Healthy Skepticism Library item: 7919

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Publication type: Journal Article

Murray SG, Albano DL, Buttaro ML, Goldkamp AH.
Evaluation of health care professional satisfaction with a pharmaceutical industry's standard response letters and assessment of their impact on prescribing behavior
ASHP Midyear Clinical Meeting 2000 Dec; 35:

Abstract:

Global Product Information (GPI) is a Division of the Global Medical Affairs (GMA) Department of Wyeth-Ayerst Pharmaceuticals (WAP). GPI is primarily a service organization whose core activity is to respond to requests for medical information regarding Wyeth-Ayerst products. As with any service organization, it is beneficial to know if the service provided satisfies the needs and expectations of the customer. It also would be beneficial to know if responses to specific questions have an effect on health care professionals’ (HCPS) prescribing habits. Therefore, this research project was initiated to (1) measure U.S. HCP satisfaction with respect to the timeliness and content of standard response letters (SRLs), and (2) determine the impact of a specific SRL on HCP prescribing behavior. Possible future research will be directed toward our internal customers. This evaluative study utilizes a 7 question qualitative survey to measure HCP satisfaction with GPI SRLs and the impact of these letters on HCP prescribing behavior. The self report survey is a 4×6 inch business reply card (BRC) containing 7 qualitative questions developed internally by the GPI Research Project Team. The BRC is sent with all SRL mailings to HCPs over at least a 3 month period. Measures of central tendency (mean, median, and mode) and frequency will be evaluated for data generated from survey questions. Categorical data will be analyzed using Chi Square methodology. Spearman’s Rank Correlation Coefficient will be used to assess the impact of HCP satisfaction with the SRLs on prescribing behavior.