Doctors' questions deserve correct, traceable, compliant answers.
It includes eMedical and complaint handling: a single point of oversight for inbound medical-scientific information.
Every medical request is an obligation, not just a contact.
When a doctor, a pharmacist or a patient asks a medical-scientific question about a product, the company has a duty to respond correctly, with documentation and in compliance. Every request must be recorded, classified, handled within the deadlines and traced: it may contain a pharmacovigilance report or a complaint that triggers precise obligations.
A medical information service is not a call center: it is a regulated process where the quality of the answer and the traceability of the flow matter as much as the answer itself.
Merqurio manages inbound medical-scientific information as a structured process. Each year it handles around 4,000 medical enquiries from healthcare professionals and patients.
Reception, classification and response to medical-scientific requests on products, devices and therapeutic areas, with documentation and respect for deadlines.
A dedicated department supporting medical directions, with digital management of the medical information channel integrated with the other touchpoints.
Collection and processing of product complaints according to procedure, with escalation to the relevant functions.
Recognition and routing of the pharmacovigilance reports contained within the requests.
A structured point of oversight that responds with quality and traceability.
Compliant processing with correct escalation.
Integrated digital management of inbound information.
Interception and routing of reports.
Merqurio manages medical information within a structure that includes medical direction and pharmacovigilance, with ISO 9001 and ISO 27001 certified processes, and a consolidated volume of around 4,000 medical enquiries a year.
This means a medical enquiry is not just answered: it is classified, traced and, if it contains a report or a complaint, routed correctly. The process is governable and demonstrable.
