Global medical information requests to Eli Lilly had grown 7% per year since 2008 and new product launches were putting a huge strain on call centres.
Lilly tasked us with developing a strategy and building a future-facing solution to deliver medical information at the point of need in a meaningful, timely, relevant and compliant manner.
We combined SEO tactics, user-centred design and a training course, for medical content writers, making this approach the first of its kind:
In the past, responding to medical information requests was a costly, time consuming experience, involving call centres, 15-page letters, medical advisors and long waiting times. Now, HCPs can get the information they need reliably and efficiently right at the point of need.
In the first full year post launch, the Medical Cascade provided more than 23,000 answers to medical information requests via the online portal at a significantly reduced cost. It also achieved 94% user satisfaction and it has inspired other pharmaceutical manufacturers aiming to deliver medical information.
With the fast paced environment at the pharmacy, the ability to immediately access this information by simply searching in Google, and with the assurance of a reliable source, helps me deliver better advice and care to my patients in real time. In my opinion, we should have this service available for all approved medicines.
PHARMACIST
Blue Latitude Health | 26th November 2015
We are pleased to announce that Blue Latitude Health has won a PMEA 2015 award for our work with Eli Lilly and Company on the Lilly Medical Information Cascade. The project was shortlisted in two categories, and it won the Innovation award.
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