Responding to unsolicited medical requests from health care professionals on pharmaceutical industry-owned social media sites: Three pilot studies

Abstract

Background: The use of social media has risen tremendously over the past decade with usage rates spanning from 5% American adults in 2005 up to 69% in 2016. A 2011 survey of 4033 clinicians found that 65% physicians use social media for professional purposes. To meet the changing needs and preferences of their customers, medical information departments within the pharmaceutical industry must continue to assess new digital channels such as social media and evolve their medical information services. Objective: The objective of the study was to pilot the use of social media as an additional channel to respond to unsolicited medical requests from health care professionals (HCP RUR) directed toward the pharmaceutical industry. Methods: From November 2016 to June 2017, 3 pilots were conducted during 3 professional congresses: the 2016 American College of Rheumatology Annual Meeting, the 2017 American Society of Clinical Oncology Annual Meeting, and the 2017 American Headache Society Annual Scientific Meeting. For each social media account, an identified community manager monitored the incoming account feed for proper triaging of posts. When an unsolicited medical request appeared, the community manager routed the question to the Tier One medical information contact center agents to respond. The following metrics were collected: total number of unsolicited requests directed to medical information contact center agents, total number of unsolicited requests that required escalation to Tier Two medical information associates, total number of unsolicited requests that were confirmed US HCPs, total number of unsolicited requests received after hours, and total number of unsolicited requests that were redirected to a different channel. Results: During the 3 pilots, 9 unsolicited medical requests were received with request numbers ranging from 2 to 4 requests per pilot. Of these, 1 was from a confirmed US HCP that required escalation to the Tier Two medical information associates. A majority of requests (7 out of 9) came in after the scheduled monitoring hours. There were 4 requests redirected to the medical information contact center phone number. The marketing accounts received more unsolicited medical requests than the corporate accounts (7 vs 2, respectively), and the 3 Twitter accounts saw more overall engagement (ie, medical requests and other general engagement) than the LinkedIn account. Conclusions: A limited number of medical questions were asked by confirmed HCPs using social media during the 3 pilots. New innovative medical information contact center channels often take time to build awareness. Continued channel awareness is needed to fully understand the channel's desired use. Because consumers currently make up a majority of social media engagement, companies should look into creating a combined consumer and HCP RUR strategy to provide a better experience for all customers.