Specialist Service Providers. The model for the NHS Supply Chain has been fully operational since April 2019. Category Towers were launched in phases between October 2017 and July 2018. Each of the 11 Category Tower Service Providers (CTSPs) have been contracted for three years with options to extend for up to a further two years. Support services DXC Technology, a world leading independent, end to end IT services company, has provided supporting technologies and infrastructure services to the NHS Supply Chain since February 2019 following contract award in June 2018. They have been contracted to deliver services for four years with an option to extend for up to a further two years. Since February 2019, the logistics service for the NHS Supply Chain has been provided by Unipart Logistics, part of the Unipart Group and one of Britain’s largest employee owned companies. They were awarded the contract in August 2018 for three years with the option to renew for up to a further two years. NHS Supply Chain: Logistics functions cover warehouse, transport, inventory and our Customer Services team. As of April 2019, transactional services sit within Supply Chain Coordination Limited (SCCL), the management function of the NHS Supply Chain, provided as an in house service. Further details can be found at: xxxxx://xxx.xxxxxxxxxxx.xxx.xx/sccl/ Our Underlying Commitment to NHS Customers To deliver first class patient care we must deliver a strong supply chain. As the NHS, you need to be sure that the right product will be delivered to the right place at the right time. Our NHS customers benefit from: • Access to our comprehensive online catalogue of over 300,000 products. • Our strong partnerships with suppliers. • Delivery from our strategic network of depots, ensuring service coverage for the entire country. Our ethos is simple; to provide first class products and services at competitive prices in line with our customers’ needs. We also go that extra mile, providing a number of extra services to support your trust. Our Knowledge and Expertise Customer satisfaction is our priority and we are committed to providing the highest standard of service to every customer, every time. We have the following teams available to support this Framework: • Customer Services team • Remote Account Management teams • Clinical Nurse Advisors • Clinial and Product Assurance (CaPA) team • Implementation Managers. Customer Services Team As a valued customer you will be supported via your lead trust by Customer Services Advisors and Regional Customer Services Managers. Each Customer Services Advisor has key customers within each geographical area and every customer has a direct line number for their dedicated contacts. We provide the following services for customers: • Service performance and monitoring. • Providing you with product information. • Feeding information back into our team, based on the issues you raise to ensure our products and services continue to meet your needs. • All calls are logged on an electronic helpdesk for the resolution of queries. • Rapid response to all customer queries, with a named point of contact for each customer. Our telephone lines are manned from 8am until 5pm, Monday to Friday. In the first instance please contact your lead trust procurement department or alternatively you can email us via xxxxxxxx.xxxxxxx@xxxxxxxxxxx.xxx.xx. To find out more visit: xxxxx://xxx.xxxxxxxxxxx.xxx.xx/customer-service For contact details visit: xxxxx://xxx.xxxxxxxxxxx.xxx.xx/customerserviceteams Field Based Support Working in harmony with our office based teams, we have a national network of Implementation Managers, Customer Relationship Managers, Senior Customer Relationship Managers and Clinical Nurse Advisors and Remote Account Managers. Our field based teams work with customers on an appropriate level to manage their supply chains effectively, support critical and ongoing business requirements, also driving identification and delivery of savings opportunities. In addition Category Towers product specific customer engagement teams work for Category Tower Service Providers (CTSPs) as Field Managers, Implementation Managers, Business Development or Client Managers to maintain effective relationships with trusts and ensure products meet your needs and savings are delivered. eCommerce Deployment Managers work with you to make it as easy as possible to order through NHS Supply Chain. They support implementation and use of eDC and eDC Gold applications and inventory solutions: helping frontline hospital theatre staff to improve patient safety and deliver savings. For contact details visit: xxxxx://xxx.xxxxxxxxxxx.xxx.xx/contact/ Being the Voice of the NHS At NHS Supply Chain we are committed to ensuring that the products we provide are safe and reflect the needs and preferences of all of our NHS partners. In addition, NHS Supply Chain has a vital role in contributing to the upcoming changes to health and social care across England. The changes are underpinned by priorities set out within The NHS Long Term Plan (published January 2019). To support changes facing the NHS, we have developed the Clinical and Product Assurance (CaPA) team. CaPA will ensure that the procurement process is widely informed by appropriate stakeholders, who reflect the broad range of knowledge and expertise within the health and social care system. The CaPA Assurance Framework ensures that all of our procurement is underpinned by evidence and the expert input of relevant stakeholders. These include patients, users and national clinical expert bodies such as NICE, and GIRFT. CaPA is committed to supporting us to delivery of products that are safe, fit for purpose, innovative, and provide value for money to the NHS. This includes working with our NHS partners such as NHS England, NHS Improvement and NICE to support the introduction of new technology and innovation into the supply chain; providing demonstratable benefits for patients and users. In addition to providing product assurance, CaPA ensure that NHS Supply Chain products are safe. The team oversees the resolution of all product complaints which have caused, or pose risk of, patient or user harm. On behalf of our customers, CaPA work closely with our Category Tower Service Providers (CTSPs) and other key partners including the MHRA, to ensure safe and high quality products are available across the NHS. Getting Procurement Right for the NHS With the new NHS Supply Chain model, it remains critical to engage senior procurement individuals and clinicians. That have been selected to represent the NHS procurement and clinical communities in England, for a particular category specialism. They are key in helping us drive the delivery of the benefits of the NHS Supply Chain model across the NHS. NHS procurement and clinical communities work in collaboration with the NHS Supply Chain Category Tower Service Providers (CTSPs), to influence and shape key product categories on behalf of the wider NHS. This network of trusts and stakeholder groups throughout the country are consulted on and review product categories, which enable clear identification of opportunities for the application of Xxxx Xxxxxx principles. Our Trusted Customer programme also continues, and aims to unite the opinions and expertise in trusts with NHS Supply Chain’s strategic planning. The role of the Trusted Customer includes critical input and review of the category management strategies developed by the CTSPs category team, challenge where required and reach a point of an agreed strategy that you can support. The outcome of the procurement activities is shared across all NHS trusts with a focus on openness, transparency and standardisation, where appropriate. Delivering improved clinical governance, enhance patient care, reduce unwarranted variation and deliver best value for the whole of the NHS, underpins everything that we do. Things to Consider When Preparing Your Order CoSHH Before placing your order with us, please ensure that your health and safety representative visits our online catalogue and obtains CoSHH datasheets for any relevant products you require. Electro-medical products Before these products can be used, they need to be tested by your trust’s Electro Biomedical Engineering (EMBE) representative to ensure compliance with regulations. All electro-medical products are clearly labelled in our online catalogue with . This label shows products that fall under the 2006 WEEE regulations. Once these products reach the end of their life, the manufacturer is responsible for their collection, treatment and disposal. This also applies to similar products that you may have for disposal when ordering a replacement. We are not classed as the manufacturer of these products. However, we will provide you with information on who to contact should you wish to arrange disposal. If you wish to dispose of the product yourself, please be aware that this needs to be carried out at an authorised treatment facility. Medicinal products We have a small number of products available that are classed as `Medicinal Products’. These are regulated by the MHRA and as part of EU regulations for the distribution of medicinal products for human use (2001/83/EC) placed on the NHS Supply Chain, we are required to undertake customer validation checks. As such we reserve the right to restrict supply of Medicinal Products to validated customers only. If you order this classification of product from us you will be subject to an initial validation followed by annual revalidation in the form of a request for information. This will enable us to qualify you as a valid legal entity. Food products nutritional and allergen information Before ordering any of our food products, we strongly advise that you visit our online catalogue and view the related food datasheets, which include information on nutritional content and any food allergens the products may contain. Placing an Order with NHS Supply Chain To begin ordering you will need an account. As part of set-up, Independent Sector providers will be issued with a User Account and Requisition Point to order against. Before placing your order with us, you will need to choose your products from our online catalogue on our website, xxxxx://xx.xxxxxxxxxxx.xxx.xx/Catalogue/ Once you have identified all of the products you require, you are ready to place your order with us via our online catalogue and ordering system. Covering the entire process, from order through to invoice, our free of charge solutions can cut the time it takes for you to order the products that you need, as well as significantly reduce transaction costs. Our website also contains full user guides relating to our eCommerce systems, reports and services: xxxxx://xxx.xxxxxxxxxxx.xxx.xx/userguides Guides available include: • Online Catalogue and Ordering* • Billing
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Samples: Framework Agreement
