The role of patient services is evolving
Over the last several years, we have been exploring the role of patient services in the care continuum. In our latest survey, we researched how patients view and use services from patient organizations in comparison to those from pharma and other healthcare entities. We also asked them what their greatest challenges were and if and how greater collaboration could improve their healthcare experience.
Patients prefer services by patient organizations
Across all types of services surveyed (including information on clinical trials), we found that patients prefer services from patient organizations over those from pharma companies. This calls for a serious look at how pharma companies approach their service strategy. There is tremendous opportunity to increase pharma company’s understanding of patients and increase their engagement with them by coordinating with influential organizations.
Understanding your patients
54% of patients said that they feel an emotional impact every day because of their condition. This rises to 72% for patients in the United States.
However, only half the patients feel that they get what they need to stay positive in managing their condition— and even fewer feel they receive the necessary support to address their lifestyle and emotional needs. This was the number one factor deterring from them having the best experience in managing their condition.
Taking the lead in patient engagement
Patients are engaging earlier and more frequently with patient organizations, both in-person and through digital channels. From understanding ways to manage their condition to searching for therapy information to seeking emotional support, patients rely more heavily on patient organizations than they do pharma.
So what does this mean for pharma companies?
By focusing on closer collaboration with leading patient organizations, pharmaceutical companies can: