Improving Patient Support through Prescribing Journey Insights

Improving Patient Support through Prescribing Journey Insights

Developing a new patient support program required insights into current prescribing processes and stakeholder satisfaction to refine strategies and track progress post-implementation.

The Challenge

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

The Solution

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

The Outcomes

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

Learn more about what KJT can help you achieve with prescribing journey insights

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