FAQs

Answers to the questions raised during and after our webinars can be found below. We have grouped them into categories. Please note, if your question was very specific to an individual issue regarding your trust, we will resolve this separately with you and a member of our Customer Services or Customer Relationship Management team will contact you.

Customer SupportDeliveriesEmergency OrderingOrderingPPE Logistics ServicePPEReturns and Discrepancies


Customer Support

What do we do if our Roll Cages have not been collected?

Please work with your Customer Services Advisor to review your position and arrange the return of any outstanding roll cages.

Who do I raise a query with the safety/quality of products procured outside of NHS Supply Chain?

Health Service England (HSE) will answer your queries related to the quality and safety issues for products procured outside of the NHS Supply Chain.

What is an STP?

STP stands for sustainability and transformation partnership. These are areas covering all of England, where local NHS organisations and councils drew up shared proposals to improve health and care in the areas they serve.

Can NHS Supply Chain support separate clean delivery and dirty pickup locations for roll cages?

NHS Supply Chain roll cages should only be used in customer store locations. There has been a clear direction that our roll cages are not for laundry or ‘dirty’ use. It is the customer’s responsibility to ensure that NHS Supply Chain roll cages are only used for the purpose for which they are provided.

How can I access the Trust Reporting system to see delivery manifests and order status?

Your own organisation Procurement and Supplies team will be able to assist you with access.

Where can organisations find their DoH code?

From your own organisation Procurement and Supplies team.


Deliveries

What is the weekend delivery window?

The weekend delivery window is from 6am to 10pm. If a delivery needs to be made outside of these times, we will notify your emergency delivery contact beforehand. Please note that if the delivery is for PPE products for the Dedicated PPE Supply Channel, this will be an NSDR delivery and may not be subject to this time frame.


Emergency Ordering

When do I contact NSDR?

For NHS Trusts, if you need more volume than you have been provided, having used all your local stock, and sought mutual aid from other Trusts in your STP, then escalate your emergency to NSDR.

For Community Healthcare Partners, please ensure you have followed your usual BAU procedures which may include wholesale provision, contacted your local trusts or health organisations for mutual aid, contacted your Local Resilience Forums (LRF), and submitted your emergency order through the PPE Portal . N.B. Only if the LRF or PPE Portal is unable to meet your urgent PPE needs, should you contact the NSDR 24/7 hotline.

Providers who need emergency supplies of PPE can continue to contact the NSDR 24/7 hotline on 0800 915 9964.

When contacting the NSDR 24/7 hotline, please have the following details to hand:

  • Name, email and telephone number of the requestor.
  • Name, email and telephone number of a contact for the next 24 hours (e.g. out of hours cover if the original requestor will be unavailable).
  • Delivery address, including postcode and named contact for receiving deliveries.
  • Confirmation that your organisation is able to receive the delivery outside of normal business hours.
  • Number of COVID-19 patients being treated (confirmed and suspected).
  • Number of beds in your organisation (if appropriate).
  • How long your current PPE stock provides cover for (e.g. <24 hours; 1-2 days, or more than 2 days).
  • Which products you are requesting and in what quantity.

Does NSDR cover the whole UK or just England?

NSDR covers the whole of the UK.

What does NSDR mean?

National Supply Disruption Response team.

Does the NSDR need daily escalation?

If a requirement has been logged with NSDR and has a CPC Case Number that meets NSDR requirements; there is only a requirement to raise again if you have a second requirement after the initial one has been resolved.


Ordering

If NHS Supply Chain are unable to fulfill orders which are placed, please can you confirm what will the Trusts be invoiced?

NHS Supply Chain only invoices for products dispatched.

With the new PPE Dedicated Supply Chain in place, will PPE products and BAU (non PPE) products have to be ordered separately?

If you are an Acute, Community, Mental Health, Ambulance Trust, commissioned CIC or Social Enterprise NHS customer, you will be receiving PPE Push deliveries to the procurement and supplies team in your organisation. Non PPE Products will be fulfilled through your normal ordering through the NHS Supply Chain.

Primary, Adult Social Care, Dentists, Pharmacies, Adult Care Homes, Hospices and third sector NHS customers are advised to order PPE from their wholesalers, LRFs or via the PPE Portal.

Is action being taken against organistion as regarding excessive increased volume and moving demand into NHS Supply Chain from elsewhere?

Yes, the NHS Supply Chain will contact all accounts with the usage that is causing an issue.


PPE Logistics Service

Is there a date by which the national PPE deliveries will stop?

Currently, this is unknown and it is subject to NHS England and NHS Improvements decision.

How will NHS Supply Chain customers use this new channel?

Customers are advised to check the new webpage created for this dedicated shipment channel: https://www.ppe-dedicated-supply-channel.co.uk/

Here you can find information on the new Customer Services team set up to respond to PPE queries on deliveries. This new team will operate 24/7 and can be contacted on 0800 8766802. They will be focused on responding to the following queries for customers:

  • Check if you are on the current delivery schedule
  • Check what deliveries you will receive in the following 24 hours
  • Manage changes to delivery addresses
  • Address delivery discrepancies.

Existing NHS Supply Chain customers with queries regarding any other non-PPE NHS Supply Chain catalogue items, even if they have an urgent requirement for these items should contact their existing NHS Supply Chain Customer Services team contact in the usual way.

If trusts still have escalations round the availability of PPE stock they should continue to contact the National Supply Disruption Response (NSDR) unit on:
Freephone number in the UK: 0800 915 9964
Direct line: 0044 (0) 191 283 6543

How do we report issues with Clipper Logistics deliveries?

Please contact the Dedicated PPE Channel Customer Services Team on 0800 876 6802.


PPE

How can I escalate a PPE product availability emergency?

The first step is to contact your NHS Supply Chain Account Manager, who can understand your request, check the PPE manifest and also check for other supplies available locally. If your Account Manager has exhausted all means of assistance the second step is to contact NSDR who is available 24/7 on 0800 915 9964.

Please note that NSDR is only to be contacted in the case of a clinical emergency, this constitutes as an instance where care would have to stop or change due to supply.


Returns and Discrepancies

Which back orders are now being processed?

When backorders were turned on, it only applies to orders made since 4 May 2020.

How are we to return quarantined stock?

NHS England and NHS Improvement will advise of the next steps, we will cascade this information when it is available.

What are NHS Supply Chain customers advised to do after having discrepancies?

In the current emergency response, NHS Supply Chain asks customers to log discrepancies and contact their NHS Supply Chain Customer Services Advisor to arrange a refund. Please note that refunds are only avialable on discrepancies at this time.

Are you accepting returns and back orders?

No, due to the COVID-19 related demand, we are unable to accept or process returns or back orders. We will prioritise the response to COVID-19 for as long as necessary but will address back orders and returns as soon as it is possible.

Unfortunately we are not in a position to facilitate any historical returns for health and safety reasons as there is possible contamination risk and because we need to comply with the Medical Device Regulations.

This means that any products which are sent to you in error needs to be retained by you and utilised within your trust and/or be subject to mutual aid where possible. If you do receive a product in error please report this via customers service to arrange credit where applicable.

We will let you know when we will be in a position to reinstate an updated returns process for any products sent in error after the date of when this process is live as it needs to address the current circumstances that we are operating in.

When will returns be accepted again?

Unfortunately, we are not in a position to facilitate any historical returns for health and safety reasons as there is possible contamination risk and because we need to comply with the Medical Device Regulations.

This means that any products which are sent to you in error need to be retained by you and utilised within your trust and/or be subject to mutual aid where possible. If you do receive a product in error please report this via Customer Services to arrange credit where applicable.

We will let you know when we will be in a position to reinstate an updated returns process for any products sent in error after the date of when this process is live as it needs to address the current circumstances that we are operating in.