FAQ

Q: I have not received my Healthcare Professionals (HCP) Survey where can I locate one?

A: If you have not received your Healthcare Professionals (HCP) Survey then please click on https://www.baywater.co.uk/clinicians-commissioners/our-therapies/oxygen to download the form and follow the instructions on the form to send.

Q: If a patient wants to travel abroad, what is required?

A: If patients are travelling abroad, they need to arrange for oxygen supplies themselves. A number of patients contact Baywater Healthcare before they travel on holiday abroad. We always advise patients to seek medical advice from their Healthcare Professional before travelling.

If your patient is going on holiday abroad and requires oxygen supplies, they can call us to help organise their requirements for travelling to or at their overseas destination. We can advise of the different sources of information and equipment.

The number to call is our Healthcare Helpline: 0800 373580.

Alternatively, if you have any further questions please get in touch with your regional Nurse Advisers.

If a patient needs oxygen whilst flying they need to call their airline directly. Airlines will not allow patients to take their own oxygen cylinders on board.

Q. What information is required to place a holiday order?

A. If the same equipment is required as at home, the patient can contact the Healthcare Helpline directly to inform us of the details, without the need for you to complete a Home Oxygen Order Form (HOOF). If different equipment is required, you will need to complete the HOOF as usual including prescription details. The following information is required:

  • Full holiday address including postcode.
  • Holiday dates (from – to).
  • Contact name and telephone number.
  • Booking name and reference, where appropriate.

Q. If a patient changes address what is required?

A. If the same equipment is required at the new premises, the patient can simply call our Healthcare Helpline on 0800 373580 to arrange a change of address. If different oxygen equipment is required at the patient’s new address, a new HOOF is needed.

Q. How do I organise removal of oxygen from a patient’s address?

A. Fax a request for removal to 0800 214709 including the patient’s name, address and date of birth, also detailing the reason why the oxygen equipment needs to be removed. This request needs to be signed, dated and clearly state the name and position of the healthcare professional requesting the removal.

Q. If the patient’s oxygen requirements change what do I need to do?

A. Complete a new HOOF as though prescribing the patient’s oxygen for the first time. This is also required for a change from nasal cannulae to mask or vice versa. Each new HOOF supersedes all previous HOOFs for your patient.

Q. Is a new HOOF required for reordering oxygen cylinders?

A. No. Once the original installation has been carried out, the patient can call our Healthcare Helpline on 0800 373580 to reorder oxygen cylinders without a new HOOF being completed.

Q. If an emergency installation cannot be completed because our Healthcare Technician cannot access the property, what do I need to do?

A. Within 24 hours of Baywater Healthcare first receiving the emergency HOOF, simply call us to reschedule the installation. Outside of that 24-hour window, a new emergency HOOF is needed. If unsure, call our Clinicians’ Helpline on 01270 218050.

Q. If I have any queries regarding completing a HOOF who can I call?

A. Our Clinicians’ Helpline can be contacted on 01270 218050 and our staff will be able to help with any questions you may have about ordering oxygen.

Re-Ordering Oxygen Cylinders, Liquid Oxygen or Consumables

To request replacement oxygen cylinders, cannula, mask or consumables, please complete the form below:


If you are requesting a cylinder delivery you can chose a day for your delivery.

We deliver seven days a week.


Please let us know your requirements:

B10 Large Static Cylinder

B10 large static cylinder

Standard Ambulatory Cylinder

Standard ambulatory cylinder

Smaller Ambulatory Cylinder

Smaller ambulatory cylinder
(only available after a professional medical assessment)

Adult Cannula (Curved)
Adult Cannula (Straight)
Adult Mask
Ear Protectors
Paediatric Cannula
Paediatric Mask
Filter for Oxygen concentrator machine
Tender Grips

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