Information for Professionals

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Buckinghamshire Professionals Page

NRS Healthcare loans community equipment to people living in their own homes, residential homes and nursing homes on behalf of Buckinghamshire Council and the NHS.

We are responsible for the delivery, collection, maintenance and repair of the equipment loaned to people.

You can contact our customer service team by phone or by emailing. If your query if urgent, please call us. Email enquiries will be responded to within 5 working days.

Frequently asked questions

How do I order equipment?

Equipment should be ordered through our online ordering system – IRIS4 – which can be found here

Before you order equipment for the first time, you will need to complete the mandatory online training and you will then obtain a PIN to allow access to IRIS.

If you have any questions you can always contact our customer services team

How do I get a PIN if I have never prescribed equipment before?

IRIS is the system you will use to order the equipment; you need a PIN to access IRIS.

Your manager should complete the PIN request form which can be found on IRIS and return it to the PIN request mailbox here

We will then send you a link to complete some online mandatory training which will help you to prescribe equipment and use IRIS effectively.

You will need to complete the mandatory online training before being issued with a PIN.

If you have any questions about the online training please contact our clinical services team on clinicalservices@bucks.nrs-uk.net or on 0300 100 0247.

What do I do if I have forgotten my PIN and/or password?

If you have forgotten your PIN as well as your password, you will need to email pinrequest@bucks.nrs-uk.net and we will come back to you within 2 working days (most requests will be completed within 1 working day).

If you know your PIN and have registered your email address with NRS Healthcare, you can enter your PIN then click the ‘Reset my Password’ button. You will then receive an automated temporary password to your email address.

If you know your PIN and have set up a secret question and answer with IRIS, you can telephone the helpdesk on 0345 123 6441. If you can quote your PIN, name and provide the answer to your secret question, one of the technicians will reset your password, which will allow you to log in. Please only do this if you haven’t registered your email address.

In the interest of security and to protect sensitive information, if you have forgotten your password and have not registered an email address, or secret question and answer, it will not be possible to verify that you are an authorised user and will not be able to confirm or reset your password. In this case you will need to inform your commissioner or contract manager as they will need to email pinrequest@bucks.nrs-uk.net in order to reset your password.

What do we ask you do to help ensure the correct equipment is delivered?

  • Please ensure that correct diagrams showing exact positions and dimensions etc. are attached to all orders for grab rails/mop stick rails
  • Templates can be found in the documents section of the IRIS homepage including bed risk assessments – please use these wherever appropriate
  • Ensure the equipment ordered will fit through doorways and/or upstairs
  • Provide clear delivery/installation instructions. If installations instructions aren’t given then equipment will be installed at lowest height etc
  • Ensure accurate and sufficient contact details for yourselves are recorded on your IRIS PIN so that we can make contact with you regarding your orders
  • Specials - a special is a piece of equipment which is a one-off, i.e it is not on the standard IRIS catalogue. A special should only be considered when all other options have been exhausted. Ensure you follow the gatekeeping process prior to ordering a new special. You will receive further information about the gatekeeping process in your service centre induction or you can contact our local clinical team on clinicalservices@bucks.nrs-uk.net

In Buckinghamshire we have a Trusted Assessor Service, how does this work?

The Trusted Assessor (TA) assesses and installs basic equipment such as toileting aids, bathing equipment, furniture raisers, bed levers, grab rails and mop stick rails..

Our TAs have received further training and can also assess for bath lifts and galvanised rails.

We complete the assessment and install the equipment in one visit where possible.

How can the Technology Enabled Care (TEC) service help my clients?

TEC can help people with lots of different needs, in a lot of different ways. New technology and ways to use it are always being introduced to market and in many cases we may be able to help clients use technology they already have.

We’re always here to help with any questions you might have about TEC or the service – please contact our team on 0300 100 0247 or at enquiries@bucks.nrs-uk.net

Why send a referral for TEC?

  • Allows more choice and control for the client and their families and carers
  • Reassurance and peace of mind for carers and family members
  • TEC allows people to stay independent in their own home for longer, to get out and about and to live the life they want to live.
  • TEC is proven to reduce dependence and increase dignity
  • TEC is an alternative or enhancement to traditional care
  • Often TEC can be a more cost-effective, less invasive solution.

How do I send a referral into the TEC service?

You can complete an online TEC referral form here

How does the TEC service work?

  • You complete an online TEC referral form which can be found here
  • Our local TECS team triage each referral within a day of receipt and decide the level of urgency and complexity
  • The assessment is booked with the client (or nominated person if specified on the referral form). An urgent assessment will take place within 2 working days, a standard assessment will take place within 10 working days

Who do I contact with any specific TEC questions?

Our team are available to answer any questions or discuss any specific cases you might have, please don’t hesitate to contact them on the details here

What else can Clinical Services do to help you?

  • Our clinical team are always here to offer advice – please contact them with any questions or concerns you may have clinicalservices@bucks.nrs-uk.net or 0300 100 0247 (option 2)

Are rooms available for me to book within the service centre?

  • We have rooms available for you to book – our assessment room and meeting room can both be booked using the room booking form on IRIS. If you do wish to book, please liaise with our clinical team about availability prior to completing the form.

You can request specific equipment to be available in the room on the day of your booking.

What information does NRS Healthcare provide to service users about ICES?

There is a separate page set up aimed at providing information directly to clients about the ICES we operate– this page can be found here

What happens if my client is not eligible for local authority funded equipment?

We operate a service called Safe+Well. This service can be accessed via a website containing information about which daily living aids might be able to help clients and where they can be found in the local community.

The Safe+Well website includes a questionnaire which clients can complete about areas of daily life where they may experience difficulties. Appropriate equipment which may help will be suggested based on their responses.

The Safe+Well website can be found here

If you or your clients have any questions about Safe+Well, you can contact our local team on 0300 100 0247 (option 3)

Recommended training

We often offer some simple training for prescribers from inductions through to product specific training to help make things easier when you’re prescribing equipment.

Please see below for training dates coming up.

Induction to NRS Integrated Community Equipment Service (currently held virtually via Microsoft Teams)

5th July 2021 10-11am

More dates will be available at the end of July

Rails-grab rails and mop stick, what to consider when assessing for rails (held at NRS Assessment Room, Unit 30 Faraday Road, HP19 8RY)

6th July 2021 2-4pm

More dates will be available at the end of July

To book onto any of these sessions please clinicalservices@bucks.nrs-uk.net

Contact Us

If you would like to speak to the local customer service team please see below for details.

Alternatively you can complete the contact us form.

Email addresses:

ICES: enquiries@bucks.nrs-uk.net

TECS: telecare@bucks.nrs-uk.net

Clinical team: clinicalservices@bucks.nrs-uk.net

Telephone numbers:

ICES: 0345 123 8248

TECS: 0300 100 0247 option 1

Clinical: 0300 100 0247 option 2

Safe+Well: 0300 100 0247 option 3

Service centre address:
NRS Healthcare,
Unit 1 Millennium Point,
HP19 8YH

Contact form

Please use this form to contact your local team directly.

*Please note we can only contact you in our opening hours which are 9am-6pm Monday to Friday.