ALLIED
OXYCARE
Many people write to On Your
Behalf about problems with companies, incorrect bills, bad service
or difficulty getting through to talk to someone about it.
On Your Behalf heard from a Londonderry woman whose problem is with
all of those things, but the product is a life saving one –
oxygen.
Now Lyn can’t tell
us the problem because she’s had her voice box removed because
of a malignant tumour. She’s also a chronic asthmatic and
needs a supply of oxygen
24 hours a day. It’s supplied by a company called Allied Oxycare
Lyn calls this supply of oxygen her life line and as her husband
Jim explained, the main problem is how they pay for the electricity
that drives the machine.
On Your Behalf contacts Allied Oxycare and asked them why Lyn and
her husband have to wait so long for payment – they told us
The vast majority of patients opt to pay NIE direct for the electricity
used by the machine.
This means the patient’s electricity account can be credited
automatically. This
patient unfortunately does not use this system, and therefore an
electricity cheque is issued by Oxycare based on a meter reading
from the machine. The cheque is issued from our accounts at the
end of the month when the patient accounts are finalised, and before
we have been reimbursed by the health authority. We expect to issue
payments quarterly.
There are situations when it is possible that a cheque will not
be received for 6 weeks from the date of a service, for example,
if a service visit occurs in the first week of the month.
This is unfortunate, and has been discussed with the health authorities,
but at this time, when patients’ accounts are required to
be submitted monthly, it is not possible to amend it for the small
number of patients who do not receive electricity payments via direct
transfer.
We provide respiratory therapy for approximately 1600 patients in
Northern Ireland, and we are concerned that a patient’s service
has not been to the high standards we operate. We have asked a senior
customer service manager to look into this situation and ensure
that it is resolved immediately.So we’re hopeful that the
situation will be dealt with and quickly.
Oxycare
01902 794800 and ask for customer services.
|
|
|
|
