Technology Centralized, Integrated Case Management
Your medical affairs and drug safety services are managed through a centralized, integrated process using a combination of sophisticated technological tools.
The Oracle AERS database is configured for Centralized, Integrated Case Management. All information for each case, regardless of complexity or type (Adverse Event, Product Quality Complaint or Medical Inquiry) is contained within one case file. Oracle AERS as installed at DDN Medical Affairs is validated and 21 CFR Part 11 compliant for electronic Case Management and electronic signatures.
The contact center Telephone System provides seamless integration with your telephone system: all calls are answered on your behalf with your business name and your customized auto-attendant to maximize service to your customers. Call monitoring and recording are options available at your request. E-mail communication with your customers uses Microsoft Outlook.
Advantages of Centralized, Integrated Case Management
- Excellent customer service – your customer makes one call and speaks with one Healthcare Professional who can manage Adverse Event and Product Complaint reports as well as medical information inquiries. The need to transfer the caller to different departments with the necessity of repeating the same information multiple times is eliminated.
- One multi-functional database – there is no need for multiple databases for each functional area. This decreases technology and IT support costs as well as eliminating the need for duplicate data entry with the potential for errors.
- Healthcare Professional case managers – the contact center staff are experienced at communicating with your customers and can improve the quality of data obtained on the first call. This minimizes the necessity for inconvenient call-backs for follow-up information and maximizes service to your customers.
- Minimize operational time – the time required to document and process complex combination cases of AE, PC and MI as well as time required to reconcile AE, MI and PC reports processed by individual departments can be reduced.