phactMI Benchmarking Survey on Content Development and Inquiry Management
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ORIGINAL RESEARCH
phactMI Benchmarking Survey on Content Development and Inquiry Management Jacqueline Byun, PharmD1 · Jin Ah Jong, PharmD2 · Amina Gangat, PharmD2 · Teresa Flowers, RPh, MS, MBA3 · Andrew Gazo, MS, PharmD1 · Ina Shah, PharmD2 Received: 7 February 2020 / Accepted: 19 February 2020 © The Drug Information Association, Inc 2020
Abstract Background Medical information (MI) departments across pharmaceutical companies respond to medical inquiries about a company’s products to healthcare providers, payors, patients, and caregivers. Responses provided are constructed to be relevant, accurate, scientifically balanced and delivered in a timely manner. Benchmarking surveys of MI groups have been conducted in the past to assess current trends and identify areas of optimization that ultimately benefit the customers. Methods From December 2017 to February 2018, 27 U.S. pharmaceutical member companies of phactMI™, Pharma Collaboration for Transparent Medical Information, were provided a survey of 307 questions divided among nine topics to capture attributes of pharmaceutical industry medical information organizations, including inquiry management and content development. Results At the time of the survey, a total of 27 phactMI member companies existed and completed the survey. Detailed results are provided on the inquiry response process, including contact center services, escalation processes, use of unique delivery channels, and reported key performance indicators. The evolving nature of content formats and features, including page length, custom responses, and enhancements are addressed. Finally, resourcing and structure of these two areas are also detailed from the 27 member companies. Conclusion The findings from this comprehensive benchmarking survey provide insights into the current state of inquiry response processes and content management. There continue to be opportunities to demonstrate and increase the value of MI to ensure that companies are meeting the expectations of the ever-changing needs of our customers. phactMI and the member companies continue to seek innovative ways of providing medical information in their commitment to enhancing patient care. Keywords phactMI · Medical information · Benchmark study · Inquiry · Content · Scientific response documents
Introduction
Conference Presentation I. Shah—phactMI Benchmarking Survey: How are Member Companies Managing Medical Content Through Response Documents? DIA Medical and Scientific Communications 2019 Annual Forum, Orlando, FL, March 17–20, 2019. * Jacqueline Byun [email protected] 1
Sanofi, 55 Corporate Drive, Bridgewater Township, NJ 08807, USA
2
Allergan, Madison, NJ, USA
3
Astellas, Northbrook, IL, USA
This paper discusses the current landscape of Medical Information (MI) departments and best practices for inquiry management and medical content provided by manufacturers’ MI departments. The data presented also provide insights into present trends in both inquiry management and content development which may guide
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