Patient Support Programs
Nareda Mills, President, Patient Solutions
In 2018, Ashfield Patient Solutions, part of UDG Healthcare plc, enhanced its patient support programs (PSPs) by introducing omnichannel support technology that “meets the patient where they are.” This technology, underpinned by Health Cloud from Salesforce, gives everyone—patients, their care partners, healthcare professionals, Clinical Educator teams, and care coordinators—visibility into the patient journey. The benefits include:
- Connected experiences to optimize patient satisfaction: Patients can access the information and support they need, when they need it through services such as helplines, email, mobile apps, and educational websites. These connected experiences enable a 360° view of the patient for HCPs and care partners to create a truly personalized experience.
- A validated, secure, and compliant system: Health Cloud meets GDPR guidelines to ensure security of patient information. It’s fully validated and re-validated each time updates are made to the core system.
- Personalized engagement plans for improved adherence: Ashfield’s technology provides a truly omnichannel experience to deliver messages on the patient’s terms. The objective is to continuously improve the resonance of content by catering to individual preferences, which ultimately has a positive impact on adherence rates.
- Mobile services: The mobile program empowers more than 1,000 Clinical Educators working both in local communities and contact centers globally, and real-time referrals to the field expedite the speed of connecting with patients.
In terms of results, patients in the Ashfield PSP adherence program who received personalized Clinical Educator support on average received 2.5 more cycles (2.5 months) of the product than patients not enrolled. And the probability of patients in the program to refill their next prescription was 92% versus a 63% probability for those not enrolled.