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 858 575
North East England Normanton 01924 328 722
North Midlands Alfreton 01623 587 173
East of England Bury 01622 402 691
Central England Rugby 01623 587 092
Southern England Maidstone 01622 402 669
South West England Bridgwater 01623 587 165

Urgent Service Updates

23/05 11:10The supply issue at NHS Supply Chain’s National Distribution Centre (NDC) in Rugby is now resolved. The technical issue with the affected “storage tower” has been corrected and the 384 products previously affected are now available to order.

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