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Maximizing 3rd Party Vendor RelationsFor
Medical Communications
CBI 7th Annual Forum on Dissemination of Scientific Information
May 25, 2010
Evan Demestihas, MD, RPh: Chief Executive OfficerThe Medical Affairs Company
Principal. Executive Management & Medical DirectorFounded Science Oriented Solutions (SOS) the industry’s
first Contract Medical Organization 1997-200825-year pharmaceutical industry veteran
Sandoz, BMS, Solvay
CMO CORE COMPETENCIES
Outsourced Field based Medical Teams
Medical Communications Services
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™
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
Medical Information Standard Operating Procedures
Customer Call Center Call Center OperationsAfter Hours Coverage
Emergency Procedures
Medical InformationMedical Information Operations
Adverse Drug Reporting Product Complaint Procedures
TrainingTraining & Development
SOPsSOP 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