Multilingual Call Handling Service
PrimeVigilance’s team of experienced healthcare professionals are ready to support all your medical information requirements in English, French, German, Spanish, Italian, Portuguese, Greek, Hungarian, Dutch, Polish, Norwegian, Armenian, Croatian, Georgian, Gujarati, Hindu, Russian, Serbian, and Brazilian. Other languages can be supported by utilising an in-line translation service.
Our flexible and tailored telephony system solution is Samsung Call Center (SCC) offering:
- Automated call routing with specific welcome message
- Configurable automatic call routing based on language and skill
- Monitoring of call statistics and KPIs
- Call recording for quality improvement
Multichannel Call Handling Service
In addition to handling the traditional medical information communication channels of telephone, email, and fax. PrimeVigilance can also design, create and host a medical information website or portal for your company or individual products.
Query Management System
PrimeVigilance’s medical information query management system (ArisGlobal LifeSphere MI™) is a validated system. Access to the system and the information held within it is governed by Standard Operating Procedures and Operating Guidelines, ensuring no unauthorised access to the system.
The medical information query management system is fully integrated with the pharmacovigilance system for efficient handling and processing of adverse events.
PrimeVigilance offer a range of associated query management services, and this includes:
- Frequently Ask Questions (FAQs) and Standard Response Document creation and maintenance
- Literature Screening and review
- Medical Writing
- Adverse Event and Product Quality Complaint Handling
- Working with you, PrimeVigilance will create Operating Guidelines on exactly how you would like adverse events and product quality complaints, handled.
Our teams are experienced in the utilization of external databases for services including:
- MI Inquiry Logging & Response
- Product Complating Logging & Reporting
- Adverse Event Logging & Reporting
- Document Management
Standard Resolution Documents
PrimeVigilance offer a range of associated query management services, and this includes:
- Frequently Ask Question (FAQ) and Standard Response Document creation and maintenance
- Literature Screening and review
- Medical Writing
Adverse Event and Product Quality Complaint Handling
Working with you, PrimeVigilance will create Operating Guidelines on how you would like adverse events and product quality complaints, in relation to your products, handled.
As experienced pharmacovigilance professionals, the medical information team are fully trained in criteria for adverse event reporting to the authorities. PrimeVigilance are equipped to conduct case follow-up and even full case processing on your behalf.
PrimeVigilance conduct reconciliation activities weekly ensuring all adverse events and product quality complaints have been processed timely and correctly inline with SOPs.
Out-Of-Hours Service Provision
In addition to covering standard business hours of operation, PrimeVigilance can provide a 24/7 coverage service, 365 days a year if required, ensuring you a round-the-clock medical information service.
