Our Service
Ordering your supplies
You can contact us by phone, email or via our website:
- Telephone: 01604 595696
- Email: helpline@manfred-sauer.co.uk
- Web: www.manfredsauercare.co.uk/contact-us
We will set up the service that works best for you, including:
- We have Freepost envelopes should you wish to send a paper prescription to us – you can request a supply of these when you register for our service.
- Manfred Sauer Care can also on your behalf nominate you to direct all electronic prescriptions (EPS) to automatically be transferred to us directly from your GP’s surgery. You will still get you pharmaceuticals from your usual supplier.
Shipping & Delivery
We aim to deliver your order on a date we agree with you in advance. This will normally be within two days of receiving a valid prescription. In the case of an emergency, we will endeavour to deliver earlier than this, with agreement from your healthcare professional or GP.
To help us in these cases please make sure you order in good time. This is especially important in the periods leading up to bank holidays.
Appliance customisation
If you require appliance customisation we will take specific cutting instructions and templates. Once we have this you do not need to provide the information every time you place an order. However, if things have changed you can provide information when you place an order.
Subject to the National Health Service (Pharmaceutical Services) Regulations this information outlines the pharmaceutical services provided by Manfred Sauer Care:
Manfred Sauer Care is a Dispensing Appliance Contractor registered by the NHS to dispense appliances and medical devices. By nominating us as your Appliance Dispenser you have access to a range of services for Continence/Urology, Ostomy, Wound-care and Garment appliances:
- Home Delivery – We provide a free delivery service to anyone in the UK. All orders are delivered under plain packaging and straight to the address of your choice, or collected in person from our Northampton office
- Appliance Customisation – We have business partners that can offer a free service to customise your Ostomy bags and flanges to your particular requirements
- Advice and Self Care – Our staff are available for limited advice on ostomy appliances, and can put you in touch with the most appropriate sources of advice and support for your own condition including nurses, support groups and charities.
Opening hours
We are open Monday to Friday from 09.00 to 17.00, excluding public holidays
Out of Hours
When we are closed, health advice and information, including details of other local health services, is available round the clock from NHS Direct. You can use:
- NHS Direct online at www.nhsdirect.nhs.uk
- NHS Direct Interactive on digital TV
- The NHS Direct telephone service. Call 111
Patient Records
By using secured computerised record systems we can ensure a fast and efficient service, and we comply with the Data Protection Act and the NHS code of practice on confidentiality.
Data Protection
Manfred Sauer Care will collect patient data in order to provide a home delivery service to its patients. Confidential patient data will be handled and stored in accordance with the Data Protection Act 1998, and will not be given to a third party without prior consent. Manfred Sauer Care reserves the right to communicate with patients on occasions for marketing and research purposes, in order to measure and improve the service that it provides.
Access for Disabled Customers
We aim to be completely accessible to all customers. If you have specific access needs please feel free to contact us to be sure we can accommodate you
We provide these NHS services on behalf of NHS NENE CCG
Comments or complaints about our service
We would like to hear any comments you may have about our services. Please feel free to call us in confidence on 01604 595 696 and ask to speak to the Customer Service Manager.
General Complaints about NHS Services (Including ours)
Knowing who to complain to can seem confusing, especially if more than one organisation is involved. If you need help, you could get information from your local Healthwatch or from an NHS complaints advocate. Everyone who provides an NHS service in England must have their own complaints procedure. You can often find information in waiting rooms, at reception, on the service provider’s website, or by asking a member of staff.
You can either complain to the NHS service provider directly – such as a GP, a dentist surgery, or a hospital – or to the commissioner of the services, which is the body that pays for the NHS services you use. You cannot apply to both. See the information below on How to find the commissioner.
In the event of a complaint about more than one organisation – perhaps a complaint that includes issues about your GP, local hospital and ambulance service – you’ll only need to make one complaint. The organisation that receives your complaint must then co-operate with the others to ensure you receive a coordinated response.
How do I find the commissioner?
Contact NHS England for complaints about primary care services (GPs, dentists, opticians or pharmacists). NHS England also commissions military health services and some other specialised services. To contact NHS England:
- email england.contactus@nhs.net with “For the attention of the complaints team” in the subject line
- phone 0300 311 22 33
- use the British Sign Language service
For more detailed information, visit NHS England’s website.
Contact your local clinical commissioning group (CCG) for complaints about secondary care, such as hospital care, mental health services, out-of-hours services, NHS 111 and community services – district nursing, for example.
Every CCG will have its own complaints procedure, which is often displayed on its website. You can find contact details for CCGs on this site.
Patient Advice and Liaison Service (PALS)
If you are unhappy with an NHS Service but do not necessarily wish to make a formal complaint, or need advice or have concerns but are unsure who to speak too. PALS offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.
You can find officers from PALS in your local hospital.
How can PALS help?
PALS provides help in many ways. For example, it can:
- help you with health-related questions
- help resolve concerns or problems when you’re using the NHS
- tell you how to get more involved in your own healthcare
PALS can give you information about:
- the NHS
- the NHS complaints procedure, including how to get independent help if you want to make a complaint
- support groups outside the NHS
PALS also helps to improve the NHS by listening to your concerns and suggestions.
How do I contact my nearest PALS?
You can find your nearest PALS office on the NHS Choices website.
You can also ask your GP surgery, hospital or phone NHS 111 for details of your nearest PALS.