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Patient Services: Offer Helping Hands Throughout the Treatment Journey
Apr 16, 2021
Let me make a statement that may seem obvious but is critically important to remember: It’s really hard to be sick.
It’s especially challenging when you have a disease or condition that’s complex, rare, or both. These types of conditions can often affect the resources available to patients. They may impact physical energy levels, cognitive focus, and even the ability to work, which, in turn, can affect a patient’s ability to cover the cost of diagnosis and treatment.
Even patients who persevere through those obstacles are likely to face other speedbumps and roadblocks along the treatment journey: Fear and lack of information about their condition, uncertainty about whether and to what extent insurance will cover treatment, confusion over where to obtain the treatment and how to administer it, and ongoing inconvenience if regular bloodwork is required are all issues that a patient may face at any given time.
Given the realities, it may not come as a surprise that patient non-adherence rates can be as high as 63%.1 When specialty patients encounter a payer block, 79% don’t fill the prescription. In fact, from 2013 to 2020, there was a 20% increase in specialty patients being unlikely to fill a prescription.
All of this represents a crucial challenge not just for patients living with these conditions, but also for the life sciences companies that have developed treatments to help them. The solution lies in understanding each patient’s unique, complex journey and being able to offer an optimal combination of support services – “helping hands” to lift a patient up and over the hurdles they may encounter.
Patient services can address a spectrum of reimbursement, financial, and/or care management needs and typically involve diverse stakeholder groups – including brand, marketing operations, access and reimbursement, as well as patient support and patient engagement – within a life sciences organization. Companies are already investing $14 billion a year in these services, with spending growing at an annual rate of 17%. The great news? Patients genuinely appreciate the support, with 8 in 10 rating the services as “valuable” or “extremely valuable.”
For any company with a specialty treatment, the question isn’t whether or not to offer patient services. The question is this: What’s the right blend of services and the right time and channels to deliver them?
At IQVIA, we offer a unique combination of data sources and analytics capabilities to help explore potential answers to that question. IQVIA Connected Intelligence™ creates intelligent connections across data, stakeholders, technologies, and services to discover previously unseen insights, drive smarter decision-making, and unleash new opportunities. We can help expand your existing understanding of potential new paths for treating patients, new challenges patients are facing, and common adherence breakpoints. We can also help weave in industry and therapy expertise, integrated solution design, centralized program management, and multi-stakeholder coordination – crafting a patient services program that may include an online patient community or other digital tools, contact center representatives for managing payer issues, and even in-home visiting nurses to help navigate care management. This integration makes it possible to design and implement a suite of hyper-personalized patient services – “helping hands” that appear at the moments that matter.
Being sick will never be fun, but with the right support services at every stage of the treatment journey, you can make a patient’s life a little easier.
1 IQVIA Market Access Library; LAAD 2013-2020
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