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Medical Information Call Centre in Pharmacovigilance and Interview Questions
Q: What is (Medical Information Call Centre) MICC?
A: Pharmaceutical medical information call centre is the point of contact and having the responsibility of providing medical information to health care professionals, patients, and caregivers through various communication channels (eg: phone, Internet website, email, Letter, and fax).
Q: Need of MICC for a pharmaceutical company?
A: As per regulations, Pharmaceutical company need to monitor the adverse reactions for their products and provide requested information to the consumers.
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Q: How is the nature of work in MICC profile?
A: Pharmaceutical medical information call centres typically have three core activities. Collection adverse reactions and providing of information. Calls can be categorised into
- Providing Medical information (MI)
- Registering Product quality complaints (PQC)
- Collection of information for adverse drug Experience/Event (ADE)
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Q: MI calls and handling?
A: MI is Providing Medical information about questions or concerns about a product
Examples such as
- Is this product gluten free ?
- What kinds of dyes are in the product ?
- What is the imprint on the tablet ?
- What is the storage conditions of the medicine ?
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Q: What is PQC and how to deal with?
A: PQC is Product quality complaints. These are Complaints about the quality of a product
Examples such as
- 10 broken tablets in a 30tablet bottle
- the pills appear to be green when they should be white
- the induction seal is broken
- the product didn’t work
- Bad odour / taste
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Q: ADEs in MICC and dealing of those complaints?
A: Any adverse event associated with the use of a drug in humans, whether or not considered drug related, including the following:
An adverse event occurring from the course of the use of a drug product in professional practice, from the drug overdose, from the accidental, from the intentional, from an drug abuse, from an adverse event occurring from drug withdrawal, from any failure of expected pharmacological action
Examples such as
- while taking the product the patient experienced nausea
- the product made me lose my hair
- I was taking this product for diabetes but it didn’t help my diabetes
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Q: MICC Workflow?
A: MICC Detailed workflow as below
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Q: The follow-ups in MICC and how to handle follow-up Calls?
A: Follow up calls will be conducted in below scenarios such as
When MICC don’t have the information, which might be related to:
- MI: If allergen information not available in package insert.
- PC: If client requested for additional information or an investigation requested by reporter, to give out investigation report/conclusion
- ADE: If client/ Case processing team request for additional information either consumer or HCP.
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Q: MICC infrastructure equipments?
A: Infrastructure as
- Amazon cloud berry for call handling, recordings & storage
- Plivo for call handlings, recordings & storage
- Ring Central for call handlings, recordings & storage
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