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Enhancement of Communication with Stakeholders
Responding to the social demands and expectations for Daiichi Sankyo Group is crucial to the sustainability of corporate activities. We therefore communicate with our various stakeholders to foster mutual understanding, while pursuing cooperation.
- Basic Policy
- Stakeholder Dialogue
- Communication with Healthcare Professionals and Patients
- Communication with Shareholders and Investors
- Communication with Employees
- Communication with ESG Rating Agencies
- Operation of the Daiichi Sankyo Kusuri Museum
- Daiichi Sankyo’s Value Report 2015 Receives UCDA Award
- External Verification of Environmental Reports
- Use of Compliance Reporting System
We believe that sustainable growth and the medium-to-long-term growth of corporate value are made possible by the resources and support we obtain from various stakeholders such as patients, healthcare professionals, shareholders, investors, employees, business partners, and communities. By communicating with these various stakeholders, we are able to learn about their demands and expectations for us. Moreover, by explaining the Group’s initiatives, we will foster mutual understanding and facilitate cooperation for realizing a sustainable society.
Directives for Initiatives
- Become a trusted medical partner
- Step up investor relations activities based on interactive communication with market players
- Promote changes to employee attitudes and behaviors based on the key message of“ Transformation”
- Understand requirements from ESG rating agencies and improve evaluations
Examples of Initiatives
We organized a “Dialogue with stakeholders” event to which we invited experts from various fields and our employees from the relevant fields. The purpose of this event was to understand and respond to the ever-changing varied demands of the society.
Please click here to see “Dialogue with stakeholders” in the past.
Communication with Healthcare Professionals and Patients
・Goal of Being a Trusted Medical Partner
In Japan, medical representatives (MRs) fulfill a particularly vital role in gathering information as well as providing and disseminating it to healthcare professionals, such and pharmacists. Daiichi Sankyo’s goal is to continue to be recognized as a trusted medical partner by the entire healthcare profession. At the same time, we strive to contribute to improved quality of life for as many patients as possible. We therefore focus on cultivating MRs that can accurately communicate the value of our products to healthcare professionals.
Furthermore, we value interpersonal connections and hope to form a bridge to a brighter future for patients, their families, and healthcare professionals by offering high-quality drugs and appropriate information related to these drugs in a wide range of therapeutic areas. We thus strive to provide information that is considerate of patients and their families, support healthcare professionals, and help bring smiles to the faces of patients. It is our goal to be viewed as a trusted medical partner through these efforts.
As part of these efforts, we pursue continual improvements in the activities of MRs by periodically surveying healthcare professionals through third-party investigation firms. In fiscal 2015, Daiichi Sankyo was ranked No. 1 in Japan among pharmaceutical companies by all surveyed physicians in an overall assessment on MR activities, and it was also evaluated highly by cardiologists, who similarly ranked our MR activities as No. 1.
Assessment by Questionnaire
|Overall assessment of MRs (all physicians responded)||No. 1
|Overall assessment of MRs (cardiologists)||No. 1
Conducted by ANTERIO Inc. (FY2013 ̶ FY2015)
・Provision of Valuable Information to Healthcare Professionals
Pharmaceutical products are used based on an evaluation of their benefits versus their risks. Therefore, it is important for pharmaceutical companies to create high-quality information on the efficacy and safety of their products and to provide this information to professionals in the healthcare field to promote proper use. In the early phase after the launch of a product, in particular, there is not a sufficient amount of information available to meet various needs in the medical practice, even though the efficacy and safety of these products have been confirmed in the development phase. Within the Daiichi Sankyo Group, relevant units cooperate to determine the information required from the perspectives of various healthcare professionals and identify the areas in which available information is lacking. We then work together with healthcare professionals to create the information necessary through optimal methods, which may include clinical studies*1 or post-marketing surveillances*2 of products that have been launched. The results of these activities are provided to healthcare professionals in a timely manner via medical publications, announcements at academic events, and proper-usage documents. Through these efforts, we strive to promote proper usage of our products and thereby contribute to the medical field.
To be considered high quality, information must be created while practicing strict compliance and have both medical and scientific value. For this reason, we confirm the soundness of clinical studies, post-marketing surveillances, and other activity plans from the perspectives of compliance with related regulations and guidelines and ethical and scientific considerations. Moreover, all such activities are conducted based on contracts with medical institutions to ensure transparency and effective management for preventing any conflicts of interest. These precautions help us create information in an impartial manner.
In fiscal 2015, post-marketing surveillances were conducted with regard to edoxaban, prasugrel, and denosumab in Japan. In addition, we provided healthcare professionals with proper-usage information regarding the hemorrhagic adverse drug reactions that appeared due to use of Effient shortly after its launch as well as the safety and efficacy of long-term use of Memary based on the findings of post-marketing surveillances.
- *1. Studies conducted in accordance with contracts between medical institutions and pharmaceutical companies with the aim of contributing to the advancement of medical treatments for certain diseases; the reliability of data from these studies is maintained by preventing pharmaceutical companies from directly influencing data
- *2. Studies of products in daily medical examination environments conducted by pharmaceutical companies through contracts with medical institutions that are based on good post-marketing study practices
・Collection and Communication of Input from Healthcare Professionals
We collected approximately 27,000 safety reports in fiscal 2015 on adverse drug reactions and other matters related to marketed pharmaceuticals and investigational products from healthcare professionals in Japan. Together with the reports from our partners in and outside Japan, we received approximately 68,000 safety reports during the fiscal year. The Safety and Risk Management Department and the Pharmacovigilance Department add this information into our global safety database management system and then evaluate this information and submit reports to the regulatory authorities without delay as per the criteria stipulated by relevant regulations. We also perform analyses in relation to safety information, and we work to reflect the latest information into the proper-usage documents provided to healthcare professionals by our MRs.
In fiscal 2015, we enhanced our website to provide healthcare professionals with proper-usage information that is easier to understand and better matches the needs of those in the medical field.
・System to Utilize Customer Feedback
Daiichi Sankyo’s Medical Information Center regards “Innovation,” “Integrity,” and “Accountability,” as the Group’s common “Core Values.”
Based on core values for the group, the Center puts into practice its own four commitments: providing specialized information, making consistent and high-quality responses, addressing customers cordially , and utilizing customer feedback.
In reality the Center strives to offer sincere and personal service by providing patients and healthcare professionals with accurate information. As a result of this approach, the Center was ranked No. 1 in terms of overall customer satisfaction based on a questionnaire survey of Japan health insurance dispensing pharmacies conducted in fiscal 2015.*3
We hope that inquirers, including patients’ families or their caregivers as well as healthcare professionals or patients filled with anxiety or doubts about their treatments or drugs, will find making inquiries to Daiichi Sankyo’s Medical Information Center a satisfying experience. We are committed to conveying accurate information they request in an easy- to-understand manner.
All the staff on the Center continues to devote themselves to their studies and improve their skills and knowledge. Furthermore, we have instituted a system where a few employees are appointed as only dedicated to inquiries from patients or their communication. These staff take steps to fully understand the circumstances related to their inquiries and to try delivering peace of mind to patients anxious or doubtful about their treatments or drugs.
We keep in mind that we provide consistent and high-quality information by consulting a variety of pharmaceutical databases. Utilizing significantly basic product information and in-house equipped Q&A (questions and answers) system, we offer more prompt and satisfactory responses to inquiries than we are expected.
In addition, we use VOC (Voices of Customers) Portal, a system shared and utilized in-house, to analyze and visualize ideas, requests, or problems related to valuable feedback we received from patients or healthcare professionals via Medical Information Center. Furthermore, in fiscal 2015, we began placing some examples of such feedback leading to improvements in formulations or packaging on the section “Minasama-no-Koe wo Katachi ni” (Turning Our Customers’ Voice into reality) of our corporate website (in Japanese only). We believe that utilizing significant feedback we have received through our Medical Information Center to produce better pharmaceuticals will result in helping us contribute to society.
Furthermore, Medical Information Department has been arranged within Medical Affairs Division, which was established in fiscal 2016, to create a framework efficient enough to promote incorporating and utilizing customer feedback that is supposed to fit for medical affairs’ functions in the future.
- *3. A survey we conducted through an outside private research company
Please visit the following site for the section “Minasama-no-Koe wo Katachi ni”
(Turning Our Customer’s Voice into reality):
Number of inquires received(phamaceutical products)
Breakdown of Inquiries by Content (Fiscal 2015)
- 【VOICE】Serving as a Bridge Between Daiichi Sankyo and Healthcare Professionals or Consumers
Medical Information Center Therapeutic Category GroupⅠ
Medical Information Department, Medical Affairs Division
Daiichi Sankyo Co., Ltd.
I am on Medical Information Center, whose mission is responding to inquiries from healthcare professionals and consumers. In response to inquiries, we make sure to adhere to our slogan of “trust built and deepened with more single words of ‘thanks’.” The center receives approximately 500 inquiries every day on a variety of subjects, including the efficacy, safety, and quality of any Daiichi Sankyo’s products (see “Breakdown of Inquiries by Content”). We have instituted and maintained an in-house database consisting of information on Company products and seek to acquire knowledge about our own products to make quick and accurate responses to a variety of inquiries.
We realize that any inquiry arises from its particular circumstances. For this reason, we put much importance on thinking from the perspectives of any inquirers to understand their needs much better. With any facial expressions unseen when speaking over the phone, I take care to speak slowly and in a tone easy to listen to.
At the position of receiving feedback directly from healthcare professionals or consumers, I believe that we take responsibility as a bridge between the inquirers and Daiichi Sankyo. For this objective, we have instituted and operate the VOC Portal, a system for sharing feedbacks in-house. By compiling and analyzing inquiries, we try to identify unmet needs and then relay significant information to the division concerned. This has helped us improve formulations to make drugs easier for patients to take, revise packaging to one we can distinguish from any other drugs much more easily, and otherwise better our products. In addition, we have established the “Minasama-no-Koe wo Katachi ni” website to place information about some examples of feedback changed into product improvements. I hope we will continue to turn as many customers’ feedback as possible into reality.
・Communication with Patients
Daiichi Sankyo Group values communication with patients. We communicate with patients through multiple channels, such as Medical Information Center in Japan, which directly receives and responds to inquiries regarding information on Daiichi Sankyo’s products prescribed at medical institutions or dispensing pharmacies, and also indirectly through drug development process and interactions with healthcare professionals. In addition, we provide product information by posting “Kusuri-no-Shiori” (Drug Information Sheet) on our corporate website (in Japanese only), which serves as a supplementary communication venue, to help understand our drugs much better.
Communication with Shareholders and Investors
The Company engages in timely and proactive disclosure of information for shareholders, investors, and other market players based on the principles of transparency, impartiality, and continuity and in compliance with disclosure regulations.
In fiscal 2015, our investor relations activities included the General Meeting of Shareholders, quarterly financial results presentations and conference calls by the CEO, R&D Day, and an explanatory forum on the 5-year business plan. In addition, we participated in conferences held by securities companies, visited and held teleconferences with institutional investors. These activities were conducted on approximately 300 occasions both in and outside of Japan.
In addition, we issued an investor relations e-mail magazine containing recent topics related to the Group to investors twice per month, and a video message from the CEO was distributed twice during the year. Thirteen briefings for private investors were held at locations across Japan, with roughly 600 in total participants.
Communication with Employees
Daiichi Sankyo takes steps to ensure active internal communication with the aims of promoting an understanding and awareness of management insights and fostering a corporate culture in which the organization and its employees act as one to pursue the Company’s objectives.
Specifically, we issue internal newsletters for Group companies in Japan and for Group companies overseas four times per year. In addition, a variety of information is posted on Daiichi Sankyo’s intranet, including articles submitted from various divisions, videos messages from management, and other content detailing employee achievements inside and outside of the Company and explaining the passion our employees devote to their work.
The PATIO (our internal newsletter) was presented with the overall excellence award for annual company newsletters for fiscal 2015 for three consecutive years by KEIDANREN Business Services in Japan. The reasons for PATIO ’s receipt of this award included the strong sense of management’s commitment exuding from the pages and the editorial approach of tackling in a forward-looking manner what external experts pointed out to us. (See "VOICE" below.)
- 【VOICE】Active Communication Stimulated the PATIO Internal Newsletter
As a patio is a place where visitors gather to engage in free conversation, we chose this word as the name for our newsletter with the aim of providing a similar opportunity for communication. Each edition of PATIO features articles on a wide variety of subjects, ranging from information on management and Daiichi Sankyo’s global activities to close-to-home topics such as the employees working at various operating sites. The contents of PATIO are not limited to the articles included in the pages of its published version; we also try to provide more direct messages through early posting of articles on the intranet and distribution of videos. We will continue our efforts to present the words of the people we interview to all employees in a very real manner to provide opportunities for simulating even livelier communication within the Company.
Communication with ESG Rating Agencies
We actively communicate with agencies addressing socially responsible investment (SRI) and environmental, social, and governance (ESG) indices, such as the Dow Jones Sustainability Indices and FTSE4Good, as well as organizations related to the United Nations Global Compact and other stakeholders. We thereby seek to develop an understanding of social issues and expectations of the Company.
For example, when representatives from the Access to Medicine Foundation visited Japan in January 2016, we arranged a meeting with Daiichi Sankyo President Nakayama. The Access to Medicine Foundation is a global non-profit organization (NPO) based in the Netherlands. This organization ranks efforts to improve global access to medicine of 20 research-based major global pharmaceutical companies. During the meeting, we explained our initiatives on this front and shared information on issues regarding access to medicine faced around the world.
Meeting with the Access to Medicine Foundation
Communication with Local Communities
In 2012, the Daiichi Sankyo Kusuri Museum was founded in the Nihonbashi district of Tokyo, which has historically been associated with medicine. This facility is a museum for promoting an understanding of the Company’s drug discovery activities and the pharmaceutical industry as a whole through hands-on exhibits. Since opening its doors, more than 65,000 people have visited the museum*4. The facility welcomes visitors of all ages, and it is even used for drug education*5 programs for schools and company training.
- *4 As of September 2016
- *5 Study of pharmaceutical efficacy and side effects to learn proper usage
A state of the game about the function of medicine
Daiichi Sankyo’s Value Report 2015 Receives UCDA Award
Daiichi Sankyo’s Value Report 2015 (Japanese edition) received the first prize in the newly established CSR Report category (which includes integrated reports) of the Universal Communication Design Association’s UCDA Award 2015. The major reasons for the Company’s receipt of this award was due to the ability to explain our pharmaceutical company’s business model in simple and clear terms to the general public and the consistency of the design throughout the booklet.
External Verification of Environmental Reports
An external examining organization verified Scopes 1 and 2 (fuel, gas, electricity, etc.) for all domestic sites of Daiichi Sankyo Group (14 production and nonproduction sites in Japan) and the calculated amount of CO₂ in Scope 3, Category 1 (products and services purchased). (Verification period: April 1, 2015, to March 31, 2016)
Use of Compliance Reporting System
The Company has in place compliance reporting systems that can be used to report legal violations, harassment, or other issues at the Company or at Group companies in Japan to the Legal Affairs Department or an external law firm, etc. Swift and appropriate action is taken to address any issues reported.
Furthermore, each Group company in Japan provides reporting channels, such as a hotline or e-mail system.
The Company and Group companies in Japan have formulated internal rules related to internal compliance reporting clearly specifying that confidentiality will be maintained and that the individual reporting will be protected from any unfavorable treatment as a consequence of reporting.
Outside of Japan, we are estalishing compliance reporting systems that are matched to the circumstances in specific countries and regions. For example, Daiichi Sankyo, Inc., of the United States, employs an external compliance reporting system that is available on a 24-hour basis. Meanwhile, Daiichi Sankyo Europe GmbH, of Germany, installed an external reporting system that has been made available to all European companies under Daiichi Sankyo Europe’s jurisdiction and in all relevant languages.