Product responsibility

Promotion and Sales

UCB complies with all applicable laws, regulations and industry codes, e.g., Directive of the European Parliament, 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.

In 2017, no substantiated customer data privacy complaints were identified and no breaches or loss of customer data have been reported or identified through internal monitioring and audit activities.

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.

In 2017, a total of 853 global communications were reviewed. UCB has internal processes to respond to each and every unsolicited medical information request.

UCB has defined internal processes to respond to each and every unsolicited product-related information request. In 2017, UCB received an average of  7 126 product-related questions per month.

Global communications reviewed (icon)


Global communications were reviewed in 2017

Customer Satisfaction

In 2017, UCB continued different satisfaction surveys for patients and healthcare professionals. These surveys are executed by an external party and/or customer facing employees. We measure transactional satisfaction (after congresses, scientific meetings, interactions with UCB cares, etc.) as well as relationship satisfaction (asking about the customer’s overall satisfaction with the company).

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 2017, 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.

UCB has put processes in place for the continuous and systematic review of the benefit-risk profile of all products in its portfolio, including those that are on the market and still in development. These processes are designed to ensure the best possible safety and therapeutic benefits for patients. The efficiency of the processes and compliance to regulations are periodically assessed by the Corporate Quality organization. In case risks are identified, appropriate preventive and corrective measures are implemented.

UCB does not sell any products that are banned in a particular market. All UCB products comply with drug regulatory and safety requirements.