Medical inquiry intake and triage that finds every adverse event and complaint, and hands it off inside one business day
Every medical question is read and screened as it arrives, and every hidden side effect or complaint is handed off inside one business day.
See one case, screen by screen ↓Most people who contact medical information do not say “I want to report a side effect.” A pharmacist asks about an interaction and mentions in passing that the patient had a GI bleed last week. A patient asks whether to take her next dose on Friday, and the reason is that her pen did not click and her thigh is red, hot and swollen. The adverse event, the product complaint and the special situation are all inside a question about something else.
The clock does not wait for anyone to notice. Day 0 is the moment anyone working for the company first heard it — the contact centre on a Friday evening included — and safety and quality expect the hand-off inside one business day. Specialists re-key the same call into the safety form and the complaint form, lot VB26-0417 ends up in the quality system as VB26-0471, and the gaps only show up when someone reconciles the medical information log against the safety database at month end.
Estimated split for one inquiry that carries an adverse event and a product complaint, by hand and with the solution, in hours.
Specialist agents read, screen, route and hand off every inquiry, then reconcile each month; a medical information specialist confirms every hand-off.
At 10:18 on a Wednesday, a patient calls line 2 about her Veltrimab pen. Here is what happens next, screen by screen, in the working solution — and what happens to the inquiries that hide a safety signal less obviously.
Dana opens the Switchboard: 168 inquiries in the last 24 hours across phone, email, web form, chat and field requests, each read by the intake agents. 36 went to safety or quality, all inside one business day. Four things wait for her — and two hidden signals were found today.
“Day 0 is the moment anyone at Northwind first heard it · one business day to reach safety or quality.”
Grace Whitfield, 54, calls about her Veltrimab pen: on Sunday it did not click and the medicine ran down her leg. The transcript streams turn by turn, and the agents highlight the reporter, the patient, the product and the complaint as they are said. Before Grace has finished, a prompt appears for Sam.
“Ask now: Ask for the lot number — it is printed on the pen label.”
Grace describes a red, hot, swollen patch the size of her palm and a fever of 101. Reporter, patient, product and event are all there, each cited to her words, with four MedDRA preferred terms. In parallel: a product complaint (device — activation failure and leakage, lot VB26-0417, exp 03/2027, found in the batch register) and a special situation, an incomplete dose because the pen failed.
“Four criteria met — this call is a valid adverse event report.”
The safety hand-off SH-26-03118 for Lena Ortiz in pharmacovigilance intake is pre-filled: Day 0 Wed Oct 7, 10:18, the events in Grace’s words and as MedDRA terms, seriousness “Not serious as reported — no hospital stay; doctor visit tomorrow”, consent to contact Dr. Alan Brooks at Lakeside Dermatology. Beside it: complaint QC-26-01562 for Omar Haddad, the standard answer on missed doses, and a pen replacement request.
Drafted by the hand-off writer at 96% confidence — nothing is sent until a person confirms.
Dana reads the drafts and presses “Confirm and send 2 hand-offs”. Safety receives SH-26-03118 as case PV-2026-118741; quality receives QC-26-01562 as CMP-26-4468, with a return kit on its way to Grace. Both were sent six minutes after Day 0, with the source and citations attached.
“Should I take my next dose on Friday?” is matched to SRD-VLT-014, Veltrimab — missed or incomplete dose, v4, June 2026: inject the next dose as soon as you remember, do not inject two doses, and talk to your doctor first if there are signs of an infection or a skin reaction. “Can I get a replacement pen?” goes to patient support as PS-26-00841.
Ben Carter, PharmD, at Riverside Community Pharmacy emails about Corventa with clarithromycin. In the second paragraph: his patient, Mr. D., 71, “had a GI bleed last week” and “was admitted for two nights”. The safety screen finds all four criteria, records it as serious as reported, and drafts the safety hand-off next to the standard answer on strong CYP3A4 inhibitors.
“The question is about an interaction; the adverse event is in the second paragraph. The sender did not mark it as a safety report.”
Joanne Reyes, RN, at Heartwell Cardiology Clinic writes that “some of my patients get headaches on Corventa”. Reporter, product and event are there, but no single identifiable patient. The agents do not decide it is not a case: they draft the hand-off, name the missing criterion, and leave Dana two choices — forward with a follow-up request, or not an adverse event report.
“Your rule says to forward incomplete reports so safety can follow up — confirm or mark it as not a case.”
For September, 548 safety hand-offs and 287 complaints are matched with the safety database and quality system exports: 544 of 548 match on the same case and the same Day 0. Six lines are explained from the delivery log — a hand-off bounced by a full backup mailbox, a case with no hand-off record, a Friday call recorded with Monday as Day 0, a time-zone difference, a follow-up entered as the first report, and a lot number with two digits swapped.
“544 of 548 safety hand-offs matched — 6 gaps explained, each with a proposed action.”
Dana applies the six proposed actions — resend with the original Day 0, link the inquiry to the safety case, request the Day 0 and lot corrections, accept the time-zone match — and signs the September reconciliation with her password and the meaning “Reviewed and approved”. The signature is recorded in the audit trail with the date and time, and the report goes into the inspection file.
The same call, seen by the four people who carry it — from the specialist on the line to the teams who receive the hand-offs.
Specialist agents read, screen, route and hand off every inquiry, then reconcile each month; a medical information specialist confirms every hand-off.
Takes every inquiry from calls, the MI mailbox, the website form, chat and MSL requests, turns it into one clean record and splits it into separate questions, each in the requester’s own words.
Recognises the product — including misspellings like “veltremab” — and who is asking: patient, caregiver, physician, pharmacist, nurse; records the contact details and whether consent to contact was given.
Looks for any adverse event and every special situation — pregnancy, overdose, medication error, misuse, lack of effect, off-label use — checks the four minimum criteria with the exact words, and codes events to MedDRA preferred terms.
Spots product complaints — pen did not activate, leaks, bent needles, discoloured tablets, particles — and captures lot, expiry and whether a sample can be returned, checking the lot against the batch register.
Matches each question to an approved standard response, or routes it to a custom answer or medical review when it is off-label, sends access and cost questions to patient support, and starts every clock from Day 0.
Pre-fills the safety hand-off and the quality complaint with every field cited to the caller’s or writer’s words, ready for a person to confirm.
Matches every hand-off with the safety database and the quality system each month, explains each gap and Day 0 difference from the delivery log, and prepares the sign-off report.
Confirms each hand-off; the intake lead signs the month. The agents propose; a named person decides.
Everyone on the team can ask in plain words — or tell it what to change. Every answer shows the exact words behind it.
Show calls with a pen problem on Veltrimab
Three inquiries this week describe a Veltrimab pen problem: MI-26-10482, live — did not click, leaked, lot VB26-0417; MI-26-10473 — needle bent, no dose, lot VB26-0388; MI-26-10468 — bruising and pain, technique, not a defect. Two are complaints with an incomplete or missed dose.
Anything else on lot VB26-0417?
Two complaints name VB26-0417: today’s call, MI-26-10482 (pen did not click, medicine leaked), and QC-26-01488 from Sep 19 (partial injection). QC-26-01488 was entered in the quality system as VB26-0471 — two digits swapped; the September reconciliation found it. With the correction, Quality will see two activation failures on one lot.
What did September’s reconciliation find?
Both sides hold 548 safety records — but the counts hide the gaps. 544 of 548 safety hand-offs matched cleanly, and 286 of 287 complaints. Six lines need a decision, from a hand-off the backup mailbox bounced on Sep 18 to a Day 0 recorded as Monday Sep 14 for a call on Friday Sep 11 evening. Each has a proposed action.
Treat “the pen stopped working” as a possible lack of effect
Done. New screening rule: “It stopped working” is screened as a possible lack of effect — a special situation reported to safety — in every channel. Re-screening this week’s inquiries finds no new case; the next one will be flagged on arrival. The rule is on in Settings and recorded in the audit trail.
13 screens from the working solution, on its sample data. Pick one to see it large.
What the agents screen for, the clocks, who receives each hand-off and who confirms it are settings — and a new rule can be described in plain words.
| Setting | Default | Choose from |
|---|---|---|
| Forward incomplete adverse events | On | Three of four criteria → forward with a follow-up request; safety decides validity |
| Report special situations without harm | On | Pregnancy and breastfeeding, overdose, misuse, medication errors, incomplete doses, off-label use with an outcome |
| Device problems always open a complaint | On | Pen did not activate, leaks, bent needles, cracked windows — with lot, expiry and sample |
| Prompt the specialist during live calls | On | Lot number, age and consent to contact the doctor, while the caller is on the line |
| Safety hand-off clock | 1 business day | 1 business day · 24 hours · 4 hours |
| Quality hand-off clock | 1 business day | 1 business day · 24 hours |
| Custom answer and medical review | 5 business days | 5 · 10 business days |
| Who confirms a hand-off | Any medical information specialist | Any medical information specialist · Intake lead only |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample inquiries · “target” = the design goal, measured in the live solution · “estimated” = our estimate · “typical” = published pharmacovigilance intake standards (one-business-day hand-off; EU GVP Module VI for Day 0). People, companies and products named on this page are fictional — characters and sample data in the working solution.
It is the first step for every inquiry that reaches medical information: logging it, working out who is asking about which product, screening it for adverse events, special situations and product complaints, and routing each question to an answer, medical review, patient support, safety or quality. Medical Inquiry Intake does this with agents for every channel, and a person confirms every hand-off.
The safety screen reads every inquiry for any untoward medical occurrence, even inside a question about something else, and checks the four minimum criteria — an identifiable reporter, an identifiable patient, a suspect product and an adverse event — with the exact passage for each. In the working solution it found a serious GI bleed in the second paragraph of a pharmacist’s question about an interaction.
The agents still draft the safety hand-off and name the missing criterion. Your rule decides the default — forward with a follow-up request so safety can follow up — and a person confirms it or marks it as not a case. The agents never rule out a case on their own.
Yes. The quality screen picks up device problems and defects — a pen that did not activate, leaks, bent needles, discoloured tablets — with lot, expiry and sample status, and checks the lot against the batch register. Pregnancy, overdose, medication errors, misuse, lack of effect, incomplete doses and off-label use are flagged as special situations even without harm.
Day 0 is the first receipt by anyone working for the company, including the contact centre and weekends — never the time it was processed. Every clock starts from it, and the monthly reconciliation checks that the safety database and the quality system hold the same Day 0.
Yes. The agents draft; a medical information specialist — or only the intake lead, if you set it that way — confirms every hand-off before it is sent. Only approved, current standard responses can go to a requester, off-label questions go to medical review, and the monthly reconciliation is signed by the intake lead.
Contact-centre call transcripts, the medical information mailbox, the website form and chat, MSL requests from your CRM, your standard response library and product dictionary, the safety database, the quality system and the batch register.
The Agentic Solution Engine builds and deploys it from your requirements and documents — your screening rules, standard responses, product dictionary and hand-off forms — and it goes live once every quality gate has passed. We will walk you through it on a sample of your own past inquiries first.
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