The Post-Pandemic Future Of Medical Information Call Centers

The COVID-19 pandemic disrupted countless processes in the healthcare industry, inspiring adjustments in everything from clinical trial recruitment to medical affairs. After more than two years of running operations exclusively on digital platforms, industry leaders are now starting to understand which changes will last and which processes will revert to pre-pandemic practices.

Many of these decisions were driven by patient behavior, as the pandemic changed the way patients approached their healthcare needs and how they communicated with medical professionals.

“Overall, the impact of COVID-19 has dramatically reduced the number of patients seeing [healthcare providers], since fewer patients are seeing HCPs for non-COVID-19-related conditions,” wrote Ortal Cohen, et al., at McKinsey. “Half of surveyed physicians worry that their patients will not be able to receive timely care for new or existing conditions (particularly those that are not COVID-19 related).”

Here’s a look at how medical information call centers were affected specifically, and what it means for pharmaceutical and life sciences companies.