Key features of an effective medical information service
By Innomar Strategies
Transcript of ‘Key features of an effective medical information service’
What key features should a medical information service provide?
There are many features that can distinguish a good medical information service. First and foremost, it is essential to recognize that the Medical Information Service acts as an extension of the market authorization holder.
When individuals—be they physicians, pharmacists, caregivers or patients—reach out, they are seeking clarification or guidance on how to properly use the product. They have taken the time out of their schedule to seek additional information, so that needs to be respected.
In Canada, the enquirer should be greeted and responded to in English or French by a qualified healthcare professional who can address the inquiries with compassion, accuracy and the appropriate level of detail.
Our advanced telephony system is specifically designed for medical information management, including bilingual call flow. Moreover, Medical Information specialists need to listen carefully to uncover the underlying questions behind the initial inquiry.
For example, when a physician asks, “Does product X cause shortness of breath?” it’s crucial to determine whether the patient has already received the drug or if the physician is seeking to identify potential contraindications.
While the intention is not to actively solicit reports of adverse events, the medical information team should be attentive and listening for them. If an adverse event is identified, it is imperative to report it promptly with the relevant information in accordance with our Pharmacovigilance Policy.
Furthermore, any inquiries must be responded to in a timely manner, with call records stored in a validated database for quality control, tracking purpose, and KPI reporting. This is essential to meet GVP, or Good Pharmacovigilance Practices, requirements for source document retention in cases involving adverse events.
Innomar’s Canadian-based Medical Information Service not only provides a deep understanding of the local healthcare system, but also allows a compassionate and professional approach to effectively address the needs of those who reach out.
