In emergency circumstances we are able to install equipment on the next calendar day or within 4 hours from receipt of order. In these cases it is extremely important that there is a plan for the patient and any family support to be available for delivery and training.

• Where a patient is unable to obtain oxygen from their primary oxygen equipment i.e. their concentrator they will need to switch to using their back up cylinder.
• The patient should then contact the Customer Service Team on 0800 136 603 and explain what the problem is.
• They will then give the patient advice on how to fix the problem, or if this is not possible, they will contact the Patient Service Team to arrange for a Patient Service Representative (PSR) to visit the patient within 4 hours.

If for some reason the patient has used all their cylinders or liquid oxygen supplies they should contact Vitalair on 0800 136 603 to arrange an emergency delivery. One of our Patient Service Representatives will respond within 4 hours.