The delays – which left pharmacies without much-needed medicine over the weekend (see below) – were caused by "an air conditioning outage in the server location", which had disrupted "some IT systems in our support centre" last Thursday (September 7), Alliance Healthcare said.
The wholesaler is "pleased to confirm the IT system is now fully operational", it told C+D this morning.
However, while the recovery is going better than expected, the total backlog may not be delivered to every pharmacy until Wednesday, it added.
"Our service centre teams are working hard to process and pick orders, to resume full service as quickly as possible," Alliance Healthcare said.
"Medical orders placed since 7pm on September 7 have been captured and are being delivered from today (September 11)."
"Our team’s focus is to now process all remaining orders as soon as possible," it said.
The wholesaler repeated that it "sincerely apologises for the inconvenience caused", and stressed that "patient safety is our main priority".
"All our customers are being kept informed about the progress of the situation," it added.
How pharmacists are coping today…
Was looking forward to my Alliance order this morning but all they sent me was some bread. Getting desperate now.#notfunny— Amanda Smith (@HfxAmanda) September 11, 2017
Only received CDs this AM. May get something tomorrow but probably Wednesday— Jon (@FlitmanJ) September 11, 2017
After being told Friday pm by driver, then Monday am by customer service. Just had delivery and still nothing from Thursday. Struggling— Penny Knowles (@penigrif) September 11, 2017
Have run out of Methadone. Was told I could place an emergency order at my cost. Luckily AAH stepped in for my patients.— Sue Warman (@sue_warman) September 11, 2017
It's not, thankfully, we got something akin to a heads up from our AAH driver before noon so could make alternative arrangements— Ben Merriman (@blmerriman) September 8, 2017
Yes - it was quiet wasn't it!— Xrayser (@Xrayser) September 9, 2017
Still no delivery - patient about to run out of macrobid - they better turn up Monday - don't you just love restricted wholesaler drugs— simon medley (@simeds) September 9, 2017
told by our driver this morning that the order would be with us this afternoon. Then at 2pm(after cut off) we were contacted to say not. Grr— Penny Knowles (@penigrif) September 8, 2017
Alliance might not be up and running by Monday. This must be the most AAH totes we have received ever... pic.twitter.com/Hy8f2CAP1O— sachin badiani (@thesupersach) September 9, 2017
We spoke to other local pharmacies to check they had no urgent outstanding owings, we traded stock & made sure patients had what they needed— Ben Merriman (@blmerriman) September 9, 2017
Rationing insulin pens today. Monday is going to be manic— Sanjay Patel (@SuttonPharmacy1) September 9, 2017