Customer Support

Clinicians smiling next to a medical device

Support from the moment you become a customer

Focused on solutions for you with the patient’s needs in mind. We provide technical and clinical support from the moment you become a customer.

What does this mean for you?

A direct and personalised line of communication with a Dedicated Customer Service Specialist ensures a prompt response to customer needs

A dedicated team of multi-lingual Customer Service Representatives

Supporting you throughout the journey

With our dedicated ONE team and range of training solutions the frontline user will feel confident delivering ECP Immunomodulation to patients. Our support to you includes:

On-site initial training for nurses, ECP specialists, physicians and other HCPs

Periodic on-site training to maintain confidence in delivering immunomodulation

Constant on-site procedural support, including bespoke training for treating special patient populations

Multilingual hotline offering rapid support and troubleshooting services from the same experts who visit you on-site

We listen to customer feedback to ensure that our fully integrated ECP systems are evolving to meet customer needs

Access for operators of all experience levels to a range of product, training, and educational materials

Maintenance & Technical Support as and when you need it

Our dedicated team of service engineers and support staff have unique experience on the THERAKOS System and can help you get the most out of your system. As well as system installation, maintenance and upgrade support, the team will perform scheduled and preventative maintenance, as well as on-site repair when needed.*

*Usually within 24 hours for critical repairs Mon–Fri, and as agreed for non-critical repairs.

ECP, extracorporeal photopheresis; GMT, Greenwich Mean Time.

Support technicians looking at a computer

Our multi-lingual Customer Service Team are available as follows:

Customer Service Team from 9am to 6pm, Monday to Friday (GMT+1)
Technical and Clinical Service Team from 8am to 5pm, Monday to Friday (GMT+1)

Technical and Clinical Support

For enquiries relating to instrument support, training, maintenance, and installation, please contact the hotline at:

International toll-free: 00800 84372567 (Accessible from most countries in Europe and The Middle East)

Support in English:

+44 154 860 0009

0808 238 6011 (Toll-Free within the UK)
+44 208 338 0479
ecphelp@therakos.com

(For enquiries only)

Unterstützung auf Deutsch:

+49 32 221 093 619

0800 181 1715 (Gebührenfreie Telefonnummer von Deutschland aus)
+49 61 097 009 318
ecphelp@therakos.com

(Nur für Informationsanfragen)

Support en français:

+33 18 288 0867
ecphelp@therakos.com

(Pour demande seulement)

Supporto in italiano:

+39 05 1042 0666

800 149 844 (Numero verde gratuito dall’Italia)
ecphelp@therakos.com

(Solo per richiesta di informazioni)

Asistencia en español:

+34 932 20 2094

800 600 798
ecphelp@therakos.com

(Solo para consultas)

Product Orders, Deliveries & Invoicing

For enquiries relating to product orders, deliveries or invoicing please contact us at:

For billing enquiries please contact CritCareTKS-accountsreceivableEU@mnk.com

Support in English:

+44 1784 614060

0800 069 8136 (Toll-Free within the UK)
+44 208 338 0479
Email Us

Unterstützung auf Deutsch:

+49 69 96 75 91 38

0800 723 9486 (Gebührenfreie Telefonnummer von Deutschland aus)
+49 69 5060 6793 /
+49 69 5060 6794
Email Us

Support en français:

+33 18 626 0833

080 508 2214
(Appel gratuit depuis la France)
+33 18 020 6913
Email Us

Supporto in italiano:

+39 06 9480 0373

800 684 170 (Numero verde gratuito dall’Italia)
+39 06 9318 8019
Email Us

Asistencia en español:

Report an Adverse Event

To report an adverse event please contact us at:

International freephone: 00800 84372567 (Available from most countries in Europe and Middle East and Africa)

Or contact us at ecphelp@therakos.com

Supporto in italiano:

+39 05 1042 0666

All’interno dell’Italia:

800 149 844

Asistencia en español:

+34 932 20 2094

Dentro de España:

800 600 798

Medical Information Request

For medical enquiries relating to Mallinckrodt products please contact us at medinfo@mnk.com

General Enquires

You can get in touch with us by using the form or calling us at:

+44 1784 614060

This request form is provided for your convenience to submit an enquiry directly to Therakos. This form is not intended to be used to report a product complaint, adverse event or to request immediate assistance with a patient treatment. No patient identifiable information should ever be included in this form.

Name

*Email

Phone:

Country:

*Message:

If you would like to learn more about how we collect and manage your data please refer to our privacy policy

IMPORTANT SAFETY INFORMATION FOR THE THERAKOS™ PHOTOPHERESIS PROCEDURE

Indications

The THERAKOS™ CELLEX™ Photopheresis System is indicated for patients older than 18 years of age for the administration of photopheresis in the following:

Cutaneous T Cell Lymphoma (CTCL)
Solid Organ Transplant Rejection (SOT) (heart, lung)

The THERAKOS™ CELLEX™ Photopheresis System is indicated in patients older than 3 years of age for the management of:

Acute and Chronic Graft versus Host Disease (aGvHD, cGvHD)

Contraindications

THERAKOS^TM Photopheresis is contraindicated in:

Patients possessing a specific history of a light sensitive disease
Patients who cannot tolerate extracorporeal volume loss or who have white blood cell counts greater than 25,000 / mm³
Patients who have coagulation disorders or who have previously had a splenectomy

Warnings and Precautions

THERAKOS^TMPhotopheresis treatments should always be performed in locations where standard medical emergency equipment is available. Volume replacement fluids and/or volume expanders should be readily available throughout the procedure.

Do not expose the device to a magnetic resonance (MR) environment. The device may present a risk of projectile injury, and thermal injury and burns may occur. The device may generate artifacts in the MR image, or may not function properly.
Thromboembolic events, including pulmonary embolism and deep vein thrombosis, have been reported in the treatment of Graft versus Host Disease (GvHD). Special attention to adequate anticoagulation is advised when treating patients with GvHD.
When prescribing and administering THERAKOS Photopheresis for patients receiving concomitant therapy, exercise caution when changing treatment schedules to avoid increased disease activity that may be caused by abrupt withdrawal of previous therapy.

Adverse Events

Hypotension may occur during any treatment involving extracorporeal circulation. Closely monitor the patient during the entire treatment for hypotension.
Transient pyretic reactions, 37.7–38.9°C (100–102°F), have been observed in some patients within six to eight hours of reinfusion of the photoactivated leukocyte-enriched blood. A temporary increase in erythroderma may accompany the pyretic reaction.
Treatment frequency exceeding labelling recommendations may result in anaemia.
Venous access carries a small risk of infection and pain.

IMPORTANT SAFETY INFORMATION FOR METHOXSALEN USED IN CONJUNCTION WITH THERAKOS^TM PHOTOPHERESIS

Consult the 8-methoxypsoralen (Methoxsalen (20 micrograms / mL)) professional leaflet or the oral 8-methoxypsoralen formulation package insert before prescribing or dispensing any medication.

Warnings and Precautions

Patients exhibiting multiple basal cell carcinomas or having a history of basal cell carcinoma should be diligently observed and treated.
Methoxsalen may cause fetal harm when given to a pregnant woman. Women undergoing photopheresis should be advised to avoid becoming pregnant.
Special care should be exercised in treating patients who are receiving concomitant therapy (either topically or systemically) with known photosensitizing agents.
Oral administration of methoxsalen followed by cutaneous UVA exposure (PUVA therapy) is carcinogenic.
Patients should be told emphatically to wear UVA absorbing, wrap-around sunglasses for twenty-four (24) hours after methoxsalen treatment. They should wear these glasses any time they are exposed to direct or indirect sunlight, whether they are outdoors or exposed through a window.

Refer to the package insert for methoxsalen sterile solution (20 micrograms / mL) or the oral 8-methoxypsoralen dosage formulation for a list of all warnings and precautions.

Customer Support

Support from the moment you become a customer

What does this mean for you?

Supporting you throughout the journey

Maintenance & Technical Support as and when you need it

Our multi-lingual Customer Service Team are available as follows:

Technical and Clinical Support

Support in English:

Unterstützung auf Deutsch:

Support en français:

Supporto in italiano:

Asistencia en español:

Product Orders, Deliveries & Invoicing

Support in English:

Unterstützung auf Deutsch:

Support en français:

Supporto in italiano:

Asistencia en español:

Report an Adverse Event

Support in English:

Unterstützung auf Deutsch:

Support en français:

Supporto in italiano:

Asistencia en español:

Medical Information Request

General Enquires

Discover more

THERAKOS™ CELLEX™ Photopheresis System

THERAKOS ECP Immunomodulation™

Therakos Institute

Company

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IMPORTANT SAFETY INFORMATION FOR THE THERAKOS™ PHOTOPHERESIS PROCEDURE

IMPORTANT SAFETY INFORMATION FOR METHOXSALEN USED IN CONJUNCTION WITH THERAKOSTM PHOTOPHERESIS

IMPORTANT SAFETY INFORMATION FOR METHOXSALEN USED IN CONJUNCTION WITH THERAKOS^TM PHOTOPHERESIS