With so many choices of products and places to buy them, you need to make sure that you’re buying the right product for your needs. Unfortunately, there are also some less than honest sellers who may not have your best interests at heart.
So, how can you ensure you’re buying mobility and independent living products safely?
To help make sure you or a loved one is getting the correct product, the British Healthcare Trades Association (BHTA) has compiled nine top tips to follow when buying mobility aids, so you know you’re in safe hands.
Pricing can vary significantly between retailers, but the full cost of the product (including any aftercare service) should be made clear to you from the start. They shouldn’t wait until the end of your discussion to let you know the price. The salesperson you speak to should make you aware of any extra costs and give you an overall quote.
If a seller offers a large discount only available if you buy on the same day, this is known as pressure selling, and you’re best to avoid this retailer.
They should be clear, easy to read and set out in plain terms. There shouldn’t be any important information, especially about additional fees, hidden in the small print.
If you are offered any extras or discounts, make sure this is written down on your quotation and that you’re able to go away, read the contract in your own time and think about it.
You should always expect to have a full assessment where your ability, well-being, environment, and activities may have an effect on the safe use and suitability of a product. This is particularly the case relating to powered mobility aids, such as mobility scooters and powerchairs.
The company that you’re looking to buy from should be making sure the product is suitable for you and the environment you’ll be using it in (i.e. your home). They’ll need to check the size, weight and manoeuvrability of the product, amongst other things.
The retailer you’re looking to buy from should take great care to make sure the product is appropriate to meet your needs.
Make sure you’re trying out different versions of the product you need, to see which one is most suitable for you. The company that you’re buying from should be more than happy to demonstrate the product for you, how it works and let you have a go! Always ensure the product you have demonstrated is the same one you’ll actually be purchasing.
Whether you are having a home demonstration or visiting a company’s showroom, you don’t need to go alone – take a trusted friend or family member with you.
Having someone there that you trust will give you more confidence and they may even ask a question that you hadn’t thought of. They’ll also be an extra pair of eyes to look over any contracts and review the small print that we mentioned above.
Also, with a friend or relative there, unscrupulous salespeople are far less likely to try any underhand sales techniques, such as the tactics we urge you to watch out for in our helpful Eight underhand sales techniques to watch out for in 2022 blog.
You can shop around to make sure that you buy the best product for you and your needs.
Don’t be pressured into buying the first product you see. As mentioned above, you need to try out different versions of the product you are going to buy. Have a look at a few, and get quotes for each. Don’t commit to a purchase until you’re happy you’ve found the product for you.
What better way to shop, than with a wide variety of products all in one place?
There are different consumer exhibitions throughout the year, specifically set up so that you can see and compare new products on the market. You’ll be able to speak to the retailer or manufacturer directly, gather all of the information you need, and literally compare products side by side.
You may even be able to speak to a current user of the mobility and independent living aid, to get an in-person review.
It can be difficult to ignore a low initial price when searching for a mobility aid, but it is also important to be sure that the company you are buying from can support you after you have purchased a product.
Your mobility aid may play a vital role in your ability to remain independent, so you should always consider what your needs may be after just purchasing your product. It is important to find a company that values aftersales care and support – particularly when it comes to powered mobility products.
It is always worth finding out what the company’s returns policy is, whether they can do repairs on and/or off-site, if they can carry out a regular service, and if they will provide you with a courtesy vehicle when yours is being repaired or serviced.
There is a quick and efficient way to ensure the company you choose to buy from has your best interests at heart – choose a BHTA member.
We only represent ethical and trustworthy companies that meet the strict requirements of our Code of Practice. It sets out rules that our members must follow, ensuring you are treated fairly and are only sold a product that is right for you.
Our code is approved by the Chartered Trading Standards Institute (CTSI), and we regularly audit our members and conduct mystery shops to ensure they meet our high consumer standards.
Also, in the event a dispute does arise between you and a BHTA member, you can turn to us to help us resolve it fairly and independently.
Finding a BHTA member is easy – just look out for our BHTA badge proudly displayed on our members’ websites, shop fronts, vehicles, adverts and more. Or you can ask the company if they are a member and then check our member directory to verify if they are BHTA approved.
The BHTA is here to make sure you can buy healthcare and assistive technology products and services safely. We protect against underhand selling and business practices.
We represent over 400 companies across the healthcare and assistive technology sector, who have voluntarily chosen to sign up to our CTSI-approved Code of Practice. Our code requires companies to go above and beyond their legal requirements, and members choose to hold themselves to these higher standards because of their dedication to customer service.
By choosing a BHTA member, you can expect to never have aggressive and misleading sales tactics used against you. Our members are trustworthy and ethical companies that will always go the extra mile for you.
In the unlikely event that you believe a BHTA-approved member has used any of the above against you, you can report them to us and we have the power to investigate and hold them to account. We act as a consumer protection body, achieving a free and fair result for you.
So if you’re looking for healthcare and assistive technology solutions, make sure to look for the logo and choose a BHTA-approved company for invaluable peace of mind that the company is reputable and responsible. Plus, you’ll get that extra layer of consumer protection.
Check out our useful consumer
guide to learn more about how we
and our members support you.
To learn more about your rights as a consumer, see these useful resources:
This guide will help you to understand what this logo means and represents, and why you should look for it the next time you are purchasing products or services in the healthcare, mobility, independent living and assistive technologies market, as well as other sectors.
Launched in 2013 by the Chartered Trading Standards Institute (CTSI), the Consumer Codes Approval Scheme (CCAS) is an initiative to improve customer services standards and bolster consumer protection through ‘facilitated self-regulation’.
It seeks to achieve this through having businesses sign up and abide by voluntary codes of practice, administered by Code Sponsors, such as the British Healthcare Trades Association (BHTA) and our Code of Practice.
Only Code Members who belong to a Code Sponsor and have proven that they meet the requirements set out in a code can display the CTSI approved CCAS code logo. This logo means the businesses are reliable, trustworthy and ethical.
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The operator of CCAS, CTSI has represented the interests of the Trading Standards profession since 1881. The organisation works towards creating fairer, better informed and safer consumer and business communities.
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Code Sponsors are organisations that represent market sectors and have a membership base, and are themselves carefully selected and vetted by CTSI for their expertise in a field.
These organisations are responsible for the administration and promotion of their codes of practice, helping to reduce consumer detriment and raise standards within their membership.
There are currently 18 code sponsors who have 23 approved codes of practice and almost 80,000 businesses that are Code Members who can display the CCAS logo.
The BHTA is the Sponsor of our Code of Practice – the first and only code in the healthcare, mobility, independent living and assistive technologies industry to have been approved by CCAS.
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A Code Member is an organisation that has signed up to a Code Sponsor’s code of practice, and has been approved by the Sponsor. These organisations commit to upholding the requirements set out in the respective code of practice.
Only businesses that belong to a Code Sponsor can display the CTSI approved code logo, helping consumers to identify that organisation as trustworthy and reliable.
There are around 400 Code Members of the BHTA, all dedicated to providing customer service that goes above and beyond their legal requirements. This includes having clear pre-contractual information, transparent terms and conditions, a robust customer complaints procedure, and access to mediation in the event of a dispute.
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The robust, independent code approval scheme ensures that all parties involved are doing their part to raise customer service standards and protect consumers through strict, comprehensive audits, assessments and monitoring.
The CTSI process for approving a Code Sponsor is rigorous, and organisations, such as the BHTA, are only approved once they have clearly demonstrated that they are committed to the reduction of consumer detriment and improving service standards.
Once approved, CTSI also regularly audits its Code Sponsors, ensuring the codes of practice are being correctly administered and its Code Members are complying with the requirements of their respective code of practice.
To ensure Code Members are meeting their requirements, Code Sponsors also conduct ongoing Code Member audits and compliance checks. At the BHTA, this also includes conducting a number of mystery shops on a percentage of its members each year, alongside rigorous member audits.
Through this continuous assessment, auditing and monitoring by CSTI and Code sponsors, consumers can have full confidence in using companies that proudly display the CTSI approved CCAS logo.
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If you have had an experience with a Code Member that you believe contravenes the requirements of the code of practice that the company has committed to abide by, then you can raise this through the respective Code Sponsor.
At the BHTA, you can learn more about how to initiate a member complaint and the process to follow at our ‘Making a member complaint’ page.
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As per the CTSI’s policy, consumers wishing to make a complaint about a Code Sponsor should raise the issue with the Code Sponsor first, to give them the opportunity to resolve the matter. In the event a resolution cannot be agreed upon, consumers can raise a complaint about a Code Sponsor (not individual Code Members) by emailing ccab@tsi.org.uk
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Consumers can find out more information at https://www.tradingstandards.uk/commercial-services/consumer-codes-approval-scheme/i-am-a-consumer/
Learn more about how the BHTA supports consumers or download our helpful consumer guide.
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Unfortunately, dishonest and unethical selling tactics – known as ‘aggressive selling’ – that target consumers of healthcare and assistive technology products are nothing new. Used to pressure and trick you into buying products you may not want or need, these unsavoury practices can catch even the best of us out.
To help ensure you or your loved ones do not fall foul of these misleading selling techniques, we have compiled a list of eight underhand selling techniques to watch out for when purchasing your next healthcare and assistive technologies product or service, and tips on how to avoid them.
It can be unsettling to have a salesperson in your home for an unwarranted amount of time, attempting to sell a product or service. It can be even more disconcerting if the salesperson refuses or finds excuses not to, leave until you have made a purchase. This scenario can lead consumers to make an unwanted purchase just so that the salesperson will leave.
How to avoid red flag 1: To avoid this, members of the BHTA are required as part of our Code of Practice to abide to strict rules regarding selling in consumers’ homes, including aiming to conclude an assessment or sale within three hours (except in exceptional circumstances) and always complying with a customer’s request that they leave.
For shifty salespeople undertaking prohibited sales practices, the last thing they want is for you to have another person involved in the buying process who may stop their actions. If you or a loved one wants to have another person involved and the salesperson is attempting to dissuade you, this is an immediate red flag.
How to avoid red flag 2: As part of the BHTA’s Code of Practice, members are informed that they should not object to the customer having a relative, friend or other advisor / carer with them when the salesperson / assessor visits. In certain circumstances this should be encouraged (for example if it is known that the customer has poor eyesight or that they struggle with paperwork).
This practice can see the true price of a product being misled by you. A common scenario is a salesperson suggesting a high initial price, immediately followed by the offer of a discount – often, this may include a telephone call to the ‘manager’ to agree on the price reduction. Alternatively, a company may advertise a product as reduced or in the sale when it has never been available at the stated ‘original price’.
This can unfairly warp your perception of the actual price of a product, suggesting you are getting a great deal when the actual price of the product is lower.
Often used in conjunction with practice two, this tactic sees unscrupulous salespeople putting unfair time limitations on ‘special’ prices to pressure consumers into making a rushed buying decision. An example is the offer of a discount on the condition that you agree to the sale that day.
Another deceptive tactic that can catch you out is a salesperson withholding price information until the end of a sales discussion. Again, this can be used in conjunction with practices three and four to mislead and pressure you into making a decision that may not be right for you.
How to avoid red flags 3, 4 and 5: This information must be provided in advance of the visit unless this is not feasible for practical reasons (for example if a visit is to be conducted the same day). Prices, pricing examples or price explanations should be given on websites, to enable customers who have internet access to gain an understanding of these in advance of the visit. This information must be provided in advance of the visit unless this is not feasible for practical reasons (for example if a visit is to be conducted the same day). Prices, pricing examples or price explanations should be given on websites, to enable customers who have internet access to gain an understanding of these in advance of the visit. Also, the BHTA Code of Practice requires all verbal claims or promises made by the salesperson must be put in writing, either on the contract, or on a separate form.
Some companies may attempt to mislead you regarding the availability of a product, falsely stating that a product is only available for a very limited time in order to prompt you into making an immediate decision.
Misrepresentation of a product or service can come in many guises. It may include providing you with the wrong information about a product or service, giving you the wrong advice about what product would be best for you, or even wrongly telling you that you need to buy extra things to make the most of your product.
Ensuring the company you are buying from has clear and transparent terms and conditions is important before purchasing products or services. This is particularly important before entering into a contract to buy products that may be personalised or bespoke, impacting your rights to cancel once entering into an agreement.
Red flags to be aware of relating to terms and conditions includes fees or charges hidden in the small print, disproportionate early termination charges, or elements that attempt to infringe or constrain your legal rights.
How to avoid red flag 8: Your rights under the Consumer Rights Act 2015 make it easier to challenge hidden fees and charges, however, you can avoid unnecessary disputes and stress by using BHTA members. Under our Code of Practice, BHTA must ensure their terms and conditions of contract are available in writing and must be legible, comprehensive, written in plain language, and conform to the regulatory requirements. Also, if you indicate that you have poor eyesight or are confused by paperwork, BHTA members must go through the paperwork with you, and should provide a version in large print, Braille, or audio format must be provided if requested, within a reasonable timescale. Importantly, when buying from a BHTA members, the company is required to inform you when a product will need to be modified in a way that will class it as ‘bespoke’ and notify you in writing of changes to terms and conditions.
As you can see, the selling tactics above are all designed to pile on the pressure and force you into a sale that you might not be completely happy with.
The BHTA is here to help you buy healthcare and assistive technology products and services safely and securely. We protect against underhand selling practices.
As a membership organisation, we represent over 400 companies across the healthcare and assistive technology sector, who have voluntarily chosen to sign up to our Chartered Trading Standards Institute approved Code of Practice. Our code requires companies to go above and beyond their legal requirements, and members choose to hold themselves to these higher standards because of their dedication to customer service.
By working with, or buying from, one of our members, you can expect to never have aggressive and misleading sales tactics used against you. Our members are trustworthy and ethical companies, that will always go the extra mile for you.
In the unlikely event that you believe a BHTA-accredited member has used any of the above against you, you can report them to us and we have the power to investigate and hold them to account. We act as a consumer protection body, achieving a free and fair result for you.
So if you’re looking for healthcare and assistive technology solutions, make sure to look for the logo and choose a BHTA-accredited company for invaluable peace of mind that the company is reputable and responsible. Plus, you’ll get that extra layer of consumer protection.
To learn more about your rights as a consumer, see these useful resources:
Over the course of two days, the British Healthcare Trades Association (BHTA) highlighted the importance of consumer protection, and the value of working with members, at this year’s Naidex.
Held at the National Exhibition Centre in Birmingham on the 15 and 16 September, the September event marked the return of Naidex after the cancellation of the 2020 show as a result of the COVID-19 outbreak.
Throughout the show, the BHTA team explained how member companies go above and beyond for consumers by voluntarily committing to abide by our Code of Practice – the only code in the industry approved under the Chartered Trading Standards Institute (CTSI)’s Consumer Codes Approval Scheme.
In particular, the team detailed the protections afforded to consumers under the BHTA Code, including free mediation and independent arbitration, as well as the peace of mind consumers enjoy when buying from member companies.
End-users and their families, friends and carers gained insight into what the BHTA badge means and why to look out for it when searching for providers of healthcare and assistive technology equipment and services. The team also handed out a wide range of useful and informative literature to consumers, ranging from guidance on how to buy a mobility vehicle, to advice on how to safely operate powered mobility devices.
Calvin Barnett, Head of Marketing and Communications for the British Healthcare Trades Association, commented:
“It was fantastic to finally see consumers, healthcare professionals, and the industry, reunited under one roof after such a prolonged and difficult period. Naidex always provides us with a great opportunity to get face to face with the people we aim to protect and support, allowing us to inform them about the benefits of working with our members.”
In addition to engaging with consumers, the BHTA also raised awareness among healthcare professionals in attendance, distributing the Association’s range of useful guidance papers and discussing the need to signpost clients to our members.
“Alongside having the chance to speak with consumers and healthcare professionals, it was also great for us to be able to reconnect face to face with many of our members as well,” continued Calvin.
“Being able to discuss some of our upcoming plans and campaigns with members was great, and we are excited to unveil more in the coming months.”
Published: 24th September 2021
The British Healthcare Trades Association (BHTA) is urging its members to continue to prioritise the health and safety of all those they interact with as COVID-19 restrictions lift in England.
It follows the government’s decision to proceed with moving England to Step 4 of the roadmap out of lockdown, with the 19th of July being called ‘Freedom Day’. It marks the end of a wide array of COVID-19 restrictions, but comes amid a significant rise in COVID-19 cases; according to government data, 48,161 new COVID cases and 25 more coronavirus-related deaths were reported on Sunday.
With many of the restrictions, such as face coverings in shops, being downgraded from mandatory to advisory, the BHTA is encouraging members to take all necessary precautions to keep their teams, and those they interact with, as safe as possible.
BHTA members are responsible for the design, production and distribution of vital healthcare and assistive technologies (including medical devices, acute and community care products, independent living technologies/products, and associated services) across England.
The association estimates that its members have over 100,000 face-to-face interactions with patients with long-term conditions, disabled and elderly people each week.
To assist, the association is reminding members to take full advantage of their BHTA Business Services support benefit.
Provided as part of the BHTA membership package, members receive free unlimited access to advice and support on four key services: HR, legal, health and safety, and tax. It includes five advice lines and three document libraries with over 800 template documents.
Dr Simon Festing, Chief Executive Officer for the British Healthcare Trades Association, commented:
“As England moves to Step 4, our members face the considerable challenge of keeping their teams, and their customers and service users, safe.
“Throughout the pandemic, our members have continued to go above and beyond in the interests of those they serve, and we urge them to continue prioritising the safety of those they interact with. In particular, we strongly advise members to carefully read the government’s latest guidance and to heed its six priority actions: Complete a health and safety risk assessment that includes the risk from COVID-19, provide adequate ventilation, clean more often, turn away people with COVID-19 symptoms, enable people to check in at your venue, and communicate and train their teams.
“For those uncertain of what their obligations are to staff and customers under the new COVID-19 rules, we encourage members to take full advantage of the free BHTA Business Services support benefit that is included as part of their membership. The service provides personalised advice around health and safety, HR and legal to help members traverse this uncertain period.
“The BHTA team is also available for members that have additional questions or concerns arising from the new government guidance. Together, the BHTA and its members will continue to support the industry to ensure a fair, ethical and safe trading environment for all the industry serves.”
Members can contact marketing@bhta.com to receive further information regarding their free BHTA Business Services support access, including their personalised login information.
The appeal to members follows the BHTA’s recent push for the new self-isolation rules brought in for frontline NHS and care workers in England to be extended to eligible workers across the health and care industry.
Click here for the latest Step 4 guidance and advice for businesses from the government
Published: 20th July 2021
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[May, 2021. London, UK] The British Healthcare Trades Association (BHTA) is encouraging older people to go ahead with making vital home adaptations by seeking out its certified members.
It comes following the publication of new research, suggesting almost a third (32 per cent) of English adults in their 50s and 60s could be put off from making vital home repairs and improvements because of a lack of trust in tradespeople.
The research examines the barriers facing older people when attempting to make essential improvements to their homes that are necessary to ensure their ongoing independence.
Carried out by Ipsos MORI for the Good Home Inquiry, an independent review of England’s poor-quality housing stock commissioned by the Centre for Ageing Better, the survey was conducted online with adults in England aged 18-75 to understand people’s attitudes around home improvements.
In particular, the survey examined what factors caused distrust and instilled confidence in tradespeople among those aged 50 to 70, with a significant percentage (32%) stating that they did not trust tradespeople.
Examining the top three causes of mistrust among this demographic, the research highlighted that concerns over tradespeople not doing a good job was the biggest factor (59%), closely followed by worries that tradespeople won’t give a fair cost for the job (56%), as well as wariness having experienced problems with tradespeople in the past (44%).
Additionally, fears over the price of work increasing (42%) and people being encouraged to pay for unnecessary work (39%) also ranked highly among those aged 50 to 70.
The results emphasise the need for older people to be able to trust tradespeople to carry out home repairs in their homes, to ensure they can remain healthier and independent for longer and reduce pressure on NHS and social care services.
Along with uncovering the causes of mistrust, the research also surveyed which factors instil more confidence in people aged 50 to 70 when hiring a tradesperson. Notably, a significant one in three (34%) people confirmed that the tradesperson being a member of an accredited trade association, such as the BHTA, increased their level of trust.
Representing over 400 companies in the healthcare and assistive technology industry, the BHTA and its members work to create an ethical trading environment that gives consumers confidence.
All BHTA members commit to adhering to the association’s Code of Practice – the only code in the industry approved under the Chartered Trading Standards Institute (CTSI)’s Consumer Codes Approval Scheme, ensuring its members trade ethically and professionally.
Dr Simon Festing, Chief Executive Officer of the British Healthcare Trades Association, commented:
“The results of this research reveal all our fears of dodgy tradespeople. But we believe that with the right approach, older people can still go ahead and get essential adaptations and improvements to their homes, which they need to live healthier and independent lives.
“As one of the longest-established trade associations in the healthcare sector, the BHTA understands just how important trust is when it comes to having work carried out for vital installations, such as handrails, stairlifts, ramps and level access bathrooms.
“We would encourage all consumers to go ahead and make the necessary changes to their homes to keep themselves safe, mobile and independent, by seeking out a BHTA member. Our members commit to our Code of Practice, ensuring they uphold standards over and above the law, to give consumers confidence that they are professional and ethical.
“Also, consumers have the added peace of mind of knowing that in the rare event that a dispute does occur between themselves and a member, the BHTA is on hand to provide a fair and transparent mediation service.
“We recommend consumers look for the BHTA’s logo on companies’ websites and literature when searching for companies that provide and install home adaptations. The logo acts as a badge of trust and can be found proudly displayed by all BHTA members. Consumers can also find, and verify, our members of the BHTA by visiting our website.”
To find or verify a BHTA member, visit www.bhta.com/bhta_members
To enquire about becoming a member of the BHTA, contact membership@bhta.com
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About the BHTA: Representing over 400 companies in the healthcare and assistive technology industry, the British Healthcare Trades Association (BHTA) supports its members to help ensure the best outcomes for the most vulnerable in society. All BHTA members are committed to adhering to the Association’s Code of Practice – the only code in the industry approved by The Chartered Trading Standards Institute.
About the CTSI: The BHTA Code of Practice – the first for consumers in the healthcare industry – is approved under the Chartered Trading Standards Institute (CTSI)’s Consumer Codes Approval Scheme, ensuring all BHTA member companies trade ethically and professionally.
Good Home Inquiry Survey: The survey by Ipsos MORI was conducted online between 19th February – 22nd February 2021 within 1,020 adults in England aged 18-75. Data are weighted to the profile of the population
The Good Home Inquiry: Commissioned by the Centre for Ageing Better, is an Inquiry into England’s housing policies to determine causes of, and solutions to, the country’s current housing crisis. Although commissioned by Ageing Better, the Inquiry will be led by an independent panel and chaired by David Orr. The Inquiry supports Ageing Better’s goal of reducing the number of homes classed as ‘non-decent’ by at least one million by 2030.
To find out more about the Centre for Ageing Better, visit www.ageing-better.org.uk
To find out more about The Good Home Inquiry, visit www.ageing-better.org.uk/good-home-inquiry
Media contact: Calvin Barnett, Head of Marketing and Communications
Contact phone no: 07741 641702
Contact email: marketing@bhta.com
