phactMI Benchmarking Survey on Content Development and Inquiry Management.

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.

phactMI™ Benchmarking Survey: Analysis of 27 Medical Information Departments Responses to Inquiries from Health Care Decision Makers.

BACKGROUND: The nature in which health care insurance companies have interacted with drug manufacturers has evolved over the last 50 years, demanding shifts in how the pharmaceutical industry responds. The purpose of this article is to highlight how medical groups within Pharma Collaboration for Transparent Medical Information (phactMI™) member companies respond to requests from health care decision makers (HCDMs) and to understand the similarities and differences among drug manufacturers (DMs) in this evolving climate of information exchange. METHODS: As health care insurance companies transition towards a managed care model and began assessments of both the clinical and economical aspects of drug products, DMs began to respond to requests from HCDMs. An anonymous 16-question survey was conducted to evaluate how 27 Medical Information departments (MIDs) respond to payer requests for information, and to identify payer needs in order to provide a better overall customer experience. RESULTS: The results from this survey provided insight into the overall management of payer unsolicited medical requests (PUMRs) and focused on a few different areas, including how requests are received, what materials are requested and which are sent, online availability, and availability of materials for products in the pipeline. CONCLUSION: Further discussion is recommended to ensure a focused approach in developing tools and identifying appropriate resources are available to address inquiries from HCDMs.

Pharma Collaboration for Transparent Medical Information (phactMI) Benchmark Study: Trends, Drivers, Success Factors, and Value of Globalization in Medical Information.

BACKGROUND: Over the past decade, biopharmaceutical companies have been progressively establishing global frameworks across their capabilities. It is well recognized that the Medical Information (MI) department is a key externally facing function that needs to maintain a consistent focus on optimizing its capabilities of addressing product medical inquiries worldwide. METHODS: In the United States, a consortium named Pharma Collaboration for Transparent Medical Information, phactMI, a collaboration of pharmaceutical company MI departments dedicated to supporting health care professionals in their commitment to provide quality patient care, has provided a forum to benchmark and share best practices across the companies. In May 2017, phactMI conducted a survey inclusive of 25 biopharmaceutical companies to gain insight into the globalization of respective MI departments and relevant trends. RESULTS: We found increased trends in various aspects of globalization across large, mid, and small size companies, and identified key drivers for success. Overall, 16 of the 25 companies had globalized their MI department, 5 had only partially globalized, and the remaining 4 had not globalized. CONCLUSION: The findings of this survey will further help inform the MI community as to globalization approaches for a successful outcome.

Medical Information Services: How Are We Trending?

As the pharmaceutical and biotechnology industry continues to undergo transformative changes with mergers and acquisitions, loss of patent exclusivity, increased collaborations, and health care reform, Medical Information departments have changed as well. A total of 25 companies were asked to participate in a telephone survey to better understand the trends and adaptations over the last 5 years. Of these, 21 companies participated; the response rate was 84%. The survey focused on 5 key areas: operations and demographics, outsourcing, diversity of responsibilities, value, and health care reform. Results from this survey indicate an increase in outsource activity with expanded contact center functions and continued interest in globalization. Changes over the past 5 years were noted for promotional review, sales training, medical booth convention coverage, field medical slide review, inquiry volume, and support for products approved through the 505(b)(2) pathway. The full impact of health care reform remains to be determined; however, an increase in consumer inquiries is expected. Results from this research should be considered for future surveys.