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RESEARCH REPORT

In brief

The patient services model needs to change

Eighty percent of patients surveyed rated the services they used as valuable or extremely valuable. However, very few are aware of them.

Six ways to improve awareness

Design patient services for value and demonstrate that value to HCPs. Consider holistic care as a structural element that improves patient outcomes.

Cut through the noise and simplify service choice with coordinated delivery and an integrated service model – all with the patient at the core.

Create surround sound with clear messages and relevant channels. Partner with others in the healthcare ecosystem to meet patients where they are.

Harmonize with HCP workflows and patient lifestyles, using communication channels and care to capitalize on the digital shift accelerated by COVID-19.

Ensure you have the right hits for the moment. Modernize modes of communication and care. Capitalize on the digital shift accelerated by COVID-19.

Take advantage of the heightened interest in the use of technology, and ability to use data to personalize services, to power hyper-relevant digitally enabled patient services.

Anthony Romito

Managing Director – Life Sciences, INTIENT and Patient Services, Global


Jennifer Spada

MANAGING DIRECTOR – LIFE SCIENCES, PATIENT SERVICES


Laura Hatch

PRINCIPAL DIRECTOR – LIFE SCIENCES, APPLIED SOLUTIONS

Contributors

JEAN LIAO

Managing Director – Life Sciences


PRADIPTO GOSWAMEE

Senior Principal – Patient Services, Life Sciences, ASEAN


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