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  • Full Name Full Name Comment goes here.
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  • Thom, may I ask you a simple question? Have you a direct experience on designing and implementing adherence projects for pharma corporations?
    If yes, please tell me about your business model, I will be very happy to discuss on real facts and issues.
    Thanks a lot
    Enrico Fisichella
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  • I do not like the presentation, besides the fact that it looks smart and modern.
    Two things are always a problem in adherence; remembering and daily life.
    These things are basic and each program, service or even medical device forgets them.
    Why, because there is no daily life use as skeleton for design.
    If the designers forget the most important thing for adherence and is not focussed to the structure of daily life use, why blame or coach the users of medication.
    What you can't do, don't expect the other can.
    So what I can, the users of medication can too.
    Thom de Bruijn
    Pillkey Holding BV
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adherence project Presentation Transcript

  • 1. ALK E ENTERPRISE 2.0 PROJECT: W d e a “SOCIAL” APPROACH i W ld r K o = W AL W W W ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 2. PATIENTS’ ADHERENCE ONE-TOUCH KM SYSTEM MULTI-TOUCH CUSTOMER SERVICE ALK ENTERPRISE 2.0 PLATFORM PATIENTS COMMUNITY ON LINE “SOCIAL” TOOLS TO BUILD AND SHARE COLLECTIVE INTELLIGENCE AND PROJECTS PHYSICIANS COMMUNITY ON LINE ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 3. ALK ENTERPRISE 2.0 PLATFORM ARCHITECTURE AND TOOLS INSTANT MESSAGING “GOOGLE” SEARCH AND TAGS COMMUNITY ON LINE FORUM/WIKI CONTENT MANAGEMENT INTELLIGENT REPOSITORY SAP DATA ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 4. Patients Adherence Design by ALK ENTERPRISE 2.0 platform ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 5. a “ multi-touch points” approach Medical dept. ALK customer service dept. marketing dept. ALK payments and logistics PATIENT sales force ADHERENCE touch points family physicians social network other patients experienced allergist with immunotherapy ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 6. Many reasons for non-adherence regimen (adverse effect or no remission of symptoms) poor instructions poor provider-patient relationship poor memory patient disagreement with the need for treatment inability to pay for it ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 7. designing an “adherence journey” www.allergia.it www.wikiallergia.it www.wikialk.it e-prescription desease management ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 8. not only “scientific” information for patients orders product delivery and logistics www.allergia.it vaccines and immunotherapy: instructions main actions calendar(reorders) on line updated useful info e-mail remainders for patients visualise the “three years journey” and goal achieved on line therapeutic regimen ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 9. not only PRODUCT information for allergists PATIENT’S PRECRIPSTION & ORDER PATIENT’S product delivery and logistics www.allergia.it PATIENT’S STATUS ON REGIMEN ADHERENCE on line updated useful info LIST OF ALL PHISICIAN’S PATIENTS for ALK WITH PRESCRIPTION DATA PHYSICIANS ALLERT ABOUT NON-ADHERENCE PATIENTS ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 10. Moving toward Customer service focused on adherence: THE WIKIALK HUB actions tools expected benefits (1) all departments, where the patient may go with complaints notifications system reduced average response or question ( this includes by wikialk HUB time for posted questions sales, medical dept., marketing), are included in a fast on line information flow, constantly updated notifications increase in the percentage (2) all the employees in these management by of problems solved with departments are allowed to listen and give the right answer wikialk HUB patient satisfaction (3) all the issues related to patient are scheduled and registered on patient card on web reduction of inbound and a record that represents the by wikialk HUB outbound calls relationship’s story between the company and the customer ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 11. “www.allergia.it” ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 12. www.allergia.it www.wikialk.it www.wkiallergia.it ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 13. www.allergia.it for the alk precribers & for the alk customers/patients www.allergia.it ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 14. the on line ALK employees www.wikialk.it community ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 15. www.wikiallergia.it the on line physicians community interested on immunotherapy ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 16. • business process reengineering • change management releted to issues? “social” and collaborative approach • data transfer from SAP/ERP to web-based platform ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 17. ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010