Questions

Questions

Continence and Urology Information

We hope we can sufficiently answer your questions here.   However,  if you still have a question that needs resolving, please contact our Customer Care Centre on 0800 318 559 who will be happy to help.

Frequently Asked Questions

What do Great Bear offer?

Great Bear Healthcare manufacture high quality urology products. We also stock appliances made by other Companies so we can dispense what is best suited to the patient. We supply directly to patients in their homes and also to nursing home residents. The Nightingale Nursing Service runs alongside the manufacturing side of the Company offering first class, unbiased incontinence advice and assistance backed up by the office staff to take patients’ orders.

How do I refer a patient to Great Bear?

District Nurses and Continence Advisors usually refer patients to Great Bear Healthcare over the phone. Self-referrals can also be made, just Freephone 0800 318 559 with the GP and patient details. One of the Nightingale Nurses will visit to assess the patient’s needs or, if this is not necessary, Great Bear Healthcare can often send out an order the same day.

You can also refer a patient by completing the online New Patient Form, available here.

How do I order Great Bear products?

You can call the Great Bear Healthcare Freephone number 0800 318 559 to place your order with our friendly Customer Care Team. If we are unable to take your call straight away, you can leave an answerphone message and we will call you back at your convenience. The products we send you are kept on our records so we can quickly see which items you normally have and which you may be running out of.

Do I need a prescription?

Normally you won’t need to worry about getting hold of a prescription and sending it to us. If your doctor agrees, Great Bear Healthcare can write to your surgery on your behalf for the prescription to cover your items.

Can I purchase Great Bear products without a prescription?

Yes. Great Bear items are available for private purchase. Simply call us on 0800 055 6270 or email us on mail@gbhl.co.uk with the items and quantities you wish to purchase and we can provide you with a price. Please note that VAT and P&P will be payable if you order privately.

How does the adjustable tube libra LEG BAG work?

The libra LEG BAG range includes a 500ml, a 750ml and 1000ml bag with an ‘adjustable’ tube length.  The 45cm long inlet tube (which enters the bag from the sheath) can be cut to the desired length, depending on where the user prefers to wear the bag.  Once cut, the tube must be fitted with the spare white connector (supplied in every adjustable tube libra LEG BAG peel pouch) in order for it to attach to the sheath.Once the tube length has been cut, the sterility of the product is compromised – it is not advisable therefore to adjust the tube length yourself if you are using an indwelling catheter.For more information on our adjustable length leg bags, please contact the Customer Care Centre on 0800 318 559 who will be happy to help.

Can I get complimentary samples of Great Bear’s products?

Yes, please go to the ‘Our Products’ section on the website and you will be able to submit a sample form for the products you require. On receipt, samples will be processed and despatched within 48 hours. If you are a Healthcare Professional and you would like a Great Bear Territory Manager to visit you, please contact us on Freephone 0800 055 6270 and we will arrange this for you.

How long does it take to receive my order?

On receipt of a GP prescription, and if the items required are in stock, next-day delivery will be made by the reliable couriers we use. If the item isn’t currently on the shelves, we can normally order it in overnight and you will receive your order within 48 hours. If you are unable to receive the parcel in person, we can arrange for it to be left somewhere safe on the property or with a neighbour. To ensure you have enough supplies to last you whilst we get a prescription from your GP we advise you keep 2 weeks supply in hand when you place an order.

I’m going on holiday – will I face any questions at customs?

If you are going away it will be essential that you take sufficient supplies with you. However, such products may raise questions at customs, especially by people who may not recognise such items. In order to prevent these potential embarassing delays when you want to get on and enjoy your holiday, Nightingale can provide you with a Travel Certificate. This document will state that the items you have on you are medical items and will be endorsed by Nightingale and by your Nightingale Nurse Advisor. Please call us on 0800 318 559 if you want us to send you one.

What is a Nightingale Nurse Advisor’s role?

A Nightingale Nurse Advisor provides unbiased advice on continence problems and will offer continuous support. Nightingale offer a nationwide service supported by a team of specialist Nurses who can offer you the following:

  • Assessment of your individual needs
  • Appliance supply and fitting
  • Confidential and unbiased support

In what areas do you have a Nightingale Nurse available?

Currently we have Nurses operating in the North East and North West of England, South East England, the M62 corridor, most parts of South and Mid Wales as well as some areas just over the Welsh border in South West England. If you are unsure if a Nurse is available in your area, please Freephone 0800 318 559 and we will be able to tell you.

Do I have to pay for the delivery of my goods?

No, the service is free of charge for items desspatched on a prescription, however, if you choose to purchase the items privately a P&P fee applies.

Do you customise stoma pouches?

Yes we do, simply call us on Freephone 0800 318 599 to discuss.  If you use Great Bear products such as the libra LEG BAG and GB2GB3 and GB4 NIGHT BAG, these too can be customised to suit your individual needs.

Can you send items overseas?

Yes we can, however the postage will need to be paid by the individual and the prescription received prior to despatching the goods.

I am a Pharmacist and want to set up a direct account – how do I?

You will need to fill in a Customer Account Application Form which is available here.  Alternatively, Freephone 0800 055 6270 and we can get one faxed or e-mailed over to you.

Do you supply complimentary wipes and disposal bags?

Yes we do – on receipt of your order these items will be dispensed along with the goods ordered.

What times are you open?

08.30am – 5.00pm Monday to Friday.

There is an answer machine available for you to leave a message, however, if your matter is urgent please contact NHS Direct on 0845 46 47.

What can I do if I am not happy with the service provided by Great Bear and Nightingale?

We pride ourselves on delivering top quality products and services, and welcome any feedback where this is not the case. In the first instance please contact us directly and we will endeavour to resolve any dissatisfaction you have in timely manner.

If, after speaking with us, you are still not satisfied that the issue has been resolved you have the right to escalate the complaint to the BHTA in writing who will then act as an independent arbitrator.