Preventing Supply Chain Delays: Temperature Challenges, Management Strategies

When temperature-controlled supply chain operations fail, patients experience delays in receiving important medications. Tom Hart, COO of BioCare, provides insight into some challenges related to cold supply chain maintenance and emphasizes keeping the well-being of individual patients in mind while managing these operations.

What are some challenges regarding cold supply chain maintenance?

That is a question I love. I have been doing cold chain for more than 20 years now, and I always get asked what the challenges are. The truth is the challenges are not much different than those of the overall supply chain. Shortage of trained labor, shortage of drivers, delays in deliveries—those are some of the biggest challenges.

I think the difference for temperature-controlled supply chains is that the items you are shipping are perishable. It is annoying when something non-perishable is delayed, but it is damaging when something temperature controlled is delayed.

How have rising temperatures impacted those who manage cold supply chains?

Cold chain is a subset of a bigger issue, which is temperature-controlled product. The product could be controlled at room temperature, cold chain, etc. The reality is those challenges exist all year long. You must protect product on the low and high ends of temperature.

The good news is there have been developments such as pack outs and chamber testing guidance on both temperature extremes. This has helped us protect and safely deliver a lot more product. For those of us that are responsible for delivering, we focus on testing our pack outs, having good quality programs to monitor the process, as well as having extensive training programs for our staff. Those are the three key areas to focus efforts.

How would you say delays or failures in these operations impact patients, pharmacies, or health care systems?

This is very close and personal to me. About 20 years ago, I experienced a delay as a patient. I was diagnosed with cancer and became the recipient of one of those packages that never showed up. I remember sitting in the office waiting for my medication to arrive. I kept hearing, “It will be here by 10:30.” It never arrived.

I was sent home, had to reschedule my doctor's appointment, and take more time off work. My wife had to move our kids. The impact to the patient is enormous. These are things we do not think about in practice or the distribution centers.

It was at that time I decided this would be my mission in life: to make a passion out of ensuring no patient experienced that again. When you sit up close and see your partner fall apart in tears because the whole supply chain failed, it is moving. I have spent the last two decades trying to make sure that does not happen.

Thank you for sharing that, Tom. How can stakeholders ensure the supply chain process is seamless?

Make sure your staff is fully trained on the process and you are monitoring that regularly. I believe in loudly communicating the ‘why’ behind what we do. Let us face it—who does not know somebody that has been diagnosed with a devastating disease?

At BioCare, we talk about patient care in our mission statement. I tell my team all the time that there is a patient at the end of everything we do. That focuses us on collaborating with our carriers and suppliers so our ice, gel packs, boxes, and pack outs are working optimally to get product to a patient.

Is there anything else you would like to add today?

Cold chain is only at the forefront when temperatures get really hot or really, really cold. I appreciate the opportunity to talk about this, and I think it is important to focus on overall temperature-controlled supply chains because they are critical to patient care. The more focus we can bring to that, the better it is for the industry.

I think BioCare is uniquely positioned to drive that focus, and I am excited about what we do.

About Mr Hart

Tom Hart serves as BioCare’s chief operating officer and is responsible for designing and implementing policies to promote the brand’s culture and visions, along with overseeing operations for BioCareSD, CanyonCareRx, and LogiCare3PL to grow the businesses strategically and ensure an exceptional customer experience. His focus and work philosophy weave strategy, operational excellence, and execution together to drive the best possible outcomes.

Prior to joining BioCareSD, Tom served as the chief operations officer for Benco Dental, the nation’s largest privately owned dental distributor, where he led a team of several hundred colleagues dedicated to providing an excellent patient experience. Tom has also held multiple senior roles during his decade-long experience at McKesson, during which he led customer service, vaccines, Six Sigma, specialty distribution, and more.