Cutting Edge Information conducted this research to uncover best practices and benchmarks associated with medical information teams and call centers. In developing this report, analysts collected surveys from and consulted with more than 30 medical information call center leaders at a number of top pharmaceutical, biotechnology and call center contracting companies. Executives taking part in this research range from senior-level executives to call center managers to consultants working on the front lines of medical information call center operations.
Analysts developed the information upon which this study is based through both primary and secondary sources. Cutting Edge Information's process for collecting and analyzing information encompasses two distinct tools: quantitative surveys and qualitative interviews. Both tools are necessary for understanding not only the hard metrics included in this study, but also the reasoning behind the metrics.
Cutting Edge Information analysts began developing the quantitative survey tool used in this study by working closely with pharmaceutical, biotechnology and medical device industry executives. Once the research team completed the survey design, analysts recruited study participants from pharmaceutical companies, biotechnology companies and medical device firms worldwide to collect data on medical information teams, activities and trends. The research team collected all survey data through primary research with front-line medical information experts. Altogether Cutting Edge Information collected and analyzed data sets from 31 companies of all sizes and geographic locations. Study participants included vice presidents and directors of medical information, medical affairs, scientific communications and medical communications, as well as industry experts working for high-level consultancies.
Once study participants submitted a survey, analysts used qualitative interviews to uncover more detailed information. Cutting Edge Information used telephone interviews with pharmaceutical and medical device executives to understand the challenges and solutions to meeting the demands of medical information planning and processes. By interviewing a selection of survey respondents, Cutting Edge Information gained a deeper understanding of medical information management. In return for these parties' contributions, they received the study results. In addition, analysts used secondary research focused on public information related to specific companies and regulations.
To ensure that Cutting Edge Information protects the identities and privacy of all study participants, this research does not name the companies or products it examines, nor does it link specific companies with therapeutic areas. Company blinding is a critical device that allows survey respondents to comfortably provide accurate data for studies such as this one.
This study divides surveyed companies into three categories to differentiate by size. Within the pharmaceutical and biotech industries, analysts divided the surveyed firms into three sizes based on Pharmaceutical Executive magazine's 2013 assessment. The categories used to analyze the data are: