1. Clotting Factor Home Delivery Service A Presentation for National Procurement, NHS National Services Scotland 4 th January 2007

2. Clinovia team today  Susan Wood – Regional Manager for Scotland  Stephen Hart – Director of Medicines Management

3. Presentation Structure  Introduction to Clinovia  Clinovia’s ability to meet contract award criteria 1. Technical merit 2. Order process 3. Quality assurance 4. Commercial  Implementation support  Questions

4. Introduction to Clinovia Established since 1975 Employ over 400 staff Work with over 600 NHS organisations Support over 8,500 patients National capability, local service network We aim to provide consistent, high quality, cost effective services to the NHS

5. Medicines management Multiple sclerosis Haemophilia Pulmonary arterial hypertension Growth hormone treatment Assisted conception Immunology Rheumatology Dermatology Care packages Parenteral nutrition Cystic fibrosis Chemotherapy Infection management Thalassaemia Complex care Neuro-rehabilitation Home Ventilation Spinal injury Neurodegenerative Multiple conditions Respite Complexity Core services Therapy areas

6. 1. Technical Merit  Able to conform fully to service specification  Operational site in Scotland which will service this contract

7. Able to conform fully to service specification  Experienced in the home delivery of clotting factors  Clinovia provides home delivery services to over 400 haemophilia patients  Able to conform fully to the service specification in Tender PHP036 Clinovia will be responsible for the purchase, storage and delivery of product to the patients home

8. Operational site in Scotland Susan Wood Regional Manager Eileen McGuire Senior Co- ordinator Lesley Allan Co-ordinator Fiona Doig Co-ordinator Ann Marshall Co-ordinator June Louden Co-ordinator BDM Kenneth Corner Warehouse Supervisor Joseph Lockhart Warehouse Operative Lindsay McDonald Driver John Kelly Driver Avril Syme Pharmacist Linda McFarlane Pharmacist Leigh Murray Lead Nurse Jane McKellar Lead Nurse Scottish operational team (Jan 07)

9. Scottish Business  Scottish team current provides home care services to over 1,000 patients (Nov 06)  985 deliveries were made in November 2006  2, 4, 8 & 12 weekly delivery schedules  Our services are currently commissioned by 12 out of the 15 Scottish Health Boards  Deliveries made to patients across the length and breadth of Scotland (including the Scottish Islands)

10. Geographical spread of patients serviced by Clinovia Deliveries made to patients in Scotland (Nov 06)

11. 2. Order process  New patient orders  Ongoing patient orders

12. New patient orders 1. Installation form and Rx received (fax/post) 2. Rx checked by pharmacist and patient details entered on system 3. Patient contacted to discuss service and delivery arrangements 4. Order picked, checked & dispensed 5. Delivery made by Clinovia driver

13. Ongoing patient orders Patient contacted 7 days prior to delivery (stock levels checked) Order processed, picked, checked and dispensed Delivery made and clinical waste collected as required Invoice and reports sent to hospital. New Rx requested as appropriate

14. 3. Quality Assurance  Operating procedures  Training  Feedback from customers and patients  Complaints and incidents procedure  Inspection and audit

15. Operating procedures & training  All departments work to documented operating procedures that are subject to regular audit  Written procedures are available for inspection as required  All staff receive general company induction training followed by detailed training on work practices and procedures within the department  Procedure and service training is supplemented by training on the treatment and impact on patients. This training is provided by Clinovia pharmacists, nurses, patients and health care professionals from specialist centres

16. Feedback from customers and patients  Feedback is an essential component to monitoring the quality of our service in order that we can identify areas for improvement  Obtained through regular formal surveys, phone calls and receipt of comment cards provided to all patients  98% of patients see Clinovia’s service as good or excellent

17. Complaints and incidents procedure  All complaints and internal incidents are recorded, investigated and appropriate corrective action taken  All complaints receive a written reply within 7 working days (a copy is also sent to the appropriate referring hospital)  Clinovia’s SMT review all complaints

18. Inspection and audit  Clinovia operates within a highly regulated environment and meets the standards set by the following bodies: Health & Safety ISO 9001:2000 Commission for Social Care Inspection Royal Pharmaceutical Society of Great Britain Scottish Commission for the Regulation of Care Medicines & Healthcare Products Regulatory Agency  In addition a comprehensive internal audit program exists

19. 4. Commercial  Financially secure  Established relationships with pharmaceutical companies  Clinovia’s future

20. Financially secure Clinovia turnover for financial year 05/06 = £102 million

21. Established relationships with pharmaceutical companies  Clinovia has excellent relationships with all of the pharmaceutical companies who supply clotting factors  We are supplied with single batch allocations of drug where possible, with maximum shelf life

22. Clinovia’s future  On 1 st December Clinovia became part of the BUPA Group, the UK’s leading independent health and care organisation  Clinovia will trade as a separate company within the BUPA group. The existing SMT will remain with Clinovia  This development brings additional stability to Clinovia (BUPA currently has a turnover of circa £4.2bn), investment over the coming years and great opportunity for growth

23. Implementation support  Pre implementation support Dedicated account manager –Experienced in establishment of new contracts –Experienced in delivery of haemophilia home delivery services Implementation plan for all centres

24. Implementation support  Post implementation support One point of contact with escalation protocol Prescription management Invoices –Consolidated/non-consolidated –Sent with a signed copies of the delivery notes (proof of delivery) –Hospital specified purchase orders can be shown if required –Internal financial co-ordinators to minimise invoice issues Management reports Regular service reviews

25. Summary Why Clinovia? Experienced in the home delivery of clotting factors Ability to conform fully to service specifications Operational site in Scotland which will service this contract Operates within a recognised and accredited quality management system Financially secure Established relationships with pharmaceutical companies Local, experienced staff able to offer support before, during and after the implementation of this contract

26. Questions?