medical information

25 years of Providing World-Class Medical Information Services.

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Comprehensive Medical Information and Contact Center Services

With strategically positioned and seamlessly integrated contact centers around the world, we provide customizable medical information services to meet the needs of companies of all sizes. Whether you need medical information, patient support, commercial inquiry handling, or other extended medical information services, our team of medical information specialists have the knowledge and experience to effectively support your needs.

Medical Information and Global Contact Center Solutions:

Our innovative, market-leading technologies, and 24/7/365 contact centers allow us to provide best-in-class medical information services.

 

Global Contact Center Support

A global contact center plays a vital role in ensuring consistent service, accessing global talent, offering multilingual support, establishing scalability, providing 24/7 availability, and maintaining redundancy and disaster recovery capabilities. Our contact center empowers our clients to efficiently and effectively deliver Medical Information, Patient Support, and Commercial services, allowing them to cater to the needs of a global customer base. Simultaneously, it helps them achieve cost savings and enhance their competitiveness in the global marketplace.

Medical Information support personnel wearing headsets

 

Bilingual Native Speakers

Our team of highly trained specialists includes bilingual native speakers in more than 35 languages. With globally integrated contact centers around the world, we can respond to product inquiries in a manner that is not only consistent with product labeling and regulatory guidance, but also consistent with local evidence, culture, and communication styles.

Explore Global Contact Center Services

Medical Information

ProPharma has 25 years of expertise in delivering Medical Information services to our clientele. We specialize in distributing vital information regarding our clients' healthcare products to healthcare professionals, patients, and the wider public. Our dedicated team consists of seasoned healthcare professionals (HCPs) and graduates in life sciences who function as an integral part of your team, facilitating the exchange of clinical and scientific information related to drugs and devices, as well as product safety. Medical Information is a vital component that ensures the safe and effective use of healthcare products, supports healthcare professionals in their practice, and helps pharmaceutical and biotech companies comply with regulatory requirements.

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Adverse Event Intake and Follow-up Services

ProPharma's Medical Information (MI) team is trained on Adverse Event (AE) intake since onboarding as part of MI processing. We ensure that every AE is collected for patients' safety, customer journey, and compliance at every contact center exchange and sent to the designated pharmacovigilance (PV) department. For a seamless experience, ProPharma offers comprehensive AE processing and reporting through our dedicated PV team to supplement or fully outsource your existing PV function.

Comprehensive AE Intake

Our skilled specialists follow established global processes and guidelines to obtain timely, accurate, and comprehensive AE information. ProPharma conducts refresher training, regular updates, and quality monitoring to ensure that every AE is detected and delivered to PV within 1 business day. Our AE collection forms can be customized for your needs in our fully validated database and our specialists are experienced with various client databases and AE forms.

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Adverse Event Follow-up

Our experienced MI team is fully equipped to execute outbound follow-up communication and collect additional data that was not available at initial intake, which lessens the burden on your pharmacovigilance department.

Seamless Integration to Pharmacovigilance

All AE records automatically migrate from MI to the PV database within ProPharma, and you can review and monitor all cases from beginning to end in a single-point access 24/7. ProPharma can also integrate (E2B) with your PV database for the seamless and timely transfer of AE records.

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Product Complaint Intake and Follow-Up Services

ProPharma's MI team is trained on Product Quality Complaint (PQC) intake since onboarding as part of MI processing. We ensure that every PQC is collected for patients’ safety, customer journey, and compliance at every contact center exchange and sent to the designated quality department. We are dedicated to supporting your customers and patients by handling every PQC and your company’s reputation with empathy and care.

Comprehensive PQC Intake

As your trusted MI partner, our highly trained specialists follow established global processes and guidelines for handling PQC events, to meet regulatory reporting requirements as well as your company’s own internal quality and manufacturing standards. ProPharma conducts refresher training, regular updates, and quality monitoring to ensure that every PQC is detected and delivered to the quality department within 1 business day. Our PQC collection forms can be customized for your needs in our fully validated database and our specialists are experienced with various client databases and PQC forms.

Physician using a tablet

Global Quality Serialization and Product Surety

We work collaboratively with our clients to offer centralized solutions for Global Quality Serialization and Product Surety (Level 5 Alerts), compliant with EU FMD and US DSCSA. Our skilled staff have extensive experience with the alerts that are generated within the European Medicines Verification System (EMVS), detected by a national system, which are escalated to other stakeholders, including National Competent Authorities (NCAs) as they are generated. Our experienced team are also fully equipped to follow the process requirements for triage, follow-up, and closure of any Product Quality Serialization Verification requests. The intent of the requirements for reporting Level 5 Alerts set out in the Falsified Medicines Directive is to protect patient safety. Therefore, we ensure that our approach is pragmatic, effective, efficient, and solely focused on you and your patients.

Explore DSCSA Compliance and Serialization Services
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Product Retrieval

Our specialists communicate product retrieval instructions as well as company policies regarding product replacement or reimbursement requests. We can also create a product retrieval kit and logistics to provide to the customers to return the products to your quality department or manufacturer.

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Patient Support and Commercial Services

ProPharma offers extensive Patient Support and Commercial Services to support our clients' customers and patients to provide bespoke, best-in-class global Patient Support around the world. Our diverse team of global contact centers and certified field partners support patients and healthcare professionals worldwide in obtaining, understanding, and adhering to therapies for a well-rounded customer journey.

Explore Patient Support Services

Health professional assisting a patient with a mobile device

 

Medical Writing, Content Management & Translation

Medical writing is an essential part of scientific information exchange, which requires expert knowledge to analyze and prepare a variety of clinical and patient documents.

Our team of writers, editors, and quality reviewers knows what it takes to produce clear, concise text for your clinical, scientific, and regulatory needs.

Standard Document Creation

Our query management services include developing and updating libraries of standard response documents, sourcing and supplying clinical papers, and writing safety summaries. Our team of bilingual, native-speaking medical professionals can create or translate key standard documents in more than 35 local languages.

Custom Response and Content Management

Clients turn to ProPharma for quality and affordable custom response documents, delivered in a timely manner. Our team has experience in all therapeutic areas, with backgrounds in both the life science industry and academia. We provide a full range of content services, including literature research, writing custom response documents, and adapting documentation for use in other geographies.

Response Document Maintenance

We understand the importance of keeping your documents up to date with strict version control to provide the most accurate responses to inquiries. We work with your teams to take this burden off your hands, with efficient document management processes that our clients trust and rely on.

Translation and Localization Services

We support your internal teams by creating new standard response documents, generating custom responses, and translating existing global and/or regional documents into one of over 35 supported languages. Our knowledgeable staff of bilingual native speakers leverage their extensive medical and communications experience to create effective documents that are consistent with local evidence, culture, and communication styles.

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Other Medical Writing Services

From general guidance on strategy and formatting to specific projects — we can support your organization and adapt to changing needs.

  • Project compilation, hyperlinking, and publishing
  • Comprehensive project management
  • Content editing and proofreading: Including a QC review of data against text and source documents
  • Style guide and template creation
  • Literature searches, analysis, reference libraries, and citations
  • Standard operating procedure (SOP) development
  • Abstracts, Manuscripts, and White Papers
  • Patient Education
  • Informed Consent forms
  • Clinical Study Reports (CSRs) and narratives
  • Publication strategy


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Animal Health Medical Information & Pharmacovigilance Services

ProPharma provides comprehensive Animal Health Medical Information (MI) and Pharmacovigilance (PV) support services, including expertise with the multiple regulatory environments that varied species and active ingredients require. ProPharma’s Animal Health team includes experienced veterinarians, pharmacists, veterinary technicians, and other healthcare professionals who ensure the highest levels of compliance. This enables us to respond to medical inquiries in a manner that is not only consistent with product labeling and regulatory guidance but also recognizes the connection between animals and people and the importance of communication between interdisciplinary healthcare professionals. ProPharma’s team of experts provides a customized solution to fit the Animal Health MI and PV needs of companies of all sizes. Whether you need to augment your internal team or need to completely outsource the Animal Health MI or PV functions globally, ProPharma has the right solution for your specific needs.

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Animal Health & Toxicology Medical Information Contact Center

  • Global 24/7/365 contact center support on Medical Information inquiry fulfillment, escalation, Adverse Event/Product Complaint intake and follow-up services 
  • Accidental exposure triage with toxicology assessment and follow-up services 
  • Crisis detection and client emergency bullhorn actions

Animal Health Pharmacovigilance Services

  • Adverse Drug Experience (ADE) assessment and processing
  • FDA Center for Veterinary Medicine (FDA CVM) ADE report preparation and review 
  • Signal detection and management 
  • Single service integration of non-FDA product regulatory needs including but not limited to NASC, EPA/FIFRA, USDA, and Health Canada/PMRA 

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Leading Medical Information and Contact Center Services for Over 25 Years

ProPharma has been expanding medical information and contact center services since 1994 through partnership, leveraging new acquisitions, and building creative solutions at the intersection of talent and capabilities.

1994

1997

1999

2014

2015

2018

Founded

Prosar

Toxicology Call Center providing Animal Services and Medical Information in the United States.

Founded

SOLUTIONS in Health

Established as a leader in Canadian Medical Information services.

Founded

Professional Information Ltd.

Delivering Medical Information services in Europe and APAC.

Acquired

Professional Information Ltd.

Professional Information Ltd. joined ProPharma, expanding medical information services across Europe and APAC.

Acquired

Prosar

Prosar joined ProPharma, continuing to grow our excellence in call center services.

Acquired

SOLUTIONS in Health

SOLUTIONS in Health joined ProPharma, expanding our services to Canada.

1994

Click here to expand this section

Founded

Prosar

Toxicology Call Center providing Animal Services and Medical Information in the United States.

1997

Click here to expand this section

Founded

SOLUTIONS in Health

Established as a leader in Canadian Medical Information services.

1999

Click here to expand this section

Founded

Professional Information Ltd.

Delivering Medical Information services in Europe and APAC.

2014

Click here to expand this section

Acquired

Professional Information Ltd.

Professional Information Ltd. joined ProPharma, expanding medical information services across Europe and APAC.

2015

Click here to expand this section

Acquired

Prosar

Prosar joined ProPharma, continuing to grow our excellence in call center services.

2018

Click here to expand this section

Acquired

SOLUTIONS in Health

SOLUTIONS in Health joined ProPharma, expanding our services to Canada.

Medical Information and Contact Center Global Footprint

US and Canada UK and Europe Asia Pacific

North America

Europe

Asia Pacific

Raleigh (HQ) 

107 West Hargett St.
Raleigh, NC 27601

1-888-242-0559

Philadelphia 

501 W. Office Center Dr, Suite 350
Fort Washington, PA 19034

1-888-242-0559

Windsor 

3000 Temple Dr, Suite 200
Windsor, ON N8W 5J6

1-519-252-9555

Berlin

Siemensdamm 62
13627 Berlin

+49 (0) 30 85606878 - 0

North Yorkshire 

Olliver, Aske, Richmond
North Yorkshire, DL10 5HX

+44 (0)1748 828800

Melbourne (Hawthorn) 

Unit 5, Level 2, 40 Burwood Rd
Hawthorn VIC 3122

+61 3 8814 7900

Hyderabad 

3rd Block, 7th Floor,
My Home Hub, Madhapur, Patrika Nagar, HITEC City,
Hyderabad, Telangana 500081

+91 966 611 1980

Tokyo

5-27-5 Sendagaya, Shibuya-ku (suite 13-101, 13-102, 13-113, 13-130)

+81 3 6277 4041

Makati City

7th Floor Office F
Armstrong Corporate Center
HV Dela Costa Ave.
Salcedo Village
Makati City

+61 38814 7900

Shanghai

138 Huaihai Middle Road
Huangpu District, Shanghai
3rd Floor
Shanghai Plaza, 03S106

+61 38814 7900

Medical Information and Contact Center Global Footprint

US and Canada

Down arrow - click here to expand section.
Raleigh (HQ) 

107 West Hargett St.
Raleigh, NC 27601

1-888-242-0559

Philadelphia 

501 W. Office Center Dr, Suite 350
Fort Washington, PA 19034

1-888-242-0559

Windsor 

3000 Temple Dr, Suite 200
Windsor, ON N8W 5J6

1-519-252-9555

UK and Europe

Down arrow - click here to expand section.
Berlin

Siemensdamm 62
13627 Berlin

+49 (0) 30 85606878 - 0

North Yorkshire 

Olliver, Aske, Richmond
North Yorkshire, DL10 5HX

+44 (0)1748 828800

Asia Pacific

Down arrow - click here to expand section.
Melbourne (Hawthorn) 

Unit 5, Level 2, 40 Burwood Rd
Hawthorn VIC 3122

+61 3 8814 7900

Hyderabad 

3rd Block, 7th Floor,
My Home Hub, Madhapur, Patrika Nagar, HITEC City,
Hyderabad, Telangana 500081

+91 966 611 1980

Tokyo

5-27-5 Sendagaya, Shibuya-ku (suite 13-101, 13-102, 13-113, 13-130)

+81 3 6277 4041

Makati City

7th Floor Office F
Armstrong Corporate Center
HV Dela Costa Ave.
Salcedo Village
Makati City

+61 38814 7900

Shanghai

138 Huaihai Middle Road
Huangpu District, Shanghai
3rd Floor
Shanghai Plaza, 03S106

+61 38814 7900

Medical Information Experts

Rajul Jain

Rajul Jain

President
Medical Information

Dave Bezick

David Bezick

Director
Medical Information

Hannah Hunter

Hannah Hunter

Director
Medical Information

Katie Tonge

Katie Tonge

Director
Medical Information

Leanne Shaw

Leanne Shaw

Senior Director
Medical Information

Valerie Huh

Valerie Huh

Associate Director
Global Innovation

Victoria Evans

Victoria Evans

Director
Medical Information

Eric Brandon

Eric Brandon

Director, Patient Services & Contact Center Operations

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ProPharma receives Medidata Rave EDC accreditation, enhancing clinical trial efficiency. Learn about the latest milestone delivering cutting-edge solutions.

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Previous Post Arrow Next Post Arrow
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ProPharma Recognized by Inc. 5000 List of America’s Fastest-Growing Companies

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ProPharma Recognized by Inc. 5000 List of America’s Fastest-Growing Companies

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Previous Award Arrow Next Award Arrow
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Discover expert insights on PSUR and PBRER in our latest blog post. Meet our team of global experts and delve into advanced prostate cancer guidance.

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May 20, 2024

How to Decentralize Cell and Gene Therapy Treatments

Decentralization of cell and gene therapeutics improve patient outcomes by reducing time to treatment, increase viability and reduce overall costs.

Meet the Expert: Kirsty Bryant

May 16, 2024

Meet the Expert: Kirsty Bryant

Meet Kirsty Bryant! She is a MI Program Manager at ProPharma within the Medical Information team.

Previous Post Arrow Next Post Arrow
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June 10, 2022

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Project Management isn’t for the faint of heart. There is a shockingly high rate of project failure… but on the other hand, great project management can be a key differentiator that leads a company...

Infographic Successfully Passing MHRA Inspections for Overseas Manufacturing Sites - ProPharma

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Successfully Passing MHRA Inspections for Overseas Manufacturing Sites

ProPharma offers GMP and GDP compliance services from clinical development to commercial distribution of the products' lifecycle. ProPharma’s Compliance and Quality team completed the first on-site...

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Navigating the generic drug application and approval process can be challenging. From pre-filing through post-approval, find out exactly what needs to be done for your Abbreviated New Drug...

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Complex Needs Require Custom Solutions

ProPharma builds solutions at the intersection of innovation and flexibility. We’re here to offer a custom alternative that fits your unique needs. Standout solutions scaled to your size.