‘PROTECTING PATIENT HEALTH’ MANAGEMENT APPROACH
Generating integrated treatment solutions with the aim of accompanying the patient in every step of their health journey with innovative solutions to enhance their life and to improve the quality of patients’ treatment process are focus areas on Sanofi Turkey's management approach.
Sanofi Turkey collaborates with public institutions, universities, non-governmental organizations and opinion leaders to attain its public health goals. These include developing prevention, diagnosis, treatment and care methods for diseases, running preventive and awareness raising programs, developing and implementing awareness projects for diseases through multiple channels and creating educational platforms for healthcare professionals. Protecting patient health by manufacturing high quality and reliable products is among the priorities.
Accordingly, Sanofi Turkey realizes its goals by ensuring the continuity of public health programs, providing physicians and patients with solutions on disease management beyond pharmaceuticals and improving health literacy in particular.
A. Quality Activities
Sanofi applies its own global policies to improve efficiency of operational processes and identify development areas. This approach allows Sanofi units in all countries to use the same terminology and continue to develop at the same level. Such harmony brings success as well. Improving process efficiency is among the key tasks of the Country Quality unit. Regular audits are conducted both internally and externally at customers to measure process efficiency and measurements are made with the generated reports. Furthermore, surveys or round table meetings are conducted at regular intervals to obtain feedback from process owners. In defining quality processes, the Company considers primarily the Ministry of Health regulations, then Sanofi’s global and regional requirements and lastly feedback received from customers or employees about current processes or the results obtained from monitored processes. Global resources or regional regulations are used as reference documents when defining processes.
A quality policy was established within the company and shared with all employees. Furthermore, quality processes are defined in the quality manual and other relevant regulations and published within the Company. The Quality Assurance Department sets out the Quality Roadmap and the quality priorities of the year annually and the activities stated here can be followed periodically. Quality goals are followed together with department targets and through personal performance forms. Meeting customer expectations in the best possible manner and increasing satisfaction are also part of the Company’s quality policy. Additionally, a Quality Agreement, containing quality expectations, is signed with each customer and Key Performance Indicators are monitored and reviewed with them at regular intervals, taking actions when necessary to ensure improvement.
Key performance indicators determined for each quality standard are monitored and reported at regular intervals (monthly/quarterly). National and international regulations and Sanofi standards (documentation) are closely monitored to raise the quality standards and innovations and updates are implemented within the targeted timeframes. All related SOP and documentation revisions are made accordingly. The effectiveness of quality systems is monitored through internal audits conducted by the Quality Assurance Department through unannounced monitoring/ audit activities and necessary actions are taken. Furthermore, proactive risk studies are conducted regarding the processes and applications to raise quality standards. Aiming to improve quality processes, related activities are determined (Human Error management system, improvement of analysis times, etc.) and results are periodically monitored. Routine informative meetings are organized on a monthly basis to communicate the problems and new developments across the Company, ensuring that corrective and preventive actions determined for the problems are widely disseminated.
B. Information About Products and Services
Sanofi Turkey's activities aimed to inform healthcare professionals and general public are carried out in an accurate, balanced and scientific manner in compliance with the rules determined by the authorities. The descriptive documents prepared for the customers are approved by the in-house healthcare professionals. These documents are delivered by the field teams, who are trained specifically in this area. The company's Medical Information Unit responds to complaints and questions posed by the stakeholders of Sanofi Turkey. The company's sales representatives share the various results from market research on the importance of in-pharmacy practices with patients. Merchandizing materials for the products falling within the scope of our unit are produced and placed in pharmacies in line with these research results.
The essential point about imparting product and service information is that the employees responsible for sales have complete information on and are equipped about the products and processes. Sanofi Turkey organizes webinars or face-to-face meetings on a monthly or bi-monthly basis as needed in order to equip its sales staff with up-to-date medical and marketing information. In these webinars, the Marketing Department provides refreshers on strategies and tactics, shares competition analysis and the latest marketing campaigns, and the Medical Department shares medical outcomes, updates and guidelines discussed in congresses, as well as competition and clinical study information with the field team. Cycle meetings and regional meetings are also used as an opportunity to update the sales staff with the latest information. In addition, medical and marketing training is provided within the first five days after the recruitment of new sales staff through the 'Journey to Excellence Program.' The brand team regularly shares with the sales team strategic messages to be delivered in line with the strategy of each product. Moreover, online informative meetings about scientific studies are organized for the entire field team in cooperation with the Medical Department.
Moreover, we collaborate with the Altı Nokta Association for the Blind, which validates the Braille alphabet used in the packaging of all of Sanofi Turkey's products in the market, to ensure that all individuals in our society receive accurate information about the content of our products. In this context, we have completed the Braille alphabet validation process, which requires experts’ approval of the appropriateness of the Braille alphabet to be used on the outer packaging of all our products in the portfolio, in accordance with the “Regulation on the packaging information, instructions for use and monitoring of medicinal products for human use," and "Guidelines for packaging information and instructions for use of medicinal products for human use,” “Guidelines on the legibility of the packaging information and instructions for use of medicinal products for human use,” and “Guidelines on the inactive ingredients in the packaging information and instructions for use of medicinal products for human use” published by the Ministry of Health TITCK.
At Sanofi, our mission is to offer innovative products for the use of Turkish Medicine concurrently with the world and under the optimal conditions and to ensure that our existing medicines are always available in the market to meet patient needs. Pricing of our products is determined and resolved in accordance with the decree and communiqués published in the Official Gazette. Furthermore, a mandatory public institution discount is applied to pharmaceuticals, which are reimbursed by the Social Security Institution. In pricing policies, all activities are carried out and all decisions are made according to standard operation procedures defined for both at local and global level.
During the year, dialogues with target audiences on all kinds of issues are established through Advisory Board meetings including one-on-one consultations, which offer a platform of communication with doctors in particular. Advisory Board meetings are held for the products to be launched or re-launched during the year. Two Advisory Board meetings have been held in the past year, with the participation of pediatricians, Ear-Nose-Throat (ENT) specialists and gastroenterologists. The strategic outcomes of the meetings were shared with all internal and external stakeholders, with all of the work conducted in accordance with the Sanofi Advisory Board rules and rules pertaining to the organization of scientific meetings. These activities are carried out with the approval of the Ministry of Health in line with the procedures on promotional activities.
We communicate with physicians and pharmacists through the year via scientific dialogue platforms. These include national and international congresses, product promotion meetings and live broadcasts, where scientific data is approved by the Ministry of Health, are shared. During the year various activities are carried out such as online/offline experience sharing among physicians, local meetings, national conventions (booths, symposia, scientific content), face-to-face visits by the field team and digital corporate content platform, whereby targeted marketing messages and scientifically accurate information on Sanofi products are communicated to physicians. At the end of the activities they attend, physicians are asked to fill out a training assessment questionnaire, which ensures a better quality of content for the subsequent trainings. Our efforts aiming at pharmacists include face-to-face communication with approximately 5,000 pharmacists during pharmaceutical fairs held by wholesalers in the first three months of each year. Risk management is carried out through the close monitoring of all of Sanofi's direct sales customers.
The Sanofi Genzyme and diabetes product launch processes are performed using a project process tracking system called “LEX (Launch Excellence) tool.” Project steps are realized according to the timeline and through transversal cooperation with the establishment of brand teams comprised of representatives from all product-specific departments. This holistic process, which continues until the launch of a product, consists of regulatory activities, execution of the market access process, creation of a risk management plan, supply process planning, creation of a brand plan, market-competition analysis, regulatory and market access scheduling, patient journey from diagnosis to treatment, stakeholder-SWOT analysis, strategy, tactics, product sales projections, P&L, and identifying the messages to be communicated based on the product's clinical benefits and role in treatment. Close to marketing of the product, a comprehensive product training is held including medical and marketing training for the sales team. Detailed medical and marketing trainings are held during periodical cycle meetings and training meetings for the Sanofi Turkey sales team. Medical and marketing training is planned for our new recruits, reinforced by continued education using online and printed training materials. In addition, guidelines updated after important congresses, and information on clinical trials related to competitors' and Sanofi's products are shared. Digital content created by the Medical and Marketing departments is used to relay product-related information to customers. Approval of Sanofi's relevant bodies is sought while creating such information.
In the same way, Sanofi Pasteur provides marketing and medical trainings during the year to the field team as part of their orientation. In addition, medical updates and marketing strategy trainings have been organized during the year. Trainings were followed by an examination and sufficient results were obtained. In addition, rewards are given as an incentive to use the digital corporate content platform with the ultimate goal of increasing call productivity of the field teams. Thanks to this incentive, which began in January 2018, the rate of using the platform increased by about 30%. We reached about 200 people with product promotion meetings throughout the year. We held online meetings and joined 20 congresses to share scientific information aimed at healthcare professionals. In this way, we reached nearly 1,500 people.
Sanofi Pasteur organized a cold chain training aimed at pharmacists during the flu period. Meetings were held for opinion leaders to evaluate the data on meningococcal vaccination in Turkey and to determine strategies for increasing confidence in vaccines. The first meeting took place in October 2018. The project is ongoing. FluFest and Meningitis Day activities were organized to create in-house awareness on the flu and meningitis.
Our cooperation with associations and our social responsibility projects aimed at raising awareness of diseases are made public via press conferences, congresses, bulletins and press trips.
Sanofi Turkey creates action plans during the year based on improvement areas identified through surveys conducted at regular intervals to find out customer expectations. C&EM measures its Engagement Level/Net Promoter Score (NPS) globally every other year. This measurement guides Sanofi's activities aimed at its customers.
Moreover, it is our priority that our stakeholders develop and improve their efficiency and quality standards along with us. To this end, a training program was put in place for the development of managers of pharmaceutical wholesalers and pharmacies as a result of the customer satisfaction survey conducted in 2017. More than 60 wholesaler managers completed the two-day training for their personal and professional development in 2018. The survey will be repeated in 2019 to measure the level of overall satisfaction with a view to organizing new programs based on the results. To clearly determine growth areas and to improve the quality of service of our stakeholders, we organize quality review visits before procuring services from contracted research organizations, which support Sanofi Turkey's research, write appropriateness reports and make recommendations against shortcomings. In addition, employees are provided with necessary trainings during the procurement of services. Every two years a satisfaction survey is conducted by Global R&D on the Company's researchers. The results are published by CenterWatch in comparison with other supporters.
In addition, the systems we have in place for our customers to reach out to our company any time and communicate their requests and complaints are constantly updated and monitored. Our Customer Services Department oversees the email account to which the Company's customers may send their complaints. All complaints received by e-mail or telephone are recorded and investigated, and customers are informed of the results. Moreover, all our stakeholders can reach Sanofi Turkey 24/7 via our Web page and our switchboard at the Head Office. All suggestions and complaints lodged to Sanofi Turkey via the Sanofi Turkey website are followed up and answered by the Company. We aim to integrate different media into the system in the coming period.
Patients, patients' families, healthcare professionals, Company's employees or employees of other companies (such as employees of stakeholder companies, market research companies, Patient Support Program companies, etc.) can send pharmacovigilance data to Sanofi Turkey by email (farmakovijilans. email@example.com), over the phone, or using any other means of communication (such as web sites and social media, etc.). With the Adverse e-notification application, launched in August 2017, all employees can provide Pharmacovigilance data notifications using this application over the intranet.
Sanofi Turkey is supported by an outside service company to keep its automation processes dynamic and continuously improve them to meet the needs of its customers. To this end, the standards of the pharmaceutical wholesalers and pharmacies are regularly checked, and deficiencies are addressed through dialogue. Sanofi Turkey's Consumer Health Business Unit organizes face-to-face meetings regularly, once or twice a year, to measure the call satisfaction of healthcare professionals. These surveys are conducted by an independent research company and help to identify perceptions and preferences regarding the brands of Sanofi Turkey's Consumer Health Business Unit, as well as call satisfaction levels and improvement areas for our field team. Similarly, we regularly conduct surveys with consumers regularly once or twice a year to measure a variety of criteria such as brand recognition, preference and perception.