"Community Equipment Service - rollators and more rollators."

I reported my NHS rollator (number 1) as damaged  ( brake broken off). They visited on two days later and the person said it couldn't be repaired so would be replaced.

I didn't hear from them so I rang back a weeks later. They explained it should have been ordered but paperwork lost. A new order was made. As I was going away I bought one on online from a private online seller. That rollator (no. 2) arrived two days later but had parts missing! ! Still I managed to snatch the missing parts from no. 1 & went away on my holiday safely with rollator no. 2. While I was away, my replacement rollator from the private seller (no. 3! ) arrived.

On my return a new edition NHS rollator arrived (no. 4)  but was too small for me - the handles can't be adjusted as high so I wouldn't be standing up fully and the seat is much smaller & basket not waterproof now.

I rang the equipment service but they said that was the only one they offer now, so they're collecting the original broken one (no. 1) & the baby new one that I can't use (no. 4). And the private firm are collecting their broken one (no. 2). So then I'll have one fully- functioning rollator and some space to move it in.

Basically, the NHS took 9 weeks to replace a broken rollator & then the new one was too small for me. Luckily I can afford to buy one (£37. 99) but that's just lucky.

The main problem, reading between the lines, was that the person who called out, very efficiently just 2 days after I'd reported the broken brake, having seen that it had to be replaced not repaired, didn't have one on the van to just do a swop. And I didn't get put on a waiting lis.

Apart from the extra problem about their new one being too small. What would a 6' 4" person be given! ? And then of course this was all capped by the missing part in the privately bought rollator but that wasn't the NHS's fault.

The Equipment were supposed to collect 2 duff rollators between 9 & 3 one day. They didn't! I rang them at 12 to be told they couldn't gain access to because they didn't ring me when they got to the security gate where I live. I'd emphasised they'd have to do that as they refused to take the gate code (security reasons).

They then had to call back another week when they managed to get through the gate to take back the unsuitable rollator. I am lucky to have been able to find and pay for an alternative as without it I cannot safely get about. Someone who couldn't do this would still be stuck or risking falls.

Feedback from passed from patient to Healthwatch Liverpool for posting.