Abstract
Background
The aim of this study was to evaluate internal customer satisfaction with the Medical Information Service of Novartis Farmacéutica after changing to a new model of response by email to scientific information requests (the e-Answers initiative).
Methods
A survey, conducted 3 months after the e-Answers initiative was implemented, was designed to determine the profile of each respondent and included 10 multiple-choice questions on user satisfaction. A 7-point Likert-type scale was used whenever possible.
Results
A total of 97 responses (50.5%) were analyzed. Overall satisfaction with the change was favorable for 94% of respondents, and 94% and 97% of respondents evaluated favorably the elimination of paper load and the decrease in environmental impact, respectively. Satisfaction with response time since implementing the new model was positive for 91% of the respondents.
Conclusion
In this anonymous survey with high participation of service users, the e-Answers initiative was evaluated positively.
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Clara Amat and Anastasia Sarycheva contributed equally to this work
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Amat, C., Sarycheva, A., Rodellas, C. et al. Assessment of the e-Answers Initiative, a New Model for Response by Email to Scientific Information Requests Carried Out by the Medical Information Service of Novartis Pharmaceuticals in Spain: Results of an Internal Satisfaction Survey. Ther Innov Regul Sci 49, 547–552 (2015). https://doi.org/10.1177/2168479014567320
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DOI: https://doi.org/10.1177/2168479014567320