Access to maintenance and repair services for wheelchairs: a qualitative study of multi-stakeholder perspectives

Wheelchair maintenance and repair services are critical for sustaining mobility, independence, and participation in daily activities. However, systemic inefficiencies, policy constraints, and workforce shortages contribute to prolonged repair delays, negatively impacting users' quality of life. While previous research primarily focused on individual stakeholder experiences, few studies have examined the perspectives of multiple groups simultaneously. This study builds on that work by integrating diverse viewpoints to uncover barriers and propose strategies to enhance service accessibility.

Semi-structured interviews were conducted with 21 stakeholders in the Complex Rehabilitation Technology (CRT) sector. Reflexive Thematic Analysis (RTA) was applied, with artificial intelligence (AI)-assisted initial coding refined through researcher-led thematic discussions to ensure rigour and depth in theme development.

Six key themes emerged: service inefficiencies and delays, technician shortages and training gaps, supply chain disruptions and part availability, underutilisation of preventive maintenance, policy and reimbursement constraints, and stakeholder misalignment in service delivery. Participants emphasised the need for structured training programs, policy adjustments, and improved collaboration to enhance repair accessibility.

Addressing systemic repair challenges requires a coordinated, multi-stakeholder approach. Efforts should prioritise policy reforms supporting preventive maintenance, investment in technician workforce development, and optimised insurance reimbursement structures to reduce delays and improve long-term outcomes.