Objective: Japanese pharmaceutical industries are being affected by various changes taking place around them such as the launching of new drugs which has brand-new mechanisms of action and/or are developed using the latest innovative technology. Due to these innovations, the roles and responsibilities of Consumer Consultation Services functions have become increasingly important from the perspective of enhancing the proper use of drugs. In addition, learning from the Great East Japan Earthquake Disaster and subsequent Fukushima Daiichi Nuclear Power Plant accident in March 2011, pharmaceutical companies have realized how Consumer Consultation Services functions should be continued under such disastrous situations. Subsequently, Consumer Consultation Services Study Committee in Japan Pharmaceutical Manufacturers Association (JPMA) has conducted a survey to its member companies to understand how they have adopted to such changes.
Design: The survey was conducted from October 1st to 24th in 2012 at 68 member companies of JPMA. The questionnaires consisted of the followings;
1. The current situation in Consumer Consultation Services
2. Contents of training programs for those who work in Consumer Consultation Services
3. Ideal Consumer Consultation Services functions
Results: Number of respondents was 68 companies.
1. The number of people who worked in the area of Consumer Consultation Services was 996. Of those, 769 were full time employees while 227 were contract employees. The number of inquiries related to prescription drugs was 160,394. This was +81.6% higher compared to the result from the previous survey which was conducted in 2006.
2. The result of survey showed that average time for learning medical/scientific knowledge and related information such as laws and regulations was 6.1 h per month per person. On the other hand, average time for acquiring skills for handling phone calls which should be fundamental for Consumer Consultation Services function was 2.6 h per month per person.
3. Of 68 companies, 65 (95.6%) have already prepared their own written Standard Operating Procedures for Consumer Consultation Services. Of 68 companies, 50 (74.0%) have reported to their Board of Directors the information received from external customers. On the other hand, only 12 companies out of 68 (17.6%) have developed a Business Continuity System for supporting the Consumer Consultation Services functions to continue its business in a serious situation such as huge disasters.
Conclusion: The result of the survey indicated that the number of inquiries which were received by Consumer Consultation Services has been increasing year by year. This also shows that we should recognize even more the importance of this function. It would be essential for Consumer Consultation Services to recognize the value of the information which are received from the external customers, and analyze them to find issues. It is important to establish a capable organization to contribute to the medical practices in terms of enhancement of appropriate treatment with our drugs.
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