User Survey of an Industry-Based Drug Information Service

Baker, Robert P.

doi:10.1177/009286159002400136

Cited by 18 publications

(13 citation statements)

References 4 publications

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“…Demographic data about the inquirer (eg, profession, experience) and the reason for requesting the information were in general agreement with results reported by Baker (8). Also in accordance with the Baker sur vey, health professionals who responded to the survey rated the overall service and the written response very high.…”

Section: Discussionsupporting

confidence: 84%

“…Baker (8) asked for opinions regarding the expectation of how quickly requesters should receive a response. While a few (7%) felt that they should receive the re sponse within three to five working days, a majority felt that two to three weeks was acceptable.…”

Section: Discussionmentioning

confidence: 99%

“…Industry has examined its own services by either surveying various company drug information centers regarding their opera tions (6) or through user satisfaction sur veys (7,8). Baker (8,9) found that overall satisfaction with written drug information responses provided by the Upjohn service was very high.…”

mentioning

confidence: 99%

“…Baker (8,9) found that overall satisfaction with written drug information responses provided by the Upjohn service was very high. Similarly, the user survey conducted by Pfizer found that complete ness and timeliness of its drug information responses were satisfactory (7).…”

mentioning

confidence: 99%

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Evaluation of an Industry-Based Drug Information Service

Hoffman

Gumbhir

1993

Drug Information Journal

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A questionnaire was sent to 1,000 health professionals who had requested medical information from Marion Merrell Dow between 9/10/91 and 11/15/91. The ques tionnaire was designed to elicit the health professionals' opinions regarding the writ ten response provided to them by the company, the type or format of the information that should be provided, and the usefulness of various industry-sponsored sources of medical information. Two hundred and fifty-nine questionnaires (25.9%) were returned. Overall, 97% of the responders rated the written response as good, very good, or excellent; 98% rated the objectivity of the response as good or higher. De tailed summaries were sent to 83 % of the inquiries. A detailed, referenced summary was preferred by 47% of the responders compared to 33 Ψο who wanted reprints. Con tinuing education symposia and medical information services were rated as the most useful sources of company-sponsored information sources over package inserts, sales representatives, and journal advertisements.

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Section: Discussionsupporting

confidence: 84%

Section: Discussionmentioning

confidence: 99%

mentioning

confidence: 99%

mentioning

confidence: 99%

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Evaluation of an Industry-Based Drug Information Service

Hoffman

Gumbhir

1993

Drug Information Journal

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“…In several questions, respondents were asked to rate their expectations of a number of attributes of a drug information response, including response time, objectivity, depth of discussion, completeness, accuracy, clarity, presentation of data, references, relevance to the inquiry, applicability to patient care (not included in the representatives' survey), and courtesy of personnel. These attributes are a synthesis of questions used in a number of earlier studies (2,3,4); suggestions made by Roche drug information and sales personnel; and comments made by the non-Roche health professionals involved in survey pretesting.…”

Section: Survey Designmentioning

confidence: 99%

Hoffmann-La Roche Ltd. Drug Information & Safety Department Survey of Customer Needs and Satisfaction

Rawn

1999

Drug Information J

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The purpose of this survey was to evaluate customer satisfaction with the servicesprovided by the Hoffmann-La Roche Ltd. (Roche) Drug Information and Safety Department, and to identib the department S strengths and areas for improvement. Bilingual surveys (English or French) were sent to 100 hospital pharmacists, 100 cornmunit). pharmacists, 100 physicians, and 30 drug information centers randomly selected from a list of all inquiries made between November I. 1996 and February 27, 1997. A slightly different version of the survey was sent to 125 Roche sales representatives. The response rate was 51.2%.Respondents reported a high level of overall satisfaction with Roche drug information services. In general, there was a good correlation between customer needs and customer satisfaction with the services offered. Areas of strength were identified as courtesy of personnel, accuracy, and relevance to the inquiry. The tnujor urea for improvement was found to be response time. Strategies for improvement include expanding the range of topics available through the "Fax on Demand" system, raising customer awareness of this system, streamlining the process of handling information requests, and using a drug information website with an externully accessible database to reduce the workload of the Roche Drug Information and Safety Department.

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Pharmaceutical information: A 30‐year perspective on the literature

Bawden¹,

Robinson²

2011

Annual Review Info Sci & Tec

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User Survey of an Industry-Based Drug Information Service

Cited by 18 publications

References 4 publications

Evaluation of an Industry-Based Drug Information Service

Evaluation of an Industry-Based Drug Information Service

Hoffmann-La Roche Ltd. Drug Information & Safety Department Survey of Customer Needs and Satisfaction

Pharmaceutical information: A 30‐year perspective on the literature

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