P249: Optimizing Medical Information Performance: Evaluating Key Performance Indicators and Future Trends
Poster Presenter
Neda Jiveh
Medical Information and Review Fellow
Pfizer United States
Objectives
To evaluate the effectiveness of key performance indicators (KPIs) used in Medical Information (MI) teams across pharmaceutical companies and explore future trends in performance measurement.The research also investigates anticipated changes in KPIs to enhance the quality of services provided by MI.
Method
A survey was sent to MI teams within Pharma Collaboration for Transparent Medical Information (phactMI), an organization that provides HCPs with accurate and evidence-based MI, to assess KPI effectiveness, challenges in data collection, emerging digital metrics, and future trends.
Results
A total of 18 pharmaceutical companies participated in the survey. Among respondents, 33% reported making strategic or operational decisions based on KPI data regularly, while 45% did so occasionally. Most participants (61%) indicated that current KPIs reflect performance “somewhat well,” with 28% stating “very well.” The most valuable KPIs identified were inquiry volume (16), turnaround time (13), and escalation rate (10).
Digital engagement metrics, including click-through rates on MI content and feedback on digital tools, were considered useful KPIs by nearly half of respondents. Accuracy (94%) and compliance (83%) were rated as the most critical aspects of MI content. Currently, 38% of organizations currently use AI technologies in MI operations, with 61% planning to adopt them in the future.
Key challenges included lack of automated tools (11), limited resources (9), and data quality issues (7). Additionally, 44% wished to track additional KPIs, such as handling time, the amount of time the HCP has the response document open, and enhanced website metrics.
Respondents anticipate KPI frameworks will evolve over the next 3–5 years, with increased automation, AI adoption, and a shift toward measuring impact and quality of interactions. Improved technology, dedicated analytics resources, and unified dashboards were identified as key needs to support more efficient and actionable KPI tracking.
Conclusion
This study shows that while KPIs currently guide decisions and reflect performance, gaps remain in actionable use and digital engagement measurement. These insights can empower MI teams to refine KPI strategies, prioritize meaningful metrics, and overcome data challenges. Embracing new digital and clinical metrics, along with AI and automation, will streamline processes, reduce resource burdens, and support continuous improvement. Ultimately, these advancements enable MI teams to deliver more relevant, efficient, and patient-centered information, strengthening their impact within organizations and across the industry.
