was given stories about how the services were not happening in a timely fashion or incorrect parts were being put on wheelchairs or the experience didn't seem to be there," said Shephard.

She sayspeople unhappy with the help they're getting don't have the option to go anywhere else as they are stuck with one service provider.

2 year contract

The province hired the Canadian Red Cross for a two-year renewable contract to supply equipment to disabled New Brunswickers.

DanBedell, communications director for the Canadian Red Cross in the Atlanticregion, saidin anemailto CBC News his organizationworks closely with the Department of Social Development, the N.B. Association of Occupational Therapists andtheclients themselves to ensure any issues are addressed quickly.

"For clients, an occasional concern might be the time taken to complete a specific repair to a wheelchair, or other medical aid, but these are done as quickly as possible, barring unforeseen delays such as a vital replacement part being back-ordered or perhaps a warranty issue that we need to check," Bedellsaid.

CBC News contacted the Department of Social Development but no one was available for comment.

The New Brunswick Association of Occupational Therapists opposed the contractbefore it was signed, saying itwould put the province's most vulnerable citizens at risk.