Bladder & Bowel
Service
A Guide for Patients
ReceivingContinence Products
This leaflet contains important information about how to obtain your continence products.
Please read it and keep it safe.
We wish to acknowledge that this leaflet is replicated from North Somerset Bladder and Bowel Service, A Guide for Patients Receiving Continence Products
Starting the home delivery service
- You have been assessed as needing continence pads
- These will be provided by the Bladder and Bowel Service, from Paul Hartmann Ltd, via a company called Whitefield Distribution Ltd.
- You will receive ……………….. weeks’ worth of products
There will be important information in the dispatch note
The dispatch note can be found in the plastic sleeve on one of the boxes and is marked “Documents Included”.
The following information is included:
- Your next expected delivery date
- The “Call Back” telephone number
- Your Patient ID number
- Your pass code
You will need this information to phone to order your next delivery.
How does the Call Back System Work?
By Telephone:
- Contact the call back service by calling 01706 363343
(This is an automatedsystem but if you experience any difficulty in using this service, you will be given the option to leave your details on the answer machine and your next delivery will be activated for you).
- You will be asked to press the “star” (*) key on your telephone. (If your phone does not have a star key, don’t worry). Hold the line and you will be put through to the operator, or the answer phone out of hours.
- Using your telephone keypad, you will be asked to key in your Patient Identification Number followed by your Pass Code. (Remember always to keep your last dispatch note handy with this information).
- You will then be told the date to expect your next delivery.
Own Home Online Activation:
- Browse to the following website –
- You will be given a choice for Own Home or Care Home. Please select own home.
- The next screen will ask for “Own Home Login”. Please enter your Patient Identification Number followed by yourPass Codeand click on the Green Login button.
- The next screen will ask you for a valid email address.
- Please enter your email twice and tick either of the two boxes.
- An email will be sent to your email address with an activation code for you to proceed. Please check your inbox (it may have gone to your spam/ junk account).
- Once the email has been received the next screen you will see is where you will enter the 5 digit activation code.
- The next screen you see should be the Next Delivery page.
- This page includes the information of which products and how many packs, delivery date and current prescription details.
- You will need to pick a delivery date from the list shown (whichever is convenient for you) and click the Activate button and a pop up box will appear, click OK.
Important points for you to remember
- Please contact the “Call-Back” or “Online Activation” service 7 working days before you require your next delivery.
- Do not let your supply of pads run out completely before you “Call-Back” or “Activate Online”.
- You cannot bring forward the next delivery date by using the activation service.
- If you delay in “Calling-Back” for another delivery, your supply will not be cancelled. You will be able to call at anytime within 1 year to obtain a delivery. After that you will need to be re-assessed by your nursing team.
- If your delivery is due on a Bank Holiday the date will be adjusted when calling in for a delivery, remember to allow 7 working days.
- If you wish to change your products you must talk to your assessing team, or the Bladder and Bowel Service.
If you are not going to be in
- Products cannotbe left, unless this has been previously arranged with the Bladder and Bowel Service.
- If you know you are going to be out, please delay your delivery until a day when you know you will be in.
Please do not
- Ask the driver to remove products you have already signed for.
- Tip the driver.
- Ask the driver to alter your delivery.
- Ask the driver to put your delivery away for you.
Please remember to tell the Bladder and Bowel Service if
- You no longer need the pads.
- You are changing your address.
- Your needs change.
The number of products you receive
- You have been allocated a specific number of products per day. This number cannot be exceeded. If you run out of products before your delivery is due, you will need to make your own arrangements to buy additional products.
- If you have too many pads you can simply delay your next delivery by not phoning the “Call-Back” service or “activating online” until 7 working days before you need more pads.
- If your condition alters and your products no longer suit your needs, please contact the Bladder and Bowel Service.
Your Contacts for Advice
- For changes to your product requirements – Bladder and Bowel Service
- For changes of address / contact details – Bladder and Bowel Service
- To request a delivery – Call Back Telephone Number or Online Activation
- Other delivery information / delivery queries– Paul Hartmann
Your personal information
Pad Supply Per Day(Please copy this from your dispatch note)
Bladder and Bowel Service / 0117 3737118
Paul HARTMANN Ltd. / 01706 694755
Call-Back
Telephone Number / 01706 363326
Online Activation /
Your Identification Number
(Please copy this from your dispatch note)
Your Pass Code
(Please copy this from your dispatch note)
Bladder and Bowel Service:
Horfield Health Centre, Lockleaze Road, Horfield, Bristol, BS7 9RR
Enquiries and Appointments: 0117 3737118
Your delivery information
You may wish to use this space to write down when your deliveries are due.
Published: 1st July 2017Next Review Date: 1st July 2020