Case Studies

Powering innovation in
patient engagement

Client

  • Medical and Patient Lead in charge of creation of a global patient support program for a break-through new multiple sclerosis treatment, with a distinct dosing profile

Challenge

  • Drive patient adherence during initial course of treatment and then re-engagement after a one-year drug holiday
  • Deliver a “modular” patient support program that could support numerous launch markets with varied regulatory restrictions and requirements for integration with legacy call centers
  • Provide a differentiated patient experience that would “leap frog” competitive offerings

Solution

  • Advised on design of patient experience that supports compliance during the initial course of treatment and establishes a connection to re-engage over time
  • Identified partnership with mobile app supplier that provided client with core functionality, exclusive rights to embed access to its PSP, and patient distribution
  • Oversaw PMO responsible for delivering global program asses and driving roll-out to participating affiliates
  • Directed creation of modular PSP framework consisting of app functionality, branding materials, program collateral and APIs that enabled markets to integrate global components into their local offerings
  • App was fully integrated with Nurse call center channel and enabled patients to:
  • – Receive treatment reminders

    – Tap to confirm tablet has been taken

    – Visualize place in the treatment journey

    – Track tablets taken

    – Receive "what happens next” messages

    – View appointments input by the PSP Call Center operator

    – Receive reminders and notifications about these events

    – Speak to, or instant message a Call Center operator

    – Watch videos about drug treatment

    – Receive links to wellness information, understanding tests, communicating with your healthcare team

  • Provided technology advice to drive integration of app with existing IT infrastructure

Results

  • On-time launch
  • First ever global PSP program for client
  • Most innovative EU PSP in MS category
  • Now planning evolution of service for other MS product in portfolio
  • Adherence
  • Patient support programs
  • Mobile strategy
  • Medical strategy

Behind the scenes

This engagement required a mixture of patient engagement strategy expertise, familiarity with EU patient support programs and strong international technical program management experience. Our Stem leads were:


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