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August 31, 2015
The future of patient services: Accenture’s Intelligent Patient Platform–Webinar recap
By: Tony Romito

Recently I had the pleasure of participating in a live webinar with well over 100 life sciences companies, Accenture’s Anne O’Riordan and Rich Sherman, as well as Alan Lindsay and Josh Newman from Salesforce. During the webinar we discussed the future of patient services in life sciences and how Accenture and Salesforce are working together to enable life science companies to connect with patients in a whole new way. Here is a quick synopsis of the webinar:

What do patients really want?
We opened the discussion taking about what patients really want—after all, they are really the end user and why we are all in this business. Based on Accenture’s recent survey of 10,000 patients from the United States, United Kingdom, France, Germany and Brazil, we know:

  • Patients want more help before they are treated.

  • Patients are generally not aware of the services that are available to help them.

  • When patients are aware of services, they use them.

  • Patients value services across all disease states.

  • Patients want their healthcare professionals to be their primary source of information about the services they need to manage their health, but digital channels play a key role as well.

What does this mean for pharmaceutical companies?
For life science companies, these insights present several implications and require a significant change from traditional approaches. Pre-treatment services, for example, could allow pharmaceutical companies to become the “go to” resource from the beginning of the patient journey. But pharma companies will have to invest as much in the communication and coordination of services as they do in building them, and they will need to work with other providers to form a cohesive treatment journey for patients.

So how can life sciences companies connect with patients in a whole new way?
In the current environment, life sciences companies are experiencing disruptive pressures on all sides. From changing regulations and patient expectations to the wealth of new technologies, this pressure is resulting in a shift in focus toward patient-centric care and is compelling companies to re-imagine patient engagement. That could lead to:

  • More personalized patient acquisition, including better awareness of services and support communities.

  • Real-time care team collaboration for diagnosis and treatment.

  • Patient engagement anywhere, including during recovery or care at home.

For this new level of engagement to succeed, employees, providers, health communities, apps and devices, and systems all need to be connected—through the cloud, through social media, through mobile apps and using data science.

How are Accenture and Salesforce working to support the patient journey?
We have been working with Salesforce for the last several months to build life sciences specific applications on top of Salesforce 1 which has some essential key features including:

  • A trusted multi-tenant cloud.

  • A scalable metadata platform.

  • An open ecosystem for partner applications.

  • Core customer relationship management (CRM) tools for sales, service, marketing, community, analytics and custom applications.

The Accenture Intelligent Patient Platform
These applications are part of the new Accenture Intelligent Patient Platform which supports the entire patient journey. This platform that helps life sciences companies measure the impact of their patient programs across all modes of engagement (both in-person and digital), using insights from real-world analytics to refine program effectiveness for each patient segment.

The Accenture Intelligent Patient Platform consists of four integrated components to enable patient-centered solutions:

  • Patient engagement. Coordinates and delivers a seamless customer experience with physicians and patients by directing and facilitating interactions across all channels.

  • Insights and analytics. Powered by Accenture’s Predictive Health Intelligence, this component enables internal and external data analysis to bring unique insights into patient treatment and engagement.

  • Connected devices and applications. Design and operation of regulated applications and devices that improve patient outcomes and assist healthcare providers in managing patient care.

  • Patient data management and service exchange. Aggregates patient data from multiple sources and connects both client and external vendor technology solutions to create a single view of all patient interactions.

This solution is currently being implemented or piloted by several major global pharma companies. It’s fully configurable, with the ability to be tailored based on therapeutic and patient needs, can support both US and global markets, and benefits patients, providers, payers and pharma companies.

During the webinar, Rich demonstrated the solution in action, including the Accenture Patient Onboarding Contact Center and the Accenture Patient Adherence Contact Center, applications which help life sciences companies onboard patients to a specialty treatment and ensure patients’ adherence to a treatment program, using customized workflows, and a visually engaging and comprehensive view of the patient journey.

If you missed the webinar and would like to learn more, feel free to reach out to me directly, check out the webinar recording, or connect with us at Dreamforce, September 15-18, in San Francisco. Or, visit our website and download the brochure: Accenture Intelligent Patient Platform for Life Sciences

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