Maximizing 3rd Party Vendor Relations for Medical Communications
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Transcript Maximizing 3rd Party Vendor Relations for Medical Communications
Maximizing 3rd Party Vendor Relations
For
Medical Communications
CBI 7th Annual Forum on Dissemination of Scientific Information
May 25, 2010
Evan Demestihas, MD, RPh: Chief Executive Officer
The Medical Affairs Company
Principal. Executive Management & Medical Director
Founded Science Oriented Solutions (SOS) the industry’s
first Contract Medical Organization 1997-2008
25-year pharmaceutical industry veteran
Sandoz, BMS, Solvay
CMO CORE COMPETENCIES
Outsourced Field based Medical Teams
Customized Programs:
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MSLs
Clinical Specialists
CTLs
MCLs/MMLs
FORMs
Program Management & Support:
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Strategic Planning
Capacity Analysis
Territory Alignment/Mapping
Management Structure
SOPs/Processes
Metrics/Analytics
Stakeholder Mix/Customer Focus
Recruitment:
• Profile/Role Development
• Sourcing
• TMAC/Client Interviews
Medical Communications Services
Call Center:
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Fully staffed by HCPs
Drug Information
Adverse Event Handling
Product Complaint Handling
8 or 12-hour support
Medical Writing:
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Standard Response Letters
FAQs
SOPs
Abstracts/Poster Presentations
Literature Surveillance:
• Proactive & Reactive
• Literature Retrieval & Analysis
• Copyright Clearance Management
Knowledge Management:
Training & Development:
• IRMS capability
• Searchable databank
• Customized Metrics/Reporting Tools
• Core Competency
• Compliance Programs
• Administrative
Medical Meeting Support:
• Booth Support
IT/Operations/HR/Finance
i-MSL™
• Competitive Intelligence Analysis
• Symposia/Poster Reviews
GOAL
Optimize the relationship with the outsourced
vendor to meet effective medical communications
through compliant strategies
Outsourcing:
Delivering Value Through Efficiencies
Capitalizes on heavy-lifting and expedient program
implementation while limiting burden to organization
Provides greater versatility & enhanced flexibility addressing
internal challenges
Optimizes headcount limitations
Mitigates financial risk
Utilizes internal resources more effectively
Expands infrastructure & resources
Engages strategic insight and focused expertise
New company with no medical
communications department presence
Established company with fully
functional medical communications
department
Assessment Steps / Needs Analysis
Current department assessment
Expected workload impact
Expected available resources
Outsourcing considerations
Company A
New Company
Medical Communications & MSL outsourced
Limited home office personnel
Company B
New Company
Launch only support to handle increased volume
Only consumer calls triage to vendor
Company C
Established Company – big pharma device
division
Internal headcount constraints
Overflow only support directed by client
Company D
Generics Company
Rapidly expanding portfolio
Adverse Event only capture & processing
Decided not to build internal expertise in this
area
Vendor Assessment & Selection
Finding the right vendors
Screening call
RFP process: standardize criteria
Typical RFP
Project specifications
Company background & experience summary
List relevant companies supported
Number of new clients added in the last year including volume/services provided
Experience and education of the professional & non-professional staff
Are they FT or freelancers / consultants
Overview of the operation
New program set-up; SOPs; staffing methodology
Describe management and QA process
Service level reports
Technology; validated?
Representative work samples (reports, SOPs)
Timeline
Detailed budge
References
Vendor Assessment & Selection
Finding the right vendors
Screening call
RFP process: standardize criteria
Vendor presentations
Reference check
Site visits
Vendor Training
Technical training
Corporate policies and procedures
Medical Information Standard
Operating Procedures
Customer Call Center
Call Center Operations
After Hours Coverage
Emergency Procedures
Medical Information
Medical Information Operations
Adverse Drug Reporting
Product Complaint Procedures
Training
Training & Development
SOPs
SOP Revisions
SOP Deviations and Change Requests
Vendor Training
Technical training
Corporate policies and procedures
Ongoing
Vendor Monitoring
Communication channels
Site visits
Audits
Hallmarks of a Good Vendor
Reachable
Understanding
Responsive
Flexible
Quality
Value