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Tuesday, June 20 • 2:00pm - 3:15pm
#246: Medical Information and the Patient: Effective Communication and Handling of Requests

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Component Type: Session
Level: Intermediate
CE: ACPE 1.25 Knowledge UAN: 0286-0000-17-516-L04-P; CME 1.25; IACET 1.25; RN 1.25

This session will share ideas for how to better engage patients who contact us for medical information, including information that is outside the product label. We will explore the rules and regulations surrounding the provision of “consistent-with” label information to consumers and review the global patient demand for medical information and novel approaches or new methods for engaging patients. The session will feature how one company has been engaging patients in Latin America via phone, email, and various apps as well as another company's experience with creating and fulfilling patient questions with standard documents that were developed specifically for them – the information used, the approval process, and the feedback that has been provided regarding such documents.

Learning Objectives

Discuss ways to better meet patient medical information needs; Define off label; Recognize gaps in using the product label to determine appropriateness of content to be disseminated; Identify methods to bridge the gaps to optimize the customer experience; List some key considerations around providing written medical information responses to patients and caregivers.


Sara Doshi, PharmD


Engaging Patients
Debbie Tennant, PharmD, RPh

Driving New Experiences Forward: Implementing Consumer Response Documents
Brandi Fannon Gregg, PharmD

Tailoring Medical Information to Patients: Answering Questions Effectively and Efficiently
Hanady Elhadidy, PharmD

avatar for Sara Doshi

Sara Doshi

Director, Medical Information Strategy and Capabilities, GMI, Eli Lilly and Company
Sara graduated with her PharmD from Butler University and then completed the Purdue University/Eli Lilly and Company Drug Information Residency. She then accepted a role with Global Medical Information (GMI) at Lilly. Sara spent several years supporting numerous products/therapeutic... Read More →

avatar for Hanady Elhadidy

Hanady Elhadidy

Associate Director, Medical Information, Bristol-Myers Squibb
Hanady is the Medical Contact Lead for Latin America, Pacific Rim, and Middle East Africa at Bristol-Myers Squibb and is responsible for operational excellence in providing Medical Information to Patients and HCPs via the Medical Contact Centers. Hanady has served in a variety of... Read More →
avatar for Brandi Gregg

Brandi Gregg

HCP Associate, UCBCares, UCB, Inc.
Brandi Gregg is a pharmacist at UCB, Inc. in their patient-inspired solution center, UCBCares®. She received her Pharm.D. in 2010 from Mercer University College of Pharmacy. Her previous professional experience includes pharmacy management in a corporate retail setting and pharmacist... Read More →

Debbie Tennant

Director, Medical Information, Pfizer Inc.
Debbie currently leads the North America Anti-Infective, Biosimilars, and Injectables therapeutic team for Pfizer Medical Information. Prior to joining Pfizer, Debbie worked in Medical Information at Hospira. She also has experience in hospital pharmacy, serving in various roles such... Read More →

Tuesday June 20, 2017 2:00pm - 3:15pm CDT
S503ab McCormick Place 2301 South Martin Luther King Jr. Drive, Gate 4 Chicago, IL 60616
  03: MedAffairs-SciComm, Session