COVID-19 Cardinal Health at-Home Response

Simply, our focus is on providing a safe and secure work environment for our employees and their families, ensuring our customers have access to the medical supplies they need to support their patients, and acting as a reliable, dependable partner for the healthcare community.

A Message to our Customers

Dear valued customer,

Cardinal Health at-Home takes our responsibility to support the needs of our customers during crisis situations very seriously. We committed to the continuity of service in the event of a crisis.

We have been closely following the COVID-19 outbreak. Over the past several months, we implemented business continuity and pandemic contingency plans, working in accordance with guidelines set by the World Health Organization, the Centers for Disease Control and Prevention, and the U.S. Department of Health and Human Services. We are responding rapidly, aligning our operations to address the evolving situation. Updates will continue to be provided via our website.

While we are prioritizing the health and safety of our employees, you can be confident that our teams, including our Sales and Customer Service teams serving you every day, are here to meet your needs during this time.

Out of an abundance of caution and for the protection of patients, our employees, our customers and the broader community, we are implementing these precautions immediately:

  • Our manufacturing and operations, and the front-line employees in our distribution centers, are critical to the supply chain and will remain operating.
  • We are implementing strict business travel restrictions for our employees, particularly for airline travel. While our sales and customer service teams will remain actively engaged in servicing customers, we have asked our sales teams to change in-person meetings to phone calls or video conferences over the next several weeks.
  • Beginning Monday, March 16, we will require employees to work remotely if their job can be performed remotely. These employees will continue to perform their jobs in support of our front-line employees.
  • We are limiting visitors and third-party vendors to our facilities.
  • And of course, we are advocating for all our employees and partners to practice good hygiene and are increasing the frequency of the cleaning and disinfection of our facilities.
Our actions as a distributor of medical supplies

For COVID-19, we are focusing on management of personal protective equipment (PPE) products as well as non-PPE products that have potential for increased demand. For all products, we proactively:

  • Monitor inventory health daily
  • Identify increasing demand trends through data and analytics
  • Increase inventory levels for products with existing or expected demand spikes
  • Expedite finished goods shipment into our supply chain
  • Continuously rebalance our distribution network to maximize efficiencies and fill rates
  • Host regular discussions with product suppliers to understand existing or potential supply constraints

To continue to support our customers, we are maintaining 100% allocation for the Cardinal Health-brand products, based on historical demand, as long as inventory allows. When 100% allocation can no longer be supported, fair share allocation will be used. When items return to sufficient health by way of supply chain replenishment, customers will return to 100% of the historical usage.

As we continue to closely monitor the COVID-19 outbreak, delivering products to our customers as quickly as possible while protecting the health and safety of our employees remains our top priority. We will continue adjust our protocols as needed and will provide additional information as we have it.

Thank you for your understanding and continued partnership.

Cardinal Health at-Home Customer Frequently Asked Questions - COVID-19

We have been closely following the COVID-19 outbreak. Over the past several months, we implemented business continuity and pandemic contingency plans, working in accordance with guidelines set by the World Health Organization, the Centers for Disease Control and Prevention, and the U.S. Department of Health and Human Services. 

We recognize our important role in the healthcare system and have made comprehensive plans so we can support you as best as possible during this time.

Is Cardinal Health at-Home still shipping orders through this time? 
Yes, our manufacturing, operations, and distribution center employees are mission-critical and will remain working. Our team members are extending efforts to serve you and continue to be the partner you depend on.

How is Cardinal Health at-Home protecting the health of its employees?
The health and safety of our team members, their families, and our customers is our top priority. As such, new policies are in place enabling any employees who feel sick to stay home. We are committed to our business and will continue to deliver our service promise as much as possible while protecting our team members.

How is Cardinal Health at-Home helping to minimize exposure of their employees to COVID-19? 
Beginning Monday, March 16, employees are required to work remotely if their job can be performed remotely. These employees will continue to perform their jobs in support of our front-line employees. We are also limiting visitors and third-party vendors to our facilities. 

Will Cardinal Health at-Home sales teams continue to visit customers? 
Strict business travel restrictions are in place for our employees, particularly for airline travel.  While sales and customer service teams will remain actively engaged in servicing customers, we have asked our sales teams to change in-person meetings to phone calls or video conferences over the next several weeks.  

How can we best reach Cardinal Health at-Home during this time?
We are experiencing unprecedented incoming call volumes, which continues to be a challenge as our teams work diligently to support our customers from remote locations. For best service, please contact our teams via email (below) and continue to visit our websites for up to date information.

Emails
HME: gchhimcs@indemed.com
HHA: GMB-CHH-HHS-Express@cardinalhealth.com

Websites
www.cardinalhealth.com/athome-hme
www.cardinalhealth.com/athome-hha

Does Cardinal Health at-Home have enough product to fulfill customer orders?
To continue to support our customers, we are maintaining 100% allocation for the Cardinal Health-brand products, based on historical demand, as long as inventory allows. When 100% allocation can no longer be supported, fair share allocation will be used. When items return to sufficient health by way of supply chain replenishment, customers will return to 100% of the historical usage.   

What is the current inventory status of Cardinal Health brand PPE products? 
Cardinal Health proactively placed PPE products on fair share allocation several weeks ago, based on previous customer ordering patterns. The current inventory health status of Cardinal Health brand PPE products is found below: 

Cardinal Health Brand Products Inventory Projections
Infection Control Apparel Gowns Stock-out is expected in the next two months. A steady decline in inventory is expected, resulting in customers receiving fewer products over time until the stock-out occurs. Fair share allocation will be used based on customers’ percentage of overall usage.
Select Exam Gloves See the following question.
Facial Protection At this time, there is a risk of intermittent back-orders during the next few months.

What is the status of exam glove inventory? 
Some glove SKUs are temporarily out of stock in some distribution centers. To ensure sure our exam glove inventory is not depleted, the following precautions have been implemented: 

  • If the order quantity falls within a customer’s normal order pattern or a stock request has previously been submitted, the order will be released. If not, a partial shipment will go out. 
  • If a customer has not ordered gloves in the past six months, the order will be cancelled unless a stock request has previously been submitted. 
  • Most eCommerce accounts have been restricted from purchasing gloves until further notice. 

Are other Manufacturer products available for order and in inventory?
We are tracking anticipated supply disruptions with our top vendors daily. All of our partners are working diligently to provide product at historical usage, and we are taking actions to ensure equivalent product is supplied where necessary. Should long term disruptions become unavoidable, we will communicate regarding impacted products. Plans are in place to secure inventory of our most in demand and critical to care products.

How are we ensuring employees in the warehouses are have not been exposed to or infected with COVID-19? 
We are doing due diligence in the warehouse and operations space to ensure our team members remain healthy. Supportive policies are in place to encourage team members to stay home when feeling sick. Additional cleaning services are scheduled, and protective supplies are deployed to our teams. We are limiting points of encounter by keeping only employees and partners necessary to operations in the building. Our delivery partners are also implementing measures to limit touchpoints for drivers, therefore limiting touchpoints for our teams.  

What precautions are in place if someone at a Cardinal Health at-Home facility tests positive for COVID-19? 
Should a member of our team test positive for COVID-19, we are prepared to follow CDC guidelines. The employee will be sent home for recovery. Our facility will be closed for thorough cleaning, at which time distribution services will be supported by other locations in our network where possible.  

What are plans for Cardinal Health at-Home if FedEx stops delivering packages? 
Our team meets daily with FedEx on health of operations. We will know in advance and communicate immediately of any disruptions to service.

Should disruptions come, we have day-of package intercept plans to handle the day’s deliveries. Beyond, we have prepared partnerships with additional carriers in our distribution areas to assume deliveries long term.

Will orders still ship from all distribution centers in the network?
As we continue to closely monitor the COVID-19 outbreak, delivering products to our customers as quickly as possible, with a focus on critical supply needs. Movement of back orders to other distribution centers will be temporarily stopped. If items in your order are not available in the primary distribution center, the order will ship without them. This continues to protect our critical inventory levels and best serve historical demand. We have implemented internal processes to address critical to life supplies orders.

Are there changes to order cut-off times?
Order cut-off time will be 3 p.m. local time across our network temporarily. Due to varying state and local safety mandates, we are unable to meet standard operations. This change enables us to adjust our team’s shifts to best meet daily demand and protect the safety of our employees.

Are Inventory levels still available when placing orders online?
Visibility to inventory and the Primary distribution center is still available, and can be seen when the order is in the Shopping Cart. An example of the shopping cart page can be found HERE for review.

Are will call orders still accepted?
For the safety of our distribution team members, will call orders to be picked up on site are temporarily no longer accepted. We are keeping exposure at our facilities in mind and limiting visitors and third-party vendors.

Can we as customers place larger orders be placed to better stock on-site inventory and/or supply our patients with more supplies on hand?
As our focus remains on inventory levels critical supply needs and preserving our ability to meet our end customer needs, we are unable to fulfill orders that exceed your normal order quantities or frequency. Orders in excessive quantities will not be shipped. Please contact your sales representative with specific requests and needs outside of normal ordering patterns.

Are there disruptions to product availability?
We are responding rapidly to changes in demand and inventory supply. The current disruptions to product availability are as follows:

  • Gloves are no longer available
  • N95 Masks are no longer available
  • PPE (Sanitizer, masks, thermometers, etc.) and home paper products continues to be limited



For the most up-to-date information on Cardinal Health Global Preparedness, please visit www.cardinalhealth.com/covid19.