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Amat C, Sarycheva A, Rodellas C, et al. Assessment of the e-Answers Initiative, a New Model for Response by Email to Scientific Information Requests Carried Out by the Medical Information Service of Novartis Pharmaceuticals in Spain: Results of an Internal Satisfaction Survey. Ther Innov Regul Sci. 2015;49(4):547-552doi: 10.1177/2168479014567320.
Amat, C., Sarycheva, A., Rodellas, C., Diaz-Fort, A., & Berge, E. (2015). Assessment of the e-Answers Initiative, a New Model for Response by Email to Scientific Information Requests Carried Out by the Medical Information Service of Novartis Pharmaceuticals in Spain: Results of an Internal Satisfaction Survey. Therapeutic innovation & regulatory science, 49(4), 547-552. https://doi.org/10.1177/2168479014567320
Amat, Clara, et al. "Assessment of the e-Answers Initiative, a New Model for Response by Email to Scientific Information Requests Carried Out by the Medical Information Service of Novartis Pharmaceuticals in Spain: Results of an Internal Satisfaction Survey." Therapeutic innovation & regulatory science vol. 49,4 (2015): 547-552. doi: https://doi.org/10.1177/2168479014567320
Amat C, Sarycheva A, Rodellas C, Diaz-Fort A, Berge E. Assessment of the e-Answers Initiative, a New Model for Response by Email to Scientific Information Requests Carried Out by the Medical Information Service of Novartis Pharmaceuticals in Spain: Results of an Internal Satisfaction Survey. Ther Innov Regul Sci. 2015 Jul;49(4):547-552. doi: 10.1177/2168479014567320. PMID: 30222434.
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Ther Innov Regul Sci. 2015 Jul;49(4):547-552. doi: 10.1177/2168479014567320.

Assessment of the e-Answers Initiative, a New Model for Response by Email to Scientific Information Requests Carried Out by the Medical Information Service of Novartis Pharmaceuticals in Spain: Results of an Internal Satisfaction Survey.

Therapeutic innovation & regulatory science

Clara Amat, Anastasia Sarycheva, Cristina Rodellas, Agnès Diaz-Fort, Elisenda Berge

Affiliations

  1. 1 Novartis Farmacéutica SA, Barcelona, Spain.
  2. 2 Trial Form Support SL, Barcelona, Spain.

PMID: 30222434 DOI: 10.1177/2168479014567320

Abstract

BACKGROUND: The aim of this study was to evaluate internal customer satisfaction with the Medical Information Service of Novartis Farmacéutica after changing to a new model of response by email to scientific information requests (the e-Answers initiative).

METHODS: A survey, conducted 3 months after the e-Answers initiative was implemented, was designed to determine the profile of each respondent and included 10 multiple-choice questions on user satisfaction. A 7-point Likert-type scale was used whenever possible.

RESULTS: A total of 97 responses (50.5%) were analyzed. Overall satisfaction with the change was favorable for 94% of respondents, and 94% and 97% of respondents evaluated favorably the elimination of paper load and the decrease in environmental impact, respectively. Satisfaction with response time since implementing the new model was positive for 91% of the respondents.

CONCLUSION: In this anonymous survey with high participation of service users, the e-Answers initiative was evaluated positively.

Keywords: copyright; drug information service; medical information; pharmaceutical industry; satisfaction; survey

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