How Medical Information Outsourcing Works in Practice
During service set-up, Professional Information will develop a process that is tailored to the client's specific requirements, based around the following generic service model.
Enquiry handling
Enquiries received at the client's switchboard are automatically transferred to Professional Information on tagged lines. In this way, calls are routed optimally and the system indicates the client ID prior to call pick up. Written enquiries are forwarded to a dedicated client-specific mail box at Professional Information. This enables the enquiry to be routed directly to the team that has been trained to handle the client's enquiries, and ensures that the enquiries will be handled in line with client requirements. All enquiries are processed in accordance with agreed client-specific Working Practices which cover aspects such as adverse event and defective product reporting as well as the specifics of enquiry handling.
Enquiry responses
Depending on the client's service requirements, enquiries are handled with reference to the product labelling, existing standard responses (standard letters, Q&As and FAQs), client in-house data (monographs, data on file, etc), and standard sources (textbooks and online).
Logging and reporting
All enquiries are initially documented on paper and are then logged into the client's own database or into to a client-specific database in MS Access on the Professional Information system. Detailed enquiry reports and summary reports are generated from the logging database, tailored to the client's specific requirements.
