How Our Service Works

The new service started on 1 February 2006.

If a patient received oxygen prior to this date their prescriptions will be known as Home Oxygen Order Forms (HOOF). If the patient currently uses a concentrator; then they will not need a new oxygen order form, as we already have their details. We will visit the patient in the near future to either service their exisiting concentrator or replace it with a new one.

If the patient currently uses cylinders then their GP or hospital doctor will need to order their oxygen from Vitalair. When Vitalair has received the order form we will advise the patient of the planned date of installation and deliver their oxygen equipment directly to the patients home. This may take a few weeks during whcih the patient should continue to get cylinders from their local pharmacist as normal. Once we have started to supply the patients cylinder the patient will not need to ask for repeat order forms each time they need a new cylinder. Vitalair will continue to deliver their oxygen requirements until their needs change.

If they are a new patient (diagnosed post 1 February 2006). If a patient requires oxygen for the first time, then their GP or respiratory specialist will need to complete a Home Oxygen Order Form (HOOF) and fax a copy to Vitalair. When Vitalair has received the order form we will advise the patient of the planned date of installation and deliver their oxygen equipment directly to their home. This will be approximatley 3 days from receipt of the Home Oxygen Order Form (HOOF). The patient will not need to ask for repeat order forms each time they need a new cylinder. Vitalair will continue to deliver their oxygen requirements until their needs change.

A Vitalair Patient Service Representative will install the patients oxygen equipment and make sure that they receive the fullest, easily understood instructions on how to use their equipment.

Service Delivery

Our concentrator service covers every aspect of Long Term Oxygen Therapy, from advice to all the necessary practical help. We visit the patients home to supply, install, maintain and remove the concentrator and associated equipment. We will service the concentrator every 6 months and refund the electricity every 3 months. We can also install outlets in different rooms so that the patient can move freely around their home.

Our Ambulatory Oxygen service covers every aspect of the system, with training on how to use the equipment, advice and the fullest support. Our delivery optimisation systems will monitor the patients usage so that we can predict when oxygen needs to be replenished. This enables our Patient Service Representatives to provide a fast, reliable door to door replenishment service for the cylinder of liquid reservoir.

The majority of our oxygen patients will receive their cylinder deliveries on a regular pattern. We will do this by calculating how many cylinders they will use based on the information provided by their respiratory nurse or doctor.

This information is stored in our computer system and ensures the patient receives a planned visit when they need more oxygen. The patient will find that their deliveries fit into a regular pattern, e.g. every Wednesday or every other week on a Thursday.

The PSR will let the patient know if we need to change this pattern.

If the patient is receiving Short Burst Oxygen Therapy, it is likely that they will be using oxygen more intermittently. Similarly, if they are using back up cylinders (supplied in case of a power failure of concentrator malfunction), it is difficult for Vitalair to predict when a cylinder replacement is needed. Thanks to our dedicated freephone telephone number 0800 136 603, we are always on hand to place orders over the phone. We will discuss delivery times with the patient, so that they can plan their personal commitments with certainty and reassurance.