Designing a global patient support program blueprint

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.

 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 affiliates 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 reflect the patient journey, incorporating both a medical and personal perspective.

The final blueprint included notably:

• Personalized content strategy
• Monitoring strategy
• Local deployment strategy
• Program initiation strategy

Find out all about this project in the full Success Story: