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What do you do when a healthcare professional emails your company about off-label use
- Or when a patient wants clarity on a side effect they’ve experienced?
- Or when a patient isn’t sure how to operate their medical device?
- Or when a patient forgets a dose and needs guidance?
- Or when a pharmacist runs into problems with the storage and stability of your product?
These aren’t just routine inquiries — they’re Medical Information Requests (or Medical Enquiries), and the way you handle them can shape everything from your compliance status to brand trust.
In today’s highly regulated pharmaceutical environment, every request is a moment of truth. They test not only your scientific credibility, but also your ability to respond clearly, compassionately, and in full compliance with national and European regulations.
In this post, we’ll walk you through the lifecycle of a medical enquiry, highlight the skills and systems you need to manage them effectively, and show how a simple question can evolve into a critical regulatory touchpoint.
What are Medical Information Requests (Medical Enquiries)?
A Medical Information Request—also known as a Medical Enquiry—is a spontaneous question or request for scientific information about a company’s medicinal products or related therapeutic areas. These requests can be submitted by:
They may cover topics from dosage and drug–drug interactions to use in special populations, off-label questions, device operation, storage and stability, or side-effect clarifications, and can arrive via email, phone, medical representatives, or digital platforms.
These activities fall under the responsibility of a company’s scientific services or its marketing authorization holder and must comply with:
The guiding principles? Responses must be scientifically accurate, objective, and non-promotional, and — importantly — tailored in tone and level of detail to the recipient, always prioritizing patient safety and healthcare professional autonomy.
Why medical enquiries deserve strategic focus
While responding to medical enquiries is a regulatory requirement, it’s also a unique opportunity to showcase your company’s deep therapeutic expertise and strengthen your brand as a scientifically responsible partner. Done well, this process can:
In short: it’s not just about compliance. It’s about credibility, expertise, and real-world impact.
Regulatory landscape: turning compliance into clarity
You know that medical enquiries fall under your scientific services and are governed by a patchwork of EU and local laws. But how can you use that framework to your advantage?
Rather than seeing these rules as restrictions, the most successful companies leverage them to build consistent, credible processes—from triage and evidence review to documentation and follow-up—ensuring every response is scientifically accurate, objective, and tailored in tone and depth to the recipient.
A well-understood regulatory foundation not only satisfies auditors but also fosters internal clarity, external trust, and reinforces your role as a true scientific partner to healthcare professionals and patients alike.
The medical enquiry lifecycle: from question to confidence
Let’s look at the typical journey of a medical enquiry and what it takes to respond appropriately at each stage.
Building a world-class medical information team
Delivering top-notch medical information requires more than subject-matter knowledge; it demands a blend of specialized skills and competencies:
Investing in these capabilities not only elevates response quality but also builds the robust processes you need to handle complex or novel enquiries with confidence and full compliance.
High-quality medical information isn’t just expertise — it’s grounded in rigorous policy adherence and scientific integrity. By ensuring every response is accurate, reliable, and fully aligned with regulations, you reinforce your credibility and trustworthiness in the eyes of healthcare professionals, patients, regulators, and consumers.
Turning enquiries into brand-building opportunities
Medical information requests aren’t just service interactions—they’re moments to reinforce your scientific integrity and corporate reputation:
By viewing each enquiry as a brand engagement, you cultivate lasting trust and differentiate your organization in a competitive market.
How QbD Group can support your medical information processes
QbD Group offers end-to-end support for handling Medical Information Requests and Enquiries, ensuring every response is compliant, scientifically sound, and strategically aligned:
Ready to transform your medical enquiry process into a strategic asset?
Contact QbD Group today to discover how we can help you strengthen your Medical Information Requests and Medical Enquiries—from regulatory compliance to scientific excellence.
Contact QbD Group today to discover how we can help you strengthen your Medical Information Requests and Medical Enquiries—from regulatory compliance to scientific excellence.
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