Improving Patient Support through Prescribing Journey Insights

Our client was creating a new patient support program and implementing improvements to HCP prescribing processes (initial prescriptions, refills, etc.). They needed insights to:

• Understand current pain points, bottlenecks, and issues of the prescribing journey from the viewpoint of a variety of stakeholders (patients, physicians, etc.)
• Establish a baseline understanding of stakeholder satisfaction and recognize unmet needs that the new program can address.
• Refine the program to enhance existing strategies and work plans for better outcomes
• Monitor and measure the impact of the new program on KPIs after implementation

To meet these needs, we conducted qualitative research and facilitated collaborative insight activation sessions. This included:

• Baseline research: 60-minute telephone interviews with physicians, office decision-makers, and patients to capture a detailed understanding of the current prescribing processes and challenges
  • Explored current processes, interactions, challenges, and competitive comparisons to map out current workflows and identify key pain points and competitive benchmarks.
• Process consulting and insight activation: Cross-functional sessions to synthesize insights, align on critical next steps, and develop action plans
• Post-implementation research: qualitative research to understand feedback on the new process & compare performance to baseline measurements

Through this solution, the client achieved:

• Novel insight into the current state of the prescribing journey and the impact of the current program/process (across stakeholders)
• A clear and focused strategy for implementing program changes that would address unmet needs across the prescribing journey (therapy initiation, patient support, insurance approvals, and more)
• Creation of a feedback loop to enable for ongoing program evaluation to ensure it better meets stakeholder, while enabling the client to assess where further improvement may be needed