2020 Patient Engagement and Patient Services Survey

Human Care Systems / Featured / Sep 11, 2020

We’re excited to share the results of our 2020 Patient Engagement and Patient Services Survey! This report highlights the findings and insights on the current state and forward-looking opportunities for biopharma Patient Services.

The survey was conducted in June and July 2020 and we had 114 respondents, all of whom work directly in the biopharmaceutical industry or as a service provider to that industry.

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You can download your copy of the report here.

A few highlights include:

  • Acknowledging the difficulty of consistent high quality from single vendors who do everything, Patient Services seeks best-of-breed vendors and to establish tighter coordination between these vendors.
  • The two top priorities for the coming 12 months are 1) getting patients started post-Rx and 2) maximizing patient satisfaction with treatment.
  • COVID is accelerating growth in Patient Services with the greatest investment going to nurses, video and SMS channels.

Looking at what this means for 2021 and beyond, the overall key take-away from the survey is that biopharma is increasingly viewing Patient Services as a strategic commercial lever. Due to access restrictions and the importance of a seamless end-to-end experience, manufacturers are counting on Patient Services to deliver adherence to treatment (time to fill, ongoing use, optimal experience). Furthermore, COVID-19 pandemic has not changed this trend, only accelerated it.

To be successful moving forward Patient Services will need to:

1) Identify best-of-breed vendors that can truly move the needle on initiation and adherence.

2) Define and require tighter coordination between vendors (HUB, copay, adherence, etc).

3) Invest in differentiated SMS, click-to-chat and video chat capabilities seamlessly integrating live and digital touchpoints.

4) Focus on the time period from Rx through early adherence to solve for all barriers (not only financial) to fill time, initiation, and ongoing adherence.

5) Differentiate on three related factors: (a) personalized omnichannel patient experience, (b) rapid testing of channels, messages, cadences, etc, and (c) process and analytics to continuously improve the patient experience. 


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