Hub Services + Patient Engagement Solutions: A New Approach to Improving Patient Experience and Adherence

Recent progress in patient engagement has raised the bar for chronic disease care, yet medication adherence remains challenging for those on specialty therapies. A survey of healthcare professionals (HCPs) revealed that 90% consider biopharmaceutical companies providing education and health coaching very important for patients starting specialty medications.1 The obstacles to adherence go beyond cost, encompassing navigating care logistics (reported by 69% of HCPs) and treatment management confidence (reported by 58% of HCPs).

A comprehensive patient engagement solution necessitates robust education, coaching, and training. To tackle this, forward-thinking biopharmaceutical companies in specialty therapies are collaborating with hub services (HUB) and patient engagement solution providers to elevate patient experience and adherence.

Collaborative Approach to Patient Engagement

How does this partnership work? Working with a biopharmaceutical company partner, the patient engagement solution provider brings all stakeholders together on a shared data platform via a secure API connection. On the front end, Clinical Nurse Educators (CNEs) combine deep clinical knowledge in specific therapeutic areas alongside technological solutions necessary for patient engagement.

The CNE becomes the consistent and single point of contact throughout the care journey. These experienced CNEs collaborate with patients to determine the most effective support methods—whether digital, telephonic, in-person, or a hybrid of these options. Meanwhile, HUB case managers handle cost assessment, reimbursement, and prior authorization.

This model leverages each provider’s strengths, yielding a threefold advantage. Biopharma companies gain case management expertise, support from skilled CNEs, and access to advanced technology. The HUB benefits from patient interaction data feedback from engagement solution providers to inform activities. Most importantly, patients receive personalized care and a consistent human connection.

Proven Success

Results demonstrate the value of this approach. In a recent case study, a top 30 biopharma company specializing in rare disease therapies observed adherence improvements. By integrating patient engagement services into its HUB, the company achieved a more than 15% enhancement in the 90-day persistence rate and an 8% increase at 180 days. A cohort of 700 patients rated their satisfaction at 5 out of 5. The patient engagement solution provider helped expedite HUB processes, reducing receipt-to-dispense time to 9.8 days from a historical average of 18 days.

The bottom line: the integration of hub services with distinct patient engagement solutions presents a compelling proposition. This collaborative approach capitalizes on expertise and technology at all points of the patient journey. By embracing this innovative strategy, pharmaceutical companies can potentially revolutionize patient care and drive improved treatment outcomes.


1. VMS BioMarketing Healthcare Professional Survey, August 2023.


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