The Patient & Clinician Experience
We design and deliver patient and clinician experiences that have a measured impact on adherence, persistence, and real-world outcomes.
Fewer Points of Failure
- Clinician doesn’t identify patient
- Missed/wrong dose
- Unmanaged adverse events
Outcomes (RWO) +
Return on Investment (ROI)
- Brand choice
- Adherence to visits, diagnostics, medicines, and other behaviors
- Safety management
- Real-world evidence collection
Solution Architecture Approach
Below is a high-level Solution Architecture that shows a sample of our multi-channel therapy support solutions. Each communication is timed to key events, synchronizing the patient and clinician experience and resulting in:
- Higher rates of adherence and persistence
- Better patient–clinician communication
- Patients engaged/educated about their condition and treatment
- Clinicians more confident in their patients’ ability to manage treatment
- Improved management of safety and side effects
- Patient and clinician satisfaction
Presentations, webinars, and print materials educate clinicians about strategies for effective communication and assessing/addressing patient adherence utilizing evidence-based techniques. Topics include: Active Listening, Identifying Non-adherence, Providing Effective Direction, Problem Solving Barriers to Adherence, and Motivational Interviewing.
Patient websites provide patients with a private space to overcome their barriers to initiation and adherence at their convenience. They feature interactive activities to help patients understand and cope with their condition and, guided tools to help patients develop specific plans to stay adherent. Websites have multi-media functionality, mobile and email connectivity, and separate portals for clinicians and family members.
A starter kit provides the information essential for setting patients up for a successful treatment experience. A kit typically includes an introduction to the disease and treatment, tips and tools to create a medicine routine, and financial aid resources. It also promotes enrollment in our Nurse Coach Program.
User-centered apps make the day-to-day management of chronic and complex conditions simple. Features are customized to address the management barriers common to each condition. They may include reminders, injection site tracking, diet tracking, side effect recording, adverse event reporting, and more. Data is packaged into reports and provided to patients and clinicians.
Nurse coaches provide personal customized support using barrier-based talking points to guide their calls with patients. Phone coaches conduct an initial barrier assessment to guide the content of follow-up calls and address patients’ individual barriers. With the patient’s consent, information collected is shared with clinicians through online or secured faxed reports (see Clinician Feedback Loop Touchpoints).
SMS are simple, yet powerful. Patients have the choice to sign up for different types of texts based on what they need. Messages can remind patients of appointments, tests, medication, and medication prep, offer motivation and support, and suggest tips to address barriers to adherence. The timing and the type of touchpoints are customized for each program.
Indicates Clinician Feedback Loop Touchpoints
Real-time feedback reports on patient status and engagement with the program are accessible via a portal, push email, fax, etc to clinicians. Information collected by nurses may include patient reported side effects, missed doses and refills, and major barriers addressed.