Invacare Customer Service and SupportInvacare has a deep commitment to supporting all our customers across the Public and Private healthcare sectors. In light of the most recent government action relating to Covid-19 we want to re-assure you that we are here to support you and to update you on the measures that we have taken to maintain business continuity.
Customer Service and Technical Service
To ensure ongoing support, our Customer and Technical Service teams are now where possible working remotely. We have a skeleton team on site and in the interests of health and safety they are working under strict social distancing measures.
We are asking customers to e-mail all enquiries to one of the e-mail addresses below. At this time, e-mail is the most efficient method. Please be rest assured that your query will be answered swiftly. Alternatively, for very urgent enquiries, please contact your local Territory Managers who are also working remotely.
|Type of query||Contact e-mail address|
|All new purchase firstname.lastname@example.org|
|Stock or price query – Mobility and Specialist Rehab email@example.com|
|Stock or price query – Lifestyle firstname.lastname@example.org|
|Return of email@example.com|
|Technical query **||firstname.lastname@example.org|
|Registration for new electronic prescription form email@example.com|
*This includes: Pressure Area Care, Lifters, Beds and Hygiene.
**Please note that all spare part numbers and retail prices can be accessed through Invacare Pro portal.
Field Sales Team
Please be reassured that our field sales team are working to support you where you need it. As our front-line customer facing staff the team will be utilising technology to perform as much day to day activity as possible remotely rather than on customer premises.
This includes the use of Skype, Face Time, messaging, e-mail and other methods of remote communication. Contact details for all sales teams can be found below.
Only where a face to face visit is deemed absolutely necessary will our employees be visiting customer sites and at all times, we reserve the right to not attend should the situation or environment not be deemed suitable.
Sales team contactsMobility
Safe Patient Handling
Pressure Area Care
Marketing Department (including Product Management and Training)
Our Product Management, Marketing and Training department is also working remotely. Our Marketing Communications team members are in constant contact with Customer Service and the field sales teams and are working to ensure that we bring continual updates as the situation evolves. Each member of staff is also available for remote communication, including e-mail, mobile, Skype and Facetime.
Additionally, over the coming weeks we will be providing product updates and details of forthcoming launches using digital methods. This will ensure you are informed and can plan for future activities efficiently. Our training team are already conducting essential training on Skype and Facetime. In addition, please visit Invacare’s You Tube Channel regularly as video content will be added to the platform to support you further.
Marketing - https://www.invacare.co.uk/marketing-team
Operations, supply chain and logisticsThere has been an unprecedented and significant increase in demand in the areas of community beds, pressure reducing mattresses, cushions and respiratory products. Manufacturing capacity in these crucial areas has been reviewed, restructured and increased accordingly, whilst also mitigating any health and safety risk to our key workers. In addition, and to ensure that our supply chain is operating effectively, the transportation of finished goods has also been reassessed. We are now in many instances undertaking alternative shipment methods to expedite the delivery of raw materials and finished goods into our distribution centres.
As a result of these unprecedented pressures on the afore-mentioned product categories, we reserve the right to apply an upcharge of 10% to certain products. This charge is a temporary measure and will apply only during this period of increased demand due to Covid-19.
Please contact Customer Services or your relevant area representative to communicate your requirements.