March 17, 2020
To All of Our Smith Drug Company Family,
It is safe to say that never in our careers as pharmacists have we dealt with circumstances such as this. As the COVID-19 situation continues to evolve, please know that everyone at Smith Drug Company is committed to working with our customers as you care for your patients. We value our relationship and appreciate the trust you have placed in us.
Recognizing that we are a critical link in the pharmacy supply chain, Smith Drug Company has taken steps to help protect the health and safety of our staff as we continue to serve you. We are appropriately managing all of our distribution centers to restrict access; we have restricted travel and we are encouraging virtual meetings or conference calls where possible. We will continue to maintain regular contact with our customers to ensure we maintain our high levels of customer satisfaction. Our offices remain open, but staff are encouraged to telecommute when possible. Customer service is readily available to you, as is your sales rep.
Our distribution centers remain fully staffed, with our warehouse team working around the clock to make sure our customers have what they need to take care of their patients. Our couriers maintain product for hand hygiene in their vehicles and are also practicing social distancing while keeping inventory secure. I could not be prouder of the efforts of our team in getting your totes ready to be delivered to your stores each day.
Our commitment to our customers is vital as independent community and long term care pharmacies are caring for patients with a wide range of health concerns. If our customers don’t get their orders, patients don’t get the medicine they need. To ensure our customers receive products needed to care for their patients, we are implementing measures to review orders that are outside the range of normal historic quantities. Our process is being implemented to ensure product availability for primary customers moving forward. We are regularly updating our portal to keep you informed of the latest developments impacting our customers.
We are noticing increased orders of paper products. Because these items are bulky, it can create challenges for our delivery drivers, who are using small trucks or vans. We have asked customers to order what they need, but not to over-order. We will prioritize pharmaceutical products over paper products should we need to in order to get deliveries to our customers.
Our leadership team is closely monitoring all areas impacted by the COVID-19 situation and having regular conversations on appropriate steps to take. As things happen, we will keep you updated.
As this situation unfolds, please know we are here for you, and are committed to standing by you in these unprecedented times. Please don’t hesitate to reach out to us through our sales team or customer service team with any questions you may have.
Thank you for all your efforts on behalf of your patients. You make me proud to be a pharmacist.
Saul Factor, RPh
President, Smith Drug Company