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May 13, 2014
Patient Services: The Implications for Pharma (4 of 4)
By: Shawn Roman

Over the last few weeks, I shared with you some of the most notable findings from our survey of 2,000 patients in the United States. We heard loud and clear that patients want—and expect—patient services from pharma companies. The question now is: will this really change how pharma companies operate?

Five theories on how patient services will affect pharma
Patients have spoken—they need complementary services to help them better manage their health and individual outcomes. With this in mind, we’re likely to see one of, or a combination of, the following scenarios play out:

  • Industry leaders will drive success through a combination of innovative medicines and high-value services.

  • The expansion of patient services will create a need to unify the experience patients have over time and across services.

  • There will be an increased interest and need for engagement with niche vendors for differentiated service offerings in a rapidly evolving market of disruptive technologies.

  • Patients intuitively desire reimbursement support, but this is only one element of a broader need to raise the game in brand value in terms of price-to-outcome.

  • While there are data privacy and compliance challenges associated with patient services, leading companies will find ways to approach this to optimize their engagement with patients responsibly.

Each of these scenarios raises a number of questions, for example, can patient services drive a tangible return on investment? How prepared are pharma companies to coordinate patient relationships and multi-service engagements? What changes are required for pharma to become more flexible and dynamic? Will patients and healthcare providers trust the services provided by pharma?

The pharma companies we’ve been speaking with agree: the move to patient services is a reality of the industry. Leading pharma companies know that these types of services may be exactly what the doctor ordered, giving them new outcome-based offerings to engage with patients and the broader healthcare ecosystem.

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