medical information

Global Contact Center Support

A global contact center plays a vital role in ensuring consistent service, accessing global talent, offering multilingual support, establishing scalability, providing 24/7 availability, and maintaining redundancy and disaster recovery capabilities. Our contact center empowers our clients to efficiently and effectively deliver Medical Information, Patient Support, and Commercial services, allowing them to cater to the needs of a global customer base. Simultaneously, it helps them achieve cost savings and enhance their competitiveness in the global marketplace.

Medical Information

ProPharma has 25 years of expertise in delivering Medical Information services to our clientele. We specialize in distributing vital information regarding our clients' healthcare products to healthcare professionals, patients, and the wider public. Our dedicated team consists of seasoned healthcare professionals (HCPs) and graduates in life sciences who function as an integral part of your team, facilitating the exchange of clinical and scientific information related to drugs and devices, as well as product safety. Medical Information is a vital component that ensures the safe and effective use of healthcare products, supports healthcare professionals in their practice, and helps pharmaceutical and biotech companies comply with regulatory requirements.

Technology Enablement

In Medical Information, we are integrating advanced technological tools such as AI to enhance the efficiency and quality of our services. By embedding these technologies into our workflow, we enable patients and healthcare providers to reach us more quickly, allowing our team to promptly deliver necessary information with improved service quality. We adopt the co-pilot concept, where AI assists our MI specialists to be more efficient, while our specialists meticulously review AI’s work for accuracy, completeness, and compliance before delivering it to patients and healthcare providers. This synergistic approach not only accelerates response times and improves service quality but also ensures patient safety through human oversight. As we continue to evolve with technological advancements, we remain committed to providing reliable medical information services.

Adverse Event Intake and Follow-up Services

ProPharma's Medical Information (MI) team is trained on Adverse Event (AE) intake since onboarding as part of MI processing. We ensure that every AE is collected for patients' safety, customer journey, and compliance at every contact center exchange and sent to the designated pharmacovigilance (PV) department. For a seamless experience, ProPharma offers comprehensive AE processing and reporting through our dedicated PV team to supplement or fully outsource your existing PV function.

Comprehensive AE Intake

Our skilled specialists follow established global processes and guidelines to obtain timely, accurate, and comprehensive AE information. ProPharma conducts refresher training, regular updates, and quality monitoring to ensure that every AE is detected and delivered to PV within 1 business day. Our AE collection forms can be customized for your needs in our fully validated database and our specialists are experienced with various client databases and AE forms.

Seamless Integration to Pharmacovigilance

All AE records automatically migrate from MI to the PV database within ProPharma, and you can review and monitor all cases from beginning to end in a single-point access 24/7. ProPharma can also integrate (E2B) with your PV database for the seamless and timely transfer of AE records.

Product Complaint Intake and Follow-Up Services

ProPharma's MI team is trained on Product Quality Complaint (PQC) intake since onboarding as part of MI processing. We ensure that every PQC is collected for patients’ safety, customer journey, and compliance at every contact center exchange and sent to the designated quality department. We are dedicated to supporting your customers and patients by handling every PQC and your company’s reputation with empathy and care.

Global Quality Serialization and Product Surety

We work collaboratively with our clients to offer centralized solutions for Global Quality Serialization and Product Surety (Level 5 Alerts), compliant with EU FMD and US DSCSA. Our skilled staff have extensive experience with the alerts that are generated within the European Medicines Verification System (EMVS), detected by a national system, which are escalated to other stakeholders, including National Competent Authorities (NCAs) as they are generated. Our experienced team are also fully equipped to follow the process requirements for triage, follow-up, and closure of any Product Quality Serialization Verification requests. The intent of the requirements for reporting Level 5 Alerts set out in the Falsified Medicines Directive is to protect patient safety. Therefore, we ensure that our approach is pragmatic, effective, efficient, and solely focused on you and your patients.

Risk Evaluation and Mitigation Strategy (REMS)/Risk Management Plans (RMP) Contact Center

A REMS (Risk Evaluation and Mitigation Strategy) or RMP (Risk Management Plan) is a critical safety program mandated by regulatory authorities to manage the risks associated with specific medications.

These programs ensure that patient access to necessary drugs while minimizing potential harm. REMS or RMP focuses on preventing, monitoring, and managing a specific serious risk by informing, educating, and reinforcing actions to reduce the likelihood and severity of adverse events. These programs reinforce safe medication use behaviours and educate stakeholders on essential precautions. ProPharma's Contact Center Operations support REMS and RMP programs by serving as a central point of contact for patients and healthcare providers. We offer a globally accesssible REMS/RMP services in, over 40 languages, adapting to local working hours and days. Our offerings include scalability, flexibility, and customizable options to support an expanding REMS portfolio. By partnering closely with our clients, we share best practices driving both innovation and efficiency. We are committed to service advancements through the use of technologies such as workforce management tools, digital communication channels (including chatbots and live chat), customer satisfaction surveys after calls, and automated line testing.

Patient Support and Commercial Services

Medical Writing, Content Management & Translation

Medical writing is an essential part of scientific information exchange, which requires expert knowledge to analyze and prepare a variety of clinical and patient documents.

Our team of writers, editors, and quality reviewers knows what it takes to produce clear, concise text for your clinical, scientific, and regulatory needs.

Standard Document Creation

Our query management services include developing and updating libraries of standard response documents, sourcing and supplying clinical papers, and writing safety summaries. Our team of bilingual, native-speaking medical professionals can create or translate key standard documents in more than 35 local languages.

Custom Response and Content Management

Clients turn to ProPharma for quality and affordable custom response documents, delivered in a timely manner. Our team has experience in all therapeutic areas, with backgrounds in both the life science industry and academia. We provide a full range of content services, including literature research, writing custom response documents, and adapting documentation for use in other geographies.

Response Document Maintenance

We understand the importance of keeping your documents up to date with strict version control to provide the most accurate responses to inquiries. We work with your teams to take this burden off your hands, with efficient document management processes that our clients trust and rely on.

Other Medical Writing Services

From general guidance on strategy and formatting to specific projects — we can support your organization and adapt to changing needs.

• Project compilation, hyperlinking, and publishing
• Comprehensive project management
• Content editing and proofreading: Including a QC review of data against text and source documents
• Style guide and template creation
• Literature searches, analysis, reference libraries, and citations
• Standard operating procedure (SOP) development
• Abstracts, Manuscripts, and White Papers
• Patient Education
• Informed Consent forms
• Clinical Study Reports (CSRs) and narratives
• Publication strategy

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Animal Health Medical Information & Pharmacovigilance Services

ProPharma provides comprehensive Animal Health Medical Information (MI) and Pharmacovigilance (PV) support services, including expertise with the multiple regulatory environments that varied species and active ingredients require. ProPharma’s Animal Health team includes experienced veterinarians, pharmacists, veterinary technicians, and other healthcare professionals who ensure the highest levels of compliance. This enables us to respond to medical inquiries in a manner that is not only consistent with product labeling and regulatory guidance but also recognizes the connection between animals and people and the importance of communication between interdisciplinary healthcare professionals. ProPharma’s team of experts provides a customized solution to fit the Animal Health MI and PV needs of companies of all sizes. Whether you need to augment your internal team or need to completely outsource the Animal Health MI or PV functions globally, ProPharma has the right solution for your specific needs.

Clinical Trial Support & Concierge Services

ProPharma is thrilled to introduce an expanded suite of services designed to elevate your clinical trial operations. Our enhanced Clinical Trial Support Unit now offers comprehensive global assistance, featuring a multilingual team ready to address range of customer inquiries. We provide an array of bespoke concierge services tailored to streamline processes and boost trial performance.

These include a 24/7 Clinical Trials Hotline, timely appointment reminders, seamless lodging and travel arrangements, efficient logistics management, and robust payment support and budget oversight. Additionally, our expertise in post-trial material collection and participant feedback ensures a thorough wrap-up of your study. With our dedicated support, your team can concentrate on delivering high-quality data and exceptional patient care.