COVID-19: Working together to support UK healthcare delivery

Last Updated: 09:30 on Monday 30 March 2020

Announcement Important service changes: Help us to help you during the COVID-19 pandemic

As a leading pharmaceutical wholesaler, we recognise and embrace our role in providing front line support to you and your patients during the current COVID-19 global pandemic. We also recognise the incredible efforts you carry out to support UK healthcare.

During this testing time, and to ease any related financial pressures, we are temporarily lifting the fuel surcharge, effective 01 March 2020.

Working together to support UK healthcare delivery, we have identified a further three steps across our business that we will implement to help us to help you. Effective from Monday 23 March 2020, we are making the following changes to our service until further notice.

Temporary change to Returns  – Ordered in Error

We will not be accepting the return of products which are ordered in error. To minimise the impact of this essential change, please check your orders carefully before transmission. Other returns will not be affected - Click here to read the updated returns policy.

Temporary change to Ordering Cut off Times

To support us to continue to supply you as normal, we have made changes to our ordering cut-off times, as follows:

  • AM – order cut off will be 12:00 for all customers (if you currently have a pre 12:00 in place this will remain)
  • PM – cut off 18:00

Temporary change to Priority Picking

To ensure effective operational capacity to support UK healthcare, we are naturally prioritising the picking of essential POM medicines. This could result in other items; in particular Health & Beauty orders, arriving later than our normal turnaround (up to 72 hours from order placement). Please do allow us extra time to fulfill your order 

Other ways you can support, help us to help you

We have identified a number of steps that will help you to better serve your patients, and to help us maintain a good service.

Helping us look after you 

Ordering Online

We continue to invest in ways to allow our customers to better self-serve; saving them time and effort. We encourage all customers to use online systems wherever possible, such as the Alliance Healthcare Portal, PMR systems or Alliance Healthcare Direct, rather than call us.

For further information about the Alliance Healthcare portal, where you can order online, process missings and NWOS ordering, please click here.

Returning totes

Please ensure totes are returned to our Service Centres, so they are available for the pick and pack of your delivery items for your customers every day. They help us to protect and track medicines and are essential to safe medicines supply in the UK.

This is very important and we urgently need your support in maintaining safe, secure and continuous delivery of pharmaceutical goods in totes.  

Supporting our Alliance Healthcare teams

Protecting the wellbeing of our employees is equally important in the current context, and we are liaising closely with our teams across our business to provide support and clear guidelines. We have stringent protocols and ways of working in place now to protect us all, ensure we all stay fit and healthy and maintain business continuity including:

  • Strict hygiene, health & safety protocols for all colleagues across all functions to adhere to and ensure they stay safe, healthy and mitigate the risk of spreading infection.
  • A very detailed driver specific protocol with step by step checklist for daily way of working from beginning to end of shift.
  • Frequently updated guidance communicated to all colleagues with dedicated communication channels to support them.
  • Staying close with government and industry bodies. 
  • In accordance with government guidance, full and detailed scenario planning has taken place for various levels of absence and unavailability of critical roles and/or working locations (both office and operational) across the entire AHUK estate/network. 

Thank you

We would like to take this opportunity to once again thank all our customers, suppliers and partners for working together with us to support the health and wellbeing of the UK.