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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 (see diagram below). 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.
The Daiichi Sankyo Group’s Stakeholders and Provided Values
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
How we address CSR issues
Communication with stakeholders is one of the most important initiatives for CSR.We will continue improving the quality of our CSR activities by always listening to our stakeholders within and outside the company and enhance corporate quality in order to grasp the needs of ever-changing and diverse society and link them to the Daiichi Sankyo Group’s sustainable growth.
Please click here to see the latest “Dialogue with stakeholders.”
Communication with Healthcare Professionals and Patients
•Aiming for being a trusted medical partner
Medical representatives (MRs) play a particularly important role in providing, gathering, and disseminating information to healthcare professionals including doctors and pharmacists.
Information that healthcare professionals need differs greatly depending on the circumstances of the patient examined as well as the position and role of the healthcare professional. For example, they may be a family doctor, a specialist, a hospital pharmacist or at a dispensing pharmacy.
Based on Daiichi Sankyo’s Bright Days Together (BRIDGE) concept, we hope to form a bridge to a brighter future for patients, their families, and healthcare professionals by responding appropriately to a wide range of diverse and constantly changing information requirements, and by striving to provide assistance.
In addition, we aim to be seen as a trusted medical partner by all people involved in healthcare.
We also pursue continual improvements in the activities of MRs in Japan by utilizing surveys conducted on healthcare professionals by third-party research firms. In fiscal 2017, 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. We have maintained the top ranking for six consecutive years in the entire market and hospital categories, beginning with fiscal 2012.
In addition, we have received the top rating from the external media as a company that employs MRs who proactively foster cooperation among regional healthcare institutions in response to the Japanese government’s plan to develop healthcare in these areas.
Assessment by Questionnaire
|Overall assessment of MRs||FY2015||FY2016||FY2017|
|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. (FY2015~FY2017)
•Provision of High-quality Information to Healthcare Professionals
Given that pharmaceuticals by nature have both benefits and risks that must be carefully balanced, it is important for pharmaceutical companies to generate high-quality information on their efficacy and safety, and to provide the information to the medical field in order to promote their proper use. In the early phase after the launch of a new drug, 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 the drug was confirmed in the development phase. Through cooperation among relevant units, the Daiichi Sankyo Group generates information through identifying necessary and missing information from professional viewpoints and conducting post-marketing surveillance*1 after obtaining cooperation from healthcare professionals. With the results provided on a timely basis to healthcare professionals through medical journals, conference presentations, and proper use materials, the proper use of drugs is promoted with the aim of contributing to medical technology.
High-quality information is information created under compliance with laws and regulations which possesses medical and scientific value. Therefore, we check compliance with relevant laws, regulations and guidelines, as well as ethical and scientific aspects, when conducting post-marketing surveillance. We also strive to create fair information by ensuring transparency through completing these procedures based on contracts with medical institutions and appropriately managing conflicts of interest.
During fiscal 2017, Daiichi Sankyo conducted post-marketing surveillance for products including Edoxaban and Prasugrel in Japan. Furthermore, we made efforts to ensure the safety of patients through providing information on the importance of controlling blood pressure for Edoxaban and Prasugrel, together with initiating support for coordination between physicians and dentists for Denosumab.
- *1 A surveillance run by pharmaceutical companies for their products on day-to-day investigation through contracts with medical institutions based on the ministerial ordinance on GPSP (Good Post-Marketing Study Practice)
•Collection of information from Healthcare Professionals and its feedback
Daiichi Sankyo collects about 31,000 pieces of safety information including side effects on commercially available products and study drugs annually from healthcare professionals in Japan. When including information from our partner companies abroad, about 93,000 pieces of information are collected in total (fiscal 2017 results). The Safety and Risk Management Unit and Pharmacovigilance Department enter the information into the company’s global safety database management system to evaluate it and promptly send reports on findings to the regulatory authorities based on regulatory standards. Furthermore, once the safety information is analyzed, the latest findings are provided as feedback to healthcare professionals through MRs as proper use materials.
•Response to Inquiries from Patients and Healthcare Professionals
Our Medical Information Center responds to inquiries from patients and healthcare professionals on Daiichi Sankyo’s prescription products. Our Medical Information Center strives to serve patients and healthcare professionals with the utmost respect and empathy while delivering accurate information. The Center puts into practice its four commitments: providing highly specialized information, giving consistent and high-quality responses, addressing customers cordially, and utilizing customer feedback.
During fiscal 2017, we worked on accelerating connections to operators, improving operator’s language and customer service, and providing information that goes above and beyond the original inquiry. As a result of these efforts, we were ranked No. 1 in overall customer satisfaction for 3 years in a row following fiscal years 2015 and 2016 based on a questionnaire survey*4 in Japanese health insurance pharmacies. Moreover, the Center kept its No. 1 spot for 2 consecutive years on all 8 items (see chart below) in the fiscal 2017 survey.
The Medical Information Center strives to deliver accurate information in an understandable manner and continues to improve skills so that healthcare professionals, as well as patients, their families and caregivers who have concerns and questions, will be satisfied with the service they receive from Daiichi Sankyo’s Medical Information Center.
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
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.
In addition, we decided to incorporate a call center assistance system that uses artificial intelligence (AI) in fiscal 2017. Starting from April 2018, Daiichi Sankyo will start applying this technology to inquiry response functions for all product Q&As ahead of our competitors. This system recognizes the intent and meaning of inquiries, and finds closely related Q&A data in an instant so as to deliver an optimal answer for the individual making the inquiry. We have previously launched initiatives to improve response speed including the preparation of new Q&As and the refinement of product knowledge. We introduced AI with the goal of delivering information even more swiftly as an effective enhancement that can bring immediate results.
Facilitating the education of AI is pivotal when introducing these technologies, but we succeeded in achieving high response accuracy within a short period by having our Medical Information Center staff who possessed expertise in this field take charge of this process. Through the utilization of this system, we aim to deliver optimal information tailored to healthcare professionals and patients more rapidly (see VOICE below).
- 【VOICE】Aiming to Achieve Even Greater Satisfaction with Our AI Inquiry Response System
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. The Center endeavors to acquire knowledge related to Daiichi Sankyo’s products and the diseases they treat so that it can provide swift and accurate responses to a wide range of inquiries. Our Medical Information Center has received high praise and trust in its r esponses to inquiries. The Center takes care in responding to inquiries courteously as a representative of the Company, and strives daily to make inquirers feel happy to have contacted Daiichi Sankyo. To further enhance the quality of the r esponses, we started running a call center support system using AI (artificial intel ligence) in April 2018, enabling us to promptly deliver necessary and optimal information. Daiichi Sankyo aims to achieve even greater satisfaction with our AI inquiry response system going forward.
Number of inquiries received (phamaceutical products)
Breakdown of Inquiries by Content (Fiscal 2017)
•System that Leverages Voice of Customer
The Voice of Customer (VOC) from patients and healthcare professionals is the most precious source of information we can obtain. In order to utilize VOC to create better products, Daiichi Sankyo aims to improve methods of obtaining it periodically. VOCs collected on a daily basis, for example, through the Medical Information Center, are analyzed and shared promptly among employees through the VOC portal. This data is used to address issues and ultimately leveraged to develop specific improvement measures and responses to medical needs. Some data that have led to improvements in product formulation and packaging have been released on the “Materializing Everyone’s Voices” page of the Daiichi Sankyo website.
We believe that responding quickly to ever-changing medical needs through creating better products that reflect feedback will lead to contributions toward society.
Please visit the following site for the section SBOBET,SBOBET Asia“Minasama-no-Koe wo Katachi ni”(Turning Our Customer’s Voice into reality):
•Communication with Patients
The Daiichi Sankyo Group places emphasis on communication with patients. We communicate with patients through multiple channels, such as the Medical Information Center, which directly receives inquiries regarding information on Daiichi Sankyo Group’s products prescribed at medical institutions or dispensing pharmacies, indirect communication via drug development and healthcare professionals, and a supplementary communication tool to help understand drugs via the “Kusuri-no-Shiori (Drug Information Sheet)” posted on our website.
•Efforts through COMPASS
We want to create products that meet patient's needs. To accomplish this, the R&D Division has planned bedsite visiting at hospitals and opportunities such as lectures as part of the COMPASS (“Compassion for Patients” Strategy) to better understand patients and medical field.
During fiscal 2017, we carried out a project in which we heard from cancer survivors and patients with intractable diseases to get insights of their situation and unmet medical needs. The project also deepened mutual understanding through presenting a drug discovery process to patients. In particular, our project that visualized experiences and emotions experienced by patients with inborn errors of metabolism and their families, was a precious opportunity. This allowed patients, their families, physicians, and Daiichi Sankyo employees to discuss their thoughts, jointly creating patient journey maps. We will also continue implementing activities that deepen our understanding of patients and the medical field through COMPASS in fiscal 2018.
Employees helping to create a Patient Journey Map
? Incorporation of Input from Overseas Healthcare Professionals into Formulation Development
Through communication with patients and healthcare professionals, Daiichi Sankyo seeks to develop formulations that add value including ease of use, satisfaction, and reassurance with consideration for the true needs in the medical field. 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 grasp customer needs from both global and Japanese perspectives. Through coordination with overseas Group companies, we were able to expand the scope of these activities. 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 and Germany in fiscal 2017.
These activities have also had a positive effect in the form of increased motivation to contribute to society among researchers.
? Formulation, Labeling and Packaging Schemes for Easier-to-Swallow and Prevention of Medication Errors
Daiichi Sankyo Espha offers generics that are easy to swallow and prevents medication errors.
For example, we improved distinguishability of tablets by printing the drug name on both sides and labeling barcodes and original symbols on the PTP sheets. In addition, Daiichi Sankyo Espha developed outer packaging for PTP sheets with an added feature that prevents accidental ingestion by small children and innovative labeling called “iPackage” on the individual packaging box. The iPackage features the following: (1) Detachable information card with code involving expiration date, manufacturing number that can be used as a product shelf label or to manage remaining sheets; (2) Tablet image that allows appearance of tablet to be checked before opening the package; and (3) a QR code that displays the package insert when scanned.
Several AGs*2 launched during fiscal 2017 also incorporate double-sided printing on tablets and the iPackage design.
- *2 Authorized generics: Generic drug manufactured after receiving license from the brand-name pharmaceutical company
? Receipt of Award for Patient-Friendly 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 discloses information according to its IR information disclosure policy, which complies fully with disclosure regulations. The policy calls for engaging in the timely and proactive disclosure of information for shareholders, investors, and other market players based on the principles of transparency, impartiality, and continuity.
In fiscal 2017, our IR activities included delivering the Convocation Notice of Ordinary General Meeting of Shareholders (in both Japanese and English) three weeks in advance as well as disclosing information four weeks in advance on the Internet. This was to ensure sufficient time for shareholders in Japan and overseas to consider before exercising their right to vote. In addition, we held a briefing session for shareholders in Nagoya to provide a place for communication with shareholders.
We also held quarterly financial results presentations and conference calls by the management, an R&D Day as well as the Daiichi Sankyo Seminar, which was hosted by internal specialists for institutional investors. Some of our newly launched initiatives include organizing seminars for institutional investors held immediately after R&D product presentations made at academic conferences, and holding similar seminars for securities companies upon request. As part of the regular activities for gathering IR information, we participated in conferences held by securities companies and visited and held teleconferences with institutional investors. These activities took place on approximately 350 occasions both in and outside Japan. With regard to ESG, we had conversations with experts and investors on six occasions, and held nine shareholder relations (SR) consultations for individuals dealing with voting.
In addition, we issued a twice-monthly IR e-mail magazine to investors, featuring recent topics related to the Group. Eight briefings for individual investors were held at locations across Japan with roughly 900 participants in total.
We also communicate our thoughts on management, along with non-financial information covering the company’s history, strengths, and growth potential, to our shareholders and investors through the Value Report, which acts as an integrated report, so they will have a better understanding of our improvements on sustainable corporate values.
Communication with Employees
Daiichi Sankyo takes steps to ensure active internal communication with the aims of facilitating an understanding of management circumstances and fostering a corporate culture in which the organization and its employees act as one to pursue the Company’s objectives.
We issue internal newsletters four times a year for both our Groups in Japan and abroad, which provides content that includes topics provided by departments and units, video messages from the management team, and opinions of employees who are developing new drugs, through the Company’s intranet.
Our internal newsletter PATIO received the overall excellence award in the magazine/newspaper category by the annual company newsletter recommendations released by KEIDANREN Business Services in fiscal 2017 for 5 consecutive years from 2013.
PATIO was appreciated for its concrete presentation of the progress and issues in the Company’s mid-term business plan, featuring many employees, and the inclusion of opinions from outside the Company.
In fiscal 2017, we implemented the Management Caravan program. This program involved the CEO and COO among other directors visiting 33 operating bases located across Japan as well as making visits to overseas Group companies in view of achieving the 2025 Vision and 5-year business plan. Marking its 2nd year following on from previous fiscal year, senior management and line managers have vowed to improve the Daiichi Sankyo Group’s overall ability to achieve by sharing news of our accomplishments and challenges to date.
The Management Caravan at Daiichi Sankyo Brazil
Communication with ESG Rating Agencies
Daiichi Sankyo strives to identify social issues and matters that the company needs to address through communication with CSR/ESG rating agencies such as the Dow Jones Sustainability Indices, FTSE4Good Index Series and MSCI, as well as the United Nations Global Compact and other stakeholders.
When the Access to Medicine (ATM) Foundation visited Japan in January 2016, George Nakayama (the President at the time), held a meeting with them. The ATM Foundation is a global non-profit organization headquartered in the Netherlands. The ATM Index analyzes the top 20 research-based pharmaceutical companies around the world and ranks them according to their efforts and levels of contribution towards improving access to medicine in developing countries. In this meeting, the Company briefed initiatives they were working on, and shared thoughts on issues pertaining to pharmaceutical access throughout the world.
Meeting with the Access to Medicine Foundation
Communication with Local Communities
•Operation of the Daiichi Sankyo Kusuri Museum
With 2018 marking the Daiichi Sankyo Kusuri Museum’s 7th anniversary since opening in 2012, the total number of visitors has reached 100,000*3.
The Museum exhibits include easy-to-understand explanation of the activities of pharmaceutical companies and the proper use 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, news about summer and spring events and public relations activities were distributed via media outlets and social networking sites. This resulted in visitors exceeding 20,000 for 2017, 40% more than the average in past years. To further enhance the experience of visitors, a photo booth with original characters “Kusuri Detective James” and “Kusurina” was installed in 2018. We are also offering information to spread understanding among all our stakeholders with regard to Daiichi Sankyo’s activities.
- *3 As of July 2018
Inside the Daiichi Sankyo Kusuri Museum
•Communication with Local Communities through Support of Lifesaving Activities
Daiichi Sankyo has been supporting the Japan Lifesaving Association (JLA), which embraces a common philosophy of “respect for human life,” since fiscal 2001. We support the “Japan National Lifesaving Championships” in which lifesavers who train everyday challenge one another in a match of physical strength and techniques, as well as the “Daiichi Sankyo Junior Lifesaving Class” (3 locations in Japan for fiscal 2017) where children in the 4th to 6th grades learn the importance of protecting their lives by themselves. We have recently been launching activities in disaster-stricken areas such as the Tohoku and Kyushu regions.
Participants posing for photography
•Daiichi Sankyo’s Efforts to Deepen Understanding on Dementia Among Employees
Dementia requires communities as a whole to work on issues, together with medical care. Daiichi Sankyo announced a project with the slogan “Good Life for Person with Dementia” and is providing aid in order to develop a society where dementia patients can continue enjoying a lifestyle of their choice while remaining in their hometowns. In fiscal 2017, more than 3,000 executives and employees took classes on becoming a dementia patient supporter to correctly understand the disease and become leaders in changing the society to one that accepts these patients. Seminars for employees’ families were also held throughout Japan to further spread understanding. We plan to expand our scope to outside the company for fiscal 2018.
Daiichi Sankyo also implements measures for each of its employees to deepen their understanding of cardiovascular diseases. About 2,700 employees in the Sales & Marketing Unit, which is responsible for delivering information to healthcare professionals, have acquired lifesaving or other similar certifications.
External Verification of Environmental Reports
An external review organization conducted inspections covering the Daiichi Sankyo Group’s production and non-production sites in Japan and two production sites overseas. We received 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, on waste for 10 sites in Japan, and on water quality (BOD, COD) for 5 sites in Japan. (Verification period: April 1, 2017 to March 31, 2018)
Use of Compliance Reporting System
The Company has in place compliance reporting systems that can be used to report legal violations, harassment, or other internal 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 and prevent damage from occurring or spreading. A harassment consultation desk is also located in the Human Resources Department, each business location and external organizations.
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 clearly specifying that confidentiality will be maintained; that the individual who made the report will be protected from any unfavorable treatment as a consequence of reporting; that anonymous reports will be accepted; and that punishment will be mitigated even if the individual who made the report is involved since the person reported the fraud themselves.
Furthermore, the Company also receives reports from outside the Company through the Company’s website.
Outside of Japan, we are establishing and operating compliance reporting systems according to the circumstances in specific countries and regions. For example, Daiichi Sankyo, Inc., of the United States employs an external compliance reporting system available on a 24-hour basis. Meanwhile, Daiichi Sankyo Europe GmbH of Germany has installed an external reporting system available to all European companies under Daiichi Sankyo Europe’s jurisdiction and in all relevant languages. Both of them receive reports from outside the companies on their websites as well.