Dealing with delivery issues associated with the COVID-19 vaccines and consumables

Vanessa Chapman, Associate Professional Lead for Medicines Information, Midlands & East, Midlands and East Medicines Advice Service (Midlands site) & UK Drugs in Lactation Advisory ServicePublished

Specific supply chain routes have been set up for both vaccine, and equipment and consumables. Dedicated service desks handle issues.

Supply chain for Covid-19 vaccines

Pfizer-BioNTech

You can find details about the ordering process for this vaccine in our Standard Operating Procedures for Trusts and for PCN designated sites.

AstraZeneca 

You can find details about the ordering process for this vaccine in our Standard Operating Procedures for Trusts and for PCN designated sites.

Supply chain for equipment and consumables

The National COVID-19 Vaccination Programme has established a dedicated supply chain, the COVID-19 Vaccination Channel (CVC), to provide the majority of equipment and consumables to administration sites. Items supplied through this channel are defined by the Supply Inventory List (SIL) .

A limited number of additional items are being delivered by alternative routes; these include:

  • Anaphylaxis kits—delivered through pharmacy wholesalers
  • Ultra low temperature PPE for hospital hubs, freezers and fridges etc—delivered directly

Escalating delays or issues with deliveries

Dedicated Service Desks have been established and are the first contact point for delays or issues with deliveries of the vaccine, consumables, deliverables or equipment. They should be used regardless of the route of delivery (i.e. CVC, pharmacy wholesalers or direct delivery).

They handle queries related to:

  • Late arrival of items
  • Deliveries with fewer items than in the schedule for the organisation
  • Deliveries with less volume of an item than in the schedule for the organisation
  • Deliveries with damaged items

They cannot:

Feedback on volumes should be via your NHSE/I Covid-19 Regional Operation Leads or Regional Chief Pharmacist (contact details below). Volume changes will only be made at a national level.

Contacting the National Vaccination Programme Service Desks

Issues with vaccine supplies, consumables or equipment deliveries

Any issues with vaccine supplies, consumables or equipment should be reported through:

Email: CS@nhsvaccinesupport.com

Telephone: 0800 678 1650

The ‘Servicenow’ desk is available from 07.00 to 19.00 daily.

When contacting the service desk you will need to provide:

  • Your name and contact details
  • What the issue relates to
  • The site you are calling about

Issues with IT enquiries

Issues relating to IT enquiries or hardware should be directed to the Covid Vaccination Help Desk:

Email: vaccineservicedesk@england.nhs.uk
Telephone:  0300 200 1000

The help desk is available from 06.00 to 22.00 daily including Bank Holidays.

Regional Chief Pharmacists

You can contact the individual for your region by clicking on their name below:

East region – William Rial

London – Richard Goodman

Midlands – Richard Seal

North East – Michele Cossey

North West – Karen O’Brien

South East – Sue Ladds

South West – Stephen Brown