A Pharmacovigilance Call Centre

James Purcell/ May 16, 2016/ blog

Pharmaceutical Customer Service

Pharma companies use third party contact centres because they can offer telephone answering services that are available 24/7 365 days a year, this also goes for email support. This is vitally important in an industry where incidents can happen at any time. It is a matter of convenience and maximising efficiency. Arema Connect has recently received our refresher training for our large scale pharmaceutical client. This was carried out by a data collection representative in their pharmacovigilance department. A test was carried out after the training which kept our customer care representatives abreast of any changes in the industry.

Data Collection

The reporting and collecting of patient and physician data during adverse events is the essence of pharmacovigilance. It allows companies, for example, our clients, to compile databases that can identify side effects that are unique in certain cases.

This is where the spontaneous report form comes into play. Arema Connects customer care representatives garner as much information as we are legally permitted to for possible future use of these records by the pharmaceutical company. Some of these details include:

  • Age
  • Gender
  • Event(s) Occurred (including dates)
  • Drug Name
  • Dosage
  • Formulation
  • Batch Number

Escalation

These details need to be forwarded to a point of contact in the pharmaceutical company as soon as possible so they can contact the relevant bodies if need be. The spontaneous report form is emailed and the pharmacovigilance department is contacted directly via a telephone call.

The 24/7 data collection services provided by third parties such as call centres are an important cog in the field of pharmacovigilance and remain one of the best ways to collect drug safety data.