Medical Communications

The PPD™ clinical research business of Thermo Fisher Scientific is redefining medical communications. We go beyond expertise, strategic thinking and innovative technology and seize every opportunity to create connections and lasting relationships with patients, caregivers and health care providers (HCPs). No matter your size or needs, our agile and scalable models can be customized, all while ensuring the highest quality.

  • We deliver robust industry expertise and support for medical information and clinical trial contact centers.
  • We believe in a people-centric approach that infuses a caring attitude at every touch point and considers the needs of each individual.
  • We leverage technology designed to enhance customer experience and engagement.
  • We delight partners by continually anticipating needs and proactively creating bespoke solutions.
  • We employ highly trained teams that serve as your brand ambassador.
  • We drive efficiency and continuous quality improvement by incorporating best practices and automation.

Connect to a world of operational excellence and service innovation

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years of leadership

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pharmaceutical companies

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product launches


supported countries

Delivering next-generation solutions for medical communications

Gain tailored medical information expertise and communications solutions

From great first impressions to lasting relationships – at every stage of a product’s life cycle, we provide contact center solutions tailored to address your customers’ needs.

1+ million

inquiries handled annually

Connecting via omnichannel communications

Phone, chat, bot, email, SMS

Interactive quiz

Find your ideal solution

The PPD clinical research business has extensive medical communication expertise. Take this short quiz to help you find your ideal medical communications solution.

Providing critical connections through our medical information offerings

We go beyond sharing medical information. The right medical communication builds bridges, starts conversations and creates deeper connections. Our contact centers are supported by medical information experts who are skilled in tailoring accurate responses to meet patients, caregivers or HCPs where they are in their information-seeking journey. We also provide HCPs with fair and scientifically balanced answers to better guide clinical decisions.

Our end-to-end medical information management services provide you:

  • Focused attention at every step, from inquiry receipt to lasting satisfaction
  • Consumer insights with rich data analytics
  • Content development and management
  • Guaranteed compliance with regulatory, data privacy and local legislation

Flexible intake solutions to detect adverse events and product complaints

Our adverse events and product complaints intake follow-up solutions are designed to identify and accurately document events and complaints according to regulatory and client requirements. We report events within regulatory timelines, leveraging a proprietary artificial intelligence quality control process to detect them before they occur.

Customized support programs to meet patients’ needs

Tailored approaches deliver better health outcomes through education, adherence and one-on-one support. That’s why our programs are customized to a product and patient’s specific needs, including proactive touchpoints that target patients experiencing potential adherence barriers.

Agile solutions to manage crises

During times of high call volume, you need scalable, rapid and flexible solutions that are agile. In the event of a voluntary product market withdrawal, our team quickly assembles and trains staff to manage inquiries and provide ongoing medical information and product safety support.

Optimized risk evaluation, mitigation strategies and management plans

Our experienced team supports Risk Evaluation and Mitigation Strategies (REMS) and Risk Management Plans (RMPs) requirements. We help you identify and manage risk to optimize the full potential of your life-changing therapies. Our REMS/RMP solutions create a connection grounded in trust between your product and the patients, HCPs and pharmacists.

Our REMS solutions are designed to:

  • Support enrollment and respond effectively to prescriber and patient questions
  • Escalate issues, evaluate risk and perform risk mitigation activities
  • Monitor for opportunities to improve efficiency and increase customer satisfaction
  • Provide better support for improved outcomes and decisions

Optimize Medical Information Technology to Improve the Customer Experience Webinar

Clinical trial contact center solutions

Our suite of clinical trial contact center solutions keeps your trial moving while creating the foundations for lasting relationships:

  • Virtual research clinical coordination provides remote data management support to extend site capacity and keep data quality at is highest.
  • Clinical trial hotline ensures patients and sites can connect to trials.
  • Patient concierge services provide personalized patient support to increase engagement and retention.
Learn more about all our solutions

Medical communications technology that improves the customer experience

We strive for continuous innovation that’s strategic and customized. Our solutions are designed around your individual needs — they are patient-centric and drive engagement, satisfaction and efficiency. Our people-centric ethos drives us to focus on what matters: medical communications needs and taking care of the patients and providers who utilize our partners’ products.

Our technology solutions ease the burden on your team and deliver the best possible user experience.

  • Artificial intelligence/machine learning innovation lab: Our innovative technology unlocks the next generation of customer experience and drives patient value and increased efficiencies.
  • Robotic process automation (RPA): Reduces the burden on talent and resources by identifying adverse events and automating repetitive tasks.
  • Workforce management: Supports forecasting, scheduling and intraday monitoring with the call center, and provides insight to avoid trial disruptions or delays and drive efficient decision-making.
  • Omnichannel technologies: Support phone, chat, bot, email, video, social and SMS capabilities by connecting conversations across all channels, platforms and devices. Through this integration, the customer receives seamless support regardless of their device or channel. We also leverage technology integrations that deliver deeper analytics across omnichannel interactions to identify key trends for operational efficiencies and customer insights.
  • Analytics/Industry insights: Our tools and experts work in concert to provide real-time data and actionable insights on the customer journey. As a result, our customers stay ahead of disruptions and drive better decisions that optimize the customer experience. 

Unmatched quality and unwavering dedication

In the world of medical communications, accuracy with compassion is the expectation. We take tremendous pride in our quality. To ensure that every one of our 1 million customer interactions counts, we focus on the following: 

  • Unparalleled training. We provide rigorous, in-depth, partner-specific therapeutic training to our employees, as well as language and cultural awareness courses. In addition, we provide our employees with the tools to understand and deliver on our customers’ needs. Our training was recognized by Training Magazine’s top 125 programs and received the Association for Talent Development’s 2022 BEST award.
  • High customer satisfaction. Our real-time analytics and dashboard monitor patient sentiments during calls, allowing us to proactively create the best patient experience.
  • Expertise you can count on. We’re proud to have a 99.98% adverse event and product quality compliant reporting compliance, as well as a 99.99% reliable system uptime. Our high quality means your peace of mind.
  • Quality you can trust. Quality reviews include the omnichannel interaction from beginning to end to deliver a full view of the customer’s experience. Our coaching process elevates our staff’s skill set and ensures we are delivering excellence with accuracy and empathy. Our quality scoring of more than 95% ensures that your customers receive the right information – and your reputation for excellence is maintained.

Ready to redefine your medical communications?

Let’s turn your medical communications into meaningful connections.