Further information about Coronavirus (COVID-19)

With the current ongoing situation around Coronavirus (COVID-19) many customers will have questions about their wholesale service.

We are receiving a high volume of calls, so the call wait time may be long. Please review our FAQs for help with your enquiry.

At AAH our priority is to make sure everyone has access to the medication they need, when they need it. We understand the effect that supply challenges can have on our customers and patients, especially as concerns around coronavirus increase.

To help your business keep updated with the latest information from AAH, Trident and Enterprise please bookmark this news page.

PM cut off time back to 8pm from 4th May


We are constantly striving to ensure you have the products you need when you need them. We are really pleased to confirm that from Monday 4th May the PM order cut-off time will revert back to 8pm.


AAH ordering tips:

The order cut-off time is the actual time by which your order must have been processed to ensure that it’s included on your next delivery.


To ensure your order is received we would recommend the following:

o Electronic orders – place these 15 minutes before your allocated cut-off time. This is to allow for any delays in the transmission or receipt of your order.
oPhone - if ordering by phone it’s advisable to do so 30 minutes before your allocated cut-off time. This is to ensure that you’re able to discuss your order with the Customer Service team prior to your cut-off time.

Pricing confidence in these turbulent times


You may have heard news of wholesalers increasing prices in recent weeks. At AAH we are continuously committed to offering you industry leading value.


Getting your generics products at the most appealing price point is more important than ever. The AAH Complete Generics price list is capped for the month, giving you confidence that you’re always getting maximum value.


A part of Complete Generics is Market Watch, we continue to monitor our competitors’ prices in the month so you’ll always pay less for your generics.


If we find a competitor offers better value on our basket of generics products, we will reimburse the difference. Giving you peace of mind that the best price value this month is the best price value every month. In March our Complete Generics customers saved on average £451.


To find out more about Complete Generics click here.


Ordered in error (C1 returns) to be accepted from 27th April


We are pleased to confirm that from Monday 27th April AAH will be accepting returns for items ordered in error, (C1 returns). Please note ordered in error (C1 returns) will only be accepted from deliveries made from the 27th and not for anything delivered prior to this date.


To help reduce administrative costs and expense please take extra care when placing orders to check they are correct before sending. May we take the opportunity to remind you of our returns policy as guided by the MHRA.


Pandemic Delivery Service for Shielded Patients from 8/04/2020 – 01/07/20


PSNC and NHS England and NHS Improvement have been working together to agree a community pharmacy delivery service to help patients who need to shield throughout the coronavirus pandemic to continue to receive their medication.


Patients who need to shield are those who are at a very high risk of severe illness from coronavirus because of their underlying health condition. These include:


o Solid organ transplant recipients

o People with specific cancers

o People with severe respiratory conditions, including all cystic fibrosis, severe asthma and severe COPD

o People on immunosuppression therapies sufficient to significantly increase risk of infection

For a full list click here.

If a shielded patient doesn’t have a family member, fried or carer to collect their prescription they have been advised to contact their pharmacy.


Pharmacies need to:

1. Provide advice to patients on how to identify a local volunteer to collect the prescription from the pharmacy on their behalf and then deliver it. This could be locally organised volunteer arrangements (e.g. organised by a local council) or volunteers from the NHS Volunteer Responders programme
2. When no volunteer is available, deliver the medicines as part of the Advanced service or,
3. Where no volunteer is available, arrange another pharmacy to deliver it on your behalf. The other pharmacy will be able to claim payment for the delivery under the Advanced service or,
4. Where no volunteer is available, arrange for the prescription to be dispensed and delivered by another pharmacy (by referring the patient to another pharmacy, including a distance selling pharmacy)

When a delivery is made under points 2 or 3, the pharmacy can claim payment of £5 per delivery plus an allowance for VAT.


Volunteers should not deliver Schedule 2 and 3 controlled drugs, pharmacists should use professional judgement to determine whether it is appropriate for a volunteer to deliver Schedule 4 or 5 controlled drugs.


This delivery service will be funded by a monthly payment to cover start up and administrative costs based on the number of dispensing patients based on the number of items dispensed per month and is in place until the 1st July 2020.


For more information on the delivery service click here.

Latest news & advice from AAH

Quota restrictions


Due to increased demand of prescriptions and in order to allow us to manage availability on certain lines during this period, we have had to add further quota restrictions. Quotas help ensure patients receive their medicines and products in a fair manner across the UK. This has only been applied to products where absolutely necessary due to the high volume of demand. You can use our online quota portal to provide information of your current requirements.


More than 30% of our customers have been submitting quota override orders online, you can do this using your mobile phone and its camera. It’s a quick and easy process and will save you time queueing to speak to our advisors.


We are doing everything we can to ensure we provide a consistent supply of medicines, including sourcing from multiple providers, and putting commitments in place with manufacturers to secure supply. In line with DHSC guidelines, we will not be building additional stockholding within our supply chain to mitigate the risk of future potential medicine shortages.


UPDATED: 12:30, 9th April 2020


AAH Specials: We're making some short term changes to our service


At AAH Specials we’ve seen unprecedented pressures on operational teams and, like you, we are endeavouring to provide the best level of service to our customers and end patients.


We would like to make you aware of the following short term changes to our service which will help us to provide a more consistent service for our customers overall whilst dealing with the COVID-19 crisis.


o Specials orders are being prioritised and while the majority of orders will be delivered next day, we cannot guarantee next day delivery for all Specials orders during this period. We would ask that you continue to refer to your order confirmations and allow at least 2 working days for delivery.

o There will be no deliveries attempted on Mondays. Orders placed Thurs/Fri will be delivered either Saturday or the following Tuesday.

o Special Obtains lines which are typically delivered within 3-5 working days may now take up to 10 working days as some of our suppliers are also seeing increased demand.

o Where incomplete orders are received (e.g. missing strength or quantity) we will make 3 attempts to contact your pharmacy, including a written request. If we cannot get a response within 48 hours, we will have to cancel the order. To prevent cancellations please help us during this time, by ensuring all details are included on your order.

The well-being and safety of our employees, customers and end patients continues to be our top priority. These temporary adjustments to our deliveries will help us to manage the increased demand whilst providing you with a consistent and reliable service.


UPDATED: 10:20, 8th April 2020


Latest statement from AAH Sales and Operations Director Ashley Cowen


In less than 10 days the way we live, the way we work and the support we all give our local communities has dramatically altered. The evolving Covid-19 outbreak has led to an unprecedented surge in demand for pharmacy products and services across the UK. On the frontline of this epidemic, AAH is playing a critical role to ensure you continue to have access to the medications you and your patients need during this challenging time. The latest announcement from Ashley Cowen, AAH Sales and Operations Director is available to read here.


UPDATED: 15:20, 1st April 2020


AAH Announcement - important COVID-19 changes to your service


The COVID-19 crisis is placing unprecedented pressures on our operations at a time when pharmacy and patient demand for medicines is exceeding the seasonal peaks usually seen only at Christmas. To ensure we can maintain business continuity during this time and are able to direct our focus to the supply of essential medicines, we are introducing a number of changes to our service.


o Changes to goods return processing - from the 21st March we are suspending the processing of goods returned that are ‘ordered in error’.

o Changes to order cut off times - with immediate effect for next day delivery please order by 6pm. For same day PM deliveries, the new cut off will be 12 noon.

o A reduction of Over-The-Counter (OTC) lines - so we can focus our resources on health-critical product.

o Changes to delivery times – we shift predominantly to a once a day delivery service, a change that will be phased in over the next two or three weeks.

The full announcement from Ashley Cowen, AAH Sales and Operations Director is available to read here


We thank our customers for understanding this necessary change so that we can all focus on the health of our communities.


UPDATED: 17:15 19th March 2020

Statement from AAH & McKesson CEO Toby Anderson


In light of the continuing situation with coronavirus we wanted to reassure all our customers that we are taking steps to deliver on our promise to you and maintain the safe and steady supply of medicines and healthcare services. Here’s a statement from CEO of McKesson UK Toby Anderson that explains more about what we are doing.


UPDATED: 15:20, 17th March 2020


Here are some ways you can help us to help you during periods of increased demand:


Stock and shortage information
We already have processes in place with our suppliers and manufacturers designed to help minimise the impact of shortages and ensure we are able to provide a consistent supply of critical products.


Due to increased demand of prescriptions on certain products including inhalers, where absolutely necessary we have implemented restrictions on the number available to each customer based on regular demand. If you have experienced this please use our online quota portal here to provide information of your current requirements.


We are doing everything we can to ensure we provide a consistent supply of medicines, including sourcing from multiple providers, and putting commitments in place with manufacturers to secure supply. In line with DHSC guidelines, we will not be building additional stockholding within our supply chain to mitigate the risk of future potential medicine shortages.


UPDATED: 12:30, 9th April 2020


Please return your blue tote boxes
AAH Tote boxes are a vital part of making sure orders reach you swiftly and in the condition you expect. When totes aren’t returned this puts pressure on the flow of orders which in turn could delay your driver leaving their branch, delay deliveries to you, and delay when your patients receive essential medication.


Please help us to get as many totes as possible recirculated back into the AAH network - your driver will be able to take these for you.


UPDATED: 13:00, 13th March 2020


Order online today
We have three easy online ways to order which can help to reduce waiting times on the phone, and help to free up our teams to support urgent requests from patients who need urgent medication. Please visit AAH.co.uk to order via AAH Point, CompleteOTC.com and TridentOnline whenever you need it most - 24/7.


Click here for AAH branch service updates


UPDATED: 13:00, 13th March 2020

Frequently asked questions

We have created a Frequently Asked Questions (FAQs) document which provides answers to common questions received. The situation and updates with COVID-19 are changing on a daily basis so the information here, may not always be up to date, so do always check the latest online Public Health Guidance.


How is AAH effected by the virus?

It’s been challenging for the business and we are working hard reviewing all risks and threats. We have multiple calls on a daily basis to review situations across all departments, but we remain focused on serving our customers with their required deliveries. We are supported and working closely with all business areas across McKesson UK, which is a real strength in these situations.


If an employee of AAH tests positive for the virus will we be notified? What is the timeframe for notification?

We are all bound by employer and patient confidentiality, which will be respected at all times. If there is a need to inform you of any details that pose additional risk to your wellbeing, then we will take the necessary action. All suspected and confirmed cases of COVID-19 are monitored and tracked by management on a daily basis so we are aware of environmental and people risks as soon as they are reported.


Are your stocks affected?

We already have processes in place with our suppliers and manufacturers designed to help minimise the impact of shortages and ensure we are able to provide a consistent supply of critical products.


We are doing everything we can to ensure we provide a consistent supply of medicines, including sourcing from multiple providers, and putting commitments in place with manufacturers to secure supply. In line with DHSC guidelines, we will not be building additional stockholding within our supply chain to mitigate the risk of future potential medicine shortages.


UPDATED: UPDATED: 13:00, 13th March 2020


How will deliveries continue to be made within locked down areas?

As a healthcare company we will get exemption to continue to deliver in these areas with increased PPE (Personal protection equipment), advice will be issued on a one by one basis with clear communication for our drivers.


What precautions are you taking before delivering to my pharmacy?

We’ve ordered hand sanitisers; extra PPE (Personal protection equipment), such as aprons, gloves, and masks which we will use if instructed to. All drivers follow the NHS guidelines for hand hygiene, with increased hand washing and using hand sanitisers and we do so before and after each delivery. Across AAH warehouses, there is an increased provision of sanitisers, more frequent deep cleans, instigating a clear desk policy, reducing colleagues working in the offices (wherever possible), promoting good hand washing technique and stopping non-essential external visitor attendance. We are taking this seriously and will introduce all necessary measures in line with Government guidance.


Do you have hand sanitisers in your van? Are you using them?

Yes, our drivers are issued with hand sanitisers and PPE (Personal protection equipment), we use them before and after every delivery we make. We are committed to keeping you and our workers safe by taking additional precautions.