Our Response to the Current Global Health Crisis


We’re putting measures and resources in place to help keep everyone healthy, including our staff, the practitioners and patients who use Fullscript and Natural Partners, as well as the larger community.

Right now, the world is pulling together in a global effort to keep as many people healthy as possible. It’s an unprecedented wave of action, made up of countless decisions, sacrifices, and changes made on the individual level. We’re doing everything we can to contribute to that wave in an impactful way.

To start, we’re focusing on a few initiatives:

  • Putting together a resource hub for practitioners and patients. It will have the latest updates on our business services, as well evidence-backed tips for keeping minds, bodies, and practices healthy during this crisis.
  • Taking all necessary steps to make sure our products maintain the highest quality standards in this rapidly changing environment. Our suppliers have increased their quality-assurance processes to prevent products from posing any risk to recipients.
  • Staying in constant communication with suppliers to understand and anticipate their ability to keep up with the current demand. They’re doing their best, but current measures make it difficult to produce at a faster pace.
  • Responding to our high order volume. We’re seeing a lot of out-of-stock scenarios, and we ask that our customers be patient as we adjust to the current state.
person applying hand sanitizer on their hands

We have ensured all distribution centre staff have access to sanitizer products such as anti-bacterial hand sanitizers.

Steps being taken in our distribution centers

Safety is our top priority, and we’re taking additional steps to keep our warehouses safe and our staff and customers healthy.

  • Our warehouses are stocked with plenty of sanitizing wipes, hand sanitizer and sanitizing spray.
  • Our cleaning services are doubling-down on their efforts, making sure the facilities are sanitized thoroughly.
  • We’ve adjusted our workstations to be a minimum of six feet apart.
  • We’ve expanded our break areas and staggered break times so staff can rest without being in congested spaces.
  • We’re limiting the exposure that our staff has with outside parcel carriers, meaning that delivery drivers remain in our dock area.
  • Extra measures are being taken to reduce contact and prevent contamination from outside sources.
  • The restrooms and break areas have additional resources to advise staff about proper handwashing techniques and other preventative hygiene measures.
  • Our ongoing compliance with NSF cGMP means that proper sanitation and cleanliness practices are already in place at both distribution centers.

Receiving a package? There are extra precautions you can take.

People are feeling understandably nervous about receiving mail right now — especially if it’s traveling across borders. The World Health Organization has addressed these concerns in a recent FAQ, stating that it is safe to receive commercial goods through the mail.

The health authority explains that, “the likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus … from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.”

The latest research — which is so new, it’s not considered to be 100% certain — indicates that the current virus can live for 24 hours on cardboard, and up to 72 hours on plastic and stainless steel.

So, while companies like Fullscript are taking extra precautions to sanitize their products and packaging, there are some steps you can take to further reduce any chance of contamination:

  • Wipe down the package and, if possible, its contents with disinfectant wipes, and then wash your hands.
  • For supplements that need to be refrigerated, like probiotics, they can be placed directly in your refrigerator. Dispose of the packaging in an area outside of your living space, and sanitize counters or other surfaces that the items came in contact with and then wash your hands.
woman putting something into her fridge

Probiotics from Fullscript can be put directly into your fridge from the delivered package.

New Fullscript features

Our engineers have quickly pivoted their attention to focus on platform features that can be added, enhanced, or adjusted to solve current challenges faced by our practitioners and their patients.

The reality is, there are many popular products that are currently out-of-stock, and current social distancing measures are making it harder for practitioners to meet or communicate with patients. All of this is happening at a time when people are more motivated than ever to connect with their practitioners and commit to a treatment plan.

We’ve implemented some new tools to help.

Similar in-stock products

When a patient in the U.S. adds a backordered product to their cart, it will show similar in-stock products that they can order instead. In Canada, when a patient views a backordered product, it will show similar in-stock products.

When a patient views a backordered product, it will show similar in-stock products.

These similar products are carefully chosen by our medical advisory team. The patient is informed about the process of ordering backordered items, and is also told to contact their practitioner to see if the similar products are right for them.

In-stock toggle

Patients who have access to open, private, and restricted catalogs can choose to have only in-stock items displayed when searching for products in the catalog. This helps patients quickly find and order what they need, without the stress and frustration of sorting through backordered options.

Current features that can help in these tough times

There are also a number of well-established tools in the Fullscript platform that can help practitioners be more effective in this current, challenging climate.

Protocol library and personal templates

We know practitioners are busier than ever during this health crisis. Our medical advisory team has put together a library of carefully-curated, evidence-based protocols for the most in-demand treatment plans. All protocols are created using current and reliable research.

Practitioners can recommend more efficiently — and with added confidence — while still having the flexibility to make each treatment plan personalized to the patient’s unique needs.

These protocols act as a starting point for creating individualized treatment plans. Practitioners can browse, search, read, save, and print any of the Fullscript protocols — or upload the associated template right into their recommendation tool with a click, and customize it before sending it off to the patient.

Practitioners might find that they’re creating a lot of very similar treatment plans right now. In the Fullscript dashboard, they can create their own template to help save time. Templates can still be easily individualized for each patient, but can contain:

  • A typical communication associated with that recommendation
  • A more personalized message
  • Documents and other supporting material for the patient
  • Specific supplement recommendations, including customizable dosage instructions

Advanced search

The Fullscript search functionality allows practitioners to search and find products based on condition categories, like immune support. This makes it fast and easy to browse the catalog based on patient need and use case.

Other ideas?

Our main priority right now is supporting our community in this time of crisis. If you have ideas about how we can support you, let us know!

If you are a practitioner, consider signing up to Fullscript. If you are a patient, talk to your healthcare practitioner about Fullscript!