Industry-Based Medical Information in Europe: Practices and Customer Expectations

Abstract

Pharmaceutical companies' medical information services are well established in Europe. They are responsible for providing information about a company's medicines to health care professionals and to the Company's marketing, sales, and other sta8 Although terminology, roles, and responsibilities differ from country to country (and from company to company), there are many similarities.The aim of this article is to give a brief overview of medical information services in Europe. Although both of us are based in the United Kingdom, we have extensive contact with our colleagues in mainland Europe. Our comments are based on our own experience and on what we have learned from our colleagues.

Surveying Medical Information Across Europe: The Present and the Future

“…Choose all options that apply. Answering enquiries from health care professionals (direct or via sales reps) Answering enquiries from patients or their caregivers Answering enquiries from internal company personnel Answering enquiries from company national MI departments (regional or global groups) Producing intelligence reports on enquiry trends or issues Producing literature alerts for company personnel Producing literature alerts for health care professionals Training company staff on products or diseases Training staff on medical information or medical affairs practices, procedures, or clinical databases (from other countries only) Creating and maintaining standard responses or FAQs for customers Translating company materials (eg, standard responses or promotional material) into your local language Reviewing literature for adverse events Initial reporting of spontaneous adverse events Developing or writing information for company websites Producing proactive material to support formularies, treatment guidelines, or reimbursement proposals Supporting product alerts or recalls Guidance or advice on SPC and PIL labeling to regulatory Working in brand teams Reviewing promotional material Authorizing promotional material Developing promotional claims Supporting key opinion leaders Maintaining a literature database Managing business projects involving medical information Quality and process management Other roles or responsibilities (please specify) ENQUIRY STATISTICS 12. On average, how many medical information enquiries does your department deal with every month?…”

Reducing Call Volume at Medical Information Centers by Switching to a Web-Based Self-Service Facility—What to Consider? Providing Customers With Digital Medical Information on the Internet

“…7 This was also the case in Europe at that time, where companies were slow to fully embrace the opportunities for provision of information via the World Wide Web because of concerns about infringing upon legal restrictions regarding advertising to the public. 3 However, it was foreseen that the Internet would play a pivotal role in the future of drug information. 3,7 Conversely, in the US, many drug companies were already providing package inserts and other prescription drug information over the Internet.…”

“…3 However, it was foreseen that the Internet would play a pivotal role in the future of drug information. 3,7 Conversely, in the US, many drug companies were already providing package inserts and other prescription drug information over the Internet. Some websites required registration to access selected areas in an effort to limit certain materials to HCP audiences only.…”

“…To provide customers with digital medical information 24 hours a day 7 days a week (24/7) and to meet increasing customer demand, Sanofi began providing medical information on the Internet in 2012. This was based on prior reports outlining the utility of this access channel, 1 -3 which has recently been reinforced through a series of articles on medical communication. 4,5 Furthermore, recent changes to the European legal framework have promoted improvements in barrier-free access to medical and usage information for health care professionals (HCPs) and patients, for which the Internet is highly effective.…”

Pharmaceutical information: A 30‐year perspective on the literature

“…Pharmaceutical industry medical information departments have a two‐fold role (Hopkins, Galligher, & Levine, 1999; Huntingford, O'Callaghan, Taylor, Turnbull, & Wells, 1990; Leighton & Davies, 2009; Pay, 1991; Roach, 1982; Robson, Blake, Chandler, Dellamy, Davies, Fleming, et al, 1996; Robson & Riggens, 2001; Robson & Robson, 2000; Royland, 1982; Yamamoto, Onaka, Hirai, Kuroko, Negi, Yamada, et al, 1995). Internally, they provide information services to a variety of customers within their organization, most particularly to the sales and marketing functions, but also to the medical and regulatory affairs departments.…”