Designing a global patient support program blueprint
Problem : how to ensure local success of a corporate-level patient solution initiative
Our client is a key decision maker in the global patient centricity team of a top-10 pharmaceutical company. In 2017, our client decided to take the next step in improving patient-centricity by identifying solution-related strategic opportunities. The ambition was to design and develop an innovative, integrated, beyond-the-pill solution for patients and healthcare professionals, and to assist affiliates world-wide with the implementation. To ensure success, our team was asked to support the client in identifying these solution-related strategic opportunities, with attention to the global team’s role and responsibility both towards the affi liates and in building the foundations of a global program.
Solution : A step-by-step approach based on co-construction and on-going communication
Together with the client, we followed a three-step approach to ensure project success. First, we put together a project team comprising several affi liates that would act as pilot partners and early adopters of the solution. Next, we held several workshops to align collectively on the strategic ambitions for the patient program and create a strong foundation for the project. Finally, we mapped the solution design in detail using various frameworks, including Observia’s 4-pillar methodology, to accurately refl ect the patient journey, incorporating both a medical and personal perspective.
The final blueprint included, notably:
- Personalized content strategy
- Monitoring strategy (at both local and global levels)
- Local deployment strategy
- Program initiation strategy
Testimony
Methods
Results
Conclusion
After a few months of intensive exchanges and working sessions at both the global and local levels, the blueprint was completed and shared with affiliates. The team was then ready to move to the next phase: the development and implementation of the patient support solution in the pilot countries. This phase included some notable challenges: adapting the solution to the local environment, organizing the storage of the data, and preparing the launch and the promotion of the project nationally. Currently, all pilots have been successfully implemented and are up and running, enrolling new patients as you read this success story!
See also
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