Transcript Maximizing 3rd Party Vendor Relations for Medical Communications
Maximizing 3 rd Party Vendor Relations For Medical Communications CBI 7 th 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:
MSLs Clinical Specialists CTLs MCLs/MMLs FORMs • • • • • • •
Program Management & Support :
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 • • •
Training & Development:
Core Competency Compliance Programs Administrative
IT/Operations/HR/Finance i-MSL™ Medical Communications Services
• • • • •
Call Center:
Fully staffed by HCPs Drug Information Adverse Event Handling Product Complaint Handling 8 or 12-hour support • • • •
Medical Writing:
Standard Response Letters FAQs SOPs Abstracts/Poster Presentations • • •
Literature Surveillance :
Proactive & Reactive Literature Retrieval & Analysis Copyright Clearance Management • • •
Knowledge Management :
IRMS capability Searchable databank Customized Metrics/Reporting Tools • • •
Medical Meeting Support :
Booth Support 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
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