Why impactful and scalable global Medical Information (MI) programmes matter

In today’s healthcare landscape, the increasing prevalence of chronic diseases and complex health challenges is driving a fundamental shift in patient needs and expectations. More treatment options and sophisticated pharmaceutical products are in demand in many parts of the world.

This presents opportunities for pharmaceutical companies to grow globally, but it can be challenging to manage without the right in-house resources or expertise to handle complex regulatory and operational requirements in different markets. This is why partnering with an impactful and scalable global Medical Information (MI) team is important in geographical expansion. A trusted MI partner ensures compliance with global and local regulations and provides consistent access to accurate medical information, supporting better health outcomes worldwide.

In this article, we’ll explore why building strong global MI programmes is key in the pharmaceutical industry today.

Scaling global MI with local impact

Medical Information (MI) is about delivering accurate and up-to-date product and treatment knowledge to healthcare professionals (HCPs) and patients. A robust global MI programme makes sure that HCPs everywhere can access consistent and scientifically validated information. This access is especially vital when they need to make complex treatment decisions involving new therapies, special populations, or new safety concerns. When MI programmes are well-structured, yet adaptable, they help prevent gaps or inaccuracies in the information shared with HCPs and patients, which in the end means better patient care.

In global MI programmes, it is not just about delivering the right clinical information; it is also about making sure the content complies with local regulations, customs, and languages. A scalable MI team brings in localised expertise to ensure HCPs and patients receive accurate information that feels relevant and appropriate to their needs. By working with native language specialists who understand regional practices and communication styles, these teams can tailor content in a way that builds trust, boosts engagement with HCPs, and strengthens the pharmaceutical company’s reputation.

For example, a company that operates in the EU with a drug undergoing approval in China would need an MI partner that has a local presence in China and is able to step in quickly, bringing on native-speaking staff, setting up systems that meet China’s strict data privacy and security regulations while aligning with EU procedures under global SOPs, localising content, and handling HCP inquiries in a way that respects local language and cultural expectations. This kind of partnership helps the company stay responsive, compliant, and connected to HCPs in new markets without needing to build in-house infrastructure from scratch.

Strategic growth with MI

Global Medical Information (MI) providers offer the infrastructure that helps pharmaceutical companies expand into new regions while keeping costs down, making the most of resources, and streamlining operations.

Cost-effective and adaptive MI staffing solutions

Global Medical Information (MI) partners offer flexible resourcing models, including dedicated, shared, offshore, and hybrid structures, that can be customised to fit the unique needs of each pharmaceutical company. These adaptable structures make it easier to build a team with deep product knowledge and meet service expectations, while also scaling up quickly in situations like expanding into new regions, handling seasonal call spikes, managing product recalls, or addressing urgent safety concerns.

For example, when manufacturing delays occur, a company may experience an immediate spike in call volume as HCPs seek information about product shortages, emergency ordering options, and adverse event reporting. An experienced MI partner can quickly respond by reallocating shared and offshore resources to manage the surge, ensuring timely and consistent support without compromising quality.

Partnering with an experienced external MI provider helps pharmaceutical companies avoid the high costs and challenges of building and maintaining in-house teams that may struggle to keep up with fluctuating demand.

Scalable technology infrastructure for global operations

Global Medical Information (MI) providers use advanced contact centre technologies, like cloud-based phone systems, omnichannel communication tools, and centralised inquiry databases, to deliver seamless, secure, and compliant support across regions. These platforms are built to meet tough local and global regulations around data privacy, cybersecurity, and industry standards, helping ensure consistent and reliable service no matter where the request comes from.

In addition, MI operations are governed by globally harmonised standard operating procedures (SOPs) that ensure consistency in quality and service, while also allowing for flexibility to adapt to regional differences. This centralised, yet adaptable, setup makes it easy for MI teams to scale as pharmaceutical companies grow, whether it’s handling more inquiries, providing multilingual support, or staying responsive during high-demand situations like product launches, seasonal spikes, or safety alerts.

As AI tools like chatbots become more common in healthcare, MI teams ensure they’re used responsibly – guiding fair, transparent design, managing data properly, and providing human oversight to keep communication accurate and ethical. This helps pharma companies confidently adopt AI while protecting patient trust and staying compliant.

With flexible staffing models and scalable technology, global MI providers help pharmaceutical companies grow efficiently, without sacrificing quality or compliance. They make it easier to expand into new markets while ensuring healthcare professionals get timely, accurate information that supports patient care and safety every step of the way.

Embedding compliance and control in global Medical Information

Global Medical Information (MI) plays a vital role in helping pharmaceutical companies navigate today’s complex and highly regulated environment. By aligning MI responses with local regulations and building compliance into every part of the process, companies can greatly reduce the risk of non-compliance. This includes following local and global laws, Good Practices (GxP), safety requirements, and other evolving industry standards.

With the right balance of centralised systems and local expertise, MI teams ensure communication is both consistent and compliant, allowing companies to show transparency, maintain control, and meet the expectations of global health authorities. In the end, a well-designed global MI programme doesn’t just minimise regulatory risk, it also builds public trust and ensures accurate, reliable product information reaches those who need it most.

Medical Information from operational support to strategic partnership

Impactful and scalable global Medical Information (MI) programmes are no longer just an operational necessity, but a strategic partnership. MI empowers healthcare professionals globally to make informed clinical decisions, while enabling pharmaceutical companies to operate compliantly and efficiently. Companies that view MI as a true strategic partner and build programmes that are flexible, globally consistent, and locally relevant will be best positioned to fulfill their promises to patients and drive better public health outcomes worldwide.

About the authors

Rajul Jain has over 20 years of international experience in Medical Information (MI), Pharmacovigilance (PV), technology, and program management. With an extensive educational background including an MBA, Engineering degree, PMP, AI in Healthcare -Harvard Medical School Certification, Medical Affairs Competency Certificate (ACMA), and various other healthcare certifications, she brings a wealth of knowledge to her roles. She is currently president of Medical Information at ProPharma, with responsibility for executive oversight and business expansion of global contact centre operations. Prior to this, she held executive oversight of Medical Information business and technology solutions at IQVIA. Jain is passionate about driving long-term client value, operational excellence, and fostering innovative solutions in the healthcare and pharmaceutical industry.

Valerie Huh has over 20 years of experience in the pharmaceutical and healthcare industries, specialising in global operations and process optimisation. She holds a Doctor of Pharmacy (PharmD), a degree in Chemistry, and an MBA with a certificate in Business Analytics. In her current role, she leads innovation and technology enablement within Medical Information, supporting business expansion efforts and advancing strategic initiatives aimed at improving service quality, scalability, and operational efficiency.