Mandeville Medicines understands that there is a balance to be struck between the need to ensure a quality ‘Special’ and the time taken to make a supply. There is no escaping the fact that the manufacture and supply of quality ‘Specials’ is logistically demanding and as such expectations on what can be achieved must be realistic.

That said, Mandeville Medicines supplies over 95% of its ‘Specials’ by the next working day for orders placed before 3.00pm. The remaining ‘Specials’ are invariably those ‘Specials’ that are awaiting batch release or need to be made extemporaneously because they are new formulations or because their shelf life is limited to 28 days and where the ingredients required for the product are not immediately available. Such difficult ‘Specials’ are generally supplied within 2 to 5 working days. In such situations and where possible, Mandeville Medicines will give an indication as to lead times at the time of ordering.

Mandeville Medicines looks to build relationships with its customers so that wherever possible planning tools and prospective measures can be deployed to anticipate and therefore manage potential supply issues. Such measures are usually specific to individual ‘Specials’ and require a little creativity and a fair degree of engagement from the customer but the reward is enhanced patient care and a reputation for a good pharmacy service to the patient. Mandeville Medicines will go the extra mile to deliver a timely service but at the end of the day, there will always be the odd situation where delays cannot be avoided. Mandeville Medicines understands that when this happens there is a patient at the end of the line and reputations at stake and will therefore always endeavour to keep customers appraised of such delays on the infrequent occasions that they occur.

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