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Case Study: Indecomm Develops Physician Training Portal for Leading Medical Device Company

Indecomm leveraged its health sciences domain expertise and customizable technology platform to build a learning portal that ensures training for physicians, staff, and coordinators. 

The Challenge

Two teams at a leading medical device company that creates technologies to help physicians enhance the care and the quality of lives of their patients were responsible for launching a new medical product in the United States and Europe. The medical product employed novel technology that required specific training to ensure proper use by practitioners and patients.   

The launch of the product was staggered over phases, and the company needed to ensure that only trained physicians and staff were using the device. In the first phase, there was a clinical launch to sites involved in two different clinical trials and sites involved in a commercial registry.  All users at these sites needed to be trained by the company via instructor-led training. In addition, specific personnel at the clinical trial sites needed to be trained by clinical affairs for the conduct of the study. 

Each type of site could have anywhere from two to six physicians, supported by four to five staff per physician. The clinical trial sites had one study coordinator.  Hence a site could have up to 31 learners per site. It was estimated that approximately 2,000 learners needed training in the first phase of the launch.


The Solution 

The company determined that an automated portal was necessary for tracking training by the physicians and staff. The company selected Indecomm for its deep expertise in training in the health sciences vertical, as well as its customizable e-learning technology platforms. During the discovery phase of the project, the scope of the physician education portal was defined to focus on the processes relating to training and site independence.  

To begin the project, the customer and Indecomm analyzed the specific requirements of cross-functional processes from quality, sales, marketing, clinical affairs, and customer service, as well as its supply chain. It then incorporated requirements and consideration into the portal design.  

For example, the company’s quality group had specific issues concerning data security and compliance tracking. They viewed partnering with other areas of company as a priority—in order to minimize potential corrective actions. Marketing was interested in self-service, including ease-of-use and maximizing the learner’s experience. The product specialists were focused on training the implanting physicians and operative staff. Finally, clinical affairs felt that leveraging training automation for the study coordinators as most important. 

The company launched the portal along with the product launch, with a focus on the learner experience, compliance, and ease-of-use. The first phase provided a strong foundation for the company’s training initiatives. It was followed by surveying users as to how to enhance their experience. Having successfully developed the portal for one market, it could now be replicated for other regions of the world. 

The results 

The portal provided user management and content management, as well as the capability to schedule and mark completions for instructor-led training through forms and system workflow protocols. The workflow protocols also provided for site independence and the ability to view specific tasks on the user home page. Automated email notifications and role-specific dashboards were incorporated also into the portal.  

Likewise, the portal also contained the functionality to produce a broad array of reports, which are an important component of the physician education portal. Fourteen different reports were defined, including: 

  1. learners scheduled for instructor-led training
  2. learners trained
  3. implanting physicians scheduled for training but not attended
  4. implanting physicians at the site vs. implanting physicians trained at the site
  5. sites marked independent with site type
  6. sites scheduled for instructor-led training
  7. sites where training is in progress
  8. site based successful procedures
  9. site based unsuccessful procedures
  10. learner contact details
  11. site based contact details
  12. list of learners missing signed form
  13. sites with signed consignment agreement
  14. key metrics.
About the Author

Kapil Bhasin is senior vice president of Learning for Indecomm Global Services. His nearly two decades of experience in corporate consulting, change management and training enables him to quickly pinpoint strategies that improve efficiencies and enhance profitability. He can be reached at

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