Our customers who recommend, use or prescribe our products have placed their trust in us. We work hard every day to deserve that trust. In our service to patients, caregivers, and healthcare providers, we are committed to excellence in advancing human healthcare.

Customer Care

We treat healthcare professionals fairly and with care. We work to understand and meet their needs. We tell the truth about our products and capabilities and we do not make promises we can’t keep. In short, we treat healthcare professionals as we would like to be treated.

MAKE SURE YOU

  • Treat healthcare professionals fairly and honestly
  • Be responsive and clear to patient and healthcare professional requests and questions
  • Promise only what you can deliver and deliver on what you promise
  • Refer the healthcare professional to the right person when you cannot take care of it yourself
  • Respect the physician-patient relationship

WATCH OUT FOR

  • Pressures from colleagues or supervisors to cut corners
  • Telling others what you think they want to hear rather than the truth
  • Sending customers from one person to another without getting a real answer
  • Giving medical advice inadvertently or overtly
  • To learn more

    Patient Resources are available on Biogen's external website.

  • Interactions with Healthcare Professionals

    Healthcare professionals must determine the best course of care for their patients, and Biogen is committed to providing timely information to assist them in treatment decisions. This includes fair, accurate, and balanced product information, scientific and medical information, and safety information. Healthcare professionals practice medicine; Biogen employees do not.

    Due to the key role healthcare professionals play in determining which products to recommend, we take special care to avoid even the appearance of unduly influencing their decisions. We promote our products only for the uses that have been approved, cleared or authorized by the relevant governmental agency.

    When Biogen interacts with healthcare professionals, it does so with honesty, fairness and integrity. Our Written Standards, including this Code and Company policies, reflect the requirements of industry association codes and applicable laws that prohibit misuse of influence, improper incentives, kickbacks, bribes, or anything of value in exchange for recommendation, use, prescription, or referral of products or services. Specifically, our Written Standards provide guidance about appropriate business transactions, the selection of external stakeholders for engagements, oversight of communications and content, fair market value and other financial constraints, and  record-keeping and documentation practices to help ensure integrity in our relationships with healthcare professionals.

    MAKE SURE YOU

    • Only engage in interactions with healthcare professionals that advance patient care and support the ethical and compassionate practice of medicine
    • Examine all relationships and arrangements with referral sources, physicians, vendors and suppliers to be certain there are no kickbacks for the referral of patients or for prescriptions written
    • Never try to interfere with or unduly influence a healthcare professional’s decision about patient care
    • Immediately refer any questions to the Compliance, Legal, or the helpline

    WATCH OUT FOR

     

    • Additional requirements when interacting with healthcare professionals who are employed by or affiliated with government or regulatory bodies

     

    Excellence in everything we do. We don’t buy the business. We believe that every patient should be put on the best product for their health regardless of who manufactures the product.

  • To learn more

     

    • External Stakeholder Engagement Guidance
    • Global Antibribery and Anticorruption Policy


    • Global Conflict of Interest and Outside Activities Policy
    • Global Materials Review Policy

    For all policies refer to the iNet

     

  • Marketing Practices

    To ensure the safe and proper use of our products, information provided to patients and healthcare professionals about our products in the packaging label, inserts, local prescribing information, and marketing and sales material must be in compliance with all applicable laws and must be approved and reviewed appropriately.

    MAKE SURE YOU

    • Provide only approved materials on the products and services we offer
    • Avoid actions that could create the perception of impropriety, including inflated claims, disparagement of competitors or other deceptive marketing communications

    WATCH OUT FOR

    • False or misleading information or misrepresentations of our products or those of the competition
    • Overstatement of the efficacy of our products
    • Statements that downplay or minimize the risks associated with our products
    • Messages or marketing materials that have not been properly reviewed and approved
    • The promotion of products for uses other than their approved use

     

    We will continue to behave with the highest ethical standards, and we will continue to win the trust and loyalty of our customers.

  • To learn more

    • Global Antibribery and Anticorruption Policy


    • Global Materials Review Policy


    • Global Competition Law Policy

    For all policies refer to the iNet