Top 10 Points to consider when working with Hertfordshire Equipment Service:

  1. Phones: we appreciate that this is an issue. The preferred method of communication is via the HES enquiries e-mail . Only call if your enquiry is urgent, please check ELMS for an update first.
  1. Elms Logons: The existing passwords were carried over from CEquip,. Please e-mail if an issue presents itself. A special e-mail for Elms related issues is being set up and once Serco confirm that this is active it will be circulated.
  1. Elms: Comments regarding Elms ease of use: If you’re struggling then please speak firstly to your Elms Champion or a colleague. Orders can be corrected up until the time HES staff print the order for delivery so please don’t be too scared to put that order on!
  1. Using Elms for the first time: once you log in you will need to fill out a short questionnaire. You only need to do this once, but it is designed to capture valuable information regarding who authorises orders which will enable us to set up online authorisation. Please complete this: it will only take 5 minutes or so and we won’t then be asking you to complete it every time you log on and you can then go on to use the system without interruption!
  1. Faxes: Do not fax order unless they relate to the ordering of a bed or bed package. Elms is the only mechanism to order equipment from HES.
  1. If you have a concern about the ordering and delivery of equipment, please ensure that you have checked all records of the request are correct before escalating them as a care management concern to HES. If the response is not satisfactory and you decide to complain you will need to use the HES Complaint procedure and attached Complaint Form.
  1. Complete orders: referrers need to ensure that all required items to support a person are requested at the same time. Secondary request for additional items will not be delivered at the same time as the first order. Causing inefficiency to HES and disruption to the service user.
  1. Pre-booking: there is a clear procedure for pre-booking where you need to speak to HES staff to arrange a date and then send in the paperwork/Elms order with the date on it. Pre-booking only guarantees the slot is available and it will be lost if we don’t receive the order by noon of the day before delivery.
  1. Items required for discharge: Please ensure equipment is ordered in a timely manner and do not expect next day delivery, unless the person is on the End of Life Care Pathway. HES will always try to prioritise for hospital discharge and situations that seek to prevent admission. Please advise us of any changes to discharge date, by e-mail if easier:
  1. Please note that HES will not collect single low cost items such as a bath board, bath seat, raised toilet seat or trolley. This will need to be disposed of by the service user or their local network. The collection and cleaning of these items outweigh the cost of individual items of equipment.