Accenture recently published a report on patient services as an underutilized resource.  According to Accenture?s patient services survey, 65% of patients surveyed said the pre-treatment interval is the most frustrating period for them. Patients are often unaware of their disease risks and tools that are available to them.  In this same survey six out of ten patients will use these services when they?re available to them. This challenges the common pharmaceutical practice of focusing on post-treatment services.


What is a pre-treatment patient service?

But therein lies the problem; most patients have zero awareness of these services.  In fact, when I read this report I had no idea what type of ?pre-treatment patient service? would be offered by a pharmaceutical company.  I reached out to almost a dozen connections across the pharmaceutical space looking for answers and all responded with having never heard the term.


But there are several pharmaceutical companies who are unifying the relationship across patients, HCPs, and hospitals.  These companies have recognized the significant opportunity in providing services at the earliest possible point in the patient journey.  Currently one-third of patients believe their physician is inaccurate in producing patient preferences. Because of this, these pharmaceutical companies have done one better.  While there?s an issue with patient preference accuracy, pharmaceutical companies recognize that patients prefer to receive healthcare guidance from their physicians and care teams; therefore they?re driving awareness around their patient services with HCPs.  This is developing a stronger relationship between pharma and HCPs because the pharma companies are enabling the HCPs with educational content to better service and engage the patient.


Merck?s Vree Health pre-treatment offering

One of the biggest complaints from patients is a lack of notification of being at risk for a condition. The global survey found 34 percent of patients across all therapeutic areas were frustrated they had little warning that they could be diagnosed with a condition. Merck?s venture, Vree Health, is focused on health checks and wellness tracking.  Through this tracking the patient can monitor their health and look for changes that could signify disease or chronic care complications.  Merck has even defined a 2 week patient journey. Patients have access to care liaisons that provide wellness coaching.  Merck?s Vree Health offering also deliver?s care plan adherence, a nurse hotline, and transportation assistance. 65-hqdefault.jpg


And to drive that required HCP awareness and enablement, Merck has added whitepapers, videos, case studies, and infographics that educate on patient outcomes and discuss how their patient services and products can positively affect those goals.  The care liaisons also act as a central point of contact across the patient?s care team, sharing information and allowing the clinician to focus on patient care.  Hospitals and clinics can identify solutions that will reduce cost of care and ideas that support broader community healthy management goals.


Janssen?s Healthcare Innovation pre-treatment offering

Janssen?s Healthcare Innovation has developed many pre-treatment services, most notably their ?Care4Today? programs.  These programs provide support that begin in the pre-treatment phase and extend throughout the entire patient journey.

Their mental health solutions provide support for both the healthcare team (staff, administrators, and implementation managers) and patients from diagnosis to ongoing management.  They offer patient and facilitator workbooks and videos, web and mobile tools, reminder services, and outcome analysis.   Their objective is to educate everyone that?s a part of the journey to reduce relapse and re-hospitalization.

Their orthopedic solutions provide patients management programs for people undergoing orthopedic surgery. The education content is designed to help patient recovery at home and improve patient outcomes.

Janssen has plans to launch a heart health solution including a technology platform, support center, personalized exercise program, and education curriculum. These support services also include mobile health manager apps for family members to monitor medication adherence, a reward program to allocate charitable donations based on adherence, and reports that track medication schedules.


Pharmaceutical companies are partnering with HCPs, hospitals, and clinics to better support the patient during the pre-treatment phase of their journey.  What service offering do you deliver?