Delivering robust engagement through a purpose-built rare disease patient support program (Inizio Engage)
Inizio Engage was tasked with creating a voluntary patient support program for a specialty medication treating a rare respiratory disease. Although the condition can be resolved when properly diagnosed and medicated, if left untreated, it can result in permanent damage. The client’s goal was to educate patients and encourage utilization of the medication as prescribed.
Training by Clinical Educators to manage their condition begins as soon as patients receive prescriptions and consent into the support program. Treatment discontinuation rates varied. Data indicated that discontinuation of treatment occurred within 30-45 days due to side effects, and again later in the course of therapy due to treatment fatigue.
To counter this, teams employed more robust engagement based on empathy and insights. To offset the patient’s treatment expectations, teams added an introduction call and a series of six touchpoint calls over the course of treatment.
Those with a rare disease often feel isolated and crave support. By engaging with patients and their care partners right after prescription initiation, Clinical Educators are able to allay fears and address expectations in terms of efficacy and side effects during treatment. Once the medication arrives, voluntary training session with a Clinical Educator begins.
As a result of this purpose-built patient support and engagement program, the client has reported significant engagement. Patient start rates are above goal. In addition, persistence rates have improved leading to increased resolution of the condition. Patients receiving no training or clinical support saw discontinuation rates as high as 60.5% at the end of year one in comparison to those having training and engagement calls at 38.8%.
