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March 2020 - Newsletter #5

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NorthWestPharmacy.com

URGENT NOTICE!

The Province of British Columbia, Canada, where our call center is located, has declared a state of emergency due to the coronavirus. This may impact our operations very shortly but we will do all we can to continue to serve you while maintaining the health and safety of the entire NorthWestPharmacy.com team.

NorthWestPharmacy.com is now live testing a dispersed remote call center through employee homes to ensure we can serve you in the event that employees cannot attend the physical call center. We appreciate your understanding and patience in the event your call is routed to a remote location because we are still working out the bugs. If our call center is required to close, there will be far fewer Patient Care Specialists than normal and hold times may be much longer than you are accustomed to. Rest assured, pharmacist counseling will continue though there could be delays depending on how events related to the coronavirus unfold in the coming days.

In the meantime, our regular call center is currently experiencing an exceptional call volume as patients place orders for their vital prescription drugs during a time when we have been informed that there may be drug shortages in the near future and current deliveries are forthcoming but delayed by a week or two due to the cancellation of many flights to the USA. The good news is that, to date, we have been able to successfully re-route all shipments to be delivered to you. See our previous newsletter on this here.

Many of our patients are elderly and do not have access to the internet so the call center is their only means of contact for the ordering of their vital prescription drugs. These are the patients we would like to prioritize serving by phone so we would be incredibly appreciative if you could free up our phone lines so these patients in need can be served by phone, while those that are able to, order online through our website. Those who have queries about previously placed orders and who have internet access can email us at CustomerService@NorthWestPharmacy.com to help elderly patients that are without internet to have better access to our phone lines. It will also help avert an extended hold time you might otherwise face.

We urge you to use online or email methods for service at this time so we can better serve those who do not have such access.

Thank you for your cooperation.

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