Medical Information in the UK: Compliance, Patient Safety, and Trust

In the highly regulated world of pharmaceuticals, medical information (MI) services play a critical role in ensuring that healthcare professionals, patients, and the public have access to accurate and reliable product information. In the UK, this function is not only essential for supporting healthcare decisions but also a legal and ethical requirement governed by the ABPI Code of Practice and regulatory oversight from the Medicines and Healthcare products Regulatory Agency (MHRA).

A legacy of expertise in medical information

At ProPharma, we're proud to have over 25 years of experience delivering high-quality product information to healthcare professionals, patients, and the general public. Our goal is simple: support patient safety by ensuring every inquiry is answered with accurate, up-to-date, and scientifically sound information.

What types of inquiries does medical information handle?

MI teams respond to a wide variety of inquiries related to pharmaceutical products. These can include:

• Questions about product ingredients or excipients.
• Pharmacokinetics, dosing, and administration.
• Stability concerns, such as temperature excursions.
• Guidance on storage and shelf-life.
• Information about potential interactions, side effects, and contraindications.

Compliance with the ABPI Code of Practice

In the UK, all MI responses must comply with the ABPI Code of Practice, which establishes ethical standards for the pharmaceutical industry. This means:

• Non-promotional responses: Information must be factual and unbiased.
• No medical advice: MI teams provide scientific data, not treatment recommendations.
• Adherence to the ABPI’s guiding principles: Integrity, transparency, and patient-centricity guide every interaction.

By following these standards, MI not only ensures compliance but also helps build public trust in pharmaceutical companies.

Supporting pharmacovigilance and product quality

MI teams are more than just information providers — they are a vital part of a company's safety and quality processes. Every inquiry is an opportunity to identify potential adverse events (AEs), which are then reported to the relevant pharmacovigilance teams in line with MHRA requirements.

Additionally, if Product Quality Complaints (PQCs) are raised during an inquiry, these are documented and escalated to ensure appropriate investigation and resolution. This two-way communication between MI and drug safety or quality teams strengthens product oversight and supports continuous improvement.

Protecting patient data and ensuring GDPR compliance

Alongside ensuring accurate information and product safety, data protection is a fundamental part of MI work in the UK. Every inquiry, whether from a patient or healthcare professional, involves handling personal data. This means full compliance with the General Data Protection Regulation (GDPR) and robust internal processes to:

• Obtain and document only the necessary data.
• Store all data securely.
• Redact information where required to protect identities.
• Ensure proper data retention and disposal policies.

By embedding privacy-by-design into every aspect of MI operations, ProPharma ensures that both patient confidentiality and regulatory compliance are upheld at every step.

Medical information as a strategic partner in patient safety and compliance

In the UK pharmaceutical industry, MI teams are far more than a helpdesk — they are a strategic partner in ensuring:

• Patient safety through accurate, timely responses.
• Compliance with the ABPI Code and MHRA requirements.
• Vigilant monitoring of adverse events and product quality.
• Protection of personal data under GDPR.

With over 25 years of expertise, ProPharma's MI service stands as a trusted pillar of support for pharmaceutical companies, helping to maintain regulatory compliance while strengthening the vital bond of trust between industry and public health.