Supply Chain Receiving Changes FAQs

As the University of Virginia Health System continues to grow and evolve in ways to better serve its patients, so too is the Supply Chain team adjusting the way it serves its internal customers.

Beginning on October 18, 2022, the Supply Chain team is launching a new solution that will provide its internal customers and patients a more streamlined and efficient process for receiving and delivering materials into the Health System.

As part of this change, there will be physical location changes, information system changes, and communication changes, all aimed at enhancing how the Supply Chain team support its partners.

Below are some frequently asked questions related to this move and ways to contact the Supply Chain team and its partners.

1. What are the main changes?

  • UVA Health is partnering with Orbit Healthcare (parent company of Courier Services Inc.) to manage the receiving and picking operations at the new facility and at the hospital loading dock.
  • UVA Health is moving its receiving operations of small parcel deliveries (i.e., UPS, FedEx, DHL) to a facility away from the Hospital (4257 Seminole Trail, Charlottesville VA)
  • Orbit Healthcare is deploying new communication systems (i.e., Zendesk) to facilitate the exchange of information between Orbit Healthcare and UVA Health employees, aimed at tracking packages, deliveries, and more.
  • UVA Health is partnering with Orbit Healthcare (parent company of Courier Services Inc.) to manage the receiving and picking operations at the new facility and at the hospital loading dock.
  • UVA Health is moving its receiving operations of small parcel deliveries (i.e., UPS, FedEx, DHL) to a facility away from the Hospital (4257 Seminole Trail, Charlottesville VA)
  • Orbit Healthcare is deploying new communication systems (i.e., Zendesk) to facilitate the exchange of information between Orbit Healthcare and UVA Health employees, aimed at tracking packages, deliveries, and more.

2. Why is UVA Health making this change?

  • UVA Health is making this change in order to improve receiving controls and processes to eliminate time delays and lost packages to the end user.

3. Will these changes impact our Owens & Minor deliveries?

  • Our two main deliveries to the Medical Center, 3PM and 7PM, will remain unchanged. Our 4AM delivery will be rerouted to the warehouse and incorporated into the new processes.
  • Our two main deliveries to the Medical Center, 3PM and 7PM, will remain unchanged. Our 4AM delivery will be rerouted to the warehouse and incorporated into the new processes.

4. What if I have an order that I need for next day early case/ patient care?

  • For orders that are needed for early cases/ procedures, requisitioners should specify that product is needed for 8AM next day delivery.

5. What information do you need to track my package?

  • A valid UPS, FedEx, or DHL tracking number is required to track a shipment

6. Why are you scanning my badge and what is that information being used for?

  • By scanning a photo of your UVA badge, it allows the Orbit Healthcare and UVA SCS team to close the loop on the actual delivery process by providing affirmation that the parcel or shipment has been delivered. This information is stored in a parcel tracking database and is only used as a verification tool in the event there is a question regarding the whereabouts of a shipment.

7. Who do we contact and how when we have question?

  • Orbit Healthcare customer service can be reached at dispatch@orbit-hcl.com

8. How do I track my package?

  • Please email dispatch@orbit.hcl.com any questions regarding the status of your shipment. Include your name, department, and tracking number.

9. Where is the corporate receiving dock located?

  • 4257 Seminole Trail, Charlottesville VA in the UVA Logistics building very close to the airport.

10. When does this start? What is the go live date?

  • Tuesday October 18, 2022

11. When will I get my delivery?

  • We expect UPS and FedEx to deliver in the late morning so deliveries to locations will be same day in the afternoon.

12. Has the return process changed?

  • The return process has not changed at this time. Current pick up locations will still be honored by FedEx and UPS.

13. Is G Storeroom going away with Zendesk?

14. What about refrigerated/frozen/perishable items?

  • These items will still be delivered off site and will be delivered same day to your team. The receiving team does have a refrigerator and freezer at the receiving dock to hold these items prior to delivery.

15. What about Saturday Express deliveries

  • Overnight Saturday deliveries will be delivered to the location requested on the purchase order.

Contact Orbit