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IMPORTANT COMMUNICATION: Customer and Business Partner Update - CORONAVIRUS COVID-19

20 March, 2020

We wish to update you on the steps Performance Health is presently taking in response to the coronavirus outbreak and the rapidly changing environment.

20 February 2020

Customer and Business Partner Update - CORONAVIRUS COVID-19 

Dear Valued Partners,

We wish to update you on the steps Performance Health is presently taking in response to the coronavirus outbreak and the rapidly changing environment. Our company has always prioritised our people, our customers and our partners. That hasn’t changed. However, the current situation mandates that we do more. We are continually implementing measures to keep our people safe and answer our customers’ needs. After all, the work our customers do is vital to keeping people healthy as well. 

As a component of Australia and New Zealand’s healthcare system, together with our partners, we help to protect some of the most vulnerable people in our society. Our priority is to ensure that the service we provide to the Healthcare sector is not interrupted.

Safety and Well-Being
To keep operations running as smoothly as possible, we must address the immediate needs of our dedicated employees. Decisions have been made to determine who can work remotely and who we need on site. Our top priority is the safety and well-being of our employees and we are taking all necessary precautions to ensure this. In addition, we are doing all that we can to support our employees and to help them resolve issues that arise that could impact their jobs. We also have communication and quarantine procedures in place if an employee is diagnosed with COVID-19 and can implement the steps we should take quickly and safely.
Customer Facing Teams
As of Friday the 20th of March, Performance Health has implemented the following precautionary measures:
  • Performance Health representatives have been instructed not to visit customers’ facilities. This action is to mitigate any risk of COVID-19 acquisition or transmission. Our team will continue to provide service to you via phone, FaceTime and email.
  • External visitors are required to complete a screening questionnaire prior to being accepted at any Performance Health facility. Non-essential visits to our facilities are currently on hold.
Manufacturing and Distribution Centres
Our Manufacturing and Distribution Centres are operating at near capacity. We are focused on maintaining a safe environment for all those who work here so that they can continue to do the best possible job for you. Because these teams can’t work remotely, we are utilising sanitising solutions that keep everyone as safe as possible. We have added more surface cleaning wipes and hand sanitising stations throughout our buildings. We are vigorously applying current guidelines in our facilities to protect our space and customer’s products to the best of our abilities. 

We are also prepared to work with individuals should they become compromised and we are ready to implement the recommended preventative measures to stop the community spread of the coronavirus while ensuring our facilities remain staffed and running efficiently. 

Supply Chain
In many cases, the products that we supply to our customers are vital to the health and safety of their clients. Thus, our supply chains are critical to the health and welfare of the community at large. To that end, we are working around the clock to get shipments out in the timely manner our customers expect. We are committed to working with our partners to ensure we can continue to deliver with the fewest possible delays. Presently, we are delivering the majority of product on time, with only a day or two of delay in a few cases. 

Global Suppliers
The good news is our supply lines from China are coming back online. As always, our global procurement team is in constant contact with suppliers. We continue to track shipments daily so that we have an accurate read on current inventory levels and can take any measures necessary. As transportation from the region ramps up, there may still be delays. Therefore, our various teams are working together to implement measures that allow for longer lead times within the entire supply chain. For the most part, we have a good handle on the supply lines that Performance Health can control. 

Business Continuity
We wish to ensure that our services remain uninterrupted. Accordingly, a number of directives have been implemented to reduce any risk to our business operations.
  • Our Customer Service and internal support staff continue to operate as per normal.
  • Our Warehouse and delivery services continue to operate as per normal.
Developments are no longer daily, but hourly. To that end, our business continuity plans are constantly being examined and adapted in order to continue operating at top capacity. We are focused on people availability, supply of materials, operational plans and the steps that we must take if an employee tests positive. 

We are continuously monitoring evolving measures from governing authorities everywhere that we operate; this includes the federal, state and local levels and governing bodies abroad. Because we are a global company, we are also aligning ourselves with public health authorities around the world, closely following the guidelines being issued locally and from the World Health Organisation, and health officials at all levels. 

Leadership and Partnership
At Performance Health, we grasp the gravity of this situation and are stepping up to deal with the daily challenges that we are all facing. We are working diligently with all of our suppliers to continue to mitigate risk. Safety remains our upmost concern, and that won’t change.

We fully recognise how important our products are every day, particularly when our customers are potentially facing escalated medical needs. We appreciate your partnership and understanding and are committed to working together to navigate the current situation. Our plan is to keep you updated on a regular basis.

We appreciate that this situation is unprecedented and changing by the day. We will provide updates in the event of changes to our response. In the meantime, please do not hesitate to contact your sales representative or our customer service team on 1300 4 REHAB (1300 4 73422) for any further details.

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