How the Service Works
The Surrey Heartlands Appliance Prescription Management Service is responsible for the prescription and ordering of all stoma, catheter and/or transanal irrigation products for people living in the areas covered by the Surrey Heartlands Integrated Care Board. Stoma, catheter and/or transanal irrigation products include all products, accessories and associated additional products (for example, barrier spray, and adhesive remover).
How to order your prescriptions
Step One
In line with your preferences either one of our service advisers will contact you by telephone, or you can call us on 0800 138 8630, email us at prescriptionservice.bhg@nhs.net or you can order online.
Step Two
You will need to let us know how much product you still have. We will ask you some health and product related questions to ensure your products are meeting your needs. If you are experiencing any stoma, catheter and/or transanal irrigation related issues we may ask your nurse to contact you.
Step Three
The service adviser will place your prescription request and arrange for your prescription to be sent to a dispenser of your choice, for example, a dispensing appliance contractor (you may know this as a home delivery company), dispensing doctor or a local pharmacy. We will ensure all prescriptions are sent to your dispenser within 2 days, but often this will be quicker. Alternatively, it can be sent to your home address; however, you will then be responsible for taking the prescription to the dispenser (for example, community pharmacy). If we send your prescription to your dispenser of choice, they will be responsible for delivering your products within a week of receiving your prescription. If you need a product urgently, we can help arrange this with your dispenser.
Our service is regulated by the Care Quality Commission (CQC), so you can be sure that you are getting the best quality and level of care. The CQC regulate all health and social-care services. They monitor the quality and safety of health care in hospitals, dentists, ambulances and care homes, and the care given in people’s own homes. For more information on the CQC, visit their website at www.cqc.org.uk
Emergency supplies
If you are in urgent need of any products, phone us on 0800 138 8630 and we will arrange for an emergency prescription to be issued.
