Medical Information

Delivered via customized, flexible staffing models and leading-edge technology.

Global implementation, local expertise

Operating globally and in more than 20 languages, our Medical Information capabilities are built on an unmatched commitment to quality and over 20 years’ experience.

Through 17 state-of-the-art contact centers and 450 staff, our teams deliver vital information for patients and healthcare professionals.

Our services cover all major therapeutic areas, including specialty, rare disease and medical devices.

We’re proud to be trusted by the world’s major pharmaceutical companies and have built a reputation for excellence that has made us one of the globe’s leading providers of Medical Information services.

Medical Information services

Our dedicated, shared and hybrid staffing models combine with omnichannel technology to deliver high-quality and compliant services.

Medical and technical information request handling

Our Medical Information services include initial intake, documentation, and responses to general, business, medical, scientific, and technical inquiries from all customer types. Intake and responses can be provided via multiple communication channels including but not limited to: phone, chat, video conference, email, fax or hard mail.

Adverse event intake and reporting

Our contact center teams receive potential adverse events through a variety of channels and handle in accordance with manufacturer-specified guidelines. This includes the identification, intake, data collection, documentation and timely reporting of events to manufacturers’ pharmacovigilance partners to ensure adherence to compliance requirements and guidelines.

Product quality complaint intake and reporting

Product Quality Complaint services include the identification, intake, data collection, documentation and timely reporting of potential complaints from all customer types to manufacturers’ safety and/or quality partners. Support may also involve facilitation of product replacement, reimbursement or refund requests and/or outreach to follow up on requests for additional information as part of complaint investigations.

Follow-up and after-hours services

We provide 24/7/365 full contact center services through a variety of after-hours options, including live call handling, on-call services, and voicemail.

Conference support

Our trained medical specialist experts can provide medical conference support through face-to-face (onsite) or virtual attendance at conferences. This includes representation at conference booths to manage intake and responses to medical inquiries, as well as identify and report potential reportable events or quality complaints.

REMS and patient registration support

We support REMS programs through the intake, documentation, and response to inquiries from all customer types related to elements of a REMS program. This support may include screening for REMS adherence through patient and pharmacy counseling and training, as well as registration into these programs and outreach to ensure compliance.

Compassionate use support

We support Compassionate Use Programs by responding to inquiries from all customer types, pre-screening of eligibility criteria, and assisting with eligibility determination for product acquisition.

Crisis management

We provide flexible solution design and implementation of disaster recovery contact center services to customers for anticipated or unexpected high volume situations such as product recalls, drug shortages, safety events, or any other market events.

Clinical trial support

We support the pre-screening of participants interested in clinical trials through various channels. Services may include inquiry intake, documentation and determination of eligibility along with the registration of patients at clinical trial sites.

Medical writing and content creation

Our team of experienced medical writers provide content development for both standard and custom responses as well as creation of frequently asked question (FAQ) documents.

Omnichannel communications

With our secure, customer-centric technology, we create a cohesive, personal experience that reaches across the right channels for every individual.

We implement core channels across all programs, with the ability to integrate a breadth of additional interaction points as required. Additional channels include chatbot, SMS, video conferencing, and more.

Omnichannel communications

With our secure, customer-centric technology, we create a cohesive, personal experience that reaches across the right channels for every individual.

We implement core channels across all programs, with the ability to integrate a breadth of additional interaction points as required. Additional channels include chatbot, SMS, video conferencing, and more.

Best-in-class technologies

Technologies play a key role in creating an ideal experience for patients, healthcare professionals, and our clients.

That’s why we invest in advanced voice analytics and other industry-leading technologies from the likes of Five9, Verint and WebIRMS, ensuring quality, security, and simplified reporting.

Robust training and rigorous quality standards

All our teams are trained and certified to the highest standards, with a firm focus on continuous improvement.

To maintain rigorous quality levels, we carry out at least 48 checks per agent per year, compared to the industry average of just eight.

Robust training and rigorous quality standards

All our teams are trained and certified to the highest standards, with a firm focus on continuous improvement.

To maintain rigorous quality levels, we carry out at least 48 checks per agent per year, compared to the industry average of just eight.

Ashfield Engage has played an important role in enabling our company to provide quality medical information. In times of high demand – for example following a product alert of stock shortage – the team is available to absorb this while continuing to provide a quality service.

Medical Information Manager – global pharmaceutical company

Connect with an expert

To find out more about our Medical Affairs services and how we can support your business to achieve its goals, get in touch with our expert team.

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