"We’ll All Be Patients One Day”: Ensuring the Safest Journey for Everyone"

Meet Charlotte Vanmedegael and Laurence Cristolovean two of our colleagues responsible for patient safety.

For Patient Safety Day, we sat down with them to discuss their roles, the moments that underscored the importance of their work, and what drives them to keep going every day.

Can you walk us through a typical day at work??

Charlotte: Our main job is to make sure all reports of adverse events are accurately recorded. An adverse event is when a patient has a negative experience, like weight loss or headaches, while using our products.?Last year, we had 425 such cases for Belgium. We often talk with those who report these events to gather complete information. We also support our colleagues in ensuring they meet all safety requirements in their projects.

Laurence: Our role has evolved over the years. Now, we focus more on being proactive. We work with colleagues responsible for specific products to look at the whole patient journey and find safety needs. For example, we might need more information on managing a certain side effect after switching therapies.

Can you share a moment or patient interaction that made you realise the impact of your work on patient safety?

Laurence: I remember hearing about a patient who sadly passed away in the hospital because he didn’t have his “patient card.” These cards contain important information about a medicine’s safety risks. If the patient had the card, the healthcare team could have better managed his care. That moment really hit me—I realised how crucial our job is in getting the right safety information to patients and healthcare professionals.

Charlotte: Follow-up calls with patients can be challenging. Many are seriously ill and may not prioritize reporting side effects. Some don’t even know they should report them—to us or their doctor. I remember a husband of a breast cancer patient who called us several times with updates on his wife. He said he wanted to help future patients by reporting side effects. It was touching that he made this effort despite what he was going through.

What personal experiences or values drive your commitment to patient safety? How do they shape your daily approach to work?

Charlotte: I’ve seen colleagues report side effects for themselves or their loved ones. Those moments really hit home—suddenly, patients aren’t just cases; they’re people we care about. A manager once said we’ll all be patients one day. I think about that every day as I work toward the safest journey for all patients.

Laurence:

I often hear from colleagues or healthcare professionals that reporting side effects feels like a burden or a risk. But it shouldn’t be seen that way. Reporting isn’t negative—it helps us learn more about our medicines and ensure better treatment for patients. This reminds me every day of our purpose and responsibility to ensure safe healthcare. Safety should be seen as an opportunity to do what is right for patients.

Patient safety is everyone's responsibility. The dedication of Charlotte, Laurence, and so many others shows what it takes to make healthcare safer. This Patient Safety Day, let’s recognise their efforts and remember that each step toward safety helps create a better future for patients.