Driving Compliance and Efficiency in Medical Affairs A Real-World Case Study on SCIMAX MI Implementation.
Introduction
Efficient medical inquiry management is vital in the life sciences sector to ensure timely and accurate dissemination of information to healthcare professionals and patients. SCIMAX MI emerges as a comprehensive solution designed to streamline medical inquiry processes, enhancing both efficiency and compliance.
Background of the Client Challenge
A Midwest-based Medical Information Contact Centre, serving over 15 global pharmaceutical and medical device companies, faced significant challenges in managing medical inquiries. The centre processed hundreds of adverse events and product complaints daily, necessitating a system that could handle high volumes while ensuring compliance and rapid response times. The existing processes were limited by manual inefficiencies, leading to delayed responses and potential compliance risks. The need for a more streamlined, compliant, and effective solution was evident.
Implementation Process and Key Performance Improvements
The implementation of SCIMAX MI followed a structured approach:
1. Discovery Phase: Conducted workshops to understand client-specific requirements and explain SCIMAX MI’s integration capabilities.
2. Configuration Phase: Collaborated with the client’s IT groups to finalize field mappings, establish rules, and complete necessary configurations for integration.
3. Testing/Validation Phase: Performed rigorous testing to identify and address any inconsistencies or defects, ensuring data integrity and compliance.
4. Deployment Phase: Launched the finalized system integration for real-time medical inquiry management.
Key stakeholders, including the client’s medical affairs and IT teams, played integral roles throughout the process. Challenges such as coordinating with multiple pharmaceutical clients and external system vendors were addressed through meticulous planning and agile project management.
Post-implementation, the client observed measurable improvements:
• Increased Efficiency: The integration of SCIMAX MI with external CRM applications enabled real-time customer information retrieval, reducing manual data entry and accelerating response times
• Enhanced Compliance: Automated tracking and documentation ensured adherence to regulatory standards, minimizing compliance risks.
• Improved User Satisfaction: Streamlined workflows and reduced manual tasks allowed staff to focus on quality interactions, leading to higher satisfaction levels among medical information specialists.
Testimonial and Measurable Results
The client’s feedback underscores the success of the implementation:
“With SCIMAX MI, we’ve transformed our medical inquiry management, achieving unprecedented efficiency and compliance.”
Quantitative results include:
• Reduction in Response Times: Achieved a 30% decrease in average response times to medical inquiries.
• Cost Savings: Realized a 25% reduction in operational costs due to improved process efficiencies.
These outcomes not only benefited the client’s organization but also set a precedent for industry-wide improvements in medical inquiry management.
Conclusion
The implementation of SCIMAX MI has been transformative, addressing critical challenges in medical inquiry management and delivering substantial benefits. Organizations facing similar issues are encouraged to consider SCIMAX MI as a viable solution to enhance efficiency, compliance, and overall performance in medical inquiry handling.
Author
Sainath Racherla
Associate Director – Program Management
