If a fault is found with a BOC medical gas cylinder you must report your complaint by informing BOC Healthcare immediately on 1300 363 438.
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 product code and name of medical gas cylinders involved in the complaint. Note we will need the individual details of each cylinder involved (barcode attached to cylinder)
The nature of the complaint and any serious consequences which may have arisen (any patient or potential patient harm)
For each faulty medical cylinder, information from the;
Product label including:
The name of the medical gas concerned
The cylinder size – which is the letter code on the product labelThe batch number and filling date on the batch label attached to the cylinder neck
The batch number and filling date on the small square label on the cylinder valve
The cylinder bar code – this is the 10 digit number on a plastic clip attached to the cylinder neck
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 the complaint cylinder is identified (tagged) and quarantined to ensure it does not get lost before BOC collects them! We will arrange for replacement cylinders to be supplied at the next delivery – when these cylinder are delivered the driver will bring the faulty cylinder tags 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 incidents are logged into BOC's Synergi Incident database. Our regulatory department will be contacted to lodge relevant and appropriate adverse events to TGA Australia.
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 an investigation has been completed.