User Survey of an Industry-Based Drug Information Service

Abstract

The Medical Correspondence Unit (MCU) of The Upjohn Company developed a questionnaire and conducted a pilot survey to ascertain user satisfaction with written MCU responses and to learn why healthcare professionals use MCU services. Between April and July 1988, questionnaires were mailed to non-Upjohn healthcare professionals with written MCU responses to written inquiries about marketed Upjohn human prescription pharmaceuticals. Most respondents indicated that the response arrived within a reasonable amount of time, was clearly and logically presented, appeared to be balanced, provided enough information, contained an appropriate conclusion or recommendation, and contained an adequate number of relevant references. Overall, most respondents rated MCU responses as adequate, very good, or excellent and indicated that the responses compared favorably with responses from other drug companies. Most questions arose because of a problem with a patient. When a patient was involved, most physicians applied the information to a patient.