Field safety notices and product recalls
When a manufacturer or the MHRA issues a safety notice or recall for a product we supply, we act quickly to make sure the customers who bought it know what to do. Here’s how it works, and how to report a problem with a product.
What the terms mean
Field safety notice (FSN)
A notice from a manufacturer telling users about a safety issue with a medical device and the action to take, such as checking, adjusting, returning or no longer using it.
Product recall
When a product, or a specific batch or lot, is taken off the market. Recalls are often linked to a field safety notice.
Safety alerts
Alerts from the Medicines and Healthcare products Regulatory Agency and the NHS about medicines and medical devices, published on GOV.UK.
How we handle a recall
We’re notified
The manufacturer, or the MHRA, tells us about the issue and which products, batches or lot numbers are affected.
We check our records
We use our order records to find the customers who bought the affected products.
We contact you
We email the account holder with the notice and the action to take. For urgent issues we’ll also call.
We help you put it right
Where the manufacturer requires it, we’ll arrange returns, replacements or credit for affected stock.
What you should do
- Check your stock, including treatment rooms, doctor’s bags and other sites, for the affected product and lot numbers.
- Quarantine affected items and label them “do not use” until you know what to do.
- Follow the actions in the notice, and share it with the staff who use the product.
- Complete and return any acknowledgement form the manufacturer asks for.
- Tell us if you need replacement stock, so your service isn’t interrupted.
- Keep a record of the notice and the action you took, for your own governance and CQC evidence.
No customer notices are listed here at the moment
If you’ve bought an affected product from us, we’ll contact you directly. For every MHRA alert, see the GOV.UK drug and device alerts page.
Report a problem with a product
Contact our team
If a product we supplied is faulty, damaged or not working as it should, email help@medical-supermarket.com or call 020 3301 6500. Please include the product, the lot or batch number and what happened.
Yellow Card scheme
Report suspected problems or incidents involving medicines and medical devices to the MHRA through the Yellow Card scheme. Healthcare professionals and members of the public can both report.
Common questions
How will I know if something I bought is affected?
We’ll contact the account holder who placed the order, using the email address on your account. Please keep your contact details up to date.
Do I need to return affected products?
It depends on the notice. Some ask you to return or destroy stock, others ask you to check or adjust a device. Follow the instructions in the notice, and we’ll help with returns where needed.
Will I get a refund or replacement?
Where a manufacturer recalls a product, we’ll work with them to arrange a replacement or credit for affected stock you bought from us.
Where can I see all current MHRA alerts?
All MHRA alerts for medicines and medical devices are published on the GOV.UK drug and device alerts page.
Keep your details up to date
We use the contact details on your account to reach you about safety notices. Sign in to check them, or call 020 3301 6500.
