Medical Information on Demand

Hoffmann-LaRoche's Drug Information Department was facing up to 500 requests every month for information about Roche products. Many were repetitive and routine, but their sheer numbers required the full-time dedication of four drug information professionals. The department's mandate is to deliver medical information quickly to Roche customers: health care providers and Roche field representatives, as they request it.

The challenge then was how to handle an increasing demand for information on drug products without adding to headcount. A fax back system with a toll free number was decided upon, making available more than 600 documents, in both official languages (English and French), on commonly asked about topics on Roche drugs to health care providers. While Fax-on-Demand is not the answer to all questions, it can handle most repeat questions, and may become the preferred venue when health care professionals need fast access to scientific information.