29/04/2020 - Services Update

Posted by PPL Biomechanics on

As you know, we have continued operating throughout this difficult period. We have developed new systems and processes which have enabled us to catch up on all outstanding orders. We have summarized our current available services in the table below.

 Product

Estimated Turnaround Time (Working Days)

Off-the-shelf devices (footwear, insoles, rehab etc) 3 - 5
Prescription Insoles 6 - 8
Carbonflex Devices 8 - 10
Alterations / Refurbishments 8 - 10
CAD CAM Custom Orthoses 14 - 16

 

Due to lack of resources at this time, we are unable to manufacture any Handmade Casted Custom Orthoses. However, we have alternatives available within the CAD CAM Casted range and we encourage you to contact our Technical Team (technical@pplbiomechanics.com) to discuss your options.

Office Hours

Our offices are currently open Monday to Friday from 9:00 – 16:30. As we are operating with a reduced staff, we ask you to contact us via email where possible. This will facilitate us in dealing with urgent calls as a priority. If we are unable to take your call, please leave a voicemail and we will return your call at our earliest convenience.

Account Update

We are aware that many of you are now requesting deliveries directly to your homes. If this will be an ongoing active address, we would be grateful if you could inform us of this so that we can alter our internal systems accordingly.

If you would like to discuss anything in relation to your account (delivery address, invoices, payments etc), please contact Ashling at accounts@pplbiomechanics.com.

Delivery Update

We are currently dispatching orders twice a week. For a more accurate timeline for receipt of your orders, please contact our Customer Service Team on sales@pplbiomechanics.com.

Delivery Direct to Patients

Following multiple requests from customers, we are now able to deliver to patients directly. As there are extra administration costs in providing this service, the cost for this is €10 (as opposed to standard delivery cost of €5.50). We may be enforced to increase this charge in the coming weeks once we have completed a review of our operating costs.

All requests for delivery direct to patients must be made via email to sales@pplbiomechanics.com and must include the patients’ full delivery address (including Eircode) and phone number. Failure to provide these details will result in the order being placed on hold.

Please ensure that you inform your patient that they should not contact us directly (other than HSE patients processing payment). As always, we do not deal directly with patients and they should contact their medical practitioner for any advice required in relation to their order.

Alterations / Refurbishments / Special Fitting Service

We can now accept these orders, however due to contamination risk, we ask you to only send us devices where deemed essential. For a more accurate turnaround time, please contact our Technical Team.

Product Returns

Due to the lack of staff resources and ongoing contamination risk, we are currently unable to accept product returns. Please hold your returns until we provide further updates on this service. If you require a product swap, we suggest you purchase the required product and return the unwanted product when we have reopened our returns service.

In the event of exceptional and priority circumstances, please contact sales@pplbiomechanics.com and we will try our best to resolve your issue.

Education & Training

We will be unable to provide on-site training for the foreseeable future; however, our Education & Training Team are currently working hard on developing some new online CPD and will be sharing this with our customers in the near future. If you have any specific training needs at this time, please contact cpd@pplbiomechanics.com and we will do our best to support you in any way we can.

Our Technical Support team are operating as normal and can be contacted on technical@pplbiomechanics.com.

PPL is Lobbying for Healthcare Professionals & their Vulnerable Patients

Along with many others, Joanne has been busy in the background lobbying the government and offering workable solutions to address the critical situation of vulnerable patients, who are currently unable to access the healthcare services and products they need. As you are aware, the hospitals are quiet and most private clinics are closed. The patients have not disappeared, nor has their need for care, and all healthcare professionals are concerned about their patients. HSE frontline professionals do not have the resources to cope with the needs of all the private sector patients.  Also, private clinics and many essential businesses, do not have a sustainable economic model to operate under, or adequate guidance and protection from litigation. These are very challenging times for the government, every healthcare professional and essential services businesses. As situations become more stable, we are all identifying the priority issues more clearly and finding creative solutions to some of the problems we face, and just trying to keep our shows on the road and keep positive.

Please tell us your current situation / suggestions / concerns, and we will do the best we can to assist, please contact us via the relevant details below:

privatepractitionersupport@pplbiomechanics.com

hsepractitionersupport@pplbiomechanics.com


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