Medical Information Call Centre

Medical Information Call Centre

Professional medical information services with 24/7 support and multilingual capabilities for healthcare providers and pharmaceutical companies

Medical Information Team
24/7 Support

Every inquiry handled. Every adverse event captured.

Your customers and healthcare professionals expect immediate, accurate responses. Our Medical Information Call Centre operates as your frontline—fielding product inquiries, capturing adverse events, and ensuring every interaction is documented to regulatory standards.

System Integration

Safety Databases CRM Systems Quality Management EHR Platforms

Seamless integration: We align with your SOPs, use your templates, and report directly into your safety database. Your callers get expert support; you get complete visibility and compliance assurance.

What We Handle

What We Handle

Every call answered. Every inquiry documented. Every AE captured.

Our Medical Information Call Centre handles the full spectrum of inbound communications for pharmaceutical companies:

  • Product Inquiries — Medical and product-related questions from healthcare professionals, patients, and caregivers about dosage, interactions, indications, and administration.
  • Adverse Event Intake — Structured adverse event capture using standardized intake forms, ensuring all minimum criteria are met for ICSR generation.
  • Product Quality Complaints — Documentation and triage of product quality issues including packaging defects, efficacy concerns, and formulation complaints.
  • Medical Affairs Support — Off-label inquiries, clinical trial questions, and medical reference requests handled by qualified medical professionals.
  • Multi-Language Support — Services available in English, Hindi, Tamil, and other languages to support your global patient and HCP communication needs.

Call Workflow

How It Works

Professional response. Regulatory compliance. Complete documentation.

Our call centre operates within a structured framework designed for pharmaceutical regulatory compliance at every touchpoint:

  • 01 Call Reception & Triage — Every inbound call received by trained professionals who categorize the inquiry type and assess urgency based on your product-specific protocols.
  • 02 Structured Documentation — All interactions documented using standardized templates aligned with your SOPs, capturing caller details, product information, and inquiry specifics.
  • 03 AE Identification & Escalation — Potential adverse events identified during any interaction are immediately flagged and escalated to your PV team with complete source documentation.
  • 04 Response Delivery — Callers receive accurate, approved medical information from your product reference library, with complex queries escalated to your medical affairs team.
  • 05 Reporting & Analytics — Regular reports on call volumes, inquiry types, AE capture rates, and response metrics delivered to support your operational planning.

Why Drugvigil

Why Choose Drugvigil

Your frontline. Our expertise. Complete compliance.

Pharmaceutical companies are legally required to provide accessible channels for adverse event reporting and medical inquiries. Running an in-house call centre with trained medical professionals, regulatory compliance, and 24/7 availability is a significant operational investment.

Drugvigil provides a fully managed, compliance-ready medical information service that integrates directly with your safety database and SOPs — giving you complete regulatory coverage without the operational overhead.

  • Trained medical professionals handling every interaction
  • Real-time AE capture and escalation to your PV team
  • Full SOP alignment with your pharmacovigilance system
  • Scalable capacity for product launches and recall events
  • Complete call documentation for audit and regulatory purposes

We are Drugvigil (pharmacovigilance service provider) headquartered in India. We also do our limited operations at Tbilisi, Georgia. We help pharmaceutical companies and healthcare professionals improve the safety of their products.

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