Table 3.5Examples of service areas that could be monitored, performance targets, and ways of collecting information

Areas and activitiesExample performance targetsInformation collection
Number of users referredThe service will receive 30 referrals per monthRecord referrals received
Average waiting time from referral to appointmentWaiting time from referral to appointment should be less than 1 monthRecord date referral received and assessment date on user file
Wheelchair provision
Number of users who receive a wheelchairThe service will prescribe and fit wheelchairs for 20 users per monthWheelchair prescriptions recorded on users' files
Number of follow-up appointments carried outFollow-up appointments will be carried out for at least 15 users per monthFollow-up appointments documented in users' files
Impact of wheelchair provision on usersUsers receiving wheelchairs through the service have a demonstrated improvement in quality of life as a result of their wheelchairAssessment notes should indicate areas of desired improvement (e.g. function, posture)

Follow-up notes should indicate improvements achieved

User feedback
Wheelchair population served
Details of users referred to the service, such as age, gender, disability, postural support needsThe service will encourage equal access

The service will aim to meet the needs of users requiring basic wheelchairs and those requiring modifications and postural support
Number of men and women accessing the service – recorded on user files

Types of postural need presented and wheelchairs prescribed – recorded on user files
Geographical area covered by the serviceThe service will provide wheelchairs for people living within (defined region/area)Home address of users accessing the service – recorded on user files
Service costs
Cost of products supplied, including modifications made within the serviceThe individual cost of each wheelchair will be less than (amount specified according to budget and realistic cost of available products)Cost of products purchased – recorded in service accounts

Cost of materials and labour spent on assembly and modifications – recorded on workshop “job sheet” for each wheelchair prescribed
Amount of time spent by personnel on service activities (assessment, follow-up, training, etc.)Staff are to spend __% of their time on direct service delivery and __ % of their time providing education for referral sourcesStaff time sheet, completed daily


Cover of Guidelines on the Provision of Manual Wheelchairs in Less Resourced Settings
Guidelines on the Provision of Manual Wheelchairs in Less Resourced Settings.
Copyright © 2008, World Health Organization.

All rights reserved. Publications of the World Health Organization can be obtained from WHO Press, World Health Organization, 20 Avenue Appia, 1211 Geneva 27, Switzerland (tel.: +41 22 791 3264; fax: +41 22 791 4857; e-mail: tni.ohw@sredrokoob). Requests for permission to reproduce or translate WHO publications – whether for sale or for noncommercial distribution – should be addressed to WHO Press, at the above address (fax: +41 22 791 4806; e-mail: tni.ohw@snoissimrep).

NCBI Bookshelf. A service of the National Library of Medicine, National Institutes of Health.