Reflections on the collapse of NRS Healthcare

In recent weeks, the collapse of NRS Healthcare has created significant uncertainty and disruption for OTs across England and Northern Ireland. As one of the UK’s largest suppliers of community equipment, NRS played a critical role in enabling safe hospital discharge, supporting end-of-life care at home and making it possible for thousands of children, young people and adults to live safely in their own homes. Its sudden liquidation is being felt by occupational therapists, other allied health professionals and, most importantly, the people who rely on our services every day. 

Community equipment services are the quiet backbone of the health and care system. The UK Government’s new 10-Year Health Plan envisions shifting more care into communities – an ambition impossible without resilient, well-funded equipment provision. This disruption is more than an operational hiccup: it poses real risks to safety, dignity and wellbeing and could undermine wider reforms. 

To paraphrase what one OT in social care told us this week: ‘This has awakened an understanding of the role of community equipment services – from a traditionally ‘Cinderella’ service to one that is pivotal to maintaining the health and social care system.’ 

What we’re hearing 

After news had broken of the collapse, we organised two extraordinary Leadership Café sessions to speak directly with members about how the crisis is playing out on the ground. The insights our members shared have been deeply concerning, while also being encouraging in terms of how OTs are coming together to manage this crisis.  

We’re already hearing that delayed discharges are inevitable for many. While most services have transitioned to a new provider, we’re hearing that in the coming weeks only the most urgent needs will be met. For many people, this raises the risk of deconditioning and loss of function, as well as a decline in quality of life. We’re deeply concerned for those who may not receive the equipment or support they need and the impact this will have on their dignity, independence and wellbeing. Services are managing with depleted stock, and vital equipment is not being collected and recycled back into the system. Additional questions remain over who will take responsibility for maintenance and repair delays – for example, for critical items such as pressure care mattresses. 

Some members say they’re worried about being able to fulfil their professional, legal and ethical responsibilities. Others are concerned about pressures from their multi-disciplinary teams, worrying that they’ll be blamed for delays.   

All of this means increased caseloads and complexity. OTs are already reassessing, reprioritising and problem solving without standard solutions. What stands out most is the extraordinary professionalism, agility and compassion of OTs working in these conditions. They’re redesigning discharge pathways overnight, sharing stock between boroughs, setting up temporary hubs and finding safe alternatives - often in the face of incomplete information and stretched resources. As was the case during the Covid pandemic, OTs are stepping up when faced with a huge challenge.