Medical Information

The Right Information at Exactly the Right Time 

When it comes to your patients and key stakeholders, we are dedicated first and foremost to patient safety. We don’t just answer questions; we solve problems with a direct and personalized approach. We address complex questions and combine our clinical expertise with advanced automated technology.

Our custom training and client-approved reference materials ensure all inquiries receive an informed and fair and balanced response. You can be confident that every question is answered with unsurpassed clinical expertise and efficiency, regardless of product complexity or call volume.  

A New Integrated Model

As part of EVERSANA’s integrated compliance services, we work with emerging and large and small pharmaceutical companies to provide strategic support for products from clinical studies through commercialization. We are reimagining the industry’s model with a fully integrated, automated, cloud-based technology platform enabled with AI.

Digital First Provider 



Medical Information Compliance Services

  • Response to unsolicited medical information requests
  • Live and immediate responses for client product
  • Standard and non-standard questions/requests
  • Tier 1 and Tier 2 medical information handling: life sciences background
  • Non-medical information triage process
  • Accurate and detailed documentation of MI interactions
  • Fulfillment services

Comprehensive Medical Information Solutions

With more than two decades of experience and broad disease state expertise, our team provides a comprehensive suite of integrated and scalable services that include product and medical information contact centers, adverse experience reporting intake services, product complaint intake and processing, clinical trials information call centers and medical affairs services. 

Product and Medical Information Contact Center

Adverse Experience Reporting Intake Services

  • Detect adverse events while processing medical information inquiries
  • Use of MiQ medical information inquiry database for case entry
  • SOPs in place for data collection, documentation and processing of information to file safety reports
  • Initial and mandatory training as well as annual refresher and client training
  • Comprehensive intake and data collection forwarded to client internal safety department on an expedient and timely basis; E2B output available

Product Complaint Intake and Processing

  • Detailed SOPs for processing Product Quality Complaints (PCs)
  • Experienced staff with current intake/document volume of 3,000 to 4,000 PC cases per month
  • Medical communications staff trained to identify customer needs and concerns
  • Initial and mandatory training as well as annual refresher and client training
  • Instructions provided to customer for returning suspect defective product
  • Guidance provided regarding product replacement/credit
  • Direct and ongoing interaction with client’s QA designee

Clinical Trial Contact Center Services

  • Clinical trial protocol information
  • Recruitment
    • Screening for eligibility
    • Referral to study sites
    • Notification of candidate referral
  • Expanded access/compassionate use
  • Patient outreach programs for protocol compliance
  • Clinical trials emergency hotline

Medical Affairs

  • Scientific support provided for MSL team
  • Preparation and development of Medical Information Contact Center content
  • Medical writing
  • Promotional Review Board scientific representation
  • Staffing at scientific meetings/medical congresses
  • Strategic medical affairs consulting

Centralized Medical Information Database (MiQ) With Analytics

  • Fully validated inquiry database for Med Info, AE, and PC intake and documentation
  • Content Management (Document Control)
  • Capability for full integration with Veeva CRM and Vault
  • Integrated with AE and PC reporting needs (E2B electronic transfer to safety database)
  • Cloud-based (web-based zero footprint integrated platform)
  • Highly configurable and intuitive user interface
  • Linking of related inquiries and responses
  • Cross-linking of MSL and sales reps to the case
  • Global and local case management
  • Flexible and comprehensive reporting capabilities

Learn how we use automation and technology and an integrated business process to respond to HCPs faster.