What To Do When Something’s Not Right With Your Wheelchair System

By Kelly Waugh, PT, MAPT | Clinical Advisor, Kalogon

If you’re a wheelchair user (or thinking about getting a wheelchair) and something doesn’t feel right – whether it’s new pain, posture issues, discomfort, or concerns about your skin health – you’re not alone. And you don’t have to figure it out on your own.

Many people assume that once they receive a new wheelchair or seating system, they’re stuck with it until it’s time for a full replacement – often five years later. But that’s simply not true. There are options. And knowing your rights and resources is the first step toward getting the right solution.

Here’s what you need to know.

You’re Not Stuck With Discomfort

It’s a common misconception: “I got this wheelchair a year ago – now I’m in pain, but I probably have to wait four more years to get something new.” In reality, most insurance providers allow for replacement or adjustment of individual wheelchair components, like seat cushions and backrests, every 2 to 3 years. Even small adjustments like changing the seat depth, back angle, or footrest height can make a big difference.

If you're experiencing pain, pressure sores, posture issues, or decreased function, something can often be done – you just need the right team to help you.

Think of Your Wheelchair Team Like a Medical Team

Just like having a trusted primary care doctor makes it easier to manage your health, having a go-to wheelchair evaluation team makes it easier to address seating and mobility problems as they come up.

Your original evaluation team probably included:

1. A clinician – typically a Physical Therapist (PT) or Occupational Therapist (OT), who understands the clinical and functional aspects of your seating needs.

2. An ATP or SMS-certified wheelchair supplier – that is, an Assistive Technology Professional (ATP) or a Seating and Mobility Specialist (SMS). These are credentialed professionals who specialize in assessing and recommending complex rehab technology like wheelchairs and seating systems.

Even if time has passed since your last fitting, that team (or a new one) can help you figure out what’s wrong and what needs to change.

So, What Should You Do If You’re Having a Problem?

1. Recognize the issue isn’t just a “repair.”

If your concern is pain, posture, skin health, or any other clinical issue it’s about reassessing your setup. That requires clinical insight, not just technical troubleshooting.

2. Go back to your evaluating team.

If you liked the therapist and supplier you originally worked with, start there. Contact the clinician (PT, OT, or physician), or call the wheelchair vendor and specifically request an appointment with the ATP or SMS-certified supplier – not a technician.

3. If you need a new team, that’s okay.

You have the right to choose your providers. If your original team isn’t available (or you weren’t satisfied with the support) use resources like RESNA’s directory to find an ATP or SMS-certified supplier and a therapist experienced in wheelchair seating.

RESNA stands for the Rehabilitation Engineering and Assistive Technology Society of North America. It’s the professional organization that certifies ATPs and SMSs. Their directory allows you to search for certified professionals in your area, helping ensure you're working with someone qualified in complex rehab and assistive technology.

What to Look For in a Good Team

When seeking support for a wheelchair or seating issue, here are some key characteristics to look for:

Your Therapist Should:

• Have experience or certification (ATP/SMS) in wheelchair seating and mobility

• Ask a lot of questions to ensure they understand your seating goals and priorities

• Advocate for your needs throughout the process

• Be willing to see you more than once, if needed

• Suggest trials of products before final recommendations

• Listen and treat you with respect

Your ATP/Supplier Should:

• Be certified (ATP or SMS)

• Be willing to participate in fittings and deliveries

• Offer product trials and follow-ups

• Have time to assess your individual needs

• Listen and treat you with respect

What If You Accidentally Call the Wrong Person?

If you call the complex rehabilitation supplier and don’t specifically ask for an appointment with an ATP, you might be scheduled with a technician. Technicians are great for installs, repairs and troubleshooting mechanical issues, but they are not the ones who should evaluate and solve clinical seating issues.

Empower Yourself With Knowledge

A great tool to help you understand the wheelchair and seating process is the My Wheelchair Guide app (developed by United Spinal Association in collaboration with the University of Pittsburgh). It offers:

• A step-by-step guide to the wheelchair selection process

• Self-assessments to identify your specific challenges

• Basic information on cushion and backrest options

• Links to certified providers in your area

Final Takeaways

If you’re dealing with pain, posture changes, skin issues, or a general feeling that something isn’t working right, don’t wait it out. Reach out to the right professionals and treat the situation like you would a full wheelchair evaluation.

You have a say in who’s on your team – and your comfort, health, and independence depend on choosing people who are qualified and ready to support you.

Have questions about Kalogon’s adaptive seating technology?

We’re always happy to talk through options and guide you toward the right resources. Contact us today.