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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
- Communication with Local Communities
- 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 the latest “Dialogue with stakeholders.”
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 MRs strive to contribute to improved quality of life for as many patients as possible, and therefore aim to become MRs that can accurately communicate the value of our products to healthcare professionals. Moreover, they seek to be recognized as trusted medical partners by the entire healthcare profession.
Based on Daiichi Sankyo’s Bright Days Together (BRIDGE) concept, 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. In addition, we pursue continual improvements in the activities of MRs in Japan by periodically surveying healthcare professionals through third-party investigation firms. In fiscal 2016, Daiichi Sankyo was ranked No. 1 in Japan in an overall assessment of MR activities in both the entire market and the hospital and private practice market categories. In the entire market and private practice market categories, we have maintained the top ranking for five consecutive years beginning with fiscal 2012. In addition, we have also been ranked No. 1 in media surveys by Nikkei Medical and other publications.
Assessment by Questionnaire
|Overall assessment of MRs||FY2014||FY2015||FY2016|
|All markets (all responding physicians)||No. 1
|Hospital market (hospital physicians)||No. 1
|Private practice market (private practice physicians)||No. 2
Conducted by ANTERIO Inc. (FY2014~FY2016)
・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 post-marketing surveillances*1 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 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 2016, post-marketing surveillances were conducted with regard to edoxaban, prasugrel, and denosumab in Japan. In addition, we provided healthcare professionals with information on the importance of managing blood pressure in the winter as part of our efforts to raise awareness regarding the risk of hemorrhaging in users of prasugrel. We also took steps to raise awareness regarding risks identified overseas in relation to denosumab, namely the risks of multiple vertebral fractures occurring in patients after the stop of osteoporosis treatment and of hypercalcemia occurring in children after administration has been ceased.
- *1 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 35,000 safety reports in fiscal 2016 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 81,000 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.
・Response to Inquiries from Patients and Healthcare Professionals
Daiichi Sankyo’s Medical Information Center is responsible for responding to inquiries from patients and healthcare professionals regarding the Company’s pharmaceuticals. The center strives to deliver accurate information in response to inquiries from patients and healthcare professionals and to serve them respectfully and empathetically. The center thus puts into practice its four commitments: providing highly specialized information, making consistent and high-quality responses, addressing customers cordially, and utilizing customer feedback. In fiscal 2016, steps were taken based on the perspective of our customers to improve the ease of being connected to an operator, make explanations easier to understand, and increase response speed. As a result of these efforts, the Medical Information Center ranked No. 1 among several pharmaceutical companies for the second consecutive year in terms of overall customer satisfaction based on a questionnaire survey*3 of Japanese pharmacies conducted in fiscal 2016. In addition to overall customer satisfaction, the center also ranked No 1 in the other seven survey categories in fiscal 2016 (see chart below).
We hope that inquirers, including patients’ families and caregivers as well as healthcare professionals and 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 based on their requests in an easy-to-understand manner. To this end, all members of the staff at the center continue to devote themselves to their studies to improve their skills and knowledge. In fiscal 2016, the entire staff of the center acquired the operator qualification provided by CONKEN(Japan Contact Center Education and Certification Association). Furthermore, we have instituted a system in which employees are designated as dedicated staff responsible for responding to patient inquiries. These employees take steps to fully understand the circumstances related to patient inquiries and try to deliver peace of mind to patients anxious or doubtful about their treatments or drugs.
We keep in mind the need to provide consistent and high-quality responses by accumulating knowledge pertaining to healthcare and to pharmaceuticals and by consulting a variety of pharmaceutical databases. Utilizing basic product information and an in-house question and answer system, we strive to offer even more prompt and satisfactory responses to inquiries. (See “Voice” below.)
- *3 A survey we conducted through an outside private research company
Eight Categories of Survey of Japanese Pharmacies
- Overall customer satisfaction
- Ease of connection to operator (wait time)
- Response speed (swift response)
- Understandability of explanations
- Provision of information going beyond boundaries of inquiry
- Operator attitude and word choice
- Coordination with MRs (follow-up activities by MRs)
- Desire to continue using center
- 【VOICE】Contribution to Medicine through Cordial and High-Quality Responses
Medical Information Center Group I Medical Information Department,
Medical Affairs Division
Daiichi Sankyo Co., Ltd.
The Medical Information Center receives around 500 inquiries from healthcare professionals and patients every day. Inquiries can be incredibly varied as they relate to Daiichi Sankyo’s approximately 200 products.
My colleagues and I endeavor to acquire knowledge related to Daiichi Sankyo’s products and the diseases they treat so that we can provide swift and accurate responses to a wide range of customer responses.
Inquiries from customers arise from various circumstances and needs. This fact, as well as the inability to see the other party’s facial expressions when speaking via the telephone, means that responses require a high degree of skill. We always endeavor to speak in an easy-to-discern tone and to develop an understanding of the circumstances and needs from which the inquiries of each individual customer arise. For inquiries that require a high degree of specialized knowledge, we coordinate with product representatives in order to supply quick and accurate responses.
Based on the slogan of “Trust built with every word of thanks,” the entire Medical Information Center team is working toward our shared goal of providing earnest responses that leave customers with inquiries satisfied.
Number of inquiries received (phamaceutical products)
Breakdown of Inquiries by Content (Fiscal 2016)
・System to Utilize Customer Feedback
Daiichi Sankyo recognizes that the feedback, or voice of customers (VOC), received from patients and healthcare professionals is of incredible value to the Company. For this reason, we use our VOC Portal to swiftly share inquiry details with relevant internal divisions in order to utilize the opinions and requests solicited from customers. In addition, examples of input that has led to improvements in formulations or packaging is posted on the section “Minasama-no-Koe wo Katachi ni” (Turning Our Customers’ Voice into Reality) of our corporate website (in Japanese only).
Furthermore, the Medical Information Department has been positioned within the Medical Affairs Division, which was established in fiscal 2016. Based on medical intelligence, we strive to incorporate and utilize customer feedback in creating higher-quality products and rapidly addressing changing social needs. We believe that this undertaking will make contributions to society.
Please visit the following site for the section “Minasama-no-Koe wo Katachi ni”(Turning Our Customer’s Voice 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.
・Incorporation of Input from Overseas Healthcare Professionals into Formulation Development
Daiichi Sankyo seeks to develop formulations that provide value in the forms of ease of use, satisfaction, and peace of mind through attentiveness to the true needs seen in the medical field. Part of our approach to accomplishing this goal is communication with patients and healthcare professionals.
As one facet of these activities, researchers involved in formulation development visit overseas pharmacies and hospitals in order to solicit direct feedback from the healthcare professionals working therein and develop an understanding of customer needs from a global as well as Japanese perspective.
Through coordination with overseas Group companies, we were able to expand the scope of these visits. Continuing the tradition started by visits to the United States and Brazil in fiscal 2014, researchers visited medical institutions in South Korea and China in fiscal 2016.
These activities have also had a positive side effect in the form of increased desire to contribute to society among researchers.
･ Innovative Formulations, Displays, and Packaging for taking medicines easily and preventing medicines from being taken by mistake
Daiichi Sankyo Espha Co., Ltd., is developing a line of generic drugs that use innovative techniques to make them easier to take or prevent them from being taken by mistake.
Examples of such innovations include printing drug names on tablets or displaying barcodes or original symbols on blister package sheets to make drugs easier to recognize. In addition, we have developed exterior cases for blister package sheets design to prevent mistaken consumption by small children and have introduced “i package” that improve upon the display methods used by individual drug packages. Features of i package include (1) detachable product information cards that contain codes detailing expiration dates and manufacturing numbers and that can be used as shelf nametags or for managing stocked sheets, (2) images that allow for the appearance of tablets to be confirmed prior to opening, and (3) QR codes that provide access to product documents.
• Receipt of Award for Patient-Accommodating Package Design
In October 2016, Daiichi Sankyo Europe GmbH received an award for a package design that contributed to increased ease of use for patients. We employ various techniques for improving medical adherence among patients. In addition to designing packages that are easy to open for elderly patients and patients with movement restrictions, we also utilize displays of dates on which medicine was taken in order to prevent patients from forgetting to take or mistakenly taking their medicine as well as QR codes that have access to the product information online.
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 2016, our IR activities included the General Meeting of Shareholders as well as a briefing session for shareholders held in Osaka. We also conducted quarterly financial results presentations and conference calls by the president and CEO, R&D Day, and the Daiichi Sankyo Seminar for institutional investors. In addition, we participated in conferences held by securities companies and 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 IR e-mail magazine containing recent topics related to the Group to investors twice per month, and a video message from the president and CEO was distributed three times during the year. Thirteen briefings for individual investors were held at locations across Japan, with roughly 900 participants in total.
Communication with Employees
Daiichi Sankyo takes steps to ensure active internal communication with the aims of promoting an understanding and awareness of management circumstances 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) has been presented with the overall excellence award in the magazine and newspaper category of 2016 KEIDANREN Newsletters Awards for four consecutive years. In addition, a special prize was received in fiscal 2016 for PATIO Movie: CEO’s WILL, a movie on the 5-year business plan, in the video category of this award program. Reasons for the receipt of these awards included the corporate culture illustrated in PATIO, which painted a clear picture of the forward-looking undertakings of employees, as well as the easy-to-understand approach of answering questions by CEO one at a time from employees adopted to explain the 5-year business plan in PATIO Movie: CEO’s WILL.
In fiscal 2016, Daiichi Sankyo implemented the Management Caravan program in which the president and CEO and other directors visited 40 operating bases located across Japan.
These management representatives spoke directly with line managers to facilitate understanding regarding the 2025 Vision and the 5-year business plan. The visits also provided an opportunity to share information on issues faced with those on the frontline of operations. In addition, discussion forums were held at work sites across Japan around the same time as the Management Caravan in order to gather questions and input from employees and share the information gained from the Management through Caravan visits. These initiatives were designed to help employees better realize their role as proponents of the 5-year business plan.
Awards ceremony: overall excellence award
- 【VOICE】Active Communication Stimulated the PATIO Internal Newsletter
Public Relations Group
Daiichi Sankyo Co., Ltd.
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
・Operation of the Daiichi Sankyo Kusuri Museum*1
We opened the doors of the Daiichi Sankyo Kusuri Museum in 2012. This facility is entering its sixth year of operation, and an aggregate total of 74,000 people*2 have visited over the years. Museum exhibits include those that provide easy-to understand explanations of the activities of pharmaceutical companies and the proper usage of medicine. Located in the Nihonbashi district of Tokyo, which has historically been associated with medicine, the facility welcomes visitors of all ages, and is even used for company training, school trips, and industry research by job hunters as well as by parents aimed at fostering a sense of curiosity in their children.
In 2017, the Museum began exhibiting videos in its theater that enable viewers to learn about the mechanisms behind cancer, a primary focus area for the Company’s R&D activities, and about state-of-the-art treatment methods. In addition, public relations (PR) videos using the Museum’s original characters are distributed via media outlets and social networking sites in order to spread understanding with regard to Daiichi Sankyo’s activities.
- *1 A venue which offers an entertaining,“experienced-based” learning opportunity to visitors, introducing medicine in an accessible, easy-to-understand way
- *2 As of April 2017
Inside the Daiichi Sankyo Kusuri Museum
Communication with Communities through Support for Japan Lifesaving Activities
Daiichi Sankyo has been supporting the activities of the JAPAN LIFESAVING ASSOCIATION since fiscal 2001. This organization advocates respect for human life, a principal that is congruent with the Company’s own mission. Specific events for which Daiichi Sankyo offers support include a nationwide lifesaving competition in Japan that provides an opportunity for lifeguards to further heighten the skills and physical prowess they build up on a daily basis. We also help hold the Daiichi-Sankyo JUNIOR LIFESAVING SCHOOL program (held at three areas in fiscal 2016), a workshop that teaches fourth-, fifth-, and sixth-grade elementary school students the importance of being able to protect their own lives. In recent years, we have been conducting activities in the disaster-stricken areas of the Tohoku region and Kyushu Prefecture through this partnership.
Commemorative photograph taken of participants in the Daiichi-Sankyo JUNIOR LIFESAVING SCHOOL
External Verification of Environmental Reports
An external examining organization conducted inspections covering the Daiichi Sankyo Group’s production and nonproduction sites in Japan and two production sites overseas. We received the independent third party verification on GHG emissions for Scopes 1 and 2 (direct CO2 emissions from energy use and indirect CO2 emissions from waste incineration at sites in Japan and overseas) and Scope 3 (Category 1: raw materials and goods purchased by Daiichi Sankyo Co., Ltd. And Daiichi Sankyo Healthcare Co., Ltd.) on water use and water discharge for 12 sites in Japan and overseas and on waste and water quality (BOD, COD) for 10 sites in Japan. (The Independent third party Verification period: April 1, 2016 to March 31, 2017)
External Third party’s verification procedures in progress
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 establishing 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.