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adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
adherence project
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adherence project

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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
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
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  • 1. ALK ENTERPRISE 2.0 PROJECT: a “SOCIAL” APPROACH W W W = W orld W ide W E A LK ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 2. PATIENTS’ ADHERENCE PHYSICIANS COMMUNITY ON LINE “SOCIAL” TOOLS TO BUILD AND SHARE COLLECTIVE INTELLIGENCE AND PROJECTS PATIENTS COMMUNITY ON LINE ONE-TOUCH KM SYSTEM MULTI-TOUCH CUSTOMER SERVICE ALK ENTERPRISE 2.0 PLATFORM ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 3. ALK ENTERPRISE 2.0 PLATFORM ARCHITECTURE AND TOOLS INTELLIGENT REPOSITORY FORUM/WIKI CONTENT MANAGEMENT COMMUNITY ON LINE “GOOGLE” SEARCH AND TAGS INSTANT MESSAGING 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 ALK PATIENT ADHERENCE touch points ALK customer service dept. payments and logistics Medical dept. marketing dept. sales force family physicians other patients experienced with immunotherapy social network allergist 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. www.allergia.it on line updated useful info for patients orders product delivery and logistics vaccines and immunotherapy: instructions main actions calendar(reorders) e-mail remainders visualise the “three years journey” and goal achieved on line therapeutic regimen not only “scientific” information for patients ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 9. not only PRODUCT information for allergists www.allergia.it on line updated useful info for ALK PHYSICIANS PATIENT’S PRECRIPSTION & ORDER PATIENT’S product delivery and logistics PATIENT’S STATUS ON REGIMEN ADHERENCE LIST OF ALL PHISICIAN’S PATIENTS WITH PRESCRIPTION DATA ALLERT ABOUT NON-ADHERENCE PATIENTS ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 10. Moving toward Customer service focused on adherence: THE WIKIALK HUB (1) all departments, where the patient may go with complaints or question ( this includes sales, medical dept., marketing), are included in a fast on line information flow, constantly updated (2) all the employees in these departments are allowed to listen and give the right answer (3) all the issues related to patient are scheduled and registered on a record that represents the relationship’s story between the company and the customer notifications system by wikialk HUB notifications management by wikialk HUB patient card on web by wikialk HUB expected benefits reduced average response time for posted questions increase in the percentage of problems solved with patient satisfaction reduction of inbound and outbound calls toolsactions 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. for the alk precribers & for the alk customers/patients www.allergia.it www.allergia.it ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 14. the on line ALK employees community www.wikialk.it 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 “social” and collaborative approach • data transfer from SAP/ERP to web-based platform issues? ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010
  • 17. ENRICO FISICHELLA- ALK lunedì 18 ottobre 2010

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