A specific clinical question from a healthcare professional or patient about a product — dosing, interactions, off-label use, safety — submitted through a structured channel and routed to your medical information team for a documented, individual response, distinct from general marketing content.
Unlike a general enquiry, a medical information request usually asks something specific enough that a generic FAQ answer would not suffice, and the response itself may need to reflect off-label or unpublished information appropriate only for that specific, verified requester.
A form capturing what your medical information team actually needs to respond effectively, with routing to the correct internal team by product, market and language. See medical information portal for how that structure is built.
We build the intake and routing system; your medical information team provides the actual clinical response, which stays outside our scope entirely.
No, these are distinct processes — a medical information request is a question about a product’s use, dosing, or data, handled through a different workflow than an adverse event report, which has its own regulatory reporting timeline. See how to report adverse events on a website for that separate, safety-specific channel.
Both healthcare professionals and patients can typically submit a medical information request, though the depth and content of the response usually differs based on who is asking, since some information is only appropriate for a qualified HCP audience. The website should route each submission accordingly rather than treating every request identically.
It depends on the content of the response being given — a general question may not require verification, while access to more detailed clinical information often does. See HCP authentication for how that verification step typically gets scoped on a pharma website depending on what is being asked.
Response time targets are usually set by your medical information or pharmacovigilance function based on internal service standards, not a universal external deadline. The website’s role is to route the request to the right team promptly and confirm receipt to the submitter, so any delay sits with internal handling rather than the intake process itself.
Tell us your current process and we will tell you how we would structure it.