The need for Medical Information services outside the standard 9am to 5pm AEST business day has become increasingly important and is required by sponsors nationally and globally. With having extended Medical Information hours, Commercial Eyes is able to provide the Medical Information service to meet the regulatory requirements, to cover different time zones in Australia and to also provide coverage to our Asia Pacific clients.
Certain medication or medical devices may require extended hours of Medical Information service depending on their product demand, regulatory requirement, or condition of registration.
For example, COVID-19 rapid antigen point-of-care-tests have a regulatory requirement to provide a telephone helpline or online interactive support service between the hours of 9am and 7pm (AEST) or 9am and 8pm (AEDT), 7 days a week. Between these hours, Medical Information provides customer service support to assist with the correct use of the device, the interpretation of test results and advice on how to contact relevant local, state and territory health department support services.
Some sponsors may also have global requirements that involve an after-hours line due to the nature of the product. These may include highly toxic oncology products or plasma products. In these cases, the after-hours service is required for emergency enquiries, reportable events, and advice on who to contact (e.g., Emergency Department or Health Care Professional) if required.
Extended Medical Information service hours are extremely useful for different time zones. Australia alone is divided into three different time zones (AEST/AEDT, ACST, and AWST). Not only do we cater to Australian and New Zealand sponsors at Commercial Eyes, but we also cater to sponsors in the Asia Pacific region. For these clients, it is essential that we provide Medical Information coverage during their business hours, despite their business hours differing from Australian business hours.