FAQ

Frequently Asked Questions

Below you’ll find answers to the most common questions you may have about the ViatrisConnect website and other Viatris related information. If you’re unable to find the answer you are looking for then please contact us and we will be happy to help.

Q: How can I check stock availability?

Q: Can we buy directly from Viatris? 

  • Pharmacies will need to obtain stock via their preferred wholesaler
  • To check which wholesalers stock our products, contact Viatris Customer Services below:
  • Email: productenquiries@viatris.com
  • Tel: 01707 853 100

Q: How do I order flu vaccines? 

  • Our dedicated flu team can be reached on:
  • Tel: 0800 358 7468
  • Email: flu@viatris.com

Q: How do I order Clozapine?

  • Stock of Clozaril® (Clozapine) can only be supplied to a pharmacy in the UK if that pharmacy is registered with the Clozaril® Patient Monitoring Service (CPMS)
  • As per the product license for Clozaril®, Clozaril® is not sold to or distributed through wholesalers

CPMS United Kingdom
Tel: 0845 769 8269
Email: cpms@viatris.com
Fax: 0845 769 8379 or 8541
Out of hours: 01276 692504 

CPMS Ireland
Tel: (01) 662 1141
Email: cpms@viatris.com
Fax: (01) 662 5961
Out of hours: (01) 662 1142

Q: Who do I contact for flu payments?

Q: How do I reach your finance team?

Q: How do I contact your medical information department?

Q: How do I report an adverse event, missed doses, of licence use or lack of efficacy of a pharmaceutical product? 

Reporting of adverse reactions: 
Please continue to report suspected adverse drug reactions and device failures with any medicine or vaccine to the MHRA through the Yellow Card Scheme. It is easiest and quickest to report adverse drug reactions and device failures online via the Yellow Card website:  https://yellowcard.mhra.gov.uk/  or search for MHRA Yellow Card in the Google Play or Apple App Store. Alternatively, you can report via some clinical IT systems (EMIS/SystmOne/Vision/MiDatabank) or by calling the Commission on Human Medicines (CHM) free phone line: 0800-731-6789.

Adverse reactions/events and device failures should also be reported to MAH at e-mail address:  pv.uk@viatris.com

Q: How do I raise a product complaint? 

Q: How do I get additional information on your products/patient support material? 

Please visit the Viatris Medicines section of this website and the Viatris Shop to support you and your patients. If you need any further information or additional patient support, please contact productenquiries@viatris.com with the details of your request or enquiry. Please include your pharmacy/hospital/surgery name and full postal address and we will get in touch with you.

Q: How can I order an EpiPen® trainer pen?

  • Healthcare professionals can order up to 2 EpiPen® trainer pens free of charge via the Viatris Shop
  • If you require more than 2 trainer pens, please send your request to marketinguk@viatris.com and include your name, contact details, hospital/pharmacy/surgery name and full postal address with the volume required 
  • Your patients can order an EpiPen® trainer pen (free of charge) from the official EpiPen® website: epipen.co.uk/en-gb/patients/your-trainer-pen

Q: How can I order Creon® Micro scoops?  

Q: How do I find out about your HRT range/get support for my patients on HRT?

  • Healthcare Professionals can view the full HRT range under Viatris Medicines. Alternatively visit the dedicated HRT website: mywayhub.co.uk (this is a promotional website and contains mention of brands and products)
  • We have dedicated business managers for HRT products that can support you. Please send your name, contact details and location to productenquiries@viatris.com . Our Customer Service team will request for your local HRT Business Manager to contact you
  • You can refer patients to menopauseandme.co.uk for information on symptoms, treatment, support and resources.

Q: How do I order Viagra Connect® (Sildenafil Citrate) patient checklist?

  • You can download the Viagra Connect® checklist here

Please note: It is not a legal requirement to use the Viagra Connect® checklist before dispensing the medicine to customers

Q: Are your products still supplied in Mylan/Upjohn livery? When will this change to Viatris?

  • Our products are still supplied in Legacy Mylan and Legacy Upjohn/Pfizer livery
  • Viatris is currently developing a schedule to update our livery to Viatris branding in line with other regulatory and compliance commitments
  • This will take place over the next three to five years

Q: How do I find contact details of your other affiliates?

Q: Who do I contact with Falsified Medicines Directive (FMD) Scanning issues? 

It is possible that scanning 2D barcodes on Mylan packs will generate different FMD alerts and we recommend reading the guidance published by the Royal Pharmaceutical Society or following the interim guidance from the UK FMD working group for community pharmacy:

https://www.gov.uk/guidance/implementing-the-falsified-medicines-directive-safety-features

https://fmdsource.co.uk/2019/03/08/wording-of-uk-fmd-hub-alert-messages-being-updated/

Any instances of counterfeit medicines or signs of tampering should be reported to the MHRA in the usual way.

If you have successfully scanned the product but the results are advising you to contact us (the manufacturer), please provide the details below and send to: qc_office@viatris.com

  • Description: 
  • Product code:
  • Batch: 
  • Enquirer Name:
  • Company: 
  • Contact number: 
  • Contact Email:

Q: Are your products all FMD compliant?

Viatris has a Global team dedicated to serialisation. This group works to written procedures to ensure compliance, where appropriate, to the EU Directive on FMD. 

Following Brexit there is no requirement for medicines for GB to comply with the EU Directive and links to the EU Hub were severed. Products distributed in Northern Ireland are expected to comply.

Compliance to the EU Directive is reviewed by a Qualified Person as part of the batch release process.

Additional checks are performed, where appropriate and possible, as part of our process for releasing products for distribution. These checks will remain in place until the establishment of the UK Medicines Verification System.

Information on the UKNI Medicines Verification Organisation can be found on their website: https://securmed.org.uk/

NON-2022-14033 November 2022

Welcome to the Viatris Connect portal for UK healthcare professionals (HCPs) where you’ll find promotional and non-promotional information about Viatris’ portfolio, therapy area materials and professional resources.

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