MEDICAL INFORMATION

 A world-renowned safety and medical information solutions provider.

Our mission at ACRO PharmaSolutions  is to provide the highest quality medical information service to healthcare professionals and patients by ensuring all enquiries receive accurate and medically sound responses, whilst meeting regulatory and legal requirements.

With a team of experienced healthcare professionals dedicated to patient safety and customer service, ACRO PharmaSolutions  provides a flexible, modular, multilingual Medical Information service, tailored to your specific requirements.

Service Introduction:

• Service Requirements

Working together, we will discuss and define your requirements for the provision of Medical Information by ACRO PharmaSolutions .

We will need to determine:

• The number of products you require medical information for and the countries where these products are available
• The business hours and time zones you require the service to be available and if a 24-hour service for 365 days a year is required
• The level of information that is currently available to answer the requests
• Who will maintain the current information going forward and who will create new information documents to address enquiries not previously received
• If in addition to healthcare professional and patient enquiries, there is a field force to support for medical information
• When you need the service to go live

• Implementation Plan

Having clearly understood, defined and together signed off your requirements, we will prepare an implementation plan which will list all the required activities and the time required for completion.

This would typically include:

• Compiling the product information and documents
• Creating and setting up the database for your organization
• Loading the product information into the database
• Database testing and validation once set-up and information loading has been completed
• ACRO PharmaSolutions  Team training/Service “Go Live”

• Information Collation

This time in the plan is for you and your organization to collate all the necessary information on your products which you will provide to ACRO PharmaSolutions  to allow us to effectively manage your medical information enquiries.

This information will vary according to product and service requirements but might include:

• Service review(s) post “Go Live”
• Standard Letters and Frequently Asked Questions (FAQs) currently used to answer medical information enquiries
• Patient Information Leaflets (PIL)
• Summary of Product Characteristics (SPC)
• Literature References quoted in Standard Letters and FAQs
• Data on File quoted in Standard Letters and FAQs
• Product Safety Data Sheets (SDS)
• Product Formulation and Stability information

• Database Set-Up

This time in the plan is for ACRO PharmaSolutions  to set-up the call centre system and database so they are configured to receive and record medical information enquiries on your products.

This would typically include:

• Setting up your organisation in the database
• Creating your products in the database and assigning to your organization
• Creating “read access” to the database for you so you can access the information ACRO PharmaSolutions  is capturing on your behalf
• Assigning the ACRO PharmaSolutions  staff to your medical information service
• Setting up service reports based on your requirements

• Information Loading

With all the product information collated and the ACRO PharmaSolutions  medical information database set-up and configured to your requirements, we now load all the product information into the database.

If necessary, we will reformat all documents before loading, to ensure the documents are correctly formatted and spell-checked to ensure a professional look to all written replies. Once all the product information is loaded, we will undertake validation testing of the information and database, ensuring everything has been created and loaded correctly.

The time taken to load the information will depend on:

• The number of products and the volume of information available for each product
• The quality of the information
• Whether the existing information conforms to your organisation’s letter formatting
• Whether we be required to check that the information is up to date

• Team Training

With the database now ready, the ACRO PharmaSolutions  team are trained on your products and the product information provided.

• Team training will take the form of classroom delivered training on your products and the wider product disease area(s). “Training tailored to requirements.”
• This will be followed by an assessment to ensure all the key information has been understood.
• The time taken to train the medical information team will depend on:
• The number of products and the volume of information available for each product
• The complexity of the product
• The level of medical information service being provided
• The number of countries being supported and the Regulatory requirements in those countries

• Service “Go Live”

With the Implementation Plan now fully executed, we are ready to go live with the medical information service for your organisation.

The ACRO PharmaSolutions  Medical Information team are ready and waiting to commence answering enquiries on your products from healthcare professionals and patients.

• Service Review

With the medical information service now in operation for your organisation, scheduled joint reviews will assess how the service is working and where improvements could be made:

• Number of enquiries being received
• Nature of the enquiries
• Number of Adverse Events and Product Quality Complaints by Product
• Percentage of enquiries unable to be answered with the information provided to ACRO PharmaSolutions
• Number of enquires being received outside of normal business hour

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Query Management:

• Multilingual Call Handling Service:

ACRO PharmaSolutions ’s team of experienced healthcare professionals are ready to support all your medical information requirements in English besides other languages can be supported by utilising an in-line translation service for e.g.; French, German, Spanish, Italian, Portuguese, Greek, Hungarian, Dutch, Polish, Swedish, Finnish, Danish, Norwegian, Arabic, Mandarin, Chinese and Brazilian.

• Multichannel Call Handling Service:

In addition to handling the traditional medical information communication channels of telephone, email, fax and letter, ACRO PharmaSolutions  are also able to support your social media requirements. ACRO PharmaSolutions  can also design, create and host a medical information website or portal for your company or individual products.

• Query Management System:

The medical information query management system can be fully integrated with the pharmacovigilance system for efficient handling and processing of adverse events.

ACRO PharmaSolutions  offer a range of associated query management services, and this includes:

• Frequently Ask Questions (FAQs) and Standard Response Document creation and maintenance
• Literature Screening and review
• Medical Writing
• Adverse Event and Product Quality Complaint Handling

Working with you, ACRO PharmaSolutions  will create Operating Guidelines on exactly how you would like adverse events and product quality complaints, handled.

• Standard Resolution Documents:

ACRO PharmaSolutions  offer a range of associated query management services, and this includes:

• Frequently Ask Question (FAQ) and Standard Response Document creation and maintenance
• Literature Screening and review
• Medical Writing

• Adverse Event and Product Quality Complaint Handling:

Working with you, ACRO PharmaSolutions  will create Operating Guidelines on how you would like adverse events and product quality complaints, in relation to your products, handled.

As experienced pharmacovigilance professionals, the medical information team are fully trained in criteria for adverse event reporting to the authorities. ACRO PharmaSolutions  are equipped to conduct case follow-up and even full case processing on your behalf.

ACRO PharmaSolutions  conduct reconciliation activities weekly ensuring all adverse events and product quality complaints have been processed timely and correctly in line with SOPs.

• Out-Of-Hours Service Provision:

In addition to covering standard business hours of operation, ACRO PharmaSolutions  can provide a 24-hour service, 365-days a year if required, ensuring you a round-the-clock medical information service.

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Quality Management:

Quality in ACRO PharmaSolutions  is achieved throughout our medical information service. Good leadership practices in our management team, comprehensive Standard Operating Procedures, detailed Operating Guidelines and extensive training of all call handling staff always ensure consistency and compliance .

ACRO PharmaSolutions ’s comprehensive Standard Operating Procedures are backed up by Operating Guidelines, with instructions for every step of the process.

• Measure, Evaluate, and Act

ACRO PharmaSolutions ’s “Measure, Evaluate and Act” approach ensures that compliance is achieved not just at individual audits and inspections but as an on-going modus operandi.

Quality and compliance to Standard Operating Procedures and Operating Guidelines are assessed by ACRO PharmaSolutions  on a continual basis. Employee abilities are assessed through internal certification programmes and extensive training and guidance is provided to ensure that quality and consistency are maintained.

Query management metrics are gathered in a continuous “real time” automated system, collating metrics via the medical information query management system and call centre.

These automated monitoring systems enable ACRO PharmaSolutions  to implement additional assessment where appropriate. ACRO PharmaSolutions  can assemble further data through several activities which might include customer satisfaction surveys and mystery inquirer reports.