This section will aim to answer your main questions and concerns about the oxygen service. Other details can be found in the relevant sections on this website.
Who supplies my oxygen?
Through our homecare technicians, refill drivers and nurse advisors, Air Products will endeavour to provide you with a Home Oxygen Service that ensures your quality of life. We will provide you with the oxygen equipment best suited to your individual needs, delivering to your home and installing any oxygen equipment where necessary. We can offer you access to modern oxygen equipment, advice on holiday services and 24 hour dedicated patient support.
What are Air Products’ responsibilities?
To provide and maintain the best oxygen equipment to suit your needs and to support the advice your doctor or respiratory specialist team gives you to manage your condition.
How do I contact Air Products?
Call our Customer Service Team on +353 (0)1 809 1800, LoCall 1850 240202 (ROI only) or Freephone 0800 328 5875 (Northern Ireland only). You can use these numbers for all enquiries during normal working hours, 8.00am-5.00pm, Monday to Friday. They are available at all other times if you need urgent help. If you need emergency medical advice or help, you should contact your doctor or ring for an ambulance.
Who do I need to contact if my respiratory condition changes?
If you are feeling unwell, or that your current oxygen therapy is no longer helping your condition, please contact your doctor or respiratory specialist for advice. Your prescription settings can only be changed when we receive a written revised prescription.
Note – Never alter your oxygen therapy without consulting your doctor or respiratory specialist. Air Products cannot change your oxygen therapy without a prescription. If you need emergency medical assistance contact your doctor or call 999 for an ambulance.
How are my oxygen requirements assessed?
When you visit your respiratory specialist they will carry out a number of tests to assess your oxygen requirements. This will ensure the oxygen you use is appropriate for your needs.
Is oxygen equipment safe?
Provided that you follow the safety guidelines given, oxygen equipment can be safely used in your home. Please read carefully all the safety advice given on this website.
Oxygen is not explosive but it helps fires burn more fiercely, therefore, the most important advice is to NEVER smoke when using oxygen.
Failure to follow this advice could result in serious harm to yourself, your house or others.
If I do not have a medical card am I entitled to any reimbursement under the drug refund scheme?
All our home oxygen equipment is classified under the drug refund scheme as a medical device. To check your suitability for inclusion on this scheme, contact your local pharmacist or your local HSE PCCC office.
Note
If you are a medical card holder, your oxygen service will be paid for by the Primary, Community & Continuing Care office of your HSE.
How do I order more oxygen?
When you need more oxygen cylinders, you will need to contact our refill line.
Always reorder when you are half way through your stock of oxygen cylinders and/or at least three working days before you need oxygen cylinder replacements.
Call our cylinder message service on 1800 240202. Leave a message with your name, address, phone number and your oxygen cylinder requirements (number and type of oxygen cylinder). One of the Air Products’ technicians will then make contact with you to arrange delivery of your oxygen cylinders.
Please note: calls made to any other number for oxygen refills will not be actioned unless you call 1800 240202.
How quickly will you deliver my oxygen?
A standard cylinder delivery takes 3 working days, providing you are available. This means if you call us to order more oxygen cylinders on a Monday before 5.00pm, we will deliver before the end of Thursday that week. If you order oxygen cylinders on a Thursday before 5.00pm, we will deliver before the end of Tuesday the following week.
For cylinder refills, the standard delivery is 2-3 working days. Please discuss the details with your Air Products’ technician.
How will I identify the Air Products technician?
All Air Products’ technicians carry an identity card. You should ask to see this before you let them into your home. If in doubt, please call the Customer Service Team.
Do not let anyone into your home if you are unsure about their identity.Will the equipment be complicated?
When our homecare technician visits you for the first time you will be shown how to use all the oxygen equipment. They will ensure you are comfortable with using it before they leave. We also provide instructions in your Patient Pack for you to refer to. Please do not hesitate to ask if you have any questions. Our Customer Service Team are here to help if you are unsure or you have forgotten what the Air Products’ Technician said to you.
How qualified are your staff?
All Air Products’ technicians undergo a thorough training programme before they are allowed to make service visits. Some have many years experience of servicing oxygen equipment and helping patients with their needs.
Can I travel while on oxygen?
Yes, many people travel while on oxygen. Please refer to our holiday section.
> Click here for more information
I have been told about an oxygen assessment – what is this?
Some respiratory departments will review those of you who have been prescribed oxygen. The assessment will look at what oxygen you need when carrying out different activities such as sitting and walking. The specialist team will then adjust your flow rate and, where necessary, change your equipment to make sure it is still the most suitable for your condition and lifestyle. They will send us a new prescription if any changes are recommended.
What do I do if I move house?
Please inform us immediately of your new address. If you have a medical card, please contact your PCCC and inform them of your new address and the date that you will be resident in your new home.
Will Air Products listen to my views about the service it offers?
We aim to give patients the best service at all times. We welcome all feedback from patients on your experience. If you would like to comment on our service please contact us on LoCall 1850 240202 (ROI only) or Freephone 0800 328 5875 (Northern Ireland only) or email us at: Email
Alternatively, you may wish to write to us at:
General Manager
Air Products Ireland Limited
18H Rosemount Business Park
Ballycoolin
Dublin 11
Will Air Products service my equipment?
If the HSE rents the equipment on your behalf, we will carry out a service as required. When you are due a service visit, a technician will contact you to arrange a suitable time to call.
If you think you are due a service visit and a technician has not yet made contact with you, please call us on LoCall 1850 240202 (ROI only) or Freephone 0800 328 5875 (Northern Ireland only) and we will arrange for a service technician to call you.
In between these service visits there are a number of simple maintenance steps you need to take, for example, cleaning filters etc.
> Click here for more information
What do I do in a power cut?
When you are first prescribed oxygen you should contact your electricity supplier and let them know that you have been prescribed a home oxygen concentrator. They will then register you for their Priority Support Service. To find out more about this service and download an application form, please visit www.esb.ie (contact details will be stated on your ESB bill) or call Air Products on LoCall 1850 240202 (ROI only).
In the event of an electricity failure, you should switch to your back up cylinder, then contact the ESB, inform them you have medical equipment and request priority reconnection. Please contact us for a replacement if you use your back-up oxygen cylinder.
Contact us by calling: |
+353(0)1 809 1800 LoCall Freephone Monday to Friday |
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| Information about electricity Priority Support Service [PDF, 210 KB] > Priority Support Service |
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