Frequently Asked Questions

Who is eligible to receive apparel?

Employees in most patient-facing roles across the system are eligible to receive Northwestern Medicine-branded apparel. The guiding principle of the program is to help patients identify their caregivers by their apparel. Sterile cost centers, administrative roles that are not patient-facing (back of house) and contracted staff are not eligible.

How does NM determine my apparel allowance?

An employee’s apparel allowance is based on their job code and status as full time, part time or casual/flex. Nonclinical apparel is slightly more expensive, so that difference is accounted for in the allowance for nonclinical staff. You may use your allowance to order any combination of pieces. Allowance values are reviewed periodically and may change over time.

I am new to my role. What is my apparel allowance?

New employees, rehires or employees who transfer to a role with a different apparel assignment will receive the following once they are hired and have a personnel file in PeopleSoft:

The amounts above are the most an employee can receive for one clothing assignment in a six-month period, based on their job Full-Time Equivalency (FTE) status.

I am a current employee wearing NM apparel. How frequently will I receive an allowance?

An annual allowance is provided to eligible staff every fall. Allowance values are based on an employee’s combined job FTE status in PeopleSoft within each apparel assignment. Employees hired before March 1 are eligible for an annual replenishment allowance that fall. Specific timelines are communicated on NM Interactive. The current annual allowance is:

The allowance may be reduced if the employee already received an allowance for the same clothing assignment in the last six months.

What happens to my allowance if I don’t use all of it?

The program follows a “use-it-or-lose-it” policy. Apparel allowances must be used within 60 days. Any balance remaining in your account will expire after 60 days and cannot be reinstated.

Is there anywhere to try on apparel before purchasing?

No. However, the webstore has detailed fit guides and videos to help you select the appropriate size. NM provides employees the opportunity to exchange their items within 30 days of purchase if they are unsatisfied with the fit. The first exchange an employee requests is free. Employees are responsible for shipping costs after their first free exchange.

Can I let a colleague or friend order apparel under my account, and/or can I let them use an allowance balance I do not need?

No. You may not order apparel for anyone other than yourself, regardless of whether a personal credit card is used. Any misuse of account access of this nature conflicts with the NM core value of integrity, and you may be subject to corrective action.

How do new hires, rehires or employees who have transferred into a new role order their apparel?

New hires, rehires and transferred employees will receive an email with instructions when they become eligible to order their apparel. A new hire and rehire will receive communication to their personal email address, and a transfer will receive communication to their NM email address.

I have two jobs that require apparel. What should I do?

If both of your positions require the same color and type of apparel, you will receive up to the full allowance for that job family and corresponding FTE amount. For example, a nurse who works 20 hours (part time) at one hospital and 20 hours (part time) at another hospital will receive up to $220 because their total working hours moves them to full-time status within the nursing apparel assignment. If you have two positions in two different color/type categories (such as a part-time phlebotomist and casual laboratory technician), you will receive allowances in each color/type based on your FTE status.

Where will my order be shipped?

Your order will be shipped to the address you provide at checkout. Please provide a home address that is safe and reliable. You may not change the shipping address after your order is placed. Shipping to P.O. boxes or NM facilities is not allowed. Addresses are not audited: Be sure to check your address after you add it to your order, as it will print on the shipping label exactly as you enter it.

I am a recent new hire, and my apparel will not be delivered in time for my first day of work. What should I do?

Orders placed through the webstore typically arrive in seven to 10 business days. Additional fulfillment time may be needed during the fall replenishment period. If you need attire to begin work before your apparel is delivered, you are allowed to wear personal items in the interim that align with the NM Dress Code-Policy NMHC HR 04.0033. Please speak to your manager regarding your department’s specific uniform requirements.

My PeopleSoft record indicates I am at casual/flex status, but I work 36 or more hours per week. Will I receive a full-time allowance?

NM allowances are generated based on a direct data feed from your personnel file in PeopleSoft and considers total working hours for each job code family. Employees will receive a full-time allowance if their total working hours for each job code family exceeds 36 hours. However, your manager should contact their Human Resources business partner to determine if your employee status needs to be updated.

Can I wear apparel that is not ordered from the NM Apparel webstore while I am working?

No, employees must wear the provided uniforms from the online store. Some nonclinical positions allow personal pants or skirts (see “nonclinical apparel” section below). Achieving the guiding principle of the program — helping patients identify their caregivers by their apparel — depends on staff following the guidelines of the program.

What if the sizes available on the website don’t work for me?

Contact the Mission Linen Supply customer support team at nmapparel@missionlinen.com, at 833.525.3784 or via a widget on the webstore for assistance. Some styles may need to be custom made and may require additional production and fulfillment time.

I have already used my allowance from NM. Can I purchase more apparel?

Yes, employees can order additional pieces at any time using a personal credit card. The program does not issue refunds or reimbursements for orders. Please review your order and your order balance before submitting credit card information.

Can a department cost center be used to purchase more apparel?

No. To maintain equity across the system, individual cost centers may not be used for additional apparel.

How should I care for my new apparel?

For best results, follow the care instructions listed on the tag inside your garment. Generally, it is recommended that you wash your uniforms in cold water with non-bleach detergent. The cold water will help the colors stay vibrant longer. Apparel should be clean and neat in accordance with the NM Dress Code-Policy NMHC HR 04.0033.

Who can I contact if I need medical/religious/cultural accommodation for the NM Apparel Program?

Fill out the Accommodation Request Form to initiate the process. Go to MyNM Service Center and type “accommodation request form” in the search field, or reach out to your manager or HR business partner for guidance. You will be supported with more instructions along the way.

What should I do if I have quality issues with my apparel?

If you have quality concerns, contact the Mission Linen Supply customer support team at nmapparel@missionlinen.com, at 833.525.3784 or via a widget on the webstore. Mission Linen Supply will request that you send a photo of the damaged apparel for further inspection.

What should I do if my apparel was recently lost/stolen?

NM is not responsible for replacing lost or stolen apparel. If your order has not been delivered, contact the Mission Linen Supply customer support team at nmapparel@missionlinen.com, at 833.525.3784 or via a widget on the webstore.

How soon will I hear back after I leave a voicemail or send an email to Mission Linen Supply?

Customer service will respond to your inquiry within one to two business days.

Where do I purchase my apparel?

Because the NM Apparel Program is designed uniquely for NM with various styles and fits, traditional retail stores are not authorized to sell NM apparel or use the NM logo. All options, including layering choices, are found and purchased through the custom NM Apparel webstore.

Can I change my password or email address?

To change your password, click “forgot your password?” on the apparel webstore login page. A verification code will be sent to your email on file with the vendor. If you need further assistance, contact the Mission Linen Supply customer support team at nmapparel@missionlinen.com, at 833.525.3784 or via a widget on the webstore. You cannot change your email address in the webstore.

What information is required to access the webstore?

New hires, rehires and current employees will receive a welcome email from Mission Linen Supply within 24 to 48 hours after they are added through PeopleSoft. This email will prompt you to activate your apparel profile (if this has never been done) and set up your password.

If you are having trouble logging in, please call customer support at 833.525.3784.

Can I return my apparel?

While returns are not accepted, employees are able to exchange most garments if the garment has not been worn, stained, washed or damaged, and is in the original garment bag with identification information intact. Certain products, such as the discontinued Modern Scrub Collection, the Tek Jacket, the Twinset Cardigan & Shell, and lab coats are final sale. Please be sure to read product descriptions carefully.

Who pays for return shipping costs?

As a courtesy, NM provides employees with the opportunity to exchange their items if unsatisfied with the fit within 30 days of purchase. The first exchange an employee requests is free. After the first exchange, employees are responsible for shipping costs.

How do I exchange my apparel if I purchased the wrong size?

Apparel exchanges on most non-personalized items are accepted as long as the garment:

• Has not been worn, stained, washed or damaged
• Is in the original garment bag with original tags still intact
• Is returned within 30 days of the date of delivery

Exchanges may be made up to 30 days after the date of delivery for the following reasons:

• Need different size or style
• Garment is damaged (please identify damaged area)
• Incorrect item shipped

If you meet the qualifications above, contact the Mission Linen Supply customer support team at nmapparel@missionlinen.com, at 833.525.3784 or via a widget on the webstore.

Can I return or exchange my lab coat?

No. Due to the custom embroidery on lab coats, these items are final sale. You are responsible for thoroughly reviewing your order to correct possible misspellings or data errors before submitting.

What is the scrub color assigned for my clinical role?

Clinical positions that require scrub apparel receive colors based on the following chart:

Are there requirements for layering shirts under clinical apparel?

Yes. The gray shirts available on the webstore are the only layering pieces allowed under clinical apparel. If layering shirts are worn under a clinical apparel jacket without a scrub top, the jacket must always be on and partially zipped/snapped to maintain the guiding principle of the NM Apparel Program.

Do you have warmer jackets available?

Your layering options include a gray short- or long-sleeved shirt as well as a zip- or snap-front warm-up jacket in your assigned scrub color. A black zip-up jacket is also available. The black zip-up jacket is the only non-scrub jacket permitted and has been approved by Infection Prevention for use by clinical staff except in sterile and procedural areas. Since the black zip-up jacket is a layering piece, employees must wear their colored scrub top underneath or fully zip the jacket over approved layering shirts.

Can I exchange or return the black zip-up jacket (Tek Jacket 3440/Tek Jacket 6440)?

No. All orders are final for the black zip-up jacket.

I am a physical therapist, occupational therapist or speech-language pathologist working in an outpatient setting. What apparel do I wear?

Therapy roles in post-acute, outpatient settings receive navy athletic apparel.

Who is eligible for a lab coat?

Job codes that meet the following criteria will receive the corresponding lab coat assignment. If the answer is “no” to any of the questions below, no lab coat will be assigned or permitted.

How do I care for my new lab coat?

Machine wash with warm water and like colors. Use non-chlorine bleach when needed. After washing, tumble dry on medium heat. Iron on low heat.

What are the embroidery guidelines for lab coats?

There is a 17-character limit for your name. Lab coats must include an employee’s first and last name in any of the following formats:

• Full first name with full last name (ex: Jane Doe)
• Staff: full first name with last initial (ex: Jane D.)
• Manager/APP: first name initial with full last name (ex: J. Doe)
• The use of a middle name or middle initial is optional (ex: Jane K. Doe)

The use of a period to abbreviate a name is preferred but not required due to character limitations.

Text entered in the embroidery name field should not include prefixes or credentials and must have proper capitalization.

I have multiple credentials. How can I add more than one?

Only one primary credential may be embroidered on lab coats following the individual’s name, if applicable. It should best reflect the individual’s highest education and current clinical function.

Why isn’t my education credential an option in the drop-down menu?

Leadership approved the list of primary education credentials appropriate for lab coats that accompany specific clinical roles. The degrees included in the drop-down menu are the only approved credentials for lab coats. If your degree is not listed, please choose “Select Credential-Optional” in the drop-down menu, which will omit a credential from the embroidery. Education credentials are not a required component of the lab coat and can remain blank.

I transferred into a new role, and my lab coat color assignment and title are no longer accurate. Will I receive a new lab coat allowance?

Yes, if your lab coat color assignment or title has changed due to an organizational adjustment or job transfer, a new allowance will be available in the webstore once the update is processed in PeopleSoft.

I recently had a name change. Will I receive a new lab coat allowance?

No. You may wait until the next annual allowance to purchase a new lab coat or use your personal credit card to order a new coat to reflect your name change.

Can I order lab coats through other vendors?

No. The NM Apparel webstore is the only approved vendor of lab coats for staff. Departments should not order lab coats through any other source, including previous vendors.

Who is eligible for a physician lab coat?

All physicians who are employed by Northwestern Medical Group, Regional Medical Group and Florida Medical Group, as well as private practice physicians on the medical staff of an NM hospital who are aligned with NM via the NM Physician Network (NMPN), are eligible for the NM physician lab coat.

What is my physician lab coat allowance?

As part of the onboarding process through hire or alignment with NMPN, physicians will be provided an allowance for two coats paid for by NM. The allowance will expire 60 days after the start date on file. Annual replenishment allowances for one new coat will be provided each fall.

What information is required to access the webstore?

Physicians must use their National Provider Identification (NPI) number to create an account, set their password and log in. If you are having trouble logging in, please contact Mission Linen Supply at nmapparel@missionlinen.com, at 833.525.3784 or via a widget on the webstore.

Is there anywhere to try on my lab coat before purchasing?

No. However, the webstore has detailed fit guides for each product to help you select the appropriate size.

Can I return or exchange my lab coat?

No. Due to the custom embroidery on lab coats, all orders are final sale. You are responsible for thoroughly reviewing your order to correct possible misspellings or data errors before submitting.

How can I add credentials or change the specialty that will be embroidered?

Lab coats will include your primary board-certified specialty (or secondary specialty, if selected from the drop-down menu in your profile) and primary credential from the central NM database, Morrissey. Some specialties are subject to embroidery translation due to character limitations and patient-facing considerations. Administrative titles and additional degrees, such as MPH, will not be included. With these guidelines in mind, please contact your recruitment representative or local Medical Staff Office with any questions.

How can I edit my name as it appears on my lab coat?

You should enter your name as you would like it to appear on the lab coat as long as it stays within the maximum character limit stated on the product page. It is your responsibility to enter correct spelling and capitalization.

Where will my order be shipped?

Your order will be shipped to the address you provide at checkout. Please provide a home address that is safe and reliable. You may not change the shipping address after your order is placed. Orders cannot be shipped to P.O. boxes or to NM facilities. Addresses are not audited: Be sure to check your address after you add it to your order, as it will print on the shipping label exactly as you enter it.

Can I order lab coats through other vendors?

No. The NM Apparel webstore is the only approved vendor of lab coats for staff and physicians. Departments should not order lab coats through any other source, including previous vendors.

What should I do if I have quality issues with my apparel?

If you have quality concerns, contact the Mission Linen Supply customer service team at nmapparel@missionlinen.com, at 833.525.3784 or via a widget on the webstore. Mission Linen Supply will request that you send a photo of the damaged apparel for further inspection.

What positions are considered nonclinical, patient-facing and eligible for the NM Apparel Program?

Nonclinical positions that are primarily “front of house” are eligible. This includes patient service representatives, registration/front desk staff, unit secretaries, health unit coordinators, patient access specialists, Supply Chain staff and support services staff.

Will administrative roles like practice manager or practice operations supervisor be eligible for the new apparel?

No. Nonclinical supervisory, non-patient-facing roles across the system are not eligible for the NM Apparel Program. Individuals in these roles should wear business professional attire and their employee identification badge in keeping with the NM dress code policy.

What is the nonclinical apparel?

Given the diverse job duties within the nonclinical environment, garments have been pre-loaded into your profile according to your job code.

• The Patient Service Collection includes branded button-down shirts, blouses, polos and sweaters. Eligible employees must wear the tops provided in the program. Staff must wear black pants or skirts that meet the NM dress code policy, HR 04.0033. Jeans, leggings and shorts are not permitted.
• The Supply Chain Collection includes gray NM polo shirts, navy flat-front utility pants and cargo pants. You may only wear polo shirts and pants provided through the NM Apparel webstore.
• The Environmental Services Collection includes gray, branded tops, polos, layering garments and black scrub pants.
• The NMH Conference Center Collection includes gray, branded polo shirts, navy flat-front utility and cargo pants.
• The Patient Transportation Collection includes black, branded tops, polos, layering garments and black scrub pants.
• The Kitchen Support Collection includes royal blue, branded button-down shirts, polos, a layering jacket and black utility pants.
• The Cook’s Collection includes branded chef coats, tops, chef pants and caps.

Are there requirements for shirts underneath NM nonclinical layering garments?

Only the tops offered through the webstore are allowed to be worn under the layering garments. Undershirts (such as tank tops) may not be worn alone with layering garments.

What headwear is available for kitchen staff?

Each site will manage the appropriate headwear guidelines for their kitchen staff. This includes hairnets, skull caps and headwear included in the NM Apparel Program. If it is determined that staff can wear baseball hats as hair covering in required areas, local leadership will get those hats from the NM marketplace (charged to their local cost center) and distribute as appropriate. Baseball hats should not be worn in public settings, such as cashier stations or when delivering trays to patient rooms.