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Patient Services – Pharma’s Best Kept Secret

Key findings and insights from a survey of 10,000 patients around the world examining their unmet service needs in seven different therapeutic areas across the entire patient journey.
Global Summary

Global Summary
Trends

KEY FINDING 1

1. Patients want more help before they are being treated.

1. Patients want more help before they are being treated.

65%
34%
Patients' greatest frustration is little notification of being at risk for a condition.
Rises to
44%
for patients with immune diseases.

KEY FINDING 2

2. Patients are generally not aware of services available to help them.

2. Patients are generally not aware of services available to help them.

Awareness is low across all therapeutic areas

18%
bones, lung and heart conditions
19%
hormones
20%
brain conditions
21%
cancer and immune diseases
*aggregated average across all services
19%
Less than one out of five are aware of services available to them.*

KEY FINDING 3

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

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

58%
Nearly six out of ten use services when they are aware of them.*

Usage varies but is still generally high across all services.

47%
for information on support groups.
69%
for obtaining information on a condition.
3 Boxes

KEY FINDING 4

4. Patients value services across all disease states.

4. Patients value services across all disease states.

79%
value patient services*
KF4 Arrow
Value of patient services by therapeutic area
*aggregated average across all services

KEY FINDING 5

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

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

Key Finding 5
5 Stats

IMPLICATIONS

So what do these findings imply for pharmaceutical companies?

ABOUT THE RESEARCH

Online survey of 10,000 patients between December 2014 and January 2015, across five countries and seven therapeutic areas (heart, lungs, brain, cancer, immune system, bones, hormones/metabolism) to provide unparalleled patient insights on unmet needs across the patient journey. Respondents were 18 years or above, with annual household income of $25K or above. The questions explored respondents’ perspectives on a variety of services, including information or education, financial assistance, reward programs, physician referrals, and nurse support.

View the country results below

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