While compiling the results of this, our 10th wheelchair and scooter survey, we were reminded of the saying, “the more things change, the more they stay the same.” So much has happened since 1994, when we conducted this survey for the first time.

Countless companies have risen and countless have fallen. The home health care industry has faced hardships, such as the Medicare payment cuts of the Balanced Budget Amendment of 1997, and victories, such as the creation of the Advance Beneficiary Notice (ABN) form upgrade provision. The sleep medicine field has exploded, and the Internet and information-technology revolution has changed how many home health care companies do business.

Yet, despite all these changes, the survey results for many key questions have remained remarkably the same. A majority of survey respondents (83% in 1994 and 82.1% in 2003) are still going the extra mile to provide customer follow-up. Likewise, the majority of survey respondents then and now found most of their scooter sales were not reimbursable while most of their wheelchair sales were. And providers both then and now were likely to carry more brands of wheelchairs than scooters.

Where we did see differences was in the reliance on referral sources. Despite more of today’s survey respondents reporting that they advertise direct to customers, they also reported a greater percentage of both their wheelchair and scooter sales as being generated from referral sources than the 1994 respondents had.

What will the future bring? Only time will tell. But with the help of all of the companies that participate each year, Dealer/Provider will be here to track this market segment. We hope you find the following information helpful as you consider your company’s plans in the wheelchair and scooter market.

Wheelchair Statistics by Percentage of Survey Respondents

Types of wheelchairs carried.*	Types of manual chairs carried.*
* Percentages total more than 100% because multiple answers were allowed.

Types of power chairs carried.*	Types of sport/recreational wheelchairs carried.*
* Percentages total more than 100% because multiple answers were allowed.

Number of brands of wheelchairs carried.	Percentage of the respondent’s company’s total sales consisting of wheelchair rentals?

Percentage of the respondent’s company’s total sales consisting of wheelchair sales.

Percentage of the respondent’s company’s total wheelchair sales that is paid by insurance or other third-party payors.

Percentage of the respondent’s company’s wheelchair sales/rentals that is generated from referral sources.

Percentage of the respondent’s company’s wheelchair customers that consists of short-term users (less than 6 months).

Percentage of the respondent’s company’s wheelchair customers that consists of long-term users (more than 6 months).

Percentage of the respondent’s company’s wheelchair customers that have permanent physical disabilities.

Scooter Statistics by Percentage of Survey Respondents Types of scooters carried.*

* Percentages total more than 100% because multiple answers were allowed.

Percentage of the respondent’s company’s scooter customers that consists of long-term users.

What percentage of your scooter customers consists of long-term physically challenged clients?

Percentage of the respondent’s company’s scooter customers consisting of geriatric/ elderly clients.

Percentage of the respondent’s company’s total sales consisting of scooter rentals.

Number of brands of scooters carried.

Percentage of the respondent’s company’s total sales consisting of scooter sales.

Percentage of the respondent’s company’s scooter sales that is reimbursable.

Percentage of the respondent’s company’s scooter sales that is private pay.

Percentage of the respondent’s company’s scooter sales/rentals that is generated from referral sources.

Marketing/Customer Statistics by Percentage of Survey Respondents

81.3% of survey respondents offer mobile repair and/or service of wheelchairs and scooters.

87.9% of survey respondents offer on-site repair and/or service for wheelchairs and scooters.

74.2% of survey respondents’ companies have dedicated floor space for wheelchair/ scooter displays.

68.4% of respondents’ companies promote wheelchairs/ scooters in advertising.

82.1% of survey respondents’ companies provide customer follow-up. Types of follow-up provided.*

Specially trained staff employed by respondents’ companies on a part-time or full-time basis.*

79.8% of respondents’ companies offer in-services for referral sources.

66.7% of respondents’ companies train sales staff to promote accessories/add-ons when selling a wheelchair or scooter.

40.5% of respondents’ companies offer educational and/or informational seminars for wheelchair/ scooter users.

The most important factor respondents consider when deciding which wheelchair and scooter lines to carry.