Quattron make the support cushions, Herrad has been waiting since APRIL 2 ! Agis approved it, now Quattron causes longer delays

The Netherlands insurance company AGIS responded to letters of complaint regarding Herrad's much needed support cushions, and now the supplier, Quattron gives Herrad, a bed-bound MS sufferer the run around on the phone not giving her answers on just when the cushions would be completed and delivered.

Herrad was told she would receive a call from Quattron after Agis contacted them. (the communication between insurance, AGIS and cushion maker Quattron lacks, and as a result Herrad, the one laying in bed in need suffered the fall-out and continues to suffer) The call never happened.

Here's what Herrad wrote today, after her and Richie, her husband and carer recently went outside to the market, had a accident in the wheelchair in which Herrad fell out into the street, both are quite shaken up. The company that repairs the wheelchair came and fixed the bent tray immediately.

In Herrad's words


"What a week, tumbling out of the wheelchair, that has shaken us both up alot, guess we will have to get over our shock and get back outside.


Then getting calls from Agis, out health insurance Company, because of letters of complaint received, unhappy that I have been waiting for the support cushions since February.


Agis called Quattron, the supplier, who told them they would call me on Thursday to make an appointment to deliver the cushions.


They did not, when I called them on Friday, they denied that they had agreed to call me; they could tell me nothing, nor would they give me an appointment.

Then I received an e-mail from Johanneke, my occupational therapist, informing me that Quattron had called her and told her they would deliver on 24th June.


Amazing they could call her, but not me, not even an e –mail, once the support cushions are here I hope that I no longer have to deal with them.


They seem to not care about their customers, at least that is the impression they have given me, this was amplified by the total disinterest of whoever I spoke to on Friday at Quattron.


Welzorg on the other hand were great, they sent someone out on Friday afternoon, who straightened the bent support for the wheelchair, which meant I can use the wheelchair.

Brilliant response from Welzorg, I was very happy to thank them for their help, support, they really impressed me, not so Quattron, I hope they become more customer orientated soon."


Yes, indeed.

In fact, Quattron and Agis need to send representatives with the cushions to Herrad's home and give her an in person apology, and make that before June 24, 2011.

Herrad is one example of the world wide problem of the lack of patient-centered care in the healthcare system. Patients should not have to rely heavily upon themselves to advocate the way Herrad has done, in their fragile physical time of need.

In fact, Herrad's voice is ALL she has left that works, and thankfully she can speak! She has friends around the world advocating for these cushions and she still doesn't have them.

Time is of the essence Quattron, shame on you and Agis for allowing this to progress this way.