Product responsibility

Promotion and Sales

In 2016, no substantiated customer data privacy complaints were identified and no breaches or loss of customer data have been reported or identified following internal audits.

UCB complies with all applicable laws, regulations and industry codes, e.g., Directive of the European Parliament and of the Council on the Community Code relating to medicinal products for human use, EFPIA, IFPMA and PhRMA, among others.

UCB’s interactions with healthcare professionals focus on providing and exchanging information with the ultimate objective of enabling healthcare professionals to select the most appropriate treatment for their patients. These interactions are based on standards of ethics, integrity and fair market value.

Marketing Communications and Unsolicited Medical Information Requests

Promotional, press and scientific communication relating to our compounds and products are submitted to the global or local promotional scientific review committees, with members duly trained.

Global communications reviewed (icon)Global communications reviewed (icon)

1 004

Global communications were reviewed in 2016
Questions received on average (icon)Questions received on average (icon)

3 862

Questions received on average per month by UCB on products in 2016

In 2016, a total of 1 004 global communications were reviewed. UCB has internal processes for deciding how to respond to each and every request.

In 2016, UCB received an average of 3 862 questions per month on our products (26% Cimzia®, 15% Vimpat®, 13% Neupro® and 46% other products).

Customer Satisfaction

In 2016, UCB implemented different satisfaction programs for patients and healthcare professionals. These programs are executed by an external party on an annual basis.

While the results of the patients’ and healthcare providers’ satisfaction surveys are overall positive, results are considered proprietary and, as such, are not publicly reported.

Patient and Drug Safety

All of UCB’s products are subject to an ongoing benefit-risk assessment to ensure product labeling is kept up to date.

One critical obligation of UCB and its colleagues is the monitoring of the safety profile of our products. Like other biotech companies, every year UCB receives thousands of adverse event reports. These reports, along with other internal and external data (e.g., literature, external databases, etc.), are reviewed and analyzed by our safety teams in order to identify potential safety signals which may be associated with our medicines. The objective of these reviews is to help ensure that the benefit-risk profile of our medicines is clearly communicated and to ensure appropriate actions are taken to minimize potential risks to patients. These benefit-risk assessments, including product labeling, are reviewed at a multi- disciplinary benefit-risk board at regular intervals (i.e, yearly or every other year depending on product risk tier).

In 2016, 100% of the product profiles that were required for review were assessed. In accordance with regulations, UCB provides information about individual adverse event reports, periodic summary reports and benefit-risk assessments to the Health Authorities. UCB is committed to public health and adheres to a high standard of professional and personal integrity. We assure continuous improvement of our processes and procedures, in accordance with quality standards. This is illustrated by the positive evaluations by competent Authorities and the absence of critical or major observations during inspections.

UCB has not engaged in sales of banned products in any of the markets in which it operates.