技术赋能化医学信息服务

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ProPharma在科技赋能医学信息领域的专长

在医学信息方面，我们正在整合人工智能等先进技术，以提高我们的服务效率和质量。我们将这些技术整合至我们的工作流程，让患者和医务人员更快地联系到我们，让我们的团队以更高的服务质量及时提供所需的信息。人工智能可成为我们工作流程的一部分，包括案件分流、内容检索、回复生成、质量控制和分析。

我们采用共同领航的理念，即利用人工智能协助我们的医学信息（MI）专员提高效率，而MI专员在向患者和医务人员提供服务之前，会对人工智能工作的准确性、完整性和合规性进行细致审查。这种协同方法不仅加快了响应速度，提高了服务质量，还营造了专业知识与技术能力相辅相成的协作环境。随着技术的不断进步，我们将继续致力于提供可靠的医学信息服务。

Hand holding pen between fingers typing on laptop and using tablet device

人工智能在医学信息服务中的应用

自然语言处理（NLP）

高级内容搜索引擎

生成式人工智能在医学信息答复生成中的应用

强化质量控制和分析

Natural Language Processing (NLP)

作为医学信息联络中心，NLP 可在整个 MI 工作流程中实施。与患者、护理人员和医务人员用菜单选项相比，语音识别可用于来电快速分流。使用人工智能语音生成器可在数秒内生成交互式语音应答（IVR）或自动回复，并提供 50 多种语言和各种语音选项。此外，语音生成器也是一个很好的工具，可以帮助用户掌握某些医疗术语或非母语词汇的发音。

尽管我们拥有超过 35 位以当地语言为母语的专业人员，但人工智能翻译使我们能够覆盖更多语言和更多国家。这使我们能够将医学信息的服务范围扩大到以前覆盖不足的较小市场。如果不同地区的需求出现意外增长，母语非当地语言的人士也可以协助以该语言进行的咨询。人工智能翻译与语音生成相结合，并经过准确性和质量验证，可以为非母语或非精通当地语言的人提供口头回复。这可确保在问询量高峰时期仍能及时向患者和医务人员提供回复。

Row of customer service professionals wearing headset one person smiling at camera

高级内容搜索引擎

在医学信息工作流程中，关键词搜索被广泛用于定位包含相关答复内容的文档。大多数据库关键字搜索都是基于精确的拼写匹配，拼写错误或不匹配的术语可能无法检索到正确的内容。然而，高级搜索引擎可以识别和纠正拼写错误，并获取不仅与关键字匹配而且与同义词匹配的文件。例如，当我们的专家搜索“成分”时，启用人工智能的系统会搜索配方、辅料、成分等。这就减少了使用多个关键词重复搜索的需要，从而提效，最终为医学信息做出快速响应，以帮助提供患者护理决策。

Person working on desktop and laptop devices

生成式人工智能在医学信息答复生成中的应用

生成式人工智能是一种功能强大的工具，它可以帮助我们的医学信息专员生成 MI 回复、文件和患者沟通资料。人工智能可以扫描和审查大型数据集和文献，在几秒钟内提取相关信息，并进行总结，供专家或医学撰写人士评估和编辑。它还能转换文档格式，例如将外部文档改编为内部模板并进行翻译。人工智能在生成整个文档和同类文档中使用的术语、风格和格式都是一致的，我们可对其进行调整以遵守法规要求。这大大减少了专员和医学撰稿人员调研文献数据库和从头起草文件的时间，为医务人员更快地提供治疗决策所需的信息。

Professional workers collaborating in an office

强化质量控制和分析

实时转录（语音转文字）大大提高了医学信息工作流程各个环节的效率和质量。人工智能可以实时分析对话，以支持医学信息专员查找相关文献进行回复，并根据客户的意图和情绪提出回复建议。此外，人工智能还能检测对话中的不良事件（AE）或产品质量投诉（PQC），以提示专员采取适当行动。这种能力直接应用于质量控制流程，对口头和书面问询进行扫描，以确定其准确性、完整性、AE 和 PQC 接收情况、软技能和其他特定部分，从而提高 MI 团队的绩效和质量。

实时转录包含了整个通话的源文件。聆听所有通话是不现实的，但有了转录，我们就可以将所有通话可视化，并拥有更大、更丰富的数据池。这意味着数据池可以更好表现出当地人群的特性，减少偏差，并进行更详细的分析，从而提供有价值的见解，帮助做出患者护理方面的业务决策。

Business professionals smiling at a desk reviewing data

体验未来的医学信息服务

我们以科技赋能的服务模式，确保为患者及医疗专业人员提供快速、精准且高质量的答复。欢迎选择与ProPharma合作，以立即体验AI与人类专业知识的完美协同。

联系我们的技术赋能专家

Technology Enablement Experts

Valerie Huh

Director, Global Innovation and Implementation

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Ana Ming

Senior Global Innovation and Implementation Manager

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Valerie Huh

Valerie Huh brings over 20 years of experience in the pharmaceutical and healthcare industries, with expertise in global operations and process improvements. She holds a Doctor of Pharmacy (Pharm.D.), a degree in Chemistry, and an MBA with a certificate in business analytics. In her current role, she leads innovation and technology enablement in Medical Information and supports business expansions, driving forward strategic initiatives to enhance service quality and operational efficiency.

Ana Ming

Ana Ming is a highly skilled pharmacist based in Australia, with 12+ years of experience in the pharmaceutical services and healthcare industries. Currently at ProPharma, she brings expertise in medical information management, patient care, and regulatory compliance. Additionally, Ana is a certified Justice of the Peace (JP), combining her healthcare experience with a commitment to community service and ethical leadership. Her collaborative approach, coupled with a focus on innovative solutions, makes her a valuable asset in optimizing patient outcomes and advancing pharmaceutical practices.

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