About

“The help and support provided by Ali, Jess, and Ben at VH Bio has been flawless. I always receive prompt and in-depth responses to all my queries, and nothing is ever too much trouble for this amazing team. A big thank you for all your technical support during my MSc research project, especially to Ali for his handy epitope resources. HLA Matchmaker has been a great tool to use when investigating the utility of HLA epitope matching and I hope to see it utilised more in the future, it certainly will be by myself as I build upon my MSc project. Big thanks again, this team is something to be celebrated.”

“I really appreciate the persistence, coordination, and support from you and the wider fab VH Bio and ThermoFisher teams. You have all been invaluable in getting me to this stage, and it genuinely makes a big difference for the study and I’m sure beyond this and ultimately for our patients. I’m so happy we continue to build on this amazing foundation for a lasting and strong collaboration in the future. My gratitude and heartfelt thanks to all of you and send my regards to the wider team as well.”

James Briggs, Sales & Marketing Manager – Molecular Biology,  VH Bio

‘Responsive service and support’ has become part of my values because I’ve spent most of my career working alongside researchers who are working to meet data deadlines, ensure reproducibility, and submit manuscripts; clinicians under pressure to deliver rapid diagnostics that directly impact patient care while staying compliant with audits and regulations; and lab managers managing tight budgets, daily operations, and contingency plans. If you’re not tuned in to that and not aware of what’s at stake, you can’t offer meaningful support. Real partnerships are built on understanding. Without it, there’s no real connection or value.

When working with customers, what I’ve found they mostly need is to feel like someone is listening and for someone who understands their work, respects their time, and helps. That’s what responsiveness means to me: being genuinely accountable both to and for the customer.

I’ve always tried to approach my role with curiosity and empathy. That means asking questions that go beyond “What do you need?” and into “What are you trying to solve?” It means forming proper partnerships rooted in shared goals. I want our customers to feel like we’re working with them as a genuine partner in their goals.

One thing I’m particularly proud of is how we’ve empowered our frontline team. Our field team are all highly-qualified scientists, with most of us having the added experience of working in industry. This means that our team can speak the customer’s language and understand the workflow behind the product. We advise, anticipate, answer questions, and look for ways to add value wherever possible.

“The customer service at VH Bio has been stellar. I’ve always had quick responses to emails and keeping us up to date on order information – which is incredibly useful all round.”

“To me ‘responsive service and support’ is the reason I joined V.H. Bio over seven years ago.  I often say as a company we aim to partner with our customers; we’re well established in the transplant diagnostic space in the UK, Ireland and Barbados – but we aim to provide more than just technical and sales support.  Many laboratories we know intimately: how they work, their quality processes, IT requirements, the demands they face.  We aim to provide the level of service and support we’d want to receive ourselves if we worked in these labs and we are aware the products we provide are used in patient testing – and we all passionately want to help the patients, which is why we ended up in healthcare in the first place.

The field of transplant diagnostics and the laboratories involved are also full of great people, many of whom we’ve gotten to know very well – where they last went on holiday, and after 20-years in the field I’ve seen colleagues have children and watch them grow up!

To an extent responsive service is about providing a rapid response time to our customer queries (we’re readily contactable by email and telephone) but also quality support our field-based team of three have all worked in transplant diagnostic labs for over 10 years each, obtaining relevant qualifications and maintaining registration as Biomedical and Clinical Scientists with the Health and Care Professions Council.  This means we have and maintain an excellent understanding of the field: the clinical context of product application, in addition to a detailed technical knowledge of the products and associated software.”

“I wanted to express my appreciation for your commitment to sustainability and reducing environmental impact. It’s great that you’ve implemented this program to reuse polystyrene boxes. Thank you for your time and for your efforts in promoting environmentally friendly practices in the industry.”

“Customer service was prompt and helpful; the team was in constant contact, providing useful advice. We really appreciate the effort, thank you!”

“The assistance we get is always of the highest standard, accurate and timely, and they really go over and above to support us for products we currently use and our future plans.”

“All of the staff at VH Bio are always very helpful, informative and understanding of the laboratory situation and environment. They do all they can on the technical and a logistical aspect to make the experience as smooth and workable as possible.”

“The team often go above and beyond what is required of them to ensure patient care continues.”

“I have always found VH Bio staff to be extremely helpful and friendly, thank you!”