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PulseLineMedical Information Contact Center
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Medical Information Contact Center

Approved medical information, and a specialist when you need one.

Support for healthcare professionals, patients and caregivers, from product questions to quality complaints and safety reports.

Explore how we can help

Who we support

Information shaped around who you are

Healthcare professionals

Clinical and scientific information on dosing, mechanism of action and study data.

Patients

Clear, approved information about your medicine or device, and how to report a concern.

Caregivers

Approved product and safety information to help you support someone in your care.

How we can help

One team for questions, complaints and safety

Product quality complaints

Something wrong with a medicine?

Report damage, contamination or any other defect. We log your complaint with a case reference, and arrange a refund or a replacement.

  • Medicines and packaging
  • Refund or replacement
  • Secure photo upload
Medical device issues

A device not working as it should?

Report a malfunction, physical damage, a battery fault or an incorrect reading, and our team will review it.

  • Malfunctions and damage
  • Battery faults
  • Incorrect readings
Side effects and safety

Experienced an unexpected effect?

Tell us what happened after using one of our products. Our Safety Team reviews every report and follows up with you directly.

  • Reviewed by our Safety Team
  • Direct follow-up
  • Your own words are enough

Medical information enquiries

Approved uses, dosing, storage, how a product works, or study data.

Check an existing case

Use your case reference number and the email address on the case.

How it works

From your first message to the right outcome

  1. Step 1

    Tell us what you need

    Start in your own words. The assistant confirms it has understood.

  2. Step 2

    Share the relevant details

    One question at a time. You can decline any question, or ask for a person.

  3. Step 3

    Reach the right outcome

    A specialist picks up with your details, or you receive a case reference.

Reporting a product

What to have ready

  • The product or device name
  • Strength and pack size, or model and serial number
  • Lot number and expiry date, from the packaging
  • Where you bought it
  • A photo of the issue, which you can upload right in the chat

Privacy and safety

How your information is handled

  • Sensitive numbers removed

    If you type a card or Social Security number, it is removed before your message is stored or read by the assistant.

  • No bank details in chat

    We never collect bank details in chat. For a refund by direct deposit, our refunds team contacts you through a secure channel.

  • Protected by design

    Your conversation is encrypted while we work on it, and our working copy is deleted automatically 12 hours after your last message.