optimal medical information brand support sarah york head of medical information and promotional...
TRANSCRIPT
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Optimal medical information brand support
Sarah YorkHead of Medical Information and Promotional Affairs
sanofi aventis
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The basics of medical information
who what why how where when
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Who ?
MI professionals are...– graduates
pharmacy biomedical subject
– healthcare professionals nurse …medic (rarely!)
– service providers
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What ?
Scientific service which is ...
factual accurate objective up to date non-promotional reactive (for enquiries)
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Why ?
Legal / regulatory requirement– EU Advertising Directive / Medicines Act– ABPI Code of Practice
‘Companies must have a scientific service to compile and collate all information, whether received from medical representatives or from any other source, about the medicines which they market.’
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How ?
PIPA Medical Information Standardswww.pipaonline.org.uk
company policies and procedures
pragmatism!
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Where ?
Office-based– medical dept– marketing dept– shared with another function
Field-based … ?
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When ?
Office hours
OOH
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Enquiry handling: basics
Answering enquiries is the core business of medical information– procedures should exist covering
speed of response identification of person taking the call manner taking enquiry details call transfers / ‘hold’ returning calls cover in department
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Enquiry handling: basics
Answer will vary depending on nature of enquirer– healthcare professional– sales representative– patient / public– media / journalists…
Answer must be specific to the question and not extend beyond it
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Enquiry handling: basics
Standard letters evaluated summaries of the relevant data
– up to date– non-promotional– factual – accurate– objective– non-misleading
may need to be tailored to the exact question asked an informative letter can avoid the need to routinely
supply copies of references
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Enquiry handling: adding value
Many customers go directly (and only) to MI a good service will induce a favourable impression of
the company MI has a more complete picture of customer interests
than the sales force MI in general has a good relationship with eg UKMI -
influencers who don’t see sales reps
How can we leverage this ?
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Enquiry handling: adding value
Identifying key customers - and treating them accordingly
KOLs / influencers frequent callers important centres lead investigators
– CRM system is a useful source of information on customers for medinfo
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Enquiry handling: adding value
Feedback to sales / marketing enquiry trends overall, eg
– by area / individual representative– by customer type– by product
specific issues– identification– tracking– message management (including sending in the
representative)
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Enquiry handling: adding value
Feedback to sales / marketing specific customers’ queries….?
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Enquiry handling: adding value
Feedback to sales / marketing specific customers’ queries….?
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Enquiry handling: adding value
Feedback to sales / marketing specific customers’ queries….?
– the Data Protection Act prohibits the use of details which could identify a specific customer for commercial purposes, unless they have given specific permission for this
– asking for this permission could affect the status of medical information as a non-promotional function
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Enquiry handling: adding value
Feedback to sales / marketing specific customers’ queries….?
…but any enquiry details which don’t identify a specific customer can be given to sales / marketing
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Enquiry handling: adding value
Enquiries via sales force interpretation of the enquiry
– clinical / scientific context– training needs– correct use of promotional messages
comprehensive, objective and focused answer has the customer asked this before?
– If so, tailor the answer further can the representative call back with the answer ?
unlicensed indications...
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Enquiry handling: adding value
Out of Hours enquiries not a legal requirement, but PIPA guidelines state that OOH arrangements must be
in place for URGENT medical queries
– access to OOH product information helps support its appropriate use support the customer enhance the Company’s reputation
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Medico-marketing support: basics
Notification of changes to products SPCs, PILs, launches, discontinuations…
– journals– specific customers eg UKMI– reference sources eg MIMS/eMIMS, BNF, eMC
Preparing product-based information technical brochures / monographs PILs prescribing information
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Medico-marketing support: basics
Promotional material review– copy approval
detailed technical check correct references?
– reflecting current knowledge– quoted correctly– not used misleadingly
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Medico-marketing support: adding value
save time for your medic! if MI reviews materials first, the medic’s time is used
more efficiently…
save time for the brand team involve the MI specialist at concept stage for
comprehensive literature searching /review better claims spotting Code breaches early better communication during signoff
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Sales support: basics
Customer enquiries via representative– licensed indications
– rep knows answer, but wants backup from MI– rep knows answer, but wants call-back opportunity– rep doesn’t know answer
– unlicensed indications
a quick, helpful response will support the sales representative
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Sales support: basics
Enquiries for representative’s own information
supports ongoing learning flag training needs to Sales Training flag common queries re promotional campaign to
Marketing / Sales management
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Sales support: basics
Literature bulletin promoted products competitors therapy area / background
– summary of article– optional comments from
sales force / sales training medical advisor marketing
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Sales support: basics
Formulary applications MI prepare and send out product summaries on request
– these must be non-promotional if sent from medical information
MI complete formulary application forms MI write letter of recommendation for formulary
advocate ...
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Sales support: adding value
Formulary applications MI attend formulary committee
– formal presentation of clinical data / publications nb: certify slides as this is a promotional activity!
– Q&A session based on Company experience with product
Field visits issues management presentation of unlicensed or complex data
care needed! better understanding of sales rep’s lot in life ...
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Sales support: adding value
MI support at external conferences literature search service
– in-house database(s)– external databases– document delivery eg reference copies
product specialist ‘on-tap’– with backup eg standard letters
– and if managed appropriately
MI personnel on stand duty!
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Your medical info department can help with...
answering customer queries supporting the medical advisers informing the marketeers educating the sales teams
contributing to the business!
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Thank you for your attention ...