The model developed with Certiquality after a preliminary survey of NHS interlocutors: a change detection system will be adopted by the company to periodically update the role of the Kam.
Quality relationships between the pharmaceutical company and regional and local health institutions. It is to this objective that the choice of aims Novartis to certify with Certiquality the process of developing and maintaining the skills of the Kam - Key Account Managers, who are entrusted with the pivotal role in the dialogue and comparison activity aimed at combining the business needs of the company with those of sustainability of the NHS.
The professional figure of the Key Account Manager was born in a scenario in which the healthcare system is caught between two equally unavoidable needs: guaranteeing the appropriateness of treatment for each patient and safeguarding the economic sustainability of the system itself. In its dialogue with the representatives of the Regions, hospitals and Local Health Authorities, Kam has a central role in the phase of introducing a new therapy onto the market and in managing the subsequent introduction of the drug into the regional and local handbooks: it is responsible for ability to establish a dialogue that responds to the mutual needs of the healthcare system and the company it represents, finding a synthesis between the objectives and needs of the two realities.
Novartis has a structure of over 30 Territory Account Managers and Key Account Managers and in Italy it was the first company to focus on this figure to accredit it with the institutions and is now the first and only Pharma company to experience the leap in certification quality of these figures, based on a model created with Certiquality based on the results of a preliminary survey of NHS interlocutors to understand the needs considered primary, and the skills necessary to dialogue with healthcare institutions and their expectations in terms of improvement of the processes of presentation and inclusion of drugs in the formularies. A system for detecting changes in needs and expectations will be adopted by Novartis to periodically review and update the role of the Kam.
