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FAQ

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Account Administration Answers

How do I open an Account to purchase AstraZeneca Product (Retail Pharmacy)?

You will need to have an account with AAH or Alliance Healthcare You can contact our agency partners now to discuss your requirements:

AAH Pharmaceuticals Ltd

Tel: 0844 561 8899

Email: enquiries@aah.co.uk

Alliance Healthcare Limited

Tel: 0800 389 3455

Email: Accountopening@alliance-healthcare.co.uk

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How do I open an Account to purchase AstraZeneca Product (Dispensing Doctor)?

You will need to have an account with Phoenix Healthcare, AAH Pharmaceuticals or Alliance Healthcare. You can contact our agency partners now to discuss your requirements:

AAH Pharmaceuticals Ltd

Tel: 0844 561 8899

Email: enquiries@aah.co.uk

Alliance Healthcare Limited

Tel: 0800 389 3455

Email: Accountopening@alliance-healthcare.co.uk

Phoenix

Tel: 01904 558360

Email: enquiries@psuk.co.uk

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How do I open an Account to purchase AstraZeneca Product (Non-Dispensing Doctor)?

You will need to have an account with Phoenix Healthcare, AAH Pharmaceuticals or Alliance Healthcare. You can contact our agency partners now to discuss your requirements:

Phoenix Healthcare Dist.Ltd

Tel: 01904 558360

Email: enquiries@psuk.co.uk

AAH Pharmaceuticals Ltd

Tel: 0844 561 8899

Email: enquiries@aah.co.uk

Alliance Healthcare

Tel: 0800 389 3455

Email: Accountopening@alliance-healthcare.co.uk

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How do I open an Account to purchase AstraZeneca Product (Hospital)?

You will need to have an account with AAH or Alliance Healthcare You can contact our agency partners now to discuss your requirements:

AAH Pharmaceuticals Ltd

Tel: 0844 561 8899

Email: enquiries@aah.co.uk

Alliance Healthcare Limited

Tel: 0800 389 3455

Email: Accountopening@alliance-healthcare.co.uk

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Dispensing Doctor Answers

What discounts am I getting from our wholesalers?

The Dispensing Doctor Price List showing all discounts is on our website Click here. You will need a user name & password if you're not sure what these details are contact supply chain team on 0844 800 0808 (option 1).

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Price Information Answers

Please can I have a current price list?

You can access our full product price list from our website Click here. You will need a user name & password if you're not sure what these details are refer to the AstraZeneca 'New account letter' you'd have received on opening an account, or contact our Supply Chain department on 0844 800 0808 (option 1) to obtain the information.

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Product Information Answers

I have received a Faulty product what do I do?

All faulty products need to be reported to our Medical Information department on 0844 800 0808 (option 2).

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I'm a Community Pharmacy & have been told I need authorisation to obtain a hospital line (such as Faslodex, ....)?

For authorisation to obtain a hospital line, such as Faslodex; order the product as normal via your PMR system directly with your chosen agent - AAH or Alliance. If you encounter a message indicating that you cannot order the product, please complete a supply requirement form Click here.

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I have a batch number for Zoladex but need to know what strength it is?

Contact the Supply Chain Team on 0844 800 0808 (option 1).

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I'm trying to obtain product for a named patient?

Contact our Medical Information department on 0844 800 0808 (option 2).

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Where can I obtain the dressings for Emla Cream?

Contact 3M Healthcare 01509 611611.

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I have placed an order for Iressa but have not received it, what do I do?

If you have placed an order for Iressa and have not received it, please contact AAH on 0800 9179447.

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I have a query regarding an invoice for Iressa?

If you regarding an invoice for Iressa, please contact AAH on 0800 9179447.

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How to find out if AstraZeneca product is manufactured in another country?

Please contact our Medical Information department on 0844 800 0808 (option 2).

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When will I be invoiced for the SPA Fee?

The invoice will be issued on ordering the 3rd pack for the patient.

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I have received a damaged product what do I do?

Providing it is within the 3 days returns policy you need to contact your agent to return it so that they can credit you.

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I'm a Community pharmacy and have a prescription for Iressa, how do I order it?

You can only order Iressa at list price and not as part of the SPA scheme. Please go to the following link https://www.aah.co.uk/shop/LogonForm?catalogId=10053&langId=44&userChoice=Celesio&storeId=20053 to place a list price order form or contact AAH on 0800 9179447.

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I'm a GP Practice, how do I order Fluenz?

If you are ordering stock as part of the national childhood influenza vaccination programme, you will need to order through Immform. Deliveries will be as per customer’s normal Movianto delivery schedule.

If you wish order to for Private patients you can order by calling our selected partner, AAH on 0845 139 0000 option 1. Deliveries will be as per customer’s normal AAH delivery schedule

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I'm a Community Pharmacy, how do I order Fluenz?

You can order stock for the 2015/16 flu season directly from AAH. If you are an existing AAH customer please order in your usual way. If you do not have an account with AAH, either :-

  1. Go to www.aah.co.uk/newaccount.
  2. Call the New Account Opening team on 0844 561 2008.

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How do I find out more information about Fluenz?

You can obtain more information on Fluenz through the following website: www.nasalspraylearning.co.uk or if you have a medical query contact our Medical Information on 0844 800 0808 (option 2).

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Does AstraZeneca offer a sale or return option for Fluenz?

No. There is no option for sale or return on Fluenz.

Why are Zomig 2.5 Tablets 2x6 Strip no longer available?

The Zomig 2.5 Tablets 2x6 strip will no longer be available from end of 2013. AstraZeneca Zomig 2.5 Tablets 1x6 are available as an alternative. This discontinuation does not impact Community Pharmacy reimbursement as there is no price differential.

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Stock Availability Answers

I am enquiring as to whether there is a supply issue with an AstraZeneca product?

To view and/or download our Weekly Stock update, please Click here.

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My depot is Out of Stock of AstraZeneca product. Can I order directly through AstraZeneca?

Unfortunately, we do not have the facility for you to order directly alternatively please contact the Supply Chain team on 0844 800 0808 (option 1) to see if we can obtain the prodcut from another depot.

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I have ordered product but have not received the full amount on my delivery the invoice text mentions 'Agency Restricted' - Daily?

You have reached a supply management limit in the system. Please reorder tomorrow the outstanding amount, providing it isn't over the daily limit.

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I have ordered product but have not received it on my delivery the invoice text mentions 'Agency Restricted' - Weekly?

You have reached a supply management limit in the system, to review your account & for you to obtain product fill in the Supply Requirement Form on our website click here, or call our Supply Chain Department on 0844 800 0808 (option1) and we can fax a form to you.

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I have ordered product but have not received it on my delivery the invoice text mentions 'Agency Restricted' - Monthly?

You have reached a supply management limit in the system. Please reorder tomorrow the outstanding amount, providing it isn't over the daily limit.

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I have submitted a supply requirement form, when will it be reviewed?

If you have submitted the form before 4.00pm it should be reviewed the same day, you will be communicated to at the end of the working day. After this time the review will be done the next working day.

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I have already completed a supply requirement form, why do I need to complete again?

Unfortunately, we do need you to complete the form again. By supplying more information to assist the review , the more likely the review will resolve your concern.

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I am always completing a supply requirement form each month and have been having the same problems obtaining AstraZeneca product. I want a long term change to my account?

You will still be required to fill in the supply requirement form but add that you wish to request an audit. Participating in a customer audit may help to solve supply problems you may have experienced.

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I have completed and submitted an Emergency Supply Requirements Form to you but I have still not received my delivery?

The emergency supply form is not an order form. Once you have received a response to your Emergency Supply Requirements form , you should place your order as normal with the relevant wholesaler on the following morning.

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GB-9391 - October 2017

Important Information for pharmacists/pharmacy

In agreement with the Medicines and Healthcare Products Regulatory Agency (MHRA), AstraZeneca is supplying packs of Duaklir® Genuair® ▼ (Aclidinium/Formoterol fumarate dihydrate) which are marked with "Free medical sample - not for resale" for an interim period - Find out more

Adverse events

AstraZeneca Medical Information