Medical information · Illustrative scenario
Bringing medical information response back inside SLA
Complex inquiries were rising and leadership could see volume but not service risk. Structuring the inquiry log turned a reporting view into an operational one.
The problem
Complex inquiries rose around subpopulation evidence and administration. Leaders could see how many inquiries arrived, but not which were at risk of breaching, which were being escalated, or which kept recurring because a response document did not exist.
What we did
Added complexity, topic, channel, escalation, approved-source, response-time and content-gap fields to the inquiry log, then set two service targets: two days for standard inquiries and five days for complex ones. A content-gap trigger fired whenever the same question cluster recurred.
What changed
Overall on-time response reached 91%. Two recurring inquiry clusters triggered new response documents and MSL refreshers, removing the cause rather than absorbing the volume.
91%
On-time response, overall
2 days
Standard inquiry target
5 days
Complex inquiry target
2
Recurring clusters closed out
How it was measured
On-time percentage is measured against the two-day and five-day targets from the date of receipt, not the date of triage. Escalations and adverse-event routing are excluded from the response-time calculation and handled through the safety process.
Artifacts
Inquiry log · SLA dashboard · content-gap trigger · escalation matrix