What your quality department wants to know before you call
This page describes how we work, not what is medically correct. Everything below can be audited by appointment.
How do you record the temperature?
Under the condition you or the manufacturer prescribe, in two set-ups: ambient 15-25 °C in an insulated box, and refrigerated 2-8 °C in a cool box with pre-conditioned cooling elements. The driver measures the temperature at pickup and at delivery and records it with the time and his name. On a deviation we report immediately to your contact, do not deliver without your release, and the deviation is in the record. If no reading was taken, it says not recorded. We never show 'in order' without a reading.
How do you handle UN3373 and packing instruction P650?
We transport Category B biological substances as UN3373. The laboratory classifies and packs, we transport; not every sample is UN3373, and that classification is the sender's. The lab provides triple packaging with absorbent material, a primary or secondary packaging able to withstand 95 kPa and the UN3373 mark with the proper shipping name in letters of at least 6 mm. We check the marking at pickup - incompletely packed does not come with us - transport separately from medicines and documents, and carry a spill procedure with an absorption and disinfection kit in the car. A shipment packed and marked to P650 is exempt from the other ADR requirements; we therefore do not present ADR as a quality mark.
Are you GDP-certified?
No, and we cannot be. A GDP certificate is only issued to holders of a wholesale distribution authorisation; as a carrier that does not store, we are not eligible and do not claim it. What we do: build our way of working around the transport-related parts of chapter 9 of guideline 2013/C 343/01 (agreed condition, measurement at pickup and delivery, reporting of deviations, delivery to the addressee, GDP training of the driver), and be auditable by your quality department.
Do you sign a data processing agreement?
If you want one, yes. Which role we have under the GDPR, processor or controller in our own right, depends on the processing. For the data we need in order to drive (addresses, contact persons, times) the Dutch Data Protection Authority generally regards a carrier as a controller in its own right, and no processing agreement is needed. Where we additionally process data solely on your instructions, we sign a data processing agreement for that under Article 28 GDPR; your own template is fine too. The request form and the portal ask for no patient data; the tracking code shows no contents, sender or recipient.
What about insurance and liability?
For domestic road transport, Book 8 of the Dutch Civil Code applies: we deliver in the condition in which we received the shipment and without delay, and statutory compensation for loss or damage is limited to € 3.40 per kilogram (for delay, to the amount of the freight). We say so, because for a sample or a medicine a per-kilogram rate is rarely adequate. Additional cover per shipment can be agreed in advance. Our carrier's liability is insured. The Dutch General Transport Conditions 2002 (AVC) apply only when expressly agreed; if you want them to apply, we record that in the order confirmation or agreement.
How is information security arranged?
Every account has its own password, which must be changed at first login. Access is separated per organisation: you only see your own rides and invoices. The portal and ride-record data are held on a server in the Netherlands. Data breaches are reported to the controller within 24 hours.
What happens if the owner is unavailable?
UrgentX Transport is a sole proprietorship. The owner holds a Dutch certificate of conduct (VOG) and is bound to confidentiality. The person who takes your request follows the ride through to delivery. If he cannot take a ride, he says so at the request, so you can arrange something else straight away. We do not make promises about cover that we cannot back up.
Documents
We send a data processing agreement (where one applies to your situation) and the text of the Dutch General Transport Conditions 2002 (AVC) on request. Other documents your procurement or quality department needs, such as a description of our method for conditioned transport or UN3373, we draw up in consultation. Ask via info@urgentxtransport.com.
Request a ride
You give the pickup and delivery address, the preferred pickup time and the temperature condition. We confirm by e-mail with ride number, expected times and rate before we drive.