Out of Hours, Urgent or Emergency Deliveries
Normal Office Hours
Telephone lines to our Customer Service Teams are open:
- Monday – Friday 8am to 5pm.
- This excludes Bank Holiday Mondays and other Public Holiday dates (for example Good Friday, Christmas Day, Boxing Day, New Year’s Day).
If an emergency occurs within our normal office hours please contact your usual Customer Services Advisor.
See our Useful Links section for contact details of our Customer Service Teams.
Out of Hours Telephone Numbers
For emergencies that occur outside of normal office hours, please contact your supplying distribution centre using the telephone numbers listed below.
North West England
Runcorn
- 03000 136 202
North East England
Normanton
- 03000 136 201
North Midlands
Alfreton
- 03000 136 203
East of England
Bury
- 03000 136 207
Please note: Before using any of the supplying distribution centre emergency numbers listed, please check which depot you are serviced from.
Central England
Rugby
- 03000 136 204
Southern England
Maidstone
- 03000 136 206
South West England
Bridgwater
- 03000 136 205
See our Downloads ▼ section for more information on our out of hours, urgent and emergency deliveries.
Urgent and Emergency Deliveries
We recognise that occasionally situations occur when you may need clinical products in a hurry.
We aim to provide deliveries to your trust 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 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.
See our Useful Links section to contact your Customer Service Team at the earliest opportunity with a reason for the request. They will inform you if your request can be accommodated and what charges, if any, 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 and you may be charged for the delivery dependent upon the route.
See our Useful Links section to contact your Customer Service Team in the first instance, stating the reason for your request.
Urgent Deliveries – Major Incident, Clinical or 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.