By Chris Zant, Principal, Deloitte Consulting LLP.
The need to enable and effectively support care coordination across health care professionals (HCPs), patients, caregivers, and other stakeholders, to drive effective and appropriate use of pharmaceutical products, is something I hear my clients in life sciences discussing on a daily basis. Today, many stakeholders already have a stake in this ecosystem but, the ability to deliver consistent, high-quality, reliable service across all channels of engagement remains a game changer. Recently Deloitte leaders discussed this subject with market participants at an industry conference.
We found that a vast majority of clients had patient engagement programs but a majority of those respondents felt these programs needed to mature significantly.
We also found that companies were using a variety of proactive channel approaches to drive engagement with both providers and patients. Netting it out the answer to proactive engagement modes is “all of the above”.i
While not earth shattering, our conversations provide confirmation that our industry is still working to deliver the right engagement, through the right channels, with the right capabilities and level of maturity.
So what does a great patient engagement program platform look like?
It provides consistent high-touch interactions across channels (e.g., companion app, portal, phone, text, and chat). It enables the care network to collaborate with HCPs, families and other care team members. It provides a vehicle for internal and external data analysis to bring unique insights into patient treatment and interactions and demonstrate real-world evidence. It does all of this while aggregating patient data from multiple sources and connecting both pharmaceutical and external vendor data to create a single view of patient interactions. All of these capabilities are empowered by our cloud-based, scalable technology platform, Patient Connect. Available this fall, new capabilities from Patient Connect illustrate Deloitte’s continued dedication to bridging the digital gap in the Life Sciences industry, enabling more personalized care, informed decision-making and improved health outcomes.
Being able to deliver consistent service to patients and healthcare providers alike is paramount in building trust and loyalty. But in addition to goodwill these programs can provide measureable benefits such as:
Accelerated Access: Improve patient access to therapy and provide high-touch, consistent patient interactions across shared business processes and therapeutic programs
Informed Patient Insights: Increase insights into patient treatment and interactions to demonstrate value to health plans and improve drug efficacy.
Enhanced Healthcare Provider Partnerships: Provide value to health care providers and partnerships through shared patient insights and a platform for care team collaboration to facilitate interactions between healthcare providers and patients.
Improved Adherence: Leverage tools to engage and educate patients; act proactively to help ensure product, therapy, and care plan adherence, and reduce discontinuation.
Now, rather than inhibiting operational excellence by sorting through numerous data silos, life science professionals can access real feedback to keep patients connected to the ever-changing insight and strategic intelligence enable our clients to demonstrate measurable benefits of their treatments and to provide guidance about how cost aligns to outcomes.
As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.
i Deloitte Consulting LLP Survey of attendees at three events May 2016 N =80