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OPERATIONS HUB

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Our purpose-built operations facility at Sittingbourne, Kent combines the meticulous
distribution of patient prescriptions and sample orders with device servicing and maintenance.

 

We aim to meet patient needs through quality and compliance, with continuous improvement and ever more sustainable solutions, processes and partners.

SUSTAINABILITY

Caring for the patients whilst caring for the planet, we are committed to reducing our environmental impact through targeted action in waste reduction, energy efficiency and sustainable logistics. The following achievements highlight how we’re putting that commitment into practice.

Our operations facility 
in Sittingbourne has achieved Zero Waste to Landfill status since 2018.

In 2024 our logistics partner delivered 21.4% of all parcels using all-electric vehicles. This resulted in CO2 saving of >60,550kg, equivalent to 2,422 mature trees.1

Our Sittingbourne site also holds ISO50001 Energy Management and ISO14001 Environmental Management System accreditations.

Our distribution centre is pivotal for the seamless fulfilment of patient prescriptions, feeding equipment and sample orders. The team at our distribution centre receive patient orders and carefully picks, labels and packs them, ensuring a perfect match with the patient's order details.

 

ABBOTT SAMPLE SERVICE

Help your patients to pick the oral nutritional supplement products they like prior to prescribing to encourage compliance.2,3 Less waste, more taste.

CHOICE

of up to 12 samples from our wide range of flavours and styles, delivered direct to your patient in two days.

COMMUNICATION

in our new sample pack includes downloadable recipe books, a datacard and product request form for future orders.

COMPLIANCE

is impacted by flavour preference, which can help improve patient outcomes.2,3 With a wide range of styles and flavours to choose from, HCPs can find the oral nutritional supplement that best suits their patients.

Visit our Sample Service here

PHARMACY TEAM PRESCRIPTION DISPENSING

We have a dedicated pharmacy team who check and dispense all prescriptions to ensure accuracy.

COMPLIANT AND SUSTAINABLE PACKAGING

Our environmentally conscious packaging reflects our dedication to eco-friendly practices and sustainability. We package all orders in adherence with the highest standards to safeguard the integrity of the products during transit. Ancillary orders are dispatched in sustainable paper mailing bags.

DISPATCHING OUR PRODUCTS WITH REPUTABLE AND SUSTAINABLE COURIERS

By leveraging the services of reputable courier partners we ensure swift and secure delivery to patients. Where possible we provide environmentally friendly order transportation through collaboration with selected logistics companies.

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DEVICE SERVICING

Our facility is dedicated to maintaining the peak performance and safety of our FreeGo pumps. Our service centre conducts routine check-ups, maintenance, and repairs to ensure optimal functionality of the pump. This includes component replacements, device calibration and device testing.

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CARE 

 

over the lifetime of each pump ensures optimal functionality and reduces waste. On-site specialists carry out routine check-ups, servicing, and maintenance including component replacements, circuit board repairs, testing and calibration.

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COMPLIANCE 

 

is supported through a Device History Record for every pump, which enables tracking as they are decontaminated, tested, repaired, calibrated, quality checked, packed and dispatched.


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COMMITMENT


to excellence is demonstrated by multiple ISO accreditations for Quality Management in Medical Devices, Occupational Health and Safety Systems and Environmental Management Systems.

DECONTAMINATION AND DRYING

Upon arrival at our service centre, all pumps and accessories undergo a meticulous decontamination and cleaning process. Pumps are stored at a constant temperature for at least 24 hours, adhering to our stringent IPX5 water ingress rating.

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Service and repair

The full service history of every serialised device is maintained in our device tracking system. If needed, repairs are undertaken, including circuit board repairs. We ensure that every device meets our exacting standards for performance and reliability.

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Quality checks

Calibration and quality checks are integral to our process. The Customer Relationship Management (CRM) pump tracking is diligently recorded, and any necessary Printed Circuit Board (PCB) repairs are expertly carried out to guarantee the precision and accuracy of each device.

PACKAGING

Our commitment to compliance extends to our packaging. All our packaging meets the standards of the Electronic Device History Record (EDHR). Once packed, devices are promptly updated in our tracking database and seamlessly transitioned to our warehouse, ready for distribution.

PERFORMANCE, SAFETY AND CONTINUOUS IMPROVEMENT

We operate under globally recognised standards, holding certifications to ISO 9001-2015 Quality Management Systems, ISO 13485-2016 Medical Devices, ISO 45001-2018 Occupational Health and Safety, ISO 14001-2015 Environmental Management and ISO 22301-2019 Business Continuity Management.

Talk to an Abbott Representative about our home enteral feeding contracts
and the Hospital2Home service.

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References: 1. EcoTree. How much CO2 does a tree absorb? https://ecotree.green/en/how-much-co2-does-a-tree-absorb Accessed June 2025.

2. Lad H et al. J Nutr Health Aging 2005;9:310-314. 
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