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phactMI Benchmarking Survey on Content Development and Inquiry Management
Jacqueline Byun1, Jin Ah Jong2, Amina Gangat2
1Sanofi, 55 Corporate Drive, Bridgewater Township, NJ, 08807, USA. jackie.byun@sanofi.com.
Therapeutic Innovation & Regulatory Science
|November 9, 2020
Summary
Pharmaceutical Medical Information (MI) departments are optimizing inquiry response and content management. Benchmarking reveals opportunities to enhance customer value and patient care through innovative information delivery.
Area of Science:
- Pharmaceutical industry
- Medical communications
- Healthcare management
Background:
- Medical Information (MI) departments in pharmaceutical companies address inquiries from healthcare providers, payors, patients, and caregivers.
- Responses must be accurate, relevant, scientifically balanced, and timely.
- Past benchmarking surveys have identified trends and optimization areas for MI groups.
Purpose of the Study:
- To capture attributes of pharmaceutical industry medical information organizations.
- To assess current trends in inquiry management and content development.
- To identify areas for optimization in medical information services.
Main Methods:
- A survey of 307 questions was administered to 27 U.S. pharmaceutical member companies of phactMI™ (Pharma Collaboration for Transparent Medical Information).
- The survey was conducted between December 2017 and February 2018.
- Data captured attributes related to inquiry management and content development.
Main Results:
- Detailed results cover inquiry response processes, including contact center services, escalation, delivery channels, and key performance indicators.
- The study addresses evolving content formats, features (e.g., custom responses), and enhancements.
- Resourcing and structure of MI departments were also detailed for the 27 participating companies.
Conclusions:
- Findings offer insights into the current state of inquiry response and content management.
- Opportunities exist to increase the value of MI and meet evolving customer needs.
- phactMI and member companies are committed to innovative medical information delivery to enhance patient care.
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