My journey into the Medical Science Liaison (MSL) role did not begin in the pharmaceutical industry, it began in the hospital. I spent five years working in a clinical setting, learning firsthand about patient care, the challenges of treatment, and the realities faced by both patients and healthcare providers. Those years shaped my perspective deeply; I saw where medicine could change lives, but also where gaps lie, be it in the ever-advancing medical field, limitations in resources, and ever-changing policies. This experience eventually led me to pursue a career in the pharmaceutical field with a local pharmaceutical distributor in the SEA (Southeast Asia) region, where I discovered the role of the MSL, a position uniquely designed to bridge the worlds of science and patient care. What once began as a profession focused on disseminating clinical knowledge has now become a platform for driving insights, collaborating with healthcare professionals on clinical research, and shaping the future of healthcare management in Malaysia and beyond.
An MSL is a scientific professional within Medical Affairs who engages with healthcare providers to exchange knowledge, generate insights, and support evidence-based decision-making. MSLs focus on science and serve as trusted partners in advancing patient care. To me, the essence of the role is simple yet profound: ensuring the right medicine reaches the right patient for the best possible outcome.
One challenge I faced early in my MSL career was learning how to build trust with key opinion leaders (KOLs). Malaysia’s healthcare system is diverse, including both public and private settings. Every conversation revealed different needs of the healthcare professionals in their respective settings. Malaysia’s diverse patient populations also demanded various needs, thus providing valuable insights into treatment practices and highlighting gaps where improvements could be made, such as patient access to treatments, a multidisciplinary approach, inter-usage of insurance reimbursement, and public health funds. Earning the trust of KOLs required patience, consistency, and cultural sensitivity. But once trust was built, these partnerships became powerful drivers of change, leading to more meaningful exchanges and even collaborative research initiatives.
The most rewarding part of my work has been collaborating with KOLs on clinical studies and real-world data projects. While Malaysia may not conduct the same volume of large-scale trials as bigger markets, the data we generate is no less important. It reflects our unique patient populations, our local practices, and the unmet needs that must be addressed. Contributing to these projects has been a reminder that science is global, but solutions must always be locally tailored.
Fig 1: As a Medical Affairs team, we participated in the Real-World Evidence Conference to equip ourselves with knowledge on real-world evidence.
In my current organization, I also play a role in product evaluation. This means critically reviewing scientific evidence for new products that the product sourcing team is considering for distribution. At first, this responsibility felt daunting as our assessments could influence whether or not a therapy was introduced into the country. Over time, I came to see it as a privilege; an opportunity to safeguard scientific credibility and ensure that only therapies backed by robust data and aligned with patient needs reach the market.
Fig 2: Medical Affairs team with two interns during their farewell.
Technology has added new dimensions to the MSL role. My organization has built an online platform where healthcare professionals can access scientific modules, discuss evolving disease management, and engage with peers. It has expanded our reach and offered flexibility for busy clinicians. Yet, even with these advances, I’ve found that face-to-face interactions remain irreplaceable. Whether in hospitals, academic centres, or scientific congresses, in-person conversations carry an authenticity that deepens trust and builds lasting professional relationships.
Over time, I’ve also come to appreciate the broader responsibilities of the role. Reviewing promotional materials to ensure compliance with the local Pharma Code reinforces the importance of ethical communication. Supporting commercial colleagues by providing them with strong scientific foundations helps ensure that healthcare professionals always receive accurate, responsible information. These tasks may not always be visible, but they are essential for maintaining integrity across the organization and the industry.
In Malaysia, the MSL role often collaborates across multiple functions. In smaller markets, leaner MA teams often mean MSLs collaborate across multiple subfunctions, such as business development support, training, or contributing to areas like Medical Information, PV, or clinical trial activities. At times, balancing this breadth with the depth required for scientific engagement can be challenging. What has kept me grounded is remembering the true core of the role: to enable patient access and improve patients’ outcomes. That clarity has guided me through every new responsibility.
Fig 3: This picture was taken during one of the collaborative initiatives between the Commercial team and Medical Affairs at an HCP event.
Looking back, I realize the MSL role has been as much a personal journey as a professional one. My years in clinical practice taught me the realities of patient care, and my years in pharma have shown me how science, collaboration, and trust can change those realities for the better. The most fulfilling moments are still the simplest ones, hearing a story of a patient who benefited from a therapy I once reviewed as data on paper.
As the profession continues to evolve in Malaysia, I believe we have an important role in shaping the future of Medical Affairs. By blending scientific rigor with compassion, digital tools with personal connection, and global knowledge with local realities, we can continue to deliver on the purpose that drew me here in the first place: making sure the right patient gets the right medicine, for the best possible outcome.
Disclaimer: The author acknowledges the use of ChatGPT for language refinement, specifically for grammar and sentence structure editing only.
About the author:
Dr Arumtathy d/o Chandran, MD, USM
With over five years of clinical experience and more than two years in the pharmaceutical industry, I bring a unique blend of patient-centred insights and industry expertise. My work centres on supporting healthcare professionals and advancing medical strategies through evidence-based insights.
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