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Manufacturers that recognize this and take action on it are leading the way in improving patient engagement and outcomes. Manufacturers that don’t will fail to develop the enduring patient engagement that drives product performance. Through 20+ years of industry experience—and supported by data and patients’ own voices—AmerisourceBergen’s commercialization experts at Lash Group highlight what it means to put patients at the center of support program design … and how that can drive product performance.
It’s a “me” focused world. With virtually every aspect of life able to be personalized, tailored and individualized, why shouldn’t healthcare be the same?
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your patients?
Would they agree?
How well do you know
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Are your patients informed? Or are they overwhelmed? Whether they seek out health insights on their own, or have medication and benefits information provided to them, patients face a deluge of data at each step in their treatment journey. And with a new presidential administration in place, even more uncertainty looms. As a result, patients’ route to better health may be impeded even before it starts.
without maxing out your patients.
MAXIMIZE SERVICES
of survey respondents with Medicaid are not confident in their understanding of BENEFITS at time of enrollment
of survey respondents do not understand “max out of pocket”
of survey respondents do not understand “co-insurance”
of survey respondents with employer-sponsored insurance are not confident in their understanding of PLAN COSTS at time of enrollment
THE STATS
Source: Health Reform Monitoring Survey. Rice University’s Baker Institute http://www.bakerinstitute.org/media/files/files/2d84e318/Issue_Brief_19_Mar7.pdf
Source: Deloitte Center for Health Solutions. 2015 Survey of US Health Care Consumers
Are you aware of the resources to help you understand your healthcare plan, health issues & costs?
Was your healthcare information easy to understand?
AmerisourceBergen spent an afternoon talking with dozens of people about how they view and experience healthcare. Here’s what they had to say …
THE STORIES
Educate and Inform Leverage a case management approach that helps patients understand their options and repackage information that enables informed decision-making.
Deliver Ongoing Support To create programs that impact outcomes in a meaningful way, your role as a manufacturer does not stop when patients receive information. It continues through the time that patients understand it and take action on it. Are your programs and your partners set-up to think about patient support in this way? Or are you underestimating the power that your programs can have in patient lives?
Empower Patients Evaluate your patient support programs through the lens of enlightenment and empowerment. What else can I do to help my patients be an active participant in their path to improved health?
THE STEPS TO TAKE
other family responsibilities
managing treatment schedule
lack of support from family and friends
lack of after-hours support
transportation
negative side effects
Aside from affordability and financial concerns, which other factors negatively impact willingness or ability to receive treatment as prescribed? Patients respond …
Source: Xcenda patient insights survey data. February 2016
Patients are more than their diagnoses. It’s easy to say, but harder to put into practice with support programs. The best programs—the most patient-centric programs—address patients holistically, and according to their individual needs and priorities.
in three dimensions.
Look at patients
What barriers do you or your family face when being treated for/seeking medical care for a condition?
Train for Personalization Move away from fully scripted interactions in patient support programs. Instead, incorporate active listening, motivational interviewing, as well as advanced data capabilities and processes to support patient segmentation.
Take a Holistic Approach Build programs around the totality of patient characteristics — conditions, beliefs, behaviors, socio-economic factors — not just medication characteristics.
Draw From Outside Examples Healthcare entities must continue to learn from other service industries—like the hospitality industry—to deliver better, more individualized care. Each patient is multi-faceted, with individual needs and unique priorities.
HAVE INTEREST in using tech to access their health records
HAVE INTEREST in using tech to communicate with providers
have ACTUALLY USED tech to access their health records
have ACTUALLY USED tech to communicate with providers
For digital health, a chasm exists between interest and usage …
Patient care is inherently personal. The most successful manufacturers build programs that specifically focus on fostering that personal connection … through human interaction, electronic communication or most ideally, a combination of both.
with high-touch for optimal results.
Balance high-tech
How do you receive information about your healthcare?
Do you have a personal health record?
Measure What metrics are you using to improve patient engagement?
Invest Do you deploy agile technologies and processes that enable real-time responsiveness?
Evaluate Do your systems have flexibility to allow patients to engage however they choose?
Uncover Do you have knowledgeable agents that own the patient experience?
People want to use technology to automate redundant tasks. But especially during times of medical uncertainty or fear, they also want a guide to lead them.
Start a conversation about your patients’ unique needs and how a tailored patient support solution can improve patient outcomes and product performance. Contact Lash Group today.
