When you have years of experience partnering with clients, you take the time to listen, recognize the hurdles and understand the ultimate objectives. By developing a series of best practices, we took a partnership approach and streamlined processes for a world-leading growth hormone manufacturer that was 6th to market with its clinically-equivalent product.
Gaining sales momentum was challenging. A high focus was placed on both patient and physician experiences. We discovered a fragmented, siloed patient support program managed by numerous vendors that ultimately was prohibiting the program’s effectiveness. The client’s manual process was interfering with the flow and needed to be consolidated. Patient engagement and physician loyalty were nearly non-existent.
After a landscape analysis of the competitors, marketplace and existing programs, the foundation for a patient centric process began to emerge. Working collaboratively, several key elements were identified and changed. Manual forms moved to electronic, agents were assigned dedicated tasks for more focus, and case managers were aligned to specific territories to establish and build relationships. The next step was to look at the clinical piece and connect this important element into a single branded experience. We established a best practice of locating a nurse for one-on-one training within a 100-mile radius of any potential patient. By bringing the process in-house, we could recruit, educate and train nurses who were then deployed to the patient’s homes, personalizing the training. By acting as an extension of the manufacturer’s product and focusing on caregiver education, patients had a better experience which promoted adherence for continued brand loyalty.
Re-designing the program and focusing on the patient experience resulted in an increase in patient engagement and operational efficiency. The program’s success, as a newly-consolidated program, reduced delays in therapy initiation and transition errors. Steady growth was seen in both market share and satisfaction scores from patients and physicians which increased the patient adherence and brand loyalty. By partnering with an experienced team, this client became #1 in total market share and realized record new patient enrollments using these patient-focused support elements.
An independently owned company, PharmaCord provides services to biopharma manufacturers supporting the commercialization of specialty products. The company is the connector between manufacturers, patients, physicians and payors. Solutions drive efficient and rapid therapy initiation and increased patient engagement.