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Frequently Asked Questions

INFORMATION ON EVERY LEVEL

Get answers to common questions about the supply shortage and remediation efforts below.

ORDERING

When will I be able to order direct again?

Your representative will keep you informed with the most up-to-date information. However, we have asked customers to begin placing orders via the wholesaler/distributor channel instead of direct via Pfizer Prime or Pfizer Injectables Customer Service to restock supply to the market as quickly as possible. There are a small number of products available via direct order, and your Representative can send you the list. We will evaluate this interim ordering process on an ongoing basis and communicate any changes as they are implemented.

How do I learn about my relevant product status and availability?

Click here to view the availability report for Pfizer Injectables products. You can also log in here to view your personal availability. If you're not yet registered, please contact your Pfizer Sales Representative by calling 1-844-646-4398. You can also reach our Supply Continuity Team from 7:00 AM to 6:00 PM CT to discuss any product availability questions you may have. They can be reached at 1-844-646-4398 (Select Option 1 [Customer], then Option 3 [Supply Continuity Team]) or at PISupplyContinuity@Pfizer.com.

SUPPLY & MANUFACTURING

When will the supply shortage be resolved?

We continue to make progress in our recovery plan, although full recovery is currently predicted to be mid-year 2018. You can click here to view the most up-to-date information on Pfizer Injectables product availability. You can also reach our Supply Continuity Team from 7:00 AM to 6:00 PM CT to discuss any product availability questions you may have. They can be reached at 1-844-646-4398 (Select Option 1 [Customer], then Option 3 [Supply Continuity Team]) or at PISupplyContinuity@Pfizer.com.

Why is recovery delayed?

Recovery is delayed for 2 reasons:

  • Technical/manufacturing issues and capacity constraints.
    • Technical/manufacturing issues are causing backorders to grow, as our remediation efforts have not met our initial timelines to meet demand. As the team worked through a remediation issue, what was thought to be a corrective action did not satisfy our regulatory requirements and, therefore, did not resolve the issue to Pfizer’s quality standards. Therefore, the team had to work on additional corrective actions, which caused the timeline to be delayed to ensure proper remediation efforts. We will continue to bring in additional internal and external resources to assist in evaluating and resolving technical issues as needed to meet demand with our best manufacturing capabilities.
  • Capacity constraints have increased due to many products being in short supply, as well as the time needed to restore inventory.
    • As we progress through our recovery and issues are resolved, capacity will become the main driver of backorders, as it takes time to restore inventory levels when completing both backorders and new orders concurrently. We will continue to work to get more product to our customers as manufacturing batches are completed.
What are your plans to avoid supply shortages in the future?

We are committed to our supply-shortage recovery plan. Our long-term plan includes 3 key elements to minimize supply shortages in the future—investment of several hundred million dollars planned for compliance and manufacturing capabilities over the next 3 years, a plan to increase safety stock levels of medically necessary and other key products, and a focus on communications infrastructure and organizational preparedness.