Customer Services

Information, help, support and guidance

We recognise that occasionally situations occur when you may need clinical products in a hurry.

We aim to provide deliveries wherever possible in relation to ‘urgent’ requests (where products are required outside the standard 48 hour delivery cycle) and ‘emergency’ requests (those related to major incidents and/or medical emergencies).

Urgent deliveries - Special picks

In the event that you require a product urgently for a scheduled same or next day delivery, a special pick can be arranged.

As special picks are more costly to process and deliver, these should be kept to a minimum. In the event that a request is made without a valid reason i.e. it is not directly related to patient care, then an additional charge of £35 may be levied in addition to any courier costs incurred.

Please contact your customer service team at the earliest opportunity with a reason for the request and they will inform you if your request can be accommodated and what, if any, charges will be applied.

Urgent deliveries - Unscheduled deliveries

These are 48-hour deliveries requested outside of your normal preferred delivery date. These are more costly to process and deliver therefore you should contact your customer service team in the first instance stating a reason for your request. You may be charged for the delivery dependent upon the route.

Support in the event of a major incident or clinical/medical emergency

NHS Supply Chain has a proven emergency service that is available to NHS trusts 365 days per year, 24 hours per day and is committed to delivery of a stocked product within five hours of any emergency request being received.

For products that are not stocked within our distribution centre network such as Blue Diamond or eDirect products, then we will endeavour to obtain stock for delivery within the shortest time possible.

Office hours

If the emergency occurs within working hours (Monday – Friday) 8am to 5pm then you simply contact your normal Customer Service Advisor.

Out of hours telephone numbers

For emergencies that occur outside of working hours, please contact your supplying distribution centre using the telephone numbers listed below. N.B. Before contacting an emergency number please check which depot you are serviced from.

North West England Runcorn 01928 858531
North East England Normanton 01924 328722
North Midlands Alfreton 01623 587173
East of England Bury 01622 402691
Central England Rugby 01623 587092
Southern England Maidstone 01622 402669
South West England Bridgwater 01623 587165

Urgent Service Updates

15/03 14:10Home Delivery Service – Update. Care home deliveries remain on schedule and own home deliveries are on track. Order volumes will return to full quantity from Friday deliveries onwards (15/03/2019). Patients who have received a reduced quantity will receive the balance of their order in the coming weeks. We are currently experiencing issues with the order status from our warehousing system into the HDS online system. This is being addressed and an update will be provided once it is resolved. For emergency queries only, please contact: Home Delivery Customer Service Manager, Cheryl Murray Tel: 07503 163 189 (for trust use only) Email: OR Home Delivery Customer Service Team Leader, 0800 141 2255 Option 2

18/03 10:08We are aware some users are experiencing performance issues with our online applications; ordering, catalogue and website. Our IT team are working on these issues as a high priority to restore normal service. If you require any support in the meantime then please contact your local Customer Service team.

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