When you find a fault with a BOC medical gas cylinder you must report your complaint by informing BOC Healthcare immediately on 0800 111 333. Have the information about the complaint cylinder and your account details to hand as we will ask you the following questions to log the complaint:
Your organisation’s name, address and account number (if known)
The number and type of medical gas cylinders involved in the complaint. Note we will need the individual details of each cylinder involved
The nature of the complaint and any serious consequences which may have arisen
For each faulty medical cylinder, information from the batch label including:
- The medical gas concerned
- The cylinder size – which is the letter code on the label
- The batch number, expiry date and filling date on the small square label on the cylinder
- Cylinder bar code – the 14 digit number under the bar code that has the red border
The name and telephone number of the person who we can phone back if there is any more information we need when investigating the complaint
Whether you wish to receive the investigation report
Make sure you segregate the complaint cylinder(s) so that they do not get lost before we can collect! We will arrange for replacement cylinders to be supplied at the next delivery – when these cylinders are delivered the driver will bring the complaint identification labels with him. These must be attached to the correct cylinders so that we can investigate the complaint.
If the complaint is considered very serious (where the patient was affected by the complaint cylinder) they will be classed as an Incident cylinder. These will normally be collected immediately, to ensure a speedy investigation.
These cylinders should be labeled to prevent them from being inadvertently re-used. Only use tie on labels and do not use sticky labels or write on the side of the cylinder. If you have requested an investigation report, BOC will provide you with the details once investigation has been completed.