Digital Health

To maximize the impact of patient services, you need an exhaustive measurement framework

By Eric Pao, Vipin Banchariya, and Kaiyi luo

March 24, 2023 | Article | 11-minute read

To maximize the impact of patient services, you need an exhaustive measurement framework

In order to get the care they need, U.S. patients must navigate a complex healthcare ecosystem that includes hurdles as varied as understanding their healthcare coverage, getting prior authorizations, and learning how to store and administer medications properly. Newer therapies, such as immuno-oncology, cell and gene therapy, and personalized medicine add yet another layer of complexity to this system. It’s unsurprising then that researchers have found only 12% of people have the sufficient literacy needed to navigate today’s healthcare system. Additionally, up to 30% of patients never fill their prescriptions—and of those who do, up to 50% discontinue filling those prescriptions within the first year. These numbers, when considered in relation to the entire U.S. population, imply a staggering effect on health outcomes and cost of care at a national level.


As a solution, many pharma manufacturers offer patient services (“traditional services” [e.g., financial assistance] or “newer digital-driven services” [e.g., companion apps]) to educate patients, help them understand their disease and provide support throughout their treatment. An effective deployment of patient services has been shown to have a meaningful impact on patients. A literature review of patient services shows 64% of studies reporting a positive clinical outcome. That same review found medication adherence reportedly being improved in 66% of studies.


Despite the potential positive impact these services can have, many patients aren’t even aware of their existence. Though pharma continues to invest in tracking and assessing the performance of these services, these measures tend to be either more operational or aspirational, often lacking the measurement design to understand the actions required to realize a meaningful uptick in adoption. To ensure progress and enable a culture of continuous improvement, pharma manufacturers need to define success metrics of interest and how these relate to strategic objectives explicitly. 


This white paper introduces a framework and process to help pharma manufacturers systematically design a measurement program with the aim of uncovering drivers of patient impact, which can be used to inform service enhancements.


We address: 

  • How to measure the impact of your patient services program 
  • How to develop and deploy a measurement program that can help you make key decisions 
  • What this measurement framework looks like in action with a real-world solution 

Get the full scope of the framework by reading the white paper here.  

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