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.