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Resolving queries with Expertise :
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Your Trusted Partner for Medical Information
PharmXL provides an unrivalled around the clock available Medical Information (MI) services. Our experts are dedicated to assist medical inquiries of your products received from consumers and health care professionals while emphasizing on comprehensive coverage of product safety.
GENERAL INQUIRIES
Our Integrated Response Center is staffed with healthcare professionals to receive, triage, and respond to telephone calls and emails requesting information about medical products.
MEDICAL INQUIRIES
We go beyond answering patient inquiries; we deliver a compassionate and efficient experience. Our team undergoes dedicated training to deeply understand concerns of patients and resolve enquiries from healthcare professionals. Providing accurate and empathetic responses for enhanced satisfaction.
INTAKE OF PRODUCT QUALITY COMPLAINTS (PQCs)
Our trained MI team of health care professionals prioritize collecting PQCs to ensure patient safety and compliance. We promptly coordinate with your dedicated department to transfer the relevant information on PQC and communicate the resolution and solutions with end consumer or patient empathetically.
INTAKE OF ADVERSE EVENT (AE) COMPLAINTS
Our specialists with key knowledge on AE reporting as per territory regulatory guidelines ensure swift collection and transfer of relevant information to Pharmacovigilance department while adhering to strict timelines.
ROBUST QUERY HANDLING SYSTEM
Due diligence and quality are one of our ethical features. We maintain high ethics and quality standards with our process-based approaches for each received inquiries.
QUERY FOLLOW UP AND TRACKING
Experience seamless query follow-up and tracking of inquiries and complaints with our team of highly experienced professionals, ensuring efficient and reliable solutions for patient needs maintain the patient’s trust.
MONTHLY REVIEW OF CALL RECORDINGS
A software-based call recording system enables our quality management team in conducting monthly reviews of call recordings and evaluating the staff performance. Additionally, quarterly updates and Frequently Asked Questions (FAQs) are implemented to enhance performance and ensure consistent responses to similar inquiries. These initiatives aim to strengthen overall operational efficiency.
QUALITY AND COMPLIANCE
Our experienced professionals anticipate the potential risks and operational burdens that lead to non-compliance. Our solutions are designed to be minimally intrusive while instilling confidence in your compliance and audit readiness, ensuring a seamless and reliable approach to these critical aspects of business operations.
