MEDICAL INFORMATION SERVICES

Quality Management

Quality in PrimeVigilance is achieved throughout our medical information service. Good leadership practices in our management team, comprehensive Standard Operating Procedures, detailed Operating Guidelines and extensive training of all call handling staff ensure consistency and compliance at all times.

The foundation of PrimeVigilance Quality System is a set of controlled SOPs that are authorized by departmental heads and reviewed by a Quality representative to ensure consistency and compliance with applicable PV and MI guidelines.

For each team member an individual training plan is defined and based on their previous experience and training. Further ongoing training is focused on role-based development, SOP and relevant regulatory updates.

It is our policy to provide services which conform to global regulations and guidelines and meet the requirements of our clients and to deliver them on time and without defects.

We are fully committed to achieving a high standard of personal and corporate excellence. Our aim is to improve quality through continual review and this is an integral part of our operations.

PrimeVigilance’s comprehensive Standard Operating Procedures are backed up by Operating Guidelines, with instructions for every step of the process.

Measure, Evaluate, and Act

PrimeVigilance’s “Measure, Evaluate and Act” approach ensures that compliance is achieved not just at individual audits and inspections but as an on-going modus operandi.

Quality and compliance to Standard Operating Procedures and Operating Guidelines are assessed by PrimeVigilance on a continual basis. Employee abilities are assessed through internal certification programmes and extensive training and guidance is provided to ensure that quality and consistency are maintained.

Query management metrics are gathered in a continuous “real time” automated system, collating metrics via the medical information query management system and call centre.
These automated monitoring systems enable PrimeVigilance to implement additional assessment where appropriate. PrimeVigilance can assemble further data through a number of activities which might include customer satisfaction surveys and mystery inquirer reports.

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