Industry-Based Medical Communications: Benchmarking Survey of Quality Assurance Practices

Abstract

The quality of information provided by pharmaceutical and biotechnology companies in response to unsolicited requests is of great importance. A survey was conducted to benchmark the quality assurance practices of medical communications departments, their vendors, and their corporate partners. Survey questions were developed based on Genentech Medical Communications quality assurance practices. Between September and December 2001, the survey, a letter requesting participation, and a postage-paid return envelope were mailed to 743 companies. Responses could be mailed, faxed, e-mailed, or provided by telephone. Twenty-nine responses (4%) to our survey were received. The majority of respondents have response documents reviewed for quality assurance purposes. About half of departments perform quality assurance on themselves; one-third record calls. The majority of those who use a vendor perform quality assurance on them; half record calls. There was little quality assurance of corporate partners among respondents.