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Pharmacovigilance - The Importance of Automating Phone Number Testing

Updated: Aug 20


Pharmacovigilance (PV) is an essential component in ensuring the safety of medicines. It encompasses the science and activities relating to the detection, assessment, understanding, and prevention of adverse effects or any other drug-related problem. As the global pharmaceutical industry expands and the use of medicines increases, the importance of pharmacovigilance has never been more pronounced.

Pharmaceutical phone line testing
The world of Pharmacovigilence

One pivotal aspect of PV that often goes unnoticed is the robustness and efficiency of phone lines dedicated to reporting adverse events. In this blog, we will delve deep into the importance of testing these phone lines and discuss why an automated testing tool is indispensable for this purpose.

Phone lines, often known as adverse event (AE) reporting hotlines, serve as a direct link between the pharmaceutical company, healthcare professionals, and patients. These are the channels through which vital information regarding the safety and efficacy of drugs is relayed.

Global pharmacovigilance market to value almost $15bn by 2028

The Role of Phone Number Testing in Pharmacovigilance

  1. Direct Reporting: Patients or healthcare professionals can report adverse reactions or any other concerns they have with a particular drug. This provides real-time, firsthand information that can be crucial in detecting and addressing potential problems with a medicine.

  2. Information Dissemination: These lines also serve as a means to disseminate information to patients or healthcare providers, be it about the safe use of the drug, potential side effects, or any recalls.

  3. Building Trust: A responsive phone line helps build trust between the pharmaceutical company and the public. When individuals know they can easily reach out and communicate their concerns, it fosters a sense of transparency and accountability.

Why Testing Phone Lines is Crucial

Given the pivotal role of these phone lines, ensuring their functionality, clarity, and responsiveness becomes imperative. Here's why:

Emergency on call in Pharma
  • Ensuring Accessibility: A non-functional or intermittently working phone line can mean missed reports, leading to potential delays in identifying and addressing adverse events.

  • Maintaining Reputation: Regular downtime or inefficiencies can mar the reputation of the pharmaceutical company, making them appear careless or unresponsive.

  • Regulatory Compliance: Many regulatory bodies mandate the presence and efficient functioning of such phone lines. Any lapses can lead to severe penalties, both financial and in terms of reputation damage.

Why Use an Automated Testing Tool?

Phone number testing manually is labor-intensive, error-prone, and can be easily overlooked, especially if the process is tedious. This is where the need for automated testing tools comes into play.

  1. Consistency: Automated tools can perform tests at regular intervals, ensuring that any downtime or inefficiency is immediately flagged in phone number testing.

  2. Comprehensive Testing: While manual testing may just involve checking if the line is active, automated tools can test various aspects like call clarity, response times, and even the functionality of interactive voice response (IVR) systems.

  3. Documentation and Reporting: Automated tools generate logs and reports, making it easier for quality assurance teams to review the performance and take necessary actions.

  4. Efficiency: Automation reduces the need for human intervention, making the process more efficient and cost-effective.

  5. Flexibility: These tools can be programmed to run tests during off-peak hours, ensuring that genuine callers face no hindrances.

Incorporating Automation in PV Phone Line Testing

When selecting or designing an automated tool, companies should ensure:

  1. User-friendliness: The tool should be easy to set up and use.

  2. Customization: It should be adaptable to the unique requirements of each phone line setup.

  3. Real-time Alerts: Immediate notifications in case of failures or issues are crucial for quick resolution.

  4. Integration Capabilities: The tool should integrate seamlessly with other systems in place, such as incident management systems or customer relationship management (CRM) platforms.

So what next?

Pharmacovigilance is a critical area in ensuring drug safety, and the importance of robust, efficient phone lines in this arena cannot be overstated. These lines serve as lifelines for patients and healthcare professionals, ensuring that they have a channel to report concerns and seek information.

As the pharmaceutical landscape becomes increasingly complex, the need for stringent measures to ensure the efficiency of these phone lines also grows. Automated testing tools offer a solution that is not only efficient but also consistent, comprehensive, and cost-effective. By integrating such tools into their quality assurance processes, pharmaceutical companies can uphold the trust placed in them by the public and remain compliant with regulatory standards, all while ensuring the highest standards of patient safety.

Get in touch with the team here at Klearcom today and let's discuss how best we can facilitate your testing needs, whether it's IVR testing, Phone number testing or even Contact Center testing. The unified SaaS service we offer at Klearcom allows you test all of these services and more, in a single test.

Contact Klearcom today:

INTL: +353 1 5256748

USA: 8669866016

or visit our website to book a free trial.

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