Manufacturer contingency arrangements

Manufacturer contingency arrangements

The table below summarises the contingency arrangements for the manufacturers and products that PSNC is currently most frequently receiving calls about:


Affected Products include

Summary of Contingency Ordering Procedure



If a pharmacy has difficulties in obtaining stocks of these medicines from the wholesaler they should contact the ALK Customer Services Team on 0118 903 7940, emergency supplies can then be located and dispatched. The Customer Services Team are available 9am to 5.00pm Mon-Thurs and 9am to 4.30pm Friday.

Alcon Laboratories


If a pharmacy is unable to obtain stock via the wholesale route, they should call Alcon customer services on 0845 600 1453



Contingency or emergency supplies of Archimedes products can be obtained in an emergency e.g. local wholesaler is out of stock, and can be can be delivered direct to pharmacy within 24 hours. Pharmcies should contact Archimedes on 0118 931 5060.

Astellas Pharma Limited


If a pharmacy is unable to obtain stock via Alliance Healthcare Distribution Limited, they should call Astellas Customer Services on:

0203 379 8721. Alternatively please email



If any pharmacy has problems with obtaining stock of any AZ medicine from AAH or Alliance – they should contact the Supply Chain Team on 0800 032 0501. Website

Boehringer Ingelheim


If any pharmacy has problems with obtaining stock of Boehringer Ingelheim medicines – they should contact Boehringer Ingelheim customer services on 01344 741101. Alternatively complete the emergency supply form and fax it to: 0845 601 2633

Bristol-Myers Squibb

Questran 4g sachet Powder

BMS Customer Services can be reached directly on 01244 586 250.



Chugai advised that due to manufacturing difficulties community pharmacies are not expected to be able to obtain Antepsin until early 2017. See here for details.

Daiichi Sankyo

Sevikar HCT

Pharmacies who have difficulty obtaining Daiichi Sankyo UK Ltd products can contact Daiichi Sankyo UK Ltd Emergency Supply Service on: 01483 755133/Email:

Alternatively, complete the emergency supply form, and fax it to the emergency supply fax number: 0844 443 2423.

To download the form click here.

Dr Falk

Budenofalk, Salofalk and Ursofalk

For pharmacies experiencing difficulties obtaining stock of Dr Falk products:

Budenofalk capsules, Budenofalk granules and Salofalk suppositories are only available via our solus distribution partner AAH. For these products please phone AAH customer care on 0844 561 8899.

If any other Dr Falk product is not available from wholesalers, please phone our pre-wholesaler Alloga UK on 01773 515171 to place a direct to pharmacy order. Retail pharmacies can be invoiced via AAH, Alliance or Phoenix.

Dr Falk Pharma UK Ltd Tel: 01628 536600 Email:


 All licensed products

Contingency or emergency supplies of Ferring products can be obtained by calling Ferring Customer Services on 0844 931 0052 or by e-mail:

Grunenthal UK Ltd

Arcoxia, Palexia IR, Palexia SR, Recivit, Tramacet, Versatis & Zydol

From February 1 2015, the following products are available through AAH in a sole distribution model: Arcoxia, Recivit, Tramacet, Versatis & Zydol.

Should you not be able to obtain stock of one of the above products from AAH, please contact UDG Customer Services on

01773 515171.

Palexia IR & Palexia SR are currently available to purchase through:

AAH Pharmaceuticals, Alliance Healthcare, Phoenix Healthcare & Movianto/ Sangers in Northern Ireland.


Havrix Monodose

Due to unexpected manufacturing issues, UK availability of monovalent hepatitis A vaccine (Havrix Monodose™) from GSK will be reduced through 2015. GSK will implement strategies to ensure continuity of supply for the available vaccine stock, starting October 2014, with priority to GPs, Hospitals, Travel Clinics and Occupational Health Practitioners. Supply constraints are not anticipated to pose risks to public health in the UK as alternative hepatitis A vaccines are available from other manufacturers. Also, combination Hepatitis A vaccines are available from GSK. Supply is expected to return to full capacity by early 2016.


For any additional information, please contact the GSK customer care team on 0800221441



If any pharmacy has problems obtaining Janssen-Cilag products from their wholesaler they should complete the emergency supply form, and fax it to the emergency supply fax number: 01494 567401

To download the form click here.

Leo Pharma


Emergency Supplies of Leo products can be obtained via their distribution partner, Alliance Healthcare. Please contact them directly on Tel. 0203 044 8930 Mail.

Lilly UK


If wholesaler can’t supply the product, contact Lilly’s emergency ‘Direct 2 Pharmacy’ customer service desk which is open Monday – Friday, 8.30am – 5pm 0800 0121178




Cipralex & Ebixa: Lundbeck products are distributed to the market via Alliance Healthcare.Lundbeck advise:If you have outstanding prescriptions and your Alliance Healthcare depot has stock you must call your local Alliance customer service and request that these are fulfilled.If Alliance cannot fulfil your order due to you having reached your quota please ask alliance to review.
If Alliance are out of stock then please call Lundbeck on 01908 638935 for emergency orders.

Lundbeck shall, from time to time, randomly carry out script verification and you may be requested to fax over copies of prescriptions you require emergency supplies for. All patient data and prescriber details must be obscured.


Meda Pharmaceuticals

EpiPen ® and EpiPen Jr Auto-injectors

If a pharmacy has difficulties in obtaining stocks of these medicines from Alliance they should contact their Alliance account manager, as stock can be redistributed amongst the Alliance depots. If necessary, they can contact Meda Pharmaceuticals on 0845 460 0000, from 8.45am to 4.45pm Mon-Fri

Merus Labs


Any pharmacy having difficulty in obtaining stock should contact their local Alliance Healthcare Customer Services Team.




If you are unable to obtain an MSD product from your wholesaler, please contact MSD customer services on 01992 452094 or email for further information.

Delivery will normally be made within 48 hours.


Afinitor 5mg & 10mg

Entresto 24/26mg, 49/51mg & 97/103mg

Estradot TTS-25, 37.5, 50, 75 & 100 Patches

Exjade 500mg 

Sandostatin LAR powder and solvent for susp for injection vials 10mg, 20mg & 30mg

Tasigna 150mg &200mg

Ultibro Breezhaler

Votrient 200mg & 400mg

Products are only available via Alliance and AAH.

Novartis is also able to deliver directly to pharmacies with a direct account if there are any supply difficulties with the wholesalers. To order directly, call Novartis Customer Care on 08457 419 442, or fax the Novartis Pharmaceuticals Emergency Order Form to 0845 741 9443 (or email it to 

Deliveries will normally be made within 48 hours of order, depending on location.

Novo Nordisk


If sufficient supplies of product are not available from a pharmacy’s wholesaler for any reason, Novo Nordisk can ship direct to a pharmacy if they have a patient prescription to fulfill.

Urgent orders can be placed by phoning Novo Nordisk Customer Care on 0845 600 5055.


Metabolics and Allergy products

If a pharmacy has difficulties in obtaining stocks of Nutricia Advanced Medical Nutrition products from Alliance, they should contact Nutricia on 01225 – 711688 requesting to speak to the Key Account Team – Supply Chain, where emergency supplies can be located and dispatched.
The Key Account Team – Supply Chain is available 9am to 5.00pm Mon-Thurs and 9am to 4.00pm Friday.


Abilify 30mg

If any customer has difficulty in securing Abilify stock for UK patients, please contact Otsuka Customer Services directly on 0203 747 5300



If a pharmacy is unable to obtain a Pfizer product from Alliance Healthcare they should call the Pfizer Customer Contact Centre on 0845 608 8866, Option 2, Option 9 to speak to a Pfizer representative. Pfizer Customer Contact Centre opening hours are from 9am until 5.15pm Monday – Friday.

The most up to date stock availability can also be viewed online by signing in to

Reckitt Benckiser

Subutex, Suboxone

Due to supply issues experienced by other alternative manufacturers, there has been a surge in demand for Subutex and Suboxone. RBP are doing everything they can do meet this increased demand and to replenish stock at all wholesalers.

In case of emergency only, please fax Reckitt Benckiser’s national distributor UDG, on 01773 810 644 with the following details:

   The name and address of the pharmacy

   Their wholesaler name, address (town) and account number

   Their order requirements i.e. what product /formulation/strength and how many packs

Alternatively, an order can be emailed to

UDG Customer Services can be contacted on 01773 510123 or 01773 515170.



If wholesaler can’t supply the product, you can contact Roche Customer Care on 0800 731 5711. Delivery will normally be made next working day for orders received up until 4pm, dependent upon location.



INSUMAN Basal cartridge

INSUMAN Rapid Cartridge

INSUMAN Basal Solostar

INSUMAN Basal Vial

INSUMAN C25/75 Solostar

INSUMAN Comb 15/85 Cartridge

INSUMAN Comb 25 Vial

INSUMAN Comb 50 Cart

INSUMAN Comb 25 Cart




RENVELA 800mg -0248)

RENVELA 4g Sachets


Alliance Healthcare (Distribution) Ltd is the sole outsourced provider of the Sanofi Emergency Orders service for the listed Sanofi medicines to pharmacies in England (customers in Northern Ireland will receive deliveries from Sangers Northern Ireland).

In the first instance, please place orders for these medicines in your normal way, electronically or by contacting your wholesaler’s local service centre. In the event that you are unable to source these medicines from your usual wholesaler (including Northern Ireland), please contact the dedicated Alliance Healthcare (Distribution) Ltd emergency order hotline: 0203 0448930 (email:

Any other Sanofi product issues, please contact Sanofi Customer Services team: Tel: 0800 854430 (






If wholesaler can’t supply the product, then fax UCB’s national distributor Alloga, on 01773 810 644 with the following details:

   The name and address of the pharmacy

   Their wholesaler name, address (town) and account number

   Their order requirements i.e. what product /formulation/strength and how many packs

   The urgency of the situation (deliveries are usually made within 3 working days but can in exceptional circumstances be made in 2 or 1 working days)

Link: Template Fax Back Form (PDF File)

UDG Customer Services can be contacted on 01773 510123 or 01773 515170.

Warner Chilcott Ltd (previously Procter & Gamble   Pharmaceuticals)

Actonel Once Weekly

Warner Chilcott Ltd have provided the following statement regarding emergency supplies of Actonel:

“Warner Chilcott (formerly Procter & Gamble Pharmaceuticals) does not have a direct ordering system.

We make Actonel available through three wholesalers in the UK- AAH, Alliance & Phoenix and in N. Ireland – AAH, Sangers & Alliance.

If you experience problems sourcing Actonel from any of these wholesalers you can contact us at 0800 0328701 (UK) and 1800 882937 (ROI). You will be asked to try with the wholesalers for three (3) working days from the first call. If you are still unable to get the product from any of the wholesalers we will be able to source an emergency supply.”


Latest Dispensing and Supply news

View more Dispensing and Supply news >

April 2017 Price Concessions/NCSO

The Department of Health has granted the following price concessions for April 2017: Drug Pack size Price concession Amitriptyline 50mg tablets...