17Medical. Australia. Gas Agents Manual 2009

Transcription

1 Gas Agents Manual Healthcare Business Organisation Chart BOC Medical: Hospitalcare division Medical Cylinders Medical Gases BOC Gases In The Hospital BOC Homecare (Oxycare and Sleepcare) Oxycare Medical Equipment Oxycare Regulators Pediatric Regulators Oxygen Conservers Cylinder Trolleys Cylinder Carry Bags Oxycare Equipment List Effective at February Frequently Asked Questions Medical Australia

2 A member of the Linde Group 108

3 17.1 Healthcare Business Organisation Chart Healthcare Hospital Care - Hospitals and Institutions Home Care - Patients in the home Major Contracted Companies Clinically supported products Oxycare Sleepcare Devices/Packaging - Equipment and Cylinders Services - Medical Engineering 109

4 17.2 BOC Medical: Hospitalcare division BOC Medical - Hospitalcare division Our aim is to work closely with healthcare professionals, providing clinical leadership in the application of medical gases. Hospitals use BOC Medical products to provide crucial care to their patients in departments such as operating theatres, intensive and general care wards, recovery rooms and emergency services. We provide products to nursing homes, veterinary practices, ambulance services and doctors surgeries. Medical gases are pharmaceutical products and are regulated by the same authorities as other pharmaceuticals; the Therapeutic Goods Administration (TGA) in Australia and Medsafe in New Zealand. Therefore medical gases require high standards of quality control. This level of quality starts at manufacturing and must be maintained throughout the supply chain all the way to our customers. The future Zero Tolerance.. what does it mean? A Zero Tolerance to Medical Gas Quality & Safety failures needs to be exercised by all BOC staff members and agents that come into contact with medical gases or medical customers. Having an absolute Zero Tolerance means that our customers get the highest quality pharmaceutical grade products every single time, 100% of the time when they most need them. Our customers are anyone who s in need of critical life saving medical gases in hospitals. 110

5 17.3 Medical Cylinders Some specific types of medical gas cylinder valves utilise a pin indexing system to prevent cross connection of gases which aides the protection of our customer s patients. Please refer to the table below for more details. 111

6 17.3 Medical Cylinders (continued) 112

7 17.4 Medical Gases Medical gases have specific medical equipment requirements. Some medical gases require a licence or Medical Practitioner authorisation refer to the section About Quality and Regulatory Affairs below. Medical gases are supplied in specific cylinder sizes, C, D, E and G. They are also supplied in cylinder packs F8, F9 and MAN15. Please note that packs are not available to all customers, you should refer to your medical account manager in the first instance if packs are required by a customer. Medical Oxygen can be supplied in bulk liquid installations; these installations are managed centrally by BOC however some customers with bulk installation require cylinders or packs as emergency back-up which is where Gas Agents may become involved. About Quality and Regulatory Affairs (QRA) function within Healthcare business The healthcare environment is in a state of constant change and is becoming more and more highly regulated. Regulatory affairs and quality assurance is an integral part of the BOC Medical business. This function ensures that BOC Medical is considered by customers and regulators, as a high quality medical supplier in the market place. The company has a commitment to patient safety and increasing expectations of healthcare professionals and government authorities. Regulatory requirements for medical gases Medical gases are pharmaceutical products and are regulated by the same authorities as other pharmaceuticals; the Therapeutic Goods Administration (TGA) in Australia. Medical gases must be registered with the TGA and manufactured and distributed under a strict regime of Good Manufacturing Practice (GMP) guidelines. In addition to the Federal government requirements for registration and manufacture of pharmaceutical products there are state regulations for wholesaling and distribution of scheduled products (e.g. drugs). Regulatory requirements for Medical Nitrous Oxide and Entonox (50% oxygen and 50% nitrous oxide) The supply of Medical Nitrous Oxide and Entonox (both Schedule 4 drugs) are governed by the relevant State legislation. For you to act as a wholesaler on our behalf, depending on your state, you may be required to have a licence issued by your relevant State Health Department. Currently, the licence arrangements in each State are as follows (Australia only): State Licence Holder Premises QLD BOC Ltd Your business name and premises address NSW BOC Ltd Your premises address VIC Your business name Your premises address SA Your business name Your premises address TAS BOC Ltd Your business name and premises address WA BOC Ltd Your premises NT BOC Ltd Your premises ACT BOC Ltd Your premises BOC will apply and acquire a licence on behalf of those gas agents who are required to sell Medical Nitrous Oxide and Entonox. Once your premises are approved you will receive the original (or a signed copy) of the licence to wholesale Scheduled drugs. When you receive this licence, it is important to display it behind your counter. As a licensed wholesaler of Nitrous Oxide and Entonox you are bound by the legal requirements of your State Health Department which is detailed below in general Requirements for Supply of Nitrous Oxide and Entonox. Note: It is essential that these requirements are met to avoid litigation. General requirements for supply of Nitrous Oxide and Entonox The licence: is not transferable if you move premises should be displayed at your premises Storage requirements: Medical Nitrous Oxide and Entonox must be stored away from public access in a clean lockable room cage or storage unit. Access to the storage area must be limited to authorised employees only. 113

8 17.4 Medical gases (continued) 17.5 BOC Gases In The Hospital Accounting and invoicing Scheduled substances supplied by wholesale are to be invoiced in the licensed company/trading name. The invoices must be retained at premises and available for audit by state authorities. Persons authorised to order and possess Nitrous Oxide and Entonox It is essential that you check the identity of the person acquiring these products, particularly if you cannot access the client account that will verify that the person is permitted to obtain these products. Please refer to previous page for general requirements for supply of Nitrous Oxide and Entonox. All States Medical practitioner, pharmacist, dentist, veterinary surgeon Hospitals/Nursing homes Medical Superintendent Director of Nursing Pharmacist in charge of the hospital dispensary Registered Nurse in Charge Scientifically qualified persons with permit Master of Ships Offences under State Health Act and Regulations It is an offence under the State Health Act and Regulations to: Supply Nitrous Oxide and Entonox without the licence. Supply Nitrous Oxide and Entonox to an unauthorised person. Note: You as a supplier must ensure that the person you are supplying to is authorised to obtain/possess Nitrous Oxide and Entonox. Respiratory Therapy Oxygen, Medical Air, CO 2, Lung Diffusion mix, cylinder trucks and carts, Scientific Regulators, Research Gases Cardiology Blood Gas Mixtures, Helium, Calibration Gases, Oxygen Cylinder Storage Manifolds, Cylinders, Cylinder trucks and carts, Medical Regulators Liquid Oxygen BOC supplies many parts of the hospital with Liquid Oxygen, cylinders are still required within the hospital for mobility and ease of use Radiology Liquid Helium MRI, Liquid Nitrogen MRI, Storage Vessels, Oxygen Ambulance Oxygen, Medical Air, Entonox Gift Shop Helium (balloon gas) Clinical Laboratory CO 2, Liquid Nitrogen, Calibration Gases Post Op-Recovery Oxygen, Medical Air, Heliox In Vitro Fertilisation Liquid Nitrogen, Cryogenic Storage Equipment Blood Bank Vial, straw and blood bag sample storage Operating Room Oxygen, CO 2, Nitrogen, Laser Gases, Nitrous Oxide Intensive Care Oxygen, Medical Air Quality Testing Service, Heliox Biomedical Engineering Calibration Gases Central Stores/Services Sterilant Gas, Envirosols Day Surgery/Clinic Liquid Nitrogen, Dewars, Cryogen 114

9 17.6 BOC Homecare (Oxycare and Sleepcare) BOC Homecare is leading the way in moving quality healthcare from the hospital to more comfortable and affordable settings above all to patients own homes. Our approach harnesses innovations in technology and care models alike, supporting patients with the highest standards of clinical care and expertise in their home surroundings to achieve the maximum outcome for all concerned. The future Looking forward, homecare will have a rapidly growing role to play as healthcare systems adapt to changing needs. We will continue making a major contribution to this vital, evolving field. BOC Oxycare Covers service needs for a customer requiring oxygen therapy in the home. This includes organising delivery and installation of the equipment through to providing information and technical support. We have been supplying oxygen in the home for many years and we have built up a great deal of expertise in this area. BOC will only supply home oxygen therapy when the patient presents a doctor s prescription. This information is held confidentially by BOC. Oxycare Our Home Oxygen Business Oxycare provides services to two major patient groups: A. Government Funded Patients. B. Privately Funded Patients. A. Government funded patients are those patients whose oxygen needs, either partially or fully, are funded by a government agency. This funding is controlled by a local government agency. Eligibility for funding and funding amounts varies from state to state. In all of these cases, these agencies have placed restrictions on which product, quantity and frequency of supply is allowed for these customers. Please contact the Customer Service Healthcare team on for confirmation prior to supply. If they do not have a BOC account set up, please refer them to the Customer Service Healthcare team on who will check their doctor s prescription and specifically confirm and enter their doctor s approved oxygen flow rate as well as the funding body purchase order number into the BOC database. B. Privately funded patients are those patients who are required to pay for all or part of their oxygen needs. If they do not have a BOC account set up, please refer or allow them to contact the Customer Service Healthcare Team on in Australia.We will confirm their doctor s prescription and enter the details of their doctor s approved oxygen flow rate into our database. Please contact the Customer Service Healthcare team on in Australia. If they do not have a BOC account set up, please refer them to the Customer Service Healthcare team on Services to our Patients Education and Set Up Where available call to confirm areas covered. Oxycare provides face-to-face training by a Home Therapy Service Provider with the user of the oxygen. This provides a level of comfort and confidence for the user of the oxygen and their family. Training includes Oxygen Safety, use of the equipment, troubleshooting, and importance of complying with the doctor s prescription. Customer Service and Support Our Customer Service Centre offers a comprehensive service to customers during normal working hours. Our dedicated Oxycare Customer Service Team receives extensive training in the requirements of the Home Oxygen Market and takes care of customer needs, from taking orders, to providing product information and trouble shooting. The Customer Service team can be contacted on For emergencies we are contactable 24 hours a day, 365 days a year call Equipment Technology and Servicing Once in use, our oxygen concentrators are fully serviced in accordance with the manufacturer s recommendations and relevant Australian Standards. As a minimum this equipment is serviced subsequent to every return from the patient. This includes a full functionality check including the Oxygen purity and pressure. Other equipment such as masks, cannulas and oxygen tubing are disposable and must be discarded if returned opened or soiled. Products in unopened packaging may be returned to BOC. 115

10 17.6 BOC Homecare (Oxycare and Sleepcare) (continued) Accessibility and Delivery At Oxycare we essentially classify our customers into three distinct regions, Metropolitan, Regional and Remote. From these regions we then have a range of delivery options which are briefly described in the following paragraphs. Metropolitan Within metropolitan areas concentrators, cylinders and associated equipment are delivered directly to the patient s home. For ongoing Oxygen supply needs, patients can contact Customer Service Centre on to organise a delivery (additional fees may apply), or attend any BOC Gas & Gear outlet to swap empty cylinders for full ones. Regional Areas Generally concentrators and cylinders are initially delivered directly to the patient s home. For ongoing supply needs patients can either ring our Customer Service Centre to organise a delivery (additional fees may apply), or attend any of the BOC Gas Agents in our extensive network to swap empty cylinders for full ones. Remote Areas Generally concentrators and cylinders are initially delivered directly to the patient s home via a system of courier services. In some instances this may be to a locally arranged location such as a Post Office. In these instances the education of the patient is completed over the phone by our Customer Service Team, resupply is via BOC Gas Agents. Returning Oxycare Equipment ALL Oxycare concentrators, oxygen regulators and oxygen conserving devices must be returned to the Oxycare workshop of your State, prior to being resupplied. It is mandatory that the servicing and cleaning of these medical devices occur before being supplied to the next customer. The return of Oxycare equipment through PartnerNet, treat it no differently then you do a BOC Cylinder. If the material code is not loaded to your plant, please ring the Gas Agent Services and ask them to load it; you will need to supply them your Plant number. Please use the relevant TNT Courier account numbers when returning the Oxycare equipment to your State Oxycare Workshop. If you are unfamiliar with the relevant TNT courier account numbers when returning the Oxycare Equipment please contact our Customer Service Centre on for more information. The address in Australia for each State Oxycare Workshop is listed below: NSW/ACT 31 East Street, Lidcombe, 2141 VIC 90 Bell Street, Preston, 3072 QLD 1688 Ipswich Road, Rocklea, 4106 SA/NT 14 Ashwin Parade, Torrensville, 5031 WA Baile Road, Canning Vale, 6155 TAS Lot 1, 300 Risdon Road, Lutana 7009 Please mark items Attention Oxycare. 116

11 17.7 Oxycare Medical Equipment Respironics Millennium Part No: 403 Kit R Puritan Bennett Companion Part No: 403 Kit A Resperonics EverFlow Part No: 403 Kit R 17.8 Oxycare Regulators Comweld O Series Oxygen Regulator Stationary Part No: 401 Kit B Amvex Oxygen Regulator Portable Part No: 401 Kit C Eerie Oxygen Regulator Portable Part No: 401 Kit C 17.9 Pediatric Regulators Mallinckrodt Eerie Oxygen Regulator Part No: 401 Kit H Oxygen Regulator Part No: 401 Kit HB Oxygen Regulator Part No: 401 Kit H Oxygen Regulator Part No: 401 Kit HB 117

12 17.10 Oxygen Conservers Oxygen Conserving Device CR50 Part No: 401 Kit E Oxygen Conserving Device Western Electronic Part No: 401 Kit E Oxygen Conserving Device Impulse Elite Electronic Part No: 401 Kit E Oxygen Conserving Device O2Express Part No: 401 Kit E Cylinder Trolleys Cylinder Carry Bags C/D Cylinder Part No: 401 Kit F E Cylinder Part No: 401 Kit FE C/D Cylinder Carry Bag Part No: 401 Kit S C Cylinder Travel Bag Part No: 401 Kit T 118

13 17.13 Oxycare Equipment List Effective at February 2008 australia only SUBJECT TO CHANGE WITHOUT NOTIFICATION Product CONCENTRATOR PORTABLE Combined Regulators and Flowmeters Rental Material Code Resale Material Code Description Unit Of Measure 403KITR Not applicable Oxygen Concentrator 0 5 lpm EA 403KITR Everflo Oxygen Concentrator 0 5 lpm EA 401KITC GR25870 Pin Index Regulator/Flowmeter 0 25 lpm EA 401KITC Not applicable Oxycare Pin Index Regulator/Flowmeter Eerie 0 25 lpm EA 401KITH GR04870Y Pin Index Paediatric Reg/Flow 0 3 lpm EA STATIONARY Regulators/Flowmeter 401KITB GR25BN0 Oxygen Reg/Flow Series-O B/N, 0 25 lpm EA 401KITHB GR4BN0Y Paediatric Regulator/Flowmeter Bullnose 0 3 lpm EA Regulator Oxygen Regulator O Series Oxygen Bullnose EA Oxygen Regulator O Series Oxygen Yoke EA Flowmeter Oxygen Flowmeter Oxygen 0 15 lpm (Standard Flow) EA Oxygen Flowmeter, Oxygen, 2.5 lpm (Paediatric) EA CONSERVING DEVICES CONSUMABLES C CYLINDER BAGS CYLINDER TROLLEYS 401KITE N/A I Mpulse Elite Electronic Oxygen Conserving Device EA 401KITE SL8512 O2xpress Pneumatic Oxygen Conserving EA P-224 Oxycare Oxymizer Pendant Disposable Cannula EA ER Oxycare Key Wheel Size Cylinder EA Accessories Bodok Seals (1ea = Pkt 10) EA SL1220A Oxygen Tubing Swivel Connector EA SL1016 E-Z Wrap Cannula Comfort EA NOZO-15 Nozoil Nasal Tissue Treatment EA SL1600 Adult Cannula And Tubing EA SL1601 Infant Cannula EA SL1602 Paediatric Cannula And Tubing EA SL4807 Dual Lumen Cannula, 7 ft EA SL2002 Oxygen Extension Tubing, 2 m EA SL2030 Oxygen Extension Tubing, 9.1 m EA 401KITT AL123 Airline Travel Bag EA AL126 Backpack Bag EA AL142 Wheelchair Bag EA 401KITS AL90 Shoulder Bag EA 401KITF JGMEDCD Medical C/D Size Aluminium EA 401KITFE JGMEDE Medical E Size Steel EA 119

14 17.14 Frequently Asked Questions Opening a Medical Account: If a customer who does not yet hold a BOC Homecare account with BOC Ltd is enquiring on how to go about opening an account, they should be referred to the Oxycare Customer service team on Prior to referring a customer, they will need to have the following information: Full name of patient or person using the oxygen. Address and phone number. Flow rate (number of litres per minute this may be obtained only from a medical practitioner). Number of hours per day Oxygen is required (this also can only be obtained from a medical practitioner). Equipment required (CSC staff will be able to advise on the cheapest option for the customer using the information above). Next of kin. Prescription. NOTE: BOC Ltd/Gas Agent personnel are not qualified and must NEVER suggest flow rates to the customer. ALWAYS refer them back to their doctor. Q. What do I do with the returned BOC Homecare Equipment dropped off at my site? Equipment such as concentrators, gas regulators should be sent back via TNT to the Oxycare workshop responsible for your state. Please contact Oxycare Customer service for advice. Any other equipment such as masks, tubing can be discarded if opened, or returned to BOC if the packaging is intact. BOC Homecare equipment such as oxygen concentrators and regulators must be serviced prior to being supplied to customer. Usually this servicing is carried out by Homecare Technical Officers. To find out who and how to return the Homecare Equipment, please contact the Oxycare Customer service team on for advice on how to do this. Q. Who do I call if I cannot transact this customer on my plant? Please call Gas Agent Services on and have customer loaded to your plant. Q. Who do I call if errors come up in PartnerNet when entering anything to do with Oxycare? Please call Gas Agent Services on and have the customer loaded to your plant. Q. how do I get reimbursed for Oxycare deliveries? All Oxycare work is reimbursed to the Gas Agent via a separate tax invoice sent to Gas Agent Services, as part of the Homecare service agreement. Q. how do I become a BOC Homecare Home Oxygen Service Provider? BOC Homecare has a service agreement with selected Gas Agents. If you wish to find out more about this agreement please contact the Healthcare Customer Service Team on BOC Sleepcare Our Sleep Therapy Business BOC Sleepcare is a Sleep Therapy service provider. We have been providing Sleep Therapy services since Obstructive Sleep Apnoea (OSA) is a disorder that causes constant breathing disturbances while the sufferer sleeps.patients are referred for Continuous Positive Airway Pressure (CPAP) therapy to treat their OSA. Every case of Obstructive Sleep Apnoea (OSA) is different, so CPAP treatment is tailored to suit their needs. At BOC Sleepcare, we understand that purchasing a Continuous Positive Airway Pressure (CPAP) system can be a somewhat daunting experience and that is why we offer the opportunity to trial the equipment with our independent expertise and one-on-one support. Patients need to make the right decisions the first time around so they can start enjoying a good night s sleep that much sooner. Service Description The Sleepcare Difference Continuous Positive Airway Pressure (CPAP) therapy uses a gentle stream of air to keep the back of the patient s airway comfortably open whilst the patient sleeps. Everyone needs a different configuration of mask, machine and pressure setting to get the best night s sleep. Your BOC therapist will work closely with your customer and their physician to help you receive the best combination of the patient s required therapy. This includes a trial period to ensure the best options are considered, and assistance and follow up is continually provided. BOC Sleepcare offers a wide range of masks, machines and accessories from the world s leading suppliers. To find out more information about where Therapy Services are available in Australia call to confirm areas covered. On the patient s first appointment, following a referral for Continuous Positive Airway Pressure (CPAP) treatment, a Sleepcare Therapist will spend time fitting a mask correctly and answering any questions about Obstructive Sleep Apnoea (OSA) and Continuous Positive Airway Pressure (CPAP) therapy. Assistance and follow up is continually provided to ensure the most suitable Continuous Positive Airway Pressure (CPAP) machine is selected. Different types of machines can be trialled for a set period of time. 120

15 17.14 Frequently asked questions (continued) BOC Sleepcare Our Sleep Therapy Business Customer Service and Support Our dedicated Sleepcare Customer Service Team offers a comprehensive service during normal business hours and the staff receive training in the requirements of Continuous Positive Airway Pressure (CPAP) as well as the equipment. The Sleepcare Customer Service Team can also help you with other services which include everything from placing orders and making patient appointments to product information and troubleshooting. BOC Sleepcare can be contacted on , sleepcare@boc.com or visit our website, Testing BOC Sleepcare is able to facilitate diagnostic testing for obstructive sleep apnoea in locations where physicians believe there is a need for a home test service. Equipment resale BOC Homecare sells a range of homecare equipment and consumables to patients and the healthcare sector; these products are fully supported by an after sales service to look after all customer needs. The range includes all of our Oxycare and Sleepcare products as well as other respiratory devices and consumables that can assist a patient in receiving their medical requirements whilst living at home. 121