Assessing Medical Information Needs via an Internet-Based Survey
- PDF / 12,244,174 Bytes
- 10 Pages / 612 x 792 pts (letter) Page_size
- 106 Downloads / 194 Views
so9
Assessing Medical Information Needs Via an Internet-Based Survey Genentcch’sMedid Communications Dcpmtment pmides vabal and written rcsposlses to udicited requestsfamcdicrJ infornntion nl a t i n g t O ~ p r o m c C t s I. k o s u r v G y s m conducted with the fonawing abjdivts: to as-
scss h d t h cmc pfe!ssid
Stocey M. Frng, PhormD Senior Manager, Medical Communications. Genentech. Inc, South San Francisco, California
Laura Herrimon Senior Product Manage6 Marketing, Genentech, Inc. South San Francisco, California Morraan Cowlay, PhormD Scientist. Commercial Regulatory Affairs, Genentech, Inc, South San Francisco, California
Kay Words Drug information service; Medical Communications Department; Internet survey; Customer satisfaction Correspondrnca Address Stacey M. Fung, I DNA Way,South Son Francisco, CA 94080 (email: smf@gene. corn). Portions ofthis data were presented at the Drug Information Association Annual Meeting, June 29, 2005.
infanaatiosral
n u d s during the ptqpproval period, to evaZuate customer satisfaction during a time of increased departmentalw d o a d , to erpim rdevance and us@ncss of infmdon provided, and to identi& difau~ct?s in informational
needsbetweencustomerscgmtnts. Gencntach’s Medical C m n h h , in cdlafnmztion with mmkcting identijieda profcssional lcscmdl grarp to uudnate the customer suwqs. llhe lntmet-based sweys werr devdoped and implrcmcnted by the jnvfmbnaf rcscarcJIgmup. me suwqs wae condlctcd forlm’igpmductor indicution appmvals. Ovaaa,themajaityofnspondentswacsati$ed with the serviceand inforneotion meived,
INTRODUCTION Surveys are designed to answer specific questions regarding the quality of information, satisfaction of customers, and the impact of the information provided. They provide external validation of quality and identify areas for improvement. Surveys can be used as a tool for evaluating the services of Medical Communications Departments (1-5). When Medical Communications Departments utilize surveys, they are typically distributed to requesters of medical information such as health care providers and sales representatives. Studies have been published describing experiences and findings of customer surveys (1-5). The authors of these studies identified areas for improvement of departmental deliverables based on their findings. One report noted that the Medical Communications Department’s standard response letters
.
and reported the infrnmation was relevant to dimad pnactice. Additionally, a majority indicated the infmnation would be discussed with d w and patients, and usid to self-educate. The Dzapf fresuent reasons for contacting the Medical cOnrmunicat,im Department fdlowing a new praluct approval were for safety information, use with other promtcts, administmtion questions, and patient monitoringquations. f i e mcwtjivqumt reasons for contacting Medid Ctmmtunicatiopls during a label ertension inchded quatiom on use in combination with OQhrrpuducts,safety infonnation, dosing, and identibng appnpiate candidatesfor the
newuse. Using an lntemet-bras
Data Loading...
