Medical inquiry intake and triage that catches the second question and the complaint mentioned on the way out
Every question routed, and hidden complaints reach quality in one business day.
See one case, screen by screen ↓It is the first step of medical information work: taking each inquiry from every channel, working out every question it holds and who is asking, and sending each question to the team that owns it — a standard answer, a custom answer, medical review, quality or patient support. Medical Inquiry Intake & Triage does this with seven agents and a specialist who confirms every hand-off.
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A medical information team takes questions from patients, caregivers, physicians, pharmacists and nurses by phone, email, web form, chat and through field medical. Most are about dosing, interactions, storage, travel or access — and many hold more than one ask. The second one is rarely the reason for the call: a pen that did not click comes up after a dosing question; an off-label question sits in the second paragraph of an interaction email.
Under queue pressure the first question gets answered and the second gets lost. Hand-offs are retyped from call notes into a complaint form and a patient support request; a lot number read as “zero four one seven” is entered as VB26-0471; the received date is booked as the day the form was opened, not the day of the call, so a one-business-day clock looks met when it was not. Reconciliation between medical information, quality and patient support is a monthly spreadsheet exercise, done late.
Estimated split for one inquiry that carries a question and a product complaint, by hand and with the solution, in hours. The solution's 11-minute median is a design target.
Seven agents read, split, route and draft every inquiry and trace each hidden ask to its team; a specialist confirms every hand-off.
Wednesday, October 7, 10:18. Grace Whitfield calls the Northwind Bio patient line about her Veltrimab pen. Here is what happens next, screen by screen, in the working solution.
Dana's Switchboard shows 168 inquiries in the last 24 hours — 74 by phone, 38 by email, 27 by web form, 18 by chat and 11 from the field — flowing to standard answer 104, custom answer 22, medical review 14, quality 15 and patient support 26. Beside the flow, the hidden asks panel lists complaints and second questions found inside inquiries about something else, each with its clock.
“The clock starts when anyone at Northwind first receives it · one business day to reach quality or patient support.”
While Sam is still on the line, the agents read the transcript turn by turn. “Should I take my next dose on Friday as usual, or do it again now?” is matched to the standard response SRD-VLT-014 on a missed, late or incomplete dose. Requester, product and question are confirmed; the reply contact is still listening.
Prompt to the specialist: “Ask for the lot number — it is printed on the pen label.”
“Oh — the pen didn't click. I held it for the ten seconds but the medicine ran down my leg.” The quality screen opens a device complaint, activation failure and leakage, and the call turns to quality, due Thursday October 8, 10:18. The lot, VB26-0417 exp 03/2027, is found in the batch register; Grace asks for a replacement pen and the written answer by email, and all four checks lock: requester, product, question, reply contact.
“4 of 4 · Ready to answer” — each check tied to her own words.
The quality complaint QC-26-01562 for Omar Haddad, the patient support request PS-26-00841 for Rita Gomez for a replacement pen, and the standard response SRD-VLT-014 read to her and sent by email. Each field carries the passage it came from, and the source is attached.
“Drafted by the hand-off writer · 96% confidence · every field cited.”
Dana reads the cited fields and confirms both hand-offs. They go to the quality system and patient support with the source attached, sent 6 minutes after receipt, and come back acknowledged as a complaint and a support request. The answer to Grace is ready to send.
“Agents draft and cite. A person confirms every hand-off — nothing reaches quality or patient support without it.”
Ben Carter, PharmD, of Riverside Community Pharmacy asks whether clarithromycin 500 mg twice daily interacts with Corventa 10 mg. In his second paragraph: his long-term care team asks whether Corventa tablets can be crushed and given through a feeding tube. The agents match the interaction question to SRD-COR-031 and route the second question to medical review as use outside the label.
“The email is about an interaction; a second question, about giving the tablets in a way the label does not describe, sits in the second paragraph.”
Joanne Reyes, RN, of Heartwell Cardiology Clinic asks whether patients should stop Corventa before a dental extraction, but leaves no email or phone. The agents draft the answer and say which check is missing; Dana chooses between “Ask the clinic for a reply contact”, which books a call-back through the HCP directory, and “Close without a reply”, which needs a reason.
Question finder limit: it never drops a second question because the first one was answered.
For September, 544 of 548 patient support hand-offs match their request with the same received date. PS-26-00702 never arrived: it went to a backup mailbox that bounced on Sep 18. PSR-26-11455 has no hand-off record; the agent finds the matching inquiry. PS-26-00688 came in on Friday Sep 11 evening, but patient support recorded Monday Sep 14. Each gap comes with a proposed action.
“So the one-business-day clock looks met when it was not.”
286 of 287 complaints match. On QC-26-01488 the caller read “zero four one seven”, but the quality system shows VB26-0471. That lot does not exist in the batch register; VB26-0417 does. The proposed action asks quality to correct it.
With all six gaps handled, Dana signs the September reconciliation for patient support and quality with the meaning “Reviewed and approved” and her password. The report is kept with the audit trail.
“Electronic signature with your password, recorded in the audit trail with date and time.”
The same inquiry, seen by the five people who carry it — in their own words, and what changes for them.
Seven agents read, split, route and draft every inquiry and trace each hidden ask to its team; a specialist confirms every hand-off.
Takes every inquiry from calls, the MI mailbox, the website form, chat and MSL requests and turns it into one clean record with its channel and the time it was first received. For calls it reads the live transcript turn by turn.
Recognises the product — including misspellings like “veltremab” and “corvanta” — and who is asking: patient, caregiver, physician, pharmacist or nurse, with the contact details given and consent to reply or to share with patient support.
Finds every question and request in an inquiry — including the one mentioned on the way out — flags questions about use outside the label, and checks the four things an answer needs: who is asking, the product, the question and where to reply, each with the exact words.
Spots product complaints — a pen that 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, medical review when it is off-label, or patient support for access, supply and cost — and starts every clock from first receipt.
Pre-fills the quality complaint — product, lot, expiry, defect in the requester's words, category, sample — and the patient support request — request, requester, consent and contact, linked complaint — with the source attached.
Each month matches every hand-off with the quality system and the patient support system by reference, requester, product and date, explains each gap and received-date difference from the delivery log and proposes a correction.
Confirms each hand-off; the intake lead signs the month. The agents propose; a named person decides.
Ask in plain words. Every answer points to the exact words behind it.
Which asks were hidden inside other questions?
Today the agents found 2 asks the requester never put up front — 37 in the last 7 days. One example: a pharmacist asked about Corventa with clarithromycin, and in the second paragraph his long-term care team asks whether the tablets can be crushed and given through a feeding tube — use outside the label. It is routed to medical review and waits for you.
What do the four checks mean?
Before an answer can go, the agents check four things: who is asking, the product, the question and where to reply. When one is missing they say which one and propose how to get it. Nurse Joanne Reyes asked whether patients should stop Corventa before a dental extraction but left no email or phone. Your rule books a call-back through the HCP directory; you decide.
Anything else on lot VB26-0417?
Two complaints name VB26-0417 (Veltrimab pen, exp 03/2027): today's call, where the pen did not click and the medicine leaked, and QC-26-01488 from Sep 19, a 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.
How do the clocks work?
Every clock starts when anyone working for Northwind — including the contact centre — first receives the inquiry, even at a weekend. Product complaints go to quality and patient support requests to patient support in 1 business day, standard answers in 2 and custom or reviewed answers in 5. Each question in an inquiry runs its own clock.
13 screens from the working solution, on its sample data. Pick one to see it large.
What the agents look for, the clocks, who receives each hand-off and who confirms — all settings, changed by you and recorded in the audit trail.
| Setting | Default | Choose from |
|---|---|---|
| Split every inquiry into its questions | On | Each question gets its own route, answer and clock — including the one mentioned on the way out |
| Ask for a reply contact when none is given | On | Find the clinic or pharmacy in the HCP directory and book a call-back; you can close it with a reason |
| 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 | Ask for the lot number and how the caller wants the written answer while they are still on the line |
| Read back every question before the call ends | Off | On · Off — the specialist sees the list of questions heard, so none is left unanswered |
| Quality and patient support hand-off clocks | 1 business day | Quality: 1 business day · 24 hours — Patient support: 1 business day · 24 hours · 4 hours |
| Answer clocks | Standard 2 business days · custom and medical review 5 | Standard: 2 business days · 1 business day — Custom: 5 business days · 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 data · “target” = the design goal, measured in the live solution · “estimated” = our estimate · “typical” = published figures (ProPharma medical information services on passing product complaints on within one business day). People, companies, products and patients named on this page are fictional — characters and sample data in the working solution.
It is the first step of medical information work: taking each inquiry from every channel, working out every question it holds and who is asking, and sending each question to the team that owns it — a standard answer, a custom answer, medical review, quality or patient support. Medical Inquiry Intake & Triage does this with seven agents and a specialist who confirms every hand-off.
The question finder reads every sentence of every inquiry, not only the first question. In the working solution it found a pen complaint mentioned after a dosing question on a live call, and an off-label question in the second paragraph of a pharmacist's interaction email. Each is shown with the exact words and gets its own route and clock.
Yes. The quality screen captures device and product defects with lot, expiry and sample, checks the lot against the batch register, and separates a storage error at the site from a product defect. The hand-off writer drafts the complaint for quality with every field cited.
No. Questions about a population, dose or route of administration outside the label are routed to the medical reviewer for a balanced, sourced answer, with the requester's own words and the record that the request was unsolicited.
No. The agents draft and cite; a person confirms every quality and patient support hand-off before it is sent. Only approved, current standard responses can be proposed.
Yes. A medical information specialist confirms each hand-off, the intake lead decides borderline cases such as a missing reply contact and signs the monthly reconciliation, and the medical reviewer approves custom and off-label answers. Not sending a hand-off needs a reason, kept in the audit trail.
Yes. Splitting inquiries into questions, asking for a missing reply contact, device complaints, live-call prompts, weekend reading and reading back every question are rules you switch on or off; the quality, patient support and answer clocks, who receives and who confirms are settings; and the product dictionary takes your misspellings and nicknames.
The Agentic Solution Engine builds and deploys it from your requirements and documents — your intake procedures, standard responses, product dictionary and a sample of past inquiries — and it goes live once every quality gate has passed. We will walk you through it on your own inquiries first.
Every claim checked against its reference before committee.
1-min demoMedical Information ResponseEvery sentence of the reply linked to its approved source, off-label parts evidence only.
1-min demoInvestigator-Initiated Study ReviewProposals decided in half the time with a cited review packet.
1-min demoWe'll run Medical Inquiry Intake & Triage on a sample of your own past calls, emails and forms.