Case Study
Building the foundation for patient support services.
Inflection Point
Our client, a small biotech, was getting ready to launch a new drug in the US market — which meant establishing a patient access support services function for the very first time. The client wanted to take a patient-centric approach to building the function and services from scratch. For patients, fast access to treatment could be a matter of life or death.
How We Helped
We worked cross-functionally with the client and their agencies to define the vision and requirements for patient support services (PSS), including leaders from:
- Sales and marketing (including healthcare professionals, patient, and field)
- Value and access
- Operations and logistics
- Legal and regulatory
- Medical
Learnings from our on-going collaboration was combined with existing knowledge from patients, caregivers, and advocacy groups to help create a consistent and coordinated patient and HCP-centered service flow — from sign-up to ongoing communications. We coordinated with other vendors to consolidate and package a full picture of PSS for leadership approval, including the program flow (touchpoints, triggers, etc.), specifications, acceptance criteria, and program communications.
With the PSS strategy approved and in place, Workomics created public-facing patient support program (PSP) communications and materials tailored for the client’s soon-to-be-launched drug.
Setting up a new patient support program requires a lot of nitty-gritty details. Workomics didn’t just create individual communication pieces, but worked across multiple vendors so that our patient support program could deliver a cohesive patient experience.
— Head of patient affairs
Outcomes
We delivered a variety of PSP elements:
- support services sign-up form
- PSP introductory language for the patient and HCP brand websites, e-sign portal, and interactive voice response (phone triage)
- templates for program’s core communications (i.e., welcome to PSP, copay and patient assistance program acceptance/denial, alternate coverage and support options, reimbursement-related expectations, etc.)
- spoken FAQ for medical information-related questions
