I have heard that the way my oxygen is delivered will change. Please could you tell me more about this?
In June 2004 the Department of Health announced plans to modernise the domiciliary oxygen service in England and Wales.
The new service means that you will only have one supplier for all your oxygen needs – Vitalair, part of BOC Medical, will take full responsibility for your oxygen supply and will also provide and maintain all your oxygen equipment. We will ensure that you have round-the-clock access to expert advice and support in making the best use of the latest oxygen equipment.
How will the changes benefit me?
Vitalair may be able to give you more modern equipment that is better suited to your needs and which may help improve your quality of life. As part of the new service, you may be provided with lighter weight cylinders, quieter more reliable concentrators or portable systems that allow greater mobility and independence.
What is Vitalair?
Vitalair is part of BOC Medical; a leading global supplier of medical gases. BOC used to be called “British Oxygen” and has been supplying medical oxygen in the UK for over 100 years.
More details about the Vitalair service will be provided in a handbook which you will receive when your new oxygen equipment is installed.
When will the new service begin?
The new service started on February 1st 2006
Which areas will Vitalair cover?
Vitalair is contracted to provide this service across the following regions:
How will the new service work?
From 1st February 2006, your prescription will be known as a home oxygen order form. If you currently use a concentrator, then you will not need a new oxygen order form, as we already have your details. We will visit you in the near future to either service you existing concentrator or replace it with a new one.
If you currently use cylinders then your GP or hospital doctor will need to order your oxygen from Vitalair. When Vitalair has received the order form we will advise you of the planned date of installation of your new oxygen equipment and deliver your oxygen equipment directly to your home. This may take a few weeks during which you should continue to get cylinders from your local pharmacist as normal. Once we have started to supply your cylinders you will not need to ask for repeat order forms each time you need a new cylinder. Vitalair will continue to deliver your oxygen requirements until your needs change.
What if my needs change?
Your GP or hospital doctor will refer you to a specialist healthcare team in the hospital who will assess your condition. This team will arrange for a new home oxygen order form to be sent to Vitalair. When we have received the new order form we will advise you of the planned date of installation of your new oxygen equipment.
Who will deliver my oxygen?
One of our Patient Service Representatives will install your oxygen equipment and make sure that you are comfortable using the equipment. We will be employing many of the staff currently involved in the service so it’s probable that your representative will remain unchanged.
Will my local pharmacist still be able to deliver my oxygen?
Yes, until the 1st August 2006. During this transition period it will still be possible for cylinders to be delivered from your local pharmacy. When the new service has bedded in, pharmacists will cease to supply oxygen.
It is still important that you return your empty cylinders back to the pharmacist who originally delivered them. Your local pharmacist will still be able to offer advice as they do on many other pharmacy-related issues.
What do I do now?
If you require oxygen cylinders and you do not have a prescription, you will need to visit your GP to obtain a Home Oxygen Order Form. When Vitalair has received the order form we will advise you of the planned date of installation of your new oxygen equipment and deliver your oxygen equipment directly to your home. This may take a few weeks during which you should continue to get cylinders from your local pharmacist as normal.
If you have a prescription dated prior to February 1st 2006, then your pharmacist should still be able to provide you with oxygen against this prescription. The next time you require oxygen you will need to obtain a Home Oxygen Order Form from your GP or hospital doctor.
What if I want to go on holiday?
Under the new arrangements, oxygen will be provided to all holiday destinations across England & Wales, free of charge. But you will need your doctor to fill in a separate oxygen order form for it. If you wish to travel abroad, then charges will apply. Please contact our Patient Advisors who can help you plan your travel arrangements. Alternatively visit the holiday and travel section of this website.
How do I contact Vitalair?
From 1st February 2006, our Patient Advisors are ready to help you 24 hours a day, 7 days a week on free-phone 0800 136 603.
If you need urgent medical advice then you should either contact your GP, phone NHS Direct (0845 46 47) or dial 999 for an ambulance.
What equipment is available?
Vitalair can provide a variety of versatile and reliable home oxygen systems. For patients with many different needs:
Please click on ‘What equipment is available?’ for more information.
How quickly can I expect a delivery from Vitalair?
BOC has introduced the latest scheduling software which will predict your usage patterns. We will therefore be able to deliver oxygen in a regular, set pattern such as every Wednesday or every Friday. Our standard response time is 3 days.
Until we have built up your usage patterns, we are asking all patients to check how much gas they are using and to contact us to order a replenishment cylinder well in advance.
What do I do in an emergency?
If you need oxygen urgently, please contact Vitalair on 0800 136 603 and one of our Patient Service Representatives will be able to respond within 4 hours.
If you need urgent medical advice then you should either contact your GP, phone NHS Direct (0845 46 47) or dial 999 for an ambulance.
Do you provide specialist equipment for babies?
We can provide two different types of low flow meters which are compatible with both concentrators and standard portable cylinders. Your GP or hospital doctor will advise which flow rate is best for your baby and we will deliver the necessary equipment.
Do you provide masks and cannulae?
Yes. We can provide a wide variety of facemasks suitable for both adults and babies depending upon your prescription requirements. Just ask your Patient Service Representative (PSR) for a replacement or contact the Vitalair team on 0800 136 603.
My daughter requires oxygen and wants to return to school. Can you deliver oxygen to her local school?
Yes. You will need to ask your GP or hospital doctor to complete a Home Oxygen Order Form detailing the school address and oxygen requirements. When Vitalair receive the form, arrangements will be made to deliver oxygen equipment to your daughter’s school. It is essential that you inform your school of your daughter’s requirements and ensure that a member of staff is familiar with the equipment. Our Patient Service Representative will be able to provide the necessary training.
I struggle to carry my portable cylinder. Is there anything light I can use?
We can supply a lightweight cylinder which weighs just 2.7kg when full. We also provide a carry bag free of charge to help you go out and about more easily.
What should I do with the old cylinders which my pharmacist delivered?
We are asking all patients to return their empty cylinders to the pharmacy which originally supplied them or to contact the pharmacy direct, who should collect them from your home. Cylinders supplied by pharmacies MUST find their way back to the original pharmacy that supplied them in order for the pharmacist to settle his accounts with his cylinder supplier.