Open orders, service and repair, returns and other important updates

Please note: While much of the information below applies across Europe, this letter applies specifically to the U.K. and Irish markets. All translations will be in the country sections below.

Austria (DE), Belgium (NL) (FR), France (FR), Germany (DE), Italy (IT), Netherlands (NL), Portugal (PT), Spain (ES), Switzerland (DE) (FR) (IT)

 

 

 

 

 


Please note that we are weeks from the transition of the Patient Recovery business from Medtronic to Cardinal Health.
For Patient Recovery products moving to Cardinal Health, key dates for your diary or support for electronic ordering (EDI), go to moveto.cardinalhealth.com.


Dear Customer,

We are now just weeks away from the transition of the Patient Recovery business from Medtronic to Cardinal Health. This transition will include back-office functions such as customer care, order processing and product distribution for Patient Recovery products covered under the transition services agreement (TSA) moving to Cardinal Health. As a reminder, this move to Cardinal Health in EMEA will happen on October 26, 2018.

In advance of this date, you will need to take some steps to ensure that you can continue to order and receive the same high-quality Patient Recovery products you rely on today to care for your patients.

Please refer to the table below for information and actions you need to take by October 26 to integrate changes into your systems and be prepared for your move to Cardinal Health.

As a reminder, these steps apply only to the Patient Recovery products acquired from Medtronic by Cardinal Health. The list of Patient Recovery products and product codes now owned by Cardinal Health can be found at moveto.cardinalhealth.com. There is no change to how you work with Medtronic with respect to other Medtronic products and solutions.

Please forward the information provided in this notification to any other appropriate individual(s) within your organisation.

As always, should you have any questions, please do not hesitate to contact your sales representative or your local customer service team:

Medtronic Customer Service:

Phone: 01923 212213

Cardinal Health Customer Service

(from October 29):

Phone: 0080084477384 / +353 (0)1-5268390

Thank you for your patience during the move of the Patient Recovery products to Cardinal Health. We appreciate your business and look forward to working with you.

Sincerely,

 

 

 

 

 

 

Note: The Patient Recovery products will be managed by the Medical Solutions* business which also includes Cardinal Health branded surgical gloves, fluid management and wound drains. The Cordis™ division sells coronary and peripheral intervention products. In addition, Cardinal Health also offers a unique range of inventory management solutions, under CIMS.™ 

For more information: moveto.cardinalhealth.com/our-vision


Be aware of the following as you look ahead to the Patient Recovery business transition to Cardinal Health on October 26 – see moveto.cardinalhealth.com for more information.

**NEW SECTIONS & UPDATED INFORMATION**

Service and Repair

Cardinal Health

From October 29 Cardinal Health will start all repairs including those open repairs transferred from the Medtronic Service and Repair Center (Heerlen, Netherlands) as well as all new repairs.

From October 29 you should contact our European service and repair customer service team for all service and repair questions/requests.

See the customer service section below for support contact details.

Please anticipate some delay into November as we transition the service and repair organisation.

Medtronic

The Medtronic Service and Repair Center will continue to do business as usual until October 12.

Medtronic will not create new service orders or collect any devices from the customer from October 15.

Field service activities will not be scheduled or completed after October 19.

On October 26 Medtronic Service and Repair will transfer any open repairs to the Cardinal Health European Service and Repair Center

Please note the following exception, only for the Genius 2 and 3 checkers:

If you currently recalibrate G2 thermometers on site, please note that Medtronic will stop accepting new requests for maintenance of the calibration machine on October 5.

There are no changes to the service and repair process for remaining Medtronic products.

New Documents

Cardinal Health

Please visit the FAQ section of moveto.cardinalhealth.com for samples of the following: invoice, credit note and debit note.

Medtronic

There are no changes to the documents you receive from Medtronic for non-Patient Recovery products.

System Downtime During Cutover

Cardinal Health

All Patient Recovery products will transfer to Cardinal Health on Friday, October 26.

Please note that no orders will be accepted by either company on Friday, October 26.

While Cardinal Health expects to begin processing orders as normal on Monday, October 29 please be aware that there may be delays in processing. We will aim to keep you appraised of our progress through your sales representative.

Customer service will also be open for orders and queries from October 29. Please see the customer service section for all contact details.

Medtronic

The transition does not impact Medtronic systems that will remain with Medtronic post-transition and no downtimes are anticipated. Customers can continue to order non-Patient Recovery items as usual.

Please note that no orders for Patient Recovery products will be accepted by either company on Friday, October 26.

Pricing

Cardinal Health

All agreed prices for Patient Recovery products will be migrated from Medtronic systems to Cardinal Health systems.

In the unlikely event that you receive an invoice related to an order placed on or after October 29 with an incorrect price, please contact Cardinal Health customer service. Cardinal Health intends for customers to see as few price changes as possible with this transition.

Note: VAT rates for products could change which will affect some market prices. Please check your country section on moveto.cardinalhealth.com for more information.

Medtronic

This transition has no effect on pricing for non-Patient Recovery products.

Open, Unfulfilled, Future Dated and Back Ordered  Product

Cardinal Health

Orders for Patient Recovery items placed with Medtronic and not fulfilled by end of day Thursday, October 25 will be provided to Cardinal Health. These will be cancelled in the Medtronic system.

For UK and Ireland, our customer service team will contact you to arrange re-issuance of the purchase order with Cardinal Health as a supplier, prior to shipment of your order.

No orders will be accepted by either company on Friday, October 26.

Medtronic

Upon the transition date of October 26, any open, unfulfilled, future dated or backordered Patient Recovery items currently with Medtronic will be cancelled in the Medtronic system. Customers should reissue the purchase order to Cardinal Health.

Medtronic will also not accept orders that do not have a reasonable chance of shipping to customers by October 26.

The last day for placing regular orders for Patient Recovery products is Thursday, October 25. However. please be aware that Medtronic may not accept even standard orders on this date if the items are not available and ready to ship.

The last day for placing an order of more than five pallets is Tuesday, October 23.

For customers who collect their product, the final date for placing these orders is Wednesday, October 24 to enable your carrier to pick up before October 26.

No orders will be accepted by either company on Friday, October 26.

There are no changes to the Medtronic processes for remaining Medtronic products.

Invoices and Where to Send Payments

Cardinal Health

Beginning October 27, update your vendor/supplier/bank account information to Cardinal Health for Patient Recovery products.

Cardinal Health will assume responsibility for accounts receivable billed on or after October 27, 2018. At this time, you will begin to receive invoices with the Cardinal Health logo. Please see example in FAQs on moveto.cardinalhealth.com

Please note: You should only remit payment to Cardinal Health for invoices generated by Cardinal Health. Please see relevant section below for details on legal entity, VAT and bank account details.

Please note: If you are an existing Cardinal Health customer, please continue to utilise your existing Cardinal Health remittance information for future Patient Recovery product payments.

Medtronic

There are no changes to how you will be invoiced for Medtronic products and solutions that were not part of the divestiture.

Medtronic will remain responsible for all open accounts receivable billed through October 26. Please contact Medtronic on any billing related disputes (e.g. pricing, shipment, or tax) for invoices billed through October 26, 2018

Please note: You should remit payment for any existing Medtronic LLC invoices to Medtronic as usual.

Legal Entity|Tax ID |VAT|Bank Account Details

Cardinal Health

You may need to create a new vendor in your system with the following details, after October 26:

Legal Name:
UK – Cardinal Health U.K 432 Limited
Ireland – Cardinal Health Ireland 508 ltd

Vat No:
UK – BG2193825593
Ireland – IE3371770FH

Receivable Bank Account:
UK – GB60BOFA 1650 5054 929024
Ireland – IE74BOFA 9900 6165 299021

Medtronic

Retain Medtronic as a vendor in your system to continue purchasing Medtronic products and solutions (including patient monitoring, ventilation, airways, surgical, cardiovascular, diabetes and restorative therapies offerings).

Customer Account Number

Cardinal Health

If you currently have a Cardinal Health customer account number, it will not change. If you are not a current customer of Cardinal Health, you will be given a new customer number (which will be visible on your next invoice).

Medtronic

Your customer number for ordering remaining Medtronic products and services will not change.

Placing an Order

Cardinal Health

From October 27 you can place orders for Patient Recovery products with the Cardinal Health dedicated Customer Service organisation electronically (EDI), by email or by fax. Cardinal Health will at this point assume responsibility for all receiving, managing and fulfilment of Patient Recovery orders.

We expect orders to begin processing on Monday, October 29.

Contact Cardinal Health customer service with any questions – please see the customer service section at the end of this note for details.

For information on ‘open, unfulfilled, future dated and backordered product’ please refer to the relevant section above.

 

 

 

Please note that Cardinal Health will not be accepting orders on Friday, October 26.

Medtronic

The last day to place a regular Patient Recovery order with Medtronic is Thursday, October 25.

Please note that if your order goes beyond five pallets you will need to place your order on or before Tuesday, October 23.

Contact Medtronic customer care as usual until October 26 with any questions – please see the end of this note for contact details.

Effective October 26, there are no changes to how you order Medtronic products and solutions that are not part of the divestiture.

Medtronic will continue to be responsible for receiving, managing and fulfilling product orders for Medtronic products and solutions (including patient monitoring, ventilation, airways, surgical, cardiovascular, diabetes and restorative therapies offerings). If you have an open order for any of these products they will remain in our system and will be fulfilled as normal.

Please note that Medtronic will not be accepting orders on Friday, October 26

Electronic Orders with GHX or VAN

Cardinal Health

There will be changes to how you order products electronically via EDI.

The Cardinal Health product catalogue will be available for customers to review two weeks prior to TSA exit (from October 12). However, customers will need to start using the data for transactions from October 26.

Please visit https://moveto.cardinalhealth.com/edi-information/ to get more EDI information and to view the catalogue when it is available.

Medtronic

There are no changes to how you order Medtronic products and solutions that are not part of the divestiture (including patient monitoring, ventilation, airways, surgical, cardiovascular, diabetes and restorative therapies offerings).

Product Codes

Cardinal Health

A list of the Patient Recovery products and product codes are available on moveto.cardinalhealth.com.

Please note: This product list may be updated from time to time.

Medtronic

There are no changes to the product codes for the products that remain with Medtronic.

 

Terms and Conditions

Cardinal Health

All Patient Recovery contracts and tenders need to be transferred to Cardinal Health by October 26, 2018.

If you have not been contacted by Cardinal Health please contact your sales representative or call/email our contracts and tenders team on:+44 1494 616315/ GMB-UKIE- contracts@cardinalhealth.com

Please refer to the specific link below for terms and conditions:

https://www.cardinalhealth-tc.com/uk_ireland.pdf

Medtronic

For the products that remain with Medtronic, your current contract stands and no change is necessary.

Product Returns

Cardinal Health

To ensure a smooth transition, please be aware that no Return Material Authorisation (RMAs) will be created for Patient Recovery products and consumables by either Cardinal Health or Medtronic between October 13 and November 1.

Beginning October 29 all new RMA requests should be sent to Cardinal Health. From November 1, if approved, please send the corresponding returns to Cardinal Health per the instructions you receive in the RMA.

Where Medtronic issued the invoice, Medtronic will also issue the credit note post TSA (October 26). The credit note will be issued when the product has been received into the Cardinal Health warehouse with its approved Cardinal Health RMA.

Under no circumstance should a product or device be returned to Cardinal Health without an approved Cardinal Health RMA form.

If requesting a repair of Cardinal Health equipment, please see the service and repair section above.

Medtronic

From September 1 to October 12 all returns need to be received by Medtronic within five working days from the day the Return Goods Authorisation (RGA) is issued.

Note that no RGAs will be created for Patient Recovery products by either Cardinal Health or Medtronic between October 13 and November 1.

Until October 22, please continue to return Patient Recovery products to the destination identified by Medtronic customer service (this is the address you were given when you requested the RGA).

There are no changes to the Medtronic product returns process for remaining Medtronic products.

Note: Where Medtronic issued the invoice they will also issue the credit note post TSA (October 26) BUT your products should be returned to Cardinal Health regardless after October 26.

Product Complaints

Cardinal Health

Beginning October 27, 2018 all complaints will be initiated and executed by Cardinal Health.  Please report all product issues to your local Cardinal Health sales representative.  If no sales representative is available/contactable, please report directly by contacting the Cardinal Health office via

GMB-EU_MedicalSolutionsComplaints@cardinalhealth.com

Distributors with electronic CIF access should use that method to report complaints.

Medtronic

There are no changes to the Medtronic product complaint process for non-Patient Recovery products.

Product Recalls

Cardinal Health

Beginning October 27, 2018 all recalls will be initiated and executed by Cardinal Health.

Medtronic

There are no changes to the Medtronic product recall process for non-Patient Recovery products.

Customer Service

Cardinal Health

Beginning Monday, October 29, please contact Cardinal Health customer service for assistance with Patient Recovery products:

Telephone

UK – 0080084477384  or +44(0) 2037959970

IRL – 0080084477384 or +353 (0)1-5268390

Fax

UK +44 (0)20-37959971 or 0080084424971

IRL+353 (0)1-5268391 or 0080084424971

Email – uk@cs.cardinalhealth.comor ie@cs.cardinalhealth.com

Service & Repair – 0080084477384 euserviceandrepair@cs.cardinalhealth.com

Cardinal Health customer service can assist you with Patient Recovery item orders, questions, returns and can support you in the resolution of product issues, including all questions on the service and repair of devices.

Please use the following contact details for any queries relating to contracts or tenders: +44 (0)1494 616315 /

GMB-UKIE- contracts@cardinalhealth.com

Medtronic

There are no changes to Medtronic customer care for remaining Medtronic products.

Telephone – +44 (0)1923 212213

Fax – +44 (0)1923 229270

Email – rs.csukiemitg@medtronic.com

Service & Repair – techservices.csuk@medtronic.com

+441923 212213 (option 3, option 3)

Medtronic customer service can assist you with orders, questions, returns and resolving any issues for remaining Medtronic products.

Please contact the following for any questions relating to contracts or tenders

Email: rs.watprice@medtronic.com

Tel: +44 (0)1923 212213