General FAQs – App
OMED HEALTH APP
Can I use the OMED Health App on any device?
The App is designed to be used on Apple and Android phones. It is not recommended for use on tablets or PC’s.
OMED HEALTH APP
Where can I obtain the OMED Health App from?
The App can be downloaded from the Google Play Store and the Apple App Store.
OMED HEALTH APP
What versions of Android and Apple phone software is the OMED Health App compatible with?
Current minimum requirement: Android 11 and iOS 14.
OMED HEALTH APP
Do I need an internet connection to use the OMED Health App on my phone?
An internet connection is required to create an account and to synchronize collected data to the centralized database. However, an internet connection is not required to collect data either directly using the App or when using a connected OMED Health Breath Analyzer.
OMED HEALTH APP
How much data will the OMED Health App use?
The amount of data consumed in association with data transfer to/from the App is dependent on the quantity of data collected by the end user. The quantity of data stored locally on your phone will vary based on the quantity of data that you collect. However, data is regularly synchronized to a centralized database and local storage is optimized to be as minimal as possible.
OMED HEALTH APP
Will the OMED Health App drain my phone battery quickly?
All mobile apps will contribute to battery power consumption if they are active and regularly used. Battery power drain is comparable to other apps in general terms.
OMED HEALTH APP
In which countries is the OMED Health App available?
The App is currently available to download in Great Britain only.
OMED HEALTH APP
In what languages is the OMED Health App available?
At present the App is available in English (United States). Please get in contact if you require the App in any other languages.
OMED HEALTH APP
Is there a free version of the OMED Health App to try?
Yes, the App is free to download and use to record symptoms, food/drink and lifestyle data to characterize gut health. However, enhanced data insights are enabled when the App is used with a connected OMED Health Breath Analyzer.
OMED HEALTH APP
Can the OMED Health App be used by adults and children?
The App and OMED Health Breath Analyzer are currently intended to be used by people who are 18 years of age or older.
OMED HEALTH APP
Can I use the OMED Health App without an OMED Health Breath Analyzer?
Yes, the App can be used in this way. However, enhanced data insights are enabled when the App is used with a connected OMED Health Breath Analyzer.
OMED HEALTH APP
Who will be able to see the data that I collect?
You will be able to see the data that you collect in the App, and you can download a copy of your data in a raw format by navigating to My Account, App Settings, then Download Data. You can choose when and who you want to share data reports with (e.g. healthcare professionals). OMED Health manages your data in accordance with the Mobile App Privacy Policy and the OMED Health Website Privacy Policy, as applicable.
OMED HEALTH APP
Will my doctor be able to see the data that I collect?
OMED Health doctors will have visibility of any data that you collect to inform diagnosis (where applicable) and provide support. If you choose to share your data with a doctor who is not affiliated with OMED Health, then you will need to generate a report from within the App. This can be done via the Reporting function on the home screen of the App. There is no function within the App that allows for automatic data sharing between OMED Health doctors and any other third-party healthcare professionals.
OMED HEALTH APP
Where is my data being stored?
Collected data is stored centrally in a secure, region-specific, cloud-hosted database. Please refer to the Mobile App Privacy Policy or the OMED Health Website Privacy Policy (both available here) for further information about your personal data.
OMED HEALTH APP
For how long will OMED Health store my data?
Your data will always be stored whilst you are actively using your account and thereafter in accordance with our privacy notices, including the Data Retention Policy. All policies are available here.
OMED HEALTH APP
How secure is the data that I collect?
Our system infrastructure has been developed to provide a level of security that is appropriate for special category medical data and in accordance with applicable legislation. The data security measures are applied to local data storage on your phone as well as for transfer of data to/from centralized regional databases.
OMED HEALTH APP
What data types can I log within the OMED Health App?
You can log symptoms, potential symptom triggers (food and drink, stress, exercise and sleep quality) and the concentration of hydrogen and methane gas in your breath using a connected OMED Health Breath Analyzer.
OMED HEALTH APP
Can I log data that relates to earlier in the day or from previous days?
Yes, you can log all data types retrospectively for the preceding day, except for breath sample data (which can only be logged at the time of breath sample collection using a connected OMED Health Breath Analyzer). It is not possible to record any data further back than one day.
OMED HEALTH APP
How do I view, edit or delete previously entered data?
You can view, edit or delete data by navigating to the Diary and tapping on the ‘…’ icon for each entry to edit or delete as required. Note: Breath sample data can be viewed but cannot be edited or deleted once saved.
OMED HEALTH APP
The daily chart shows data types that I don’t want to review – can I remove them?
Yes, you can hide data types from display using the filter icon. Filter selections will be remembered next time you visit the infographic using the same phone.
OMED HEALTH APP
How will I know when I need to log data?
You can log data using the App and OMED Health Breath Analyzer whenever you want to. However, you are strongly recommended to follow a data collection regime that is agreed with your doctor and appropriate for the purpose. In general, plan to collect 4-6 breath samples per day as part of your data collection regime.
OMED HEALTH APP
How long does it take to log data?
It typically takes just a few seconds to log different data types. We’ve specifically developed the App with features to make it quick and easy to log data.
OMED HEALTH APP
How do I add a favourite food or drink?
Adding your favourite foods and drinks is simple. Simply type in your food or drink of choice and tick ‘Add as Favourite’ in the box below your entry and it will appear in your Favourites list for next time.
OMED HEALTH APP
I can’t see all my data in the OMED Health App.
All data within the Summary view, Diary view and Chart view should be visible immediately after you have entered it. Please ensure your phone is connected to Wi-Fi and try loading the App again. If the data is still not visible, please contact support@omedhealth.com for further guidance.
OMED HEALTH APP
My symptoms are not listed in the App for data logging.
We recognize that everyone may experience different digestive health symptoms. At present, the App lists a standard set of symptoms that are generally considered by doctors to be those that are most encountered and clinically useful for the intended purpose.
OMED HEALTH APP
When I try to log out, I get a message stating ‘Unsynced data’ – what should I do?
It is recommended that you synchronize any locally stored data on your phone to the centralised database before you close the App. This will happen automatically unless you receive a notification to highlight a problem. If you receive a notification, check that you have internet connectivity on your phone. Navigate to My Account, App Settings and tap on the circular arrow icon to manually synchronize the data. You will be able to review when data was last synchronized to the central database. If you continue to receive a ‘sync failure’ message, please contact OMED Health customer support via support@omedhealth.com for further guidance.
OMED HEALTH APP
Can I delete my data and my account?
You can request to cancel your user account at any time. Account cancellation or deletion alone will not automatically delete any data from within the App. Please send any account and data deletion requests to the OMED Health Customer Support Team on support@omedhealth.com.
In addition, for any queries or requests relating to your personal data, you may also email our Data Privacy Team at privacy@owlstone.co.uk.
OMED HEALTH APP
How do I update my email address?
It is important that the email address used to register the App is the same one used to purchase your device. If you need to update your email address, please ensure that it has not been used previously to setup another OMED Health account. To change your email address, open the App, navigate to Account and tap your name at the top of the screen. You will then have the option to edit your details, including your email address.
OMED HEALTH APP
How do I update my password?
You can reset your password by following the steps on the App login page. Alternatively, visit the My Account screen in the App, tap on App Settings and then ‘Change Password’.
OMED HEALTH APP
Is there an electronic version of the Getting Started Guide available for me to review?
Yes, its available on the OMED Health website for download.
OMED Health Breath Analyzer
OMED HEALTH BREATH ANALYZER
Where can I obtain the OMED Health Breath Analyzer from?
You can order a Breath Analyzer online from the OMED Health website. Please be advised that the OMED Health Breath Analyzer and associated App are currently available in Great Britain only. You are advised to read our Terms and Conditions prior to making your purchase.
OMED HEALTH BREATH ANALYZER
How long will the Breath Analyzer last for?
The Breath Analyzer is designed to be operable for 2 years from its point of manufacture. Lifetime in the field may be subject to the frequency of use and the operating conditions within which it is used. We offer a standard warranty on our Breath Analyzer of 12 months from the date we ship the product to you.
OMED HEALTH BREATH ANALYZER
What does the OMED Health Breath Analyzer measure?
The Breath Analyzer measures hydrogen and methane gas concentrations on your breath in units of parts per million (ppm).
OMED HEALTH BREATH ANALYZER
How do I record a breath sample?
Watch our video on how to provide a breath sample using the OMED Health device and app.
OMED HEALTH BREATH ANALYZER
How easy is it to collect a breath sample?
Breath sampling is very straightforward and takes just a few minutes from the start to the end of the entire process. The OMED Health App provides clear step-by-step guidance on how to provide a breath sample. There is also video guidance on how to provide a breath sample which you can view here.
OMED HEALTH BREATH ANALYZER
How long does the OMED Health Breath Analyzer take to collect a breath sample?
Please refer to the OMED Health App for exact timings of your breath sample, which should be done following a warm-up period of no more than 2 minutes. If you have recently collected a previous breath sample, you may need to wait up to 15 minutes before you can re-sample.
OMED HEALTH BREATH ANALYZER
Will I get my breath sample results immediately?
You will see the results for each individual breath sample in the App approximately 30 seconds after providing your breath sample.
OMED HEALTH BREATH ANALYZER
My breath analysis results are not appearing in my App.
Breath analysis results will be presented in the App when a valid breath sample is provided, the environmental conditions for use of the Breath Analyzer are in range, and there are no hardware errors detected. The App will provide user notifications if it is necessary to re-collect a breath sample and will manage operation of the Breath Analyzer for you in this period.
OMED HEALTH BREATH ANALYZER
How long will I have to use the OMED Health Breath Analyzer for?
The length of time that you use the Breath Analyzer will depend on your personal preference and any recommendations that you agree with your doctor to monitor your digestive health.
OMED HEALTH BREATH ANALYZER
How big is the OMED Health Breath Analyzer?
The dimensions of the Breath Analyzer are 85mm x 55mm x 20mm. It is designed to be easily portable.
OMED HEALTH BREATH ANALYZER
Is the OMED Health Breath Analyzer suitable for me if I have conditions such as Asthma or COPD?
Breath sampling is a simple, non-invasive technique. However, you are strongly recommended to discuss any pre-existing health conditions with your doctor before you begin to collect breath samples using the Breath Analyzer.
OMED HEALTH BREATH ANALYZER
I am getting a short breath error.
The ease with which a breath sample can be provided varies from person to person and depends to some extent on lung capacity and your breath sampling technique. It’s important that you release your breath into the Breath Analyzer mouthpiece in a steady, continuous flow for the time period specified in the in-app guidance. You may need to practice your technique to make the sampling process more comfortable. Take a moment to watch our video for practical insights on mastering the breath sampling process.
OMED HEALTH BREATH ANALYZER
The OMED Health Breath Analyzer is not detecting my breath.
It may be necessary to release your breath into the Breath Analyzer with a higher flow rate to enable breath detection. You will need to release your breath in a single, consistent flow for the specified time. If you release your breath too quickly it may be difficult to achieve a full sample. If your airflow is too inconsistent, this may invalidate the breath sample. In addition, please check the side indicator to determine if there is a hardware error (red light flashing in a sequence of 3 pulses).
OMED HEALTH BREATH ANALYZER
There is a red indicator light on the side of my Breath Analyzer – what does this mean?
If it is on continuously (i.e. not flashing), it means the battery level is low in your Breath Analyzer. Re-charge the device using the charging cable supplied.
OMED HEALTH BREATH ANALYZER
There is an amber flashing indicator on the top of my Breath Analyzer – what does this mean?
The Breath Analyzer is warming up or in cleaning mode. Observe the countdown timer in the App to monitor when the product will be ready to enable the breath sampling process.
OMED HEALTH BREATH ANALYZER
There is a red flashing indicator on the top of my Breath Analyzer – what does this mean?
If the indicator flashes in a sequence of 3 pulses, the Breath Analyser has detected an invalid breath sample.
If the indicator flashes in a sequence of 5 pulses, the Breath Analyzer has detected that the environmental temperature or humidity is out of range for breath sampling, or the Breath Analyzer has failed to warm up in the allocated time. Follow the in-app user notifications in preparation for providing a further breath sample.
OMED HEALTH BREATH ANALYZER
My Breath Analyzer is taking a long time to warm up.
When in regular use, the Breath Analyzer will usually take 2 minutes to warm up before it is ready for breath sampling. However, up to a further 3 minutes of time may be needed if:
1) You try to use the Breath Analyzer immediately after you receive it and before it has been charged.
2) If you try to use the Breath Analyzer following a period of several days or weeks of non-use and it has not recently been charged.
Occasionally the App may also notify that warm up has failed after a further 3 minutes of time, or if the Breath Analyzer is required to be charged for a minimum of 15 minutes before breath sampling.
Extended warm up times (and associated steps to resolve) are a normal and intended feature of Breath Analyzer device operation. The device is not broken or damaged if you observe this behaviour.
OMED HEALTH BREATH ANALYZER
How do I turn the Breath Analyzer off after use?
There is no requirement to manually power off the Breath Analyzer following use. The product will automatically switch off after a 3-minute period of inactivity and will go into Sleep Mode to conserve battery power.
OMED HEALTH BREATH ANALYZER
Can I use the OMED Health Breath Analyzer without an internet connection?
Yes, the OMED Health Breath Analyzer requires only a Bluetooth connection with your phone to be operable for breath sampling and maintenance operations.
OMED HEALTH BREATH ANALYZER
Can I use the OMED Health Breath Analyzer on its own without the OMED Health app?
No, the Breath Analyzer is required to be paired and connected to the App to operate. The App controls the Breath Analyzer and provides end-user guidance.
OMED HEALTH BREATH ANALYZER
The Breath Analyzer and App aren’t connecting. How do I connect them?
- Ensure that the battery in the Breath Analyzer is sufficiently charged to enable operation. Observe the side indicator status – if it is illuminated red (not flashing), re-charge the battery using the cable supplied.
- Ensure that the Breath Analyzer has previously been paired with the App. The App provides guidance on how to pair the device when needed.
- Ensure that you have Bluetooth communication switched on in your phone settings before you try to connect the Breath Analyzer.
- Observe the side indicator status – if it flashes three times repeatedly in a sequence there is a device error. Contact OMED Health Customer Support on support@omedhealth.com to request assistance.
OMED HEALTH BREATH ANALYZER
How do I know if my Breath Analyzer is charging when plugged in?
The side indicator on the Breath Analyzer will flash green whilst the battery is being re-charged. When battery charge has completed, the side indicator will illuminate green (not flashing).
OMED HEALTH BREATH ANALYZER
Can I use any cable to charge the Breath Analyzer?
You should use the cable supplied with the Breath Analyzer to re-charge the battery. If you have misplaced the charging cable supplied, please consult the product specifications table as shown in the Getting Started Guide.
OMED HEALTH BREATH ANALYZER
I can’t upgrade the software on the Breath Analyzer when prompted to do so by the App.
Ensure that the battery in the Breath Analyzer is charged. You are recommended to carry out the software update with the Breath Analyzer connected to a power supply using the cable supplied.
OMED HEALTH BREATH ANALYZER
Do I need to switch the Breath Analyzer on before I perform a software update?
Yes, the Breath Analyzer will need to be powered on and connected to the App to enable the software update to be performed. When a software update is available from the App, you can choose to run the update when you next collect a breath sample. Simply tap the ‘+’ icon to add a breath sample and you will be prompted with instructions.
Alternatively, when a software update is available from the App, you can choose to run the update at any point before you collect a breath sample. Tap on the Account page, navigate to the My Device page and follow the on-screen prompts.
OMED HEALTH BREATH ANALYZER
Are there any restrictions on when I can use the OMED Health Breath Analyzer?
You can use the Breath Analyzer at any time of day. However, you are recommended to follow a sampling regime that is agreed with your doctor to help ensure the data that you collect yields the most useful insights. It’s important that you store and use the Breath Analyzer in accordance with the guidelines provided in the Getting Started Guide.
OMED HEALTH BREATH ANALYZER
Can I use the OMED Health Breath Analyzer in any country or time zone?
Yes, once the App has been downloaded and you have setup your account, you can use the Breath Analyzer worldwide. Please note medical advice and treatment is currently only possible for those located in Great Britain.
OMED HEALTH BREATH ANALYZER
Can I take the OMED Health Breath Analyzer on a plane with me?
Yes, you can take the Breath Analyzer with you wherever you go.
OMED HEALTH BREATH ANALYZER
Can I use the OMED Health Breath Analyzer outside?
The Breath Analyzer is required to be operated within a defined range of temperature, humidity and altitude limits. The App will provide end-user notifications if conditions exceed these limits. Further details can be reviewed in the Getting Started Guide supplied with the product.
OMED HEALTH BREATH ANALYZER
Do I need to protect the OMED Health Breath Analyzer when I carry it around with me?
The Breath Analyzer has been designed with built-in protection to enable it to be carried around e.g. within a handbag or trouser pocket. Do avoid always exposing the product to excessive particulate debris or moisture, or dropping it.
OMED HEALTH BREATH ANALYZER
Does the OMED Health Breath Analyzer need to be dismantled and cleaned regularly?
The Breath Analyzer must not be dismantled. Product warranty will be invalidated if dismantled. The mouthpiece of the Breath Analyzer can be cleaned when required using a cloth dampened with water. Refer to the Getting Started Guide supplied with the product for further details on cleaning.
OMED HEALTH BREATH ANALYZER
How frequently will I need to re-charge or replace the battery?
Requirement to re-charge the battery will depend on frequency of usage. Re-charge the battery using the charging cable supplied when the side indicator on the Breath Analyzer illuminates red (not flashing). The battery is not replaceable in the product by the end user.
OMED HEALTH BREATH ANALYZER
Can I share the OMED Health Breath Analyzer with others for breath sampling?
No, the Breath Analyzer is a personal healthcare device and is not recommended to be shared with other people. Not sharing it with others is particularly critical if you are under the supervision of one of our OMED Health doctors who may be advising on your diagnosis or treatment, in reliance on the breath sample readings provided.
OMED HEALTH BREATH ANALYZER
I have been ill recently; can I clean the mouthpiece?
Yes, the mouthpiece can be cleaned using a cloth dampened with water. Do not attempt to remove the mouthpiece when cleaning. Do not immerse the product in liquid or use alcohol, soap or detergent for cleaning purposes.
OMED HEALTH BREATH ANALYZER
Will my doctor be able to use the data that I collect?
It is strongly recommended that you use the OMED Health Breath Analyzer and App under the supervision of our in-house doctors. In this case, our doctors will already have visibility of the data you collect to aid diagnosis (where applicable) and provide guidance on gut health. If you want to share your data with a doctor not affiliated with OMED Health, you will need to generate a report from within the App; this can be done within the Reporting tab on the Home screen., Please note that there is no function within the App that allows for automatic data sharing between OMED Health doctors and any other third-party healthcare professionals.
Care Hub, Plans and Treatment Options
CARE HUB, PLANS AND TREATMENT OPTIONS
What is the Baseline plan?
The Baseline plan enables initial evaluation of your breath gas concentrations, doctor assessment for IMO and symptom and diet characterisation. These 2 weeks will help establish the next steps needed to improve your gut health.
CARE HUB, PLANS AND TREATMENT OPTIONS
What is SIBO and how can it be treated?
SIBO stands for Small Intestinal Bacterial Overgrowth. Full details can be found in our blog post: What is SIBO – Causes, Symptoms and Diagnosis and our SIBO eBook. Note: you will be required to complete a substrate test after treatment to check how successful it has been and determine whether further treatment is required.
CARE HUB, PLANS AND TREATMENT OPTIONS
What is a SIBO test?
Full guidance for completing a SIBO test can be found in this video. Please allow up to 2 hours 15 minutes to complete a SIBO test.
CARE HUB, PLANS AND TREATMENT OPTIONS
What is IMO and how is it treated?
IMO stands for Intestinal Methanogen Overgrowth. Further information is available in our blogs: What is Intestinal Methanogen Overgrowth (IMO)? and I have Tested Positive for IMO – What Now? Note: you will be required to complete a substrate test after treatment to check how successful it has been and determine whether further treatment is required.
CARE HUB, PLANS AND TREATMENT OPTIONS
What is a low FODMAP diet?
FODMAP stands for “fermentable oligosaccharides, disaccharides, monosaccharides, and polyols.” These are types of carbohydrates that are poorly absorbed in the small intestine. As FODMAPs are poorly absorbed, they draw extra water into your intestines and are fermented by gut bacteria, which can produce gas and lead to bloating, discomfort, and other digestive symptoms. Not everyone experiences symptoms from FODMAPs, but for those with conditions like SIBO and IMO, they can trigger or worsen digestive symptoms.
Most people are advised to follow a strict low-FODMAP diet for up to 6 weeks, or until their symptoms improve. This is known as Phase 1 – Restriction. In Phase 2 – Reintroduction, you’ll gradually reintroduce FODMAP-containing foods in controlled portions while monitoring for symptom triggers. This can last up to 10 weeks. Ultimately, you’ll identify which types and amounts of FODMAPs you can tolerate to build a personalised diet that balances symptom control with dietary variety for long-term health. During Phase 3 – Personalization, you will return to a varied diet, incorporating your new knowledge on trigger foods and suitable alternatives.
For more information on the low-FODMAP diet process, watch this video.
CARE HUB, PLANS AND TREATMENT OPTIONS
What is the Care Hub?
The Care Hub is a secure online system within OMED Health that allows (i) users registered with the OMED Medical Team on the one side and (ii) relevant authorised members of OMED Health on the other, to access and visualise communications between them, such as those concerning the user’s test results, details of any treatment plan and relevant outcomes.
CARE HUB, PLANS AND TREATMENT OPTIONS
How do I log-in to the Care Hub?
The Care Hub can be accessed using this link: https://portal-gb.omedhealth.com A link to the Care Hub is also available within the OMED Health App. The log-in credentials are the same as you used to register the OMED Health App.
CARE HUB, PLANS AND TREATMENT OPTIONS
I would like to discuss my results with an OMED Health doctor. How can I do this?
If you are following a plan within the OMED Health App, you will be provided with a link to book a consultation with an OMED Health doctor via the CareHub at the relevant stages. If you have not completed a plan yet, or have not received a link via the CareHub, please contact the Customer Support team on support@omedhealth.com
Orders, Returns and Refunds
If you have any queries or concerns about your order, return request or a refund, please contact our Customer Support team. We aim to assess all such queries and requests, and advise you of the outcome, within 2 working days.
ORDERS, RETURNS AND REFUNDS
Where can I find my order number?
Your order number is in your Order Confirmation email. Please mention your order number on all correspondence with the Customer Support team.
ORDERS, RETURNS AND REFUNDS
When will my order be dispatched?
Please allow up to 1 week after placing your order for your item(s) to be dispatched (excludes medical prescriptions). If there are any delays beyond this timeframe, you will be notified via email.
ORDERS, RETURNS AND REFUNDS
My order has not arrived.
Please allow 3-5 days from the date of dispatch for your order to be delivered. Delivery within Great Britain is via Royal Mail Standard delivery, and you will be able to track your order using the tracking link provided. If your order has not arrived after this time, please contact support@omedhealth.com quoting your order number.
ORDERS, RETURNS AND REFUNDS
My order arrived damaged.
Please contact the dedicated support team on support@omedhealth.com if there are any issues with the product you have received. You are expected to check the product you have received and report any damage as soon as possible. If you have received a damaged product (this may include damage to the external or shipping packaging), you must notify us in writing at support@omedhealth.com within five (5) days of receipt.
If you have purchased and received your order for someone else, you should still check the overall condition of your order on receipt.
ORDERS, RETURNS AND REFUNDS
My product is faulty.
Product faults that may only be apparent during use, may be reported to us within 30 days from the date of delivery. Please contact the support team on support@omedhealth.com if there is a fault with your order, quoting your order number.
ORDERS, RETURNS AND REFUNDS
I want to return my order.
You have a legal right to change your mind and return certain products within 14 days of receipt. We will accept the return of the Breath Analyzer in its original packaging complete with its original seal. We cannot accept the return if you change your mind and the seal on the original box has been broken or removed. Nor can we accept the return of any of our food or medicinal products.
Whether you wish to return your order because you have changed your mind or for any other reason, please contact support@omedhealth.com in the first instance and a member of the support team will guide you through the process. Please also refer to our Terms and Conditions for further information about your rights and obligations.
ORDERS, RETURNS AND REFUNDS
When and how will I be refunded for my cancelled or returned order?
Once our team have received and assessed the returned item(s), we will contact you to let you know whether a refund has been approved. It may then take up to 14 days to issue a refund. Approved refunds will be processed using the same payment method used during your original purchase.
ORDERS, RETURNS AND REFUNDS
What is the warranty period?
The product use warranty is 1 year from the date of shipment to the purchaser.
ORDERS, RETURNS AND REFUNDS
Where can I find a copy of the Terms and Conditions of my order?
The Terms and Conditions of your order will be included in the Order Confirmation email. A copy can also be found here.
Feedback and Complaints
FEEDBACK AND COMPLAINTS
Who can make a complaint?
Anyone can raise concerns or make a complaint. You can complain about OMED Health® services or treatment you receive, or you can complain on behalf of another person. If you make a complaint on behalf of someone else, please ask their permission before you contact us. We need to safeguard patient confidentiality, and so the patient’s written consent will be sought before we respond to the issues you have raised on their behalf.
FEEDBACK AND COMPLAINTS
How do I raise a concern or make a complaint?
We always try to commission responsibly so that you are provided with the best possible care, but we know that sometimes things can go wrong. We try to sort out most problems easily and quickly. In the first instance you can raise concerns by contacting our OMED Health Customer Support team via support@omedhealth.com. We have comprehensive in-house complaints policies to deal with your complaint. We endeavour to listen to your concerns, respond in a timely manner, and provide a clear plan of action and relevant support.
FEEDBACK AND COMPLAINTS
Should I complain to OMED Health or an external organisation?
Usually, complaints about the care you have received are best handled by the provider of that care. Complaints are usually resolved faster directly with us as we have direct access to your information. However, you are also entitled to complain to an independent complaints adjudicator (HSCAMP) or even to the Care Quality Commission (CQC) as the independent health and adult social care regulator.
If you wish to receive further information about our complaints procedure, please refer to the Terms and Conditions. Alternatively, you can also contact our Customer Support team via support@omedhealth.com.
FEEDBACK AND COMPLAINTS
What is Safeguarding?
Safeguarding is the act of protecting a person’s health, human rights, and well-being, and preventing them from being abused, neglected, or harmed – whether by another person or by themselves, physically or mentally. It is a collective responsibility.
FEEDBACK AND COMPLAINTS
What is Abuse?
The term “abuse” covers any behaviour or action directed towards a vulnerable adult that causes harm, endangers life or violates their rights.
Types of Abuse
- Physical e.g. hitting, shaking, pushing, spitting.
- Sexual e.g. any sexual contact that has not been consented to.
- Psychological e.g. humiliation, intimidation, coercion, verbal abuse, threat of harm.
- Financial e.g. denying a person access to their possessions, stealing money.
- Neglect e.g. ignoring or withholding medical or basic care needs.
- Discriminatory e.g. abusive actions relating to age, sex, race, religion or ability.
- Domestic: any of the above types of abuse occurring within the family or home.
- Organisational e.g. misuse of power, abuse of trust by professionals, poor care practice.
- Self-neglect: Lack of self-care to an extent that it threatens personal health and safety.
- Neglecting to care for one’s personal hygiene, health or surroundings.
- Modern day slavery: Encompasses human trafficking/forced labour and domestic servitude. Traffickers and slave masters use whatever means they have at their disposal to coerce, deceive and force individuals into a life of abuse, servitude and inhumane treatment.
FEEDBACK AND COMPLAINTS
Who is a ‘Vulnerable Adult’?
A vulnerable adult can be any person over the age of 18 who may not be able to protect themselves due to:
- physical or sensory disability, or
- learning difficulty, or
- mental health problem.
FEEDBACK AND COMPLAINTS
Who might be an ‘Abuser’?
- Family member, friend or neighbour
- Healthcare or social care workers
- Anyone who has contact with a vulnerable adult
FEEDBACK AND COMPLAINTS
Why is OMED Health concerned with safeguarding and abuse?
It is at the forefront and an obligation of any healthcare provider and every healthcare professional to seek to protect those who are at risk of harm. A risk or signs of harm or abuse are usually not obvious or easy to identify, or indeed easy to admit to by the victims themselves. We are here to help and will endeavour to support you if we identify any such circumstances or if you wish to share with us what you are going through.
Equally, it is our responsibility to protect all our staff from being abused by colleagues or external parties. Please note that we do not tolerate any form of abuse, and our staff will be authorised to bring any communication to an end and report any abusive behaviour should such circumstances arise.
FEEDBACK AND COMPLAINTS
Will my information remain confidential?
The personal (and medical) information that you share with us and that we collect about you will remain confidential. However, we have a duty to protect your wellbeing (and of those who may be at risk of harm), and if the situation requires it, we have an obligation to report this to external agencies.
FEEDBACK AND COMPLAINTS
What can I do?
If you are being abused or think someone you know may be at risk of abuse, it is important that you tell someone. We provide below contact details for a number of agencies who may be able to help. They will take your concerns seriously, will be able to provide advice and support, and will take action to make sure everyone is safe. You can also ask to talk to any member of staff at OMED Health, who will be able to assist you and escalate the situation to the relevant authorities.
FEEDBACK AND COMPLAINTS
Who can I contact?
- Police Non-emergency 101
- Police Emergency 999
- Care Quality Commission 03000616161 (8:30am – 5:30pm Monday to Friday)
National Organisations
- National Care line 08000699784
- Care Rights UK 02073598136 (9:30am – 1pm Monday to Friday or 6pm – 8pm Thursday evenings)
FEEDBACK AND COMPLAINTS
Where can I find the OMED Health data policies?
A copy of all data policies can be found here.
FEEDBACK AND COMPLAINTS
My question has not been answered.
If your question is not mentioned in our troubleshooting FAQs, please contact OMED Health Customer Support via support@omedhealth.com to receive further support and guidance.
Hydrogen and Methane Breath Test Kits (FGC Patients only)
If you are in receipt of a kit from FGC and have any questions, visit this section for helpful information.
For full details on how to prepare for your test download the patient flyer.
HYDROGEN AND METHANE BREATH TEST KITS (FGC PATIENTS ONLY)
What does the test involve?
You will provide an initial breath sample by blowing into a test tube through a straw. This will give us your baseline reading.
Then, you will drink water containing a carbohydrate (lactulose, glucose, fructose or lactose) which needs to be drunk within a minute or two.
Breath samples then need to be taken at regular intervals over 2-4 hours (depending on which test you are doing), to monitor how your gut responds. Along with the samples, you will record any symptoms experienced using the symptom form provided, as this helps your doctor to analyse your results.
HYDROGEN AND METHANE BREATH TEST KITS (FGC PATIENTS ONLY)
How does the test work?
Breath tests for digestive health detect small amounts of hydrogen and methane gases in your breath. Our bodies cannot produce these gases themselves. Instead they are made by microorganisms living in our intestines, and the amount of hydrogen and methane they produce provides valuable insights into your gut health.
In SIBO, the extra bacteria in your small intestine can use the sugars that you eat before your body absorbs it. These bacteria, along with other microorganisms, convert the sugar into hydrogen and methane.
In food intolerances, the sugars you’re intolerant to don’t get absorbed efficiently by your body, so there is plenty available for the micro organisms that live in your large intestine to convert into hydrogen and methane.
A lot of the hydrogen and methane escapes your body as flatulence or belching but some is absorbed into your blood. The hydrogen and methane in your blood is released in your lungs and can be measured on your breath with a breath test.
Breath tests are a simple and safe way to collect these gases from your breath to start understanding your symptoms. This forms part of the information that a specialist doctor can use to help you to take better control of your gut health.
HYDROGEN AND METHANE BREATH TEST KITS (FGC PATIENTS ONLY)
What can I eat before doing the test?
At least 24 hours before starting the test you will need to limit your diet to the foods listed below. For the last 12 hours before starting the test you will need to fast completely (no food or drink).
If you normally do not eat any of the foods on the list, then you will need to fast for the full 24 hours before the test.
Foods you can eat on the limited diet are:
- plain white bread (including gluten-free) – all forms of bread (baguettes, rolls etc.) and toast are allowed
- plain white rice
- plain white potatoes (no skin)
- baked or grilled white meat or fish (no oily fish, no skin)
- plain tofu
- a maximum of two eggs
- water
- non-flavoured black coffee or
- black tea (no milk, no herbal teas)
- only salt may be used to flavour your food.
- a little butter, oil or margarine is permitted (1tsp)
No other foods or drinks are allowed.
Milk and milk substitutes including oat, almond, rice and soya milks are not permitted.
HYDROGEN AND METHANE BREATH TEST KITS (FGC PATIENTS ONLY)
How long does the test take?
Collecting each sample will take less than a minute. You will need to collect several samples at specific times over a period of 2-4 hours. Read the instructions provided with your test carefully before starting.
HYDROGEN AND METHANE BREATH TEST KITS (FGC PATIENTS ONLY)
How do I get my results?
If you are a self-referred or private patient the results will be emailed to you and/or the doctor that referred you or that we recommended to you. If you are an NHS patient, please contact the hospital that referred you for the results.
Once the kit arrives back at our lab, the results will typically be available within 5 working days.
The test is analysed by a state-of-the-art gas chromatography system, which measures hydrogen, methane, and carbon dioxide levels in line with recommendations by the UK and North American Consensus on Hydrogen and Methane-based Breath Testing.
HYDROGEN AND METHANE BREATH TEST KITS (FGC PATIENTS ONLY)
Lactulose – Small Intestinal Bacterial Overgrowth (SIBO)
A lactulose breath test is used to diagnose SIBO, or Small Intestinal Bacterial Overgrowth. SIBO can cause symptoms like abdominal pain, bloating, and change your bowel habit, as it causes excessive fermentation by bacteria in your small intestine. This test can also see if you have excess methane in your gut, which can cause similar symptoms.
We recommend a lactulose test to check for SIBO in most people. Lactulose is a non-digestible sugar so it passes through your whole gut. This means it can give us information about the bacteria in your large intestine as well as your small intestine.
HYDROGEN AND METHANE BREATH TEST KITS (FGC PATIENTS ONLY)
Glucose – Small Intestinal Bacterial Overgrowth (SIBO)
Similar to a lactulose breath test, glucose can also detect SIBO. This test can also see if you have excess methane in your gut, which can cause similar symptoms to SIBO. However, glucose sugar is fully absorbed within the small bowel, so it can’t tell us about bacteria in your large bowel. Glucose is recommended for patients with altered gut anatomy – for example people who have had weight loss surgery or have had part of their small bowel surgically removed, as it reduces the risk of false positive results that could result from these surgeries, when using a lactulose HMBT.
HYDROGEN AND METHANE BREATH TEST KITS (FGC PATIENTS ONLY)
Lactose
A lactose breath test is useful to diagnose lactose malabsorption or intolerance, which can cause abdominal symptoms in response to eating dairy products. Before doing a lactose test, we recommend you first take a Lactulose or Glucose SIBO test. The presence of SIBO can cause a false positive result for lactose malabsorption, so it’s important to rule this out with a SIBO test first.
HYDROGEN AND METHANE BREATH TEST KITS (FGC PATIENTS ONLY)
Fructose
A fructose breath test is useful to diagnose fructose malabsorption or intolerance, which can cause abdominal symptoms in response to eating certain fruits. Before doing a fructose test, we recommend you first take a Lactulose or Glucose SIBO test. The presence of SIBO can cause a false positive result for fructose malabsorption, so it’s important to rule this out with a SIBO test first.
HYDROGEN AND METHANE BREATH TEST KITS (FGC PATIENTS ONLY)
How do I purchase a test?
Currently breath testing kits for SIBO and food intolerances are only available to people in Great Britain and can be purchased for £250.
To get your test, choose your test and complete the form. Please note, no payment is taken at this stage.
Our FAQ section might not have the answer you’re looking for right now but our team certainly will. If you need answers, contact us