Dear Valued Customers:
I want 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 prioritized 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.
Safety and Well-Being
To keep operations running as smoothly as possible, we must answer the immediate needs of our dedicated, hardworking employees. Decisions have been made to determine who can work remotely and who we need on deck. 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 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.
As of Monday, March 23rd many of our customer service agents will work remotely. We’ve adapted our processes and hours of operation to provide the safest environment possible while meeting our valued customers’ needs. To place an order, please continue to visit us at performancehealth.com. If you are a government service customer, you may fax your orders to 866-403-2632 or email orders and questions to [email protected]. All other customers please send your faxed orders to 800-547-4333, emailed orders to [email protected] and questions to [email protected]. If you need to speak with customer service, please call us at 800-323-5547. We will respond to your calls, emails and orders thoroughly and as quickly as possible.
Manufacturing and Distribution Centers
Our Manufacturing and Distribution Centers are operating near capacity. We are focused on maintaining a safe environment for all those who work here so they can continue to do the best possible job for you. Because these folks can’t work remotely, we are both deep-cleaning and utilizing sanitizing solutions that keep these centers as safe as possible. We have added more surface cleaning wipes and hand sanitizing stations throughout our buildings. We are vigorously applying CDC 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 ready to implement the recommended preventative measures to stop the community spread of the coronavirus while ensuring our facilities remain staffed and running efficiently.
In many cases, the products we supply 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. As our partner, we are committed to working with you 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 delay in a few cases.
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.
Developments pertaining to the outbreak 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 labor availability, supply of materials, operation plans and the steps we must take if an employee tests positive for the virus.
We are continuously monitoring evolving measures from governing authorities everywhere we operate; this includes the federal, state and local levels and governing bodies abroad. And, because we are a global company, we are also aligning ourselves with public health authorities around the world, closely following the guidelines being issued from the Centers for Disease Control (CDC), the World Health Organization, 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 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 recognize how important our products are every day, but 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.
Francis X Dirksmeier, Performance Health CEO