Improvements to Our eDirect Back Order Management Process
We are expanding our manual back order management service to cover all eDirect suppliers. This will be achieved through a phased rollout, with significant coverage anticipated by the end of 2024.
As the phased rollout progresses, we will update this page with details of the suppliers due to migrate and those who are already using the service.
- See our Downloads ▼ section to view the most recent list of suppliers.
On this page we have also published some Frequently Asked Questions, which along with the information in our original article, provide more details about the improvements to our eDirect back order management process.
| Suppliers migrating 1 July 2024 | |
|---|---|
| A C Cosser & Son (Surgical) Ltd | Kimal PLC Non Stock |
| Arthrex Ltd | Pennamed Ltd |
| Charles Bentley & Son Ltd | Rhodes Pharma Ltd |
| Fisher & Paykel Healthcare Ltd | Steris Solutions Limited |
| Henry Schein Dental | Steroplast Ltd |
Original article
Our eDirect supply route enables us to offer products to the NHS not currently stocked in our warehouses.
This established supply route has experienced significant growth over the last 17 years and is now our largest route to market.
Customers order products through our online catalogue that are delivered directly from the supplier but invoiced through us, reducing administration for customers and suppliers.
In instances where a supplier cannot completely fulfil an order, the supplier accesses our Supplier Portal to reduce the order quantity and complete the order.
Customers then receive an automated email alerting them to the order amendment and to re-order the balance, which we know is a challenge to manage.
As part of our ongoing commitment to deliver supply chain excellence, we are expanding our existing manual back-order management process from the 11 suppliers of Cardiology and Orthopaedics products to the rest of the eDirect supplier base. This will provide a consistent service across the supply route.
How the new process will work:
- Our Customer Services National Admin Unit (NAU) will receive daily updates from suppliers of what they are not able to fulfil.
- The NAU will email customers to advise that part of the original order will not be fulfilled, providing an estimated new fulfilment date. Where orders have been placed via our online catalogue (or eDC), these emails will be issued to the person who placed the original order. Where customers order via their own Purchase to Pay (PTP) system, we will email the customer nominated requisition point contact.
- The NAU will then rekey the order balance through the online catalogue on behalf of the customer, eliminating the need for customer intervention and enabling better visibility of the order progress. It is intended that the new order created for the balance will reflect an accurate delivery date from the supplier, rather than the standard lead time.
The expected benefits are:
- Improved customer experience and communication
- Streamlined processes
- Reduced activity for trusts
- More efficient purchase to pay process.
When this will start to happen
We will be expanding the back-order management process via a phased rollout. Suppliers will be prioritised by sales value and number of order amendments. We anticipate the phased rollout will commence 1 July 2024, with intention to achieve significant supplier coverage by the end of the year.
As part our supply chain strategy, our ambition is to provide a fully automated solution for a new direct shipment channel. However, this will not be possible in the short term and therefore this manual step will improve the performance of the supply chain for the NHS in the interim.
If you have any queries about the new process, please contact:
Frequently Asked Questions
We do not intend to invest in development of legacy systems, in favour of longer term investment in a new platform. However, as an interim measure, extension of the manual back-order process seeks to alleviate known limitations and frustrations of the current Supplier Portal.
The service as it stands with 11 Cardio and Orthopaedic suppliers, has been successfully operating in excess of 5 years. Consistently good feedback regarding the process, demonstrates the benefit the enhanced service provides over the generic eDirect supply route.
We expect to achieve significant supplier coverage by the end of the year (2024). Suppliers are being prioritised by sales value and current number of order amendments, to make maximum positive impact on the service experience.
We have a scheduled migration of suppliers across to the service. An emailed update will be issued ahead of each supplier migration. We will also publish an up to date list of suppliers who have migrated on this page. See our Downloads ▼ section to view the full list of current suppliers who have migrated. There is also a link to the webpage embedded in the automated email, issued when a supplier makes an amendment.
You will receive the following points of contact:
– An automated email advising the supplier has amended your order.
– If the supplier of that product has migrated to the manual back-order service, within 24 hours of the initial email you will receive an email from our Customer Service National Administration Unit advising detail of the rekeyed order.
– You will only receive subsequent communication, if the supplier makes a further change to the order via the Supplier Portal.
Where orders have been placed via our online catalogue (or eDC), the email will be issued to the person who placed the original order.
Where orders have been placed through your own Purchase to Pay (PTP) system or via new IMS provider, we will email the nominated requisition point contact, maintained in On-line Ordering. Your Trust Administrator can amend nominated requisition point contact details – it may be worth considering a centralised/team email address to support communication management.
Where orders have been placed via our online catalogue (or eDC), the email will be issued to the person who placed the original order.
Where orders have been placed through your own Purchase to Pay (PTP) system or via one of the new IMS providers, we will email the nominated requisition point contact, maintained in Online Ordering. Your Trust Administrator can amend nominated requisition point contact details – it may be worth considering a centralised / team email address to support communication management.
We rekey orders on the same day we receive advice of the amendment from the supplier, up until the usual 4.30pm shut-off. Supplier advice received after this time, would mean rekey rolls in to the next working day.
We will only accept back-order fulfilment dates up to 30 days from point of initial supplier amendment. If the product cannot be fulfilled within 30 days, the order will be cancelled and not held on back-order. Our Customer Service National Administration Unit will provide advice if this occurs, to allow you to make alternative arrangements. This will then prompt further action by our Inventory Management team to investigate the availability issue.
This service should mean the rekey date of the order is accurate, and does not require any further amendment by the supplier.
However, should this occur an email will be forwarded to the original contact.
Where orders have been placed via our online catalogue (or eDC), the email will be issued to the person who placed the original order.
Where orders have been placed through your own Purchase to Pay (PTP) system or via new IMS provider, we will email the nominated requisition point contact, maintained in Online Ordering. Your Trust Administrator can amend nominated requisition point contact details – it may be worth considering a centralised/team email address to support communication management.
Any such examples will also be monitored by our Inventory Management team, to ensure there are not repeated ‘push-outs’.
Our Customer Service National Administration Unit will rekey one line orders, which will allow suppliers to effectively manage orders based upon their expected fulfilment dates.
The order will be rekeyed via Online Ordering. This allows us to include your original order number in the Local Reference field, which will be prefixed with ‘BO’.
The Local Reference detail is then present within Online Ordering Latest Orders, on any subsequent emails regarding the order, reportable on the TR21, and included in your invoice backing data.
If you need further detail or advice regarding a rekeyed order, please contact your usual / regional Customer Service Advisor for assistance.
If you need further detail or advice regarding cancellation of a rekeyed order, please contact your usual / regional Customer Service Advisor for assistance.
Useful Links
-
eDirect in Focus
An overview of the enhancements we're making to the capability of the eDirect ordering route, as part of the Service Improvements programme.
Downloads ▼
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eDirect Manual Back Order Management Service Supplier List
An Excel file detailing the full list of suppliers due to migrate or already using the service.