Healthcare Professionals Common Questions

Common Questions

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

If patients travel abroad, they need to arrange for oxygen supplies themselves. Some 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 oxygen requirements for travelling to or at their overseas destination. We can also provide details of other sources of information and equipment.

Please ask them to contact us using this contact form

Contact Us

or call our Healthcare Helpline on 0800 373 580.

Alternatively, if you have any further questions, please contact your Regional Clinical Adviser.

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.


What information is required to place a holiday/away from home order?

If the same equipment is required as they have 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 destination address, including postcode.
  • Dates (from-to).
  • Contact name and telephone number.
  • Booking name and reference, where appropriate.


If a patient changes their address, what is required?

If the same equipment is required at the new premises, the patient can call our Healthcare Helpline on 0800 373 580 to arrange a change of address. If different oxygen equipment is required at the patient’s new address, a new HOOF is needed.


How do I order oxygen for a patient’s secondary address?

You can order an additional supply of oxygen for a patient’s secondary address by using our Online Portal or the Oxyshop Portal.

Access our Online Portal


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

To send a request for removal, log in to the Online Portal or your Oxyshop Portal.

When using our Online Portal, select ‘Patient Information’, and search for your patient. Once on their profile, select the ‘Removal’ option.

Alternatively, you can send an email to [email protected] from your NHS email address with the request. This request must include the patient’s name, address, date of birth, and why the oxygen equipment needs to be removed. This request needs to clearly state the name and position of the Healthcare Professional requesting the removal.

In the case of a patient passing away, removal can be arranged by using our reorder form or calling the Healthcare Helpline.


Reorder Form


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

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.


Is a new HOOF required for reordering oxygen cylinders?

No. Once the original installation has been carried out, the patient can call our Healthcare Helpline on 0800 373 580 to reorder oxygen cylinders without a new HOOF being completed.


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

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.


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

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.