Focus Areas

HCS delivers Therapy Support solutions in 10 focus areas.

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
Non-initiation
Missed/wrong dose
Non-adherence
Unmanaged adverse events
Etc

Improved Real-world
Outcomes (RWO) +
Return on Investment (ROI)

Brand choice
Initiation
Adherence to visits, diagnostics, medicines, and other behaviors
Safety management
Outcomes
Real-world evidence collection

improved-ROI-circle-chart

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

Diagnosis/Evaluation

Patient Barriers:

Poor health from primary diagnosis

Lack of knowledge

Psychosocial/emotional issues

Treatment Initialization

Patient Barriers:

Lack of urgency

Lack of therapy routine

Cost of treatment

Ongoing Treatment

Patient Barriers:

Uncertainty of benefits vs. costs

Side effects

Treatment fatigue

Explain all channels

Clinician Skills Training

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.

Interactive Website

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.

Starter Kit/enrollment:

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.

Phone Application:

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 Phone Coach:

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).

Text Reminders:

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.

Key:

Text/App

Web

Phone

Touchpoints

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.

See the results of a real patient experience