Medical Information Services

PharmExpert LLC provides Medical Information (MI) services to marketing authorization holders.

This activity refers to the collection, handling and dissemination of information on medications, and their safe and correct use.

Medical Information responds to unsolicited requests for marketed and investigational products authorized by local regulations.

Medical Information Sources:

• All Healthcare Professionals (HCP): Physicians, Pharmacists, Nurses, Other practitioners (e.g., nurse
  practitioners, physician assistant)
• Other Life Science Professionals: Research scientists (i.e., PhD’s), Non-HCP Formulary Decision
  Makers
• Other groups: Patients, caregivers, payers

It is a critical conduit with healthcare providers who interact with field sales or scientific professionals or who seek scientific information independently. In this customer-facing and customer-focused capacity, Medical Information is the “face” of the manufacturer to many external customers and serves to facilitate the safe and effective use of the marketed products.

This process has a significant role in supporting the information needs of Healthcare Professionals, patients, and caregivers through the provision of Medical Information in response to unsolicited questions about the manufacturer’s products. It strives to provide excellent customer service based on the customer’s expectations through a variety of channels.

Main principles for responding MI enquiries

Specialists of PharmExpert company guide the below principles when responding to MI enquires:

– Provide the appropriate response, document, and supporting evidence to the requester and addressing only the question being asked

– Be mindful on the type of requestor (HCP vs. Non-HCP) and information that can be

– Importance of accurate records of requests and responses, capturing requestor demographics, management of source documents, reporting of safety information and product quality complaint information, adhering to applicable privacy regulations, documenting the interaction in the company database

– Training/SOPs/procedures to ensure service level agreements meet the company’s and industry standards

– Review and approval process

– Maintenance of Scientific Response Documents

– Process optimization and continuous improvement.