The NRS Customer Service Team will be able to provide you with timely communication or resolution during office hours 9am to 5pm, Monday to Friday. 

The Customer Service Team is made up of clinicians and operational experts who have a direct link to the different areas of the NRS business (stock, route planning).  They are able to provide updates or problem solve. If your query cannot be dealt with during that first phone call, the Team will take ownership of the query, and call, email, or text you back with a resolution or update at the earliest opportunity.

The Customer Service phone number 0300 100 0253 is the single point of contact for prescribers

When calling the Customer Service Team, please ensure that your enquiry meets one or more of the below criteria so that your order can be prioritised:

• Resident fit for hospital discharge and the equipment is essential for release
• End of life – not just palliative care
• Immediate risk of harm – pressure sores, risk of falls or any other injury having explored all opportunities to mitigate the risk
• To prevent a hospital admission

If you have any feedback on the escalation process, please contract Tim Rising, Strategic Commissioner, or Jacqueline Garraway, Equipment Project Officer.