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Better Together: 2019 Patient Services Survey

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Accenture Life Sciences survey of 4,000 patients across four countries and three conditions reveals how patients use and value services from patient organizations compared to those of pharma companies and whether integration of those services would improve the patient experience. Visit https://accntu.re/2Y9CGqw to learn more.

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Better Together: 2019 Patient Services Survey

  1. 1. BETTER TOGETHER Why pharma companies and patient organizations need to collaborate differently to deliver better patient experiences. A survey of 4,000 patients in France, Germany, the UK and the US. Patient Inspired. Outcomes Driven. Copyright © 2019 Accenture. All rights reserved.
  2. 2. 2 ABOUTTHE RESEARCH Online survey of 4,000 patients across 4 countries and 3 disease states to understand how patients use and value services from patient organizations compared to those of pharma companies and whether integration of those services would improve the patient experience. THREEDISEASESTATES Rheumatoid Arthritis Migraine Leukemia N=1000 N=1000 N=1000 N=1000 Copyright © 2019 Accenture. All rights reserved.
  3. 3. 3 Who patients prefer to use services from among pharma companies, healthcare professionals, pharmacies, payers and patient organizations for six key areas. The degree to which patients use and value services from patient organization, and why they use services from patient organizations. Their level of engagement with patient organizations now and in the future in comparison to other healthcare players. Which patient organizations are most prominent and why. If and how the patient experience could improve with better coordination between pharma and patient organizations. WHATWESOUGHTTOUNDERSTAND PREFERENCE PROMINENCE VALUE ENGAGEMENT IMPROVEMENT Copyright © 2019 Accenture. All rights reserved.
  4. 4. 4 • They engage early (pre-treatment) and often with patient organizations and intend to increase their engagement with them over the next two years—more so than they intend to do so with pharma. • The vast majority of patients believe that pharma companies should be working with patient organizations to create a more seamless patient experience. • Patients highly value services from patient organizations – and use them as the primary go-to provider for emotional support and patient communities/support. • Across the board, they prefer to use services from patient organizations over those from pharmaceutical companies. WHATDOPATIENTSTHINK about services from patient organizations? Copyright © 2019 Accenture. All rights reserved.
  5. 5. Patients prefer to use services from patient organizations. Patients rank pharma the lowest in understanding them amongst healthcare players. Patient organizations are winning in patient engagement. For all six services questioned, including: information on therapies and clinical trials, managing their condition, emotional support, community and patient support groups, technology to support them, and financial support. 47% of patients said pharma companies understood their emotional, financial and other needs related to their condition. 52% of patients are already engaging more with patient organizations on a monthly basis compared to pharma companies (35%). 54% of patients said they are going to engage with patient organizations more in the future vs. 35% with pharma companies. 58% felt that patient organizations understood their needs.Over half of patients have greater trust in and better experiences with patient organizations, finding it easy to engage with them. KEYFINDINGSSUMMARY 5Copyright © 2019 Accenture. All rights reserved.
  6. 6. 6 In terms of helping you manage and recover from your condition, whose services would you prefer to use for each overall area? Patients prefer to use services from patient organizations over pharma companies. Base: Total Respondents (4000) USA (1000) UK (1000) France (1000) Germany (1000) across all six of the service areas questioned with pharma ranking the lowest in most services amongst healthcare players including health insurers, pharmacies and doctor/physicians. KEY FINDING #1 Copyright © 2019 Accenture. All rights reserved.
  7. 7. 7 How willing would you be to share detailed information about the daily impact of your condition with each of the following organizations, if it helped you receive better care? Base: Total Respondents (4000) USA (1000) UK (1000) France (1000) Germany (1000) Patients are willing to share their data to get better care. Patients are more willing to share detailed information about the daily impact of their condition with patient organizations (56%) than they are pharma (49%). KEY FINDING #1 Copyright © 2019 Accenture. All rights reserved.
  8. 8. 8 Which of the following are the top reasons that influenced you the most in choosing to liaise and communicate with this particular patient organization? Base: Total Respondents (4000) USA (1000) UK (1000) France (1000) Germany (1000) Why do patients like engaging with patient organizations? Most patients have greater trust in and better experiences with patient organizations, finding it easy to engage with them. KEY FINDING #1 Copyright © 2019 Accenture. All rights reserved.
  9. 9. 9 How well do you believe each of the following organizations understand your emotional, financial, and other needs related to daily activities affected by your health condition? Base: Total Respondents (4000) USA (1000) UK (1000) France (1000) Germany (1000) Patients say that pharma doesn’t understand their needs. Less than half of patients (47%) said pharma companies understood their emotional, financial and other needs related to their condition—again coming in last compared to the other players. KEY FINDING #2 Copyright © 2019 Accenture. All rights reserved.
  10. 10. 10 What is the emotional and financial impact of your condition per day? Base: Total Respondents (4000) USA (1000) UK (1000) France (1000) Germany (1000) Don’t underestimate the emotional impact. Over half (54%) of patients said they feel an emotional impact as a result of their condition every day. This rose to 72% in the US. Are pharma companies accounting for this intensive emotional impact on a daily basis in the services they offer to patients? KEY FINDING #2 Copyright © 2019 Accenture. All rights reserved.
  11. 11. 11 How often do you communicate with each of the following organizations to manage your condition at the level that you desire? Base: Total Respondents (4000) USA (1000) UK (1000) France (1000) Germany (1000) s Patients are already engaging more with patient organizations on a regular basis (52%). Compared to pharma companies (35%). KEY FINDING #3 Copyright © 2019 Accenture. All rights reserved.
  12. 12. 12 How do you think your engagement with the following organizations will change over the next 2 years? Base: Total Respondents (4000) USA (1000) UK (1000) France (1000) Germany (1000) 54% of patients said they are going to engage with patient organizations more in the future. Compared to 35% for pharma companies. KEY FINDING #3 Copyright © 2019 Accenture. All rights reserved.
  13. 13. 13 How do you engage with the services offered by a patient organization? Base: Total Respondents (4000) USA (1000) UK (1000) France (1000) Germany (1000) The new facetime. While patients are engaging the most with patient organizations by digital means (online + email), over half of patients are attending events hosted by patient organizations and calling to talk to a representative over 70% of the time. KEY FINDING #3 Copyright © 2019 Accenture. All rights reserved.
  14. 14. 14 Gain a better understanding of patient needs—earlier and more often. of patients said pharma companies would better understand my needs… By collaborating with patient organizations, pharma can: of all patients use services from patient organizations before treatment begins. Provide a more seamless patient experience. of patients believe pharma companies should be working with patient organizations… of patients said pharma companies would better understand my needs. Find new value for patients. How can partnering with patient organization create the potential to build entirely new patient experiences? <1/3 50% 84% 61% SOWHATDOESTHISMEAN FORPHARMA? Copyright © 2019 Accenture. All rights reserved.
  15. 15. 15 CONTACT USKeena Patel Accenture Life Sciences, Managing Director, Intelligent Patient Services keena.b.patel@accenture.com Eva Wiedenhöeft Accenture Life Sciences, Managing Director, European Lead—Intelligent Patient Services eva.wiedenhoeft@accenture.com linkedin.com/company/ accenture_life_sciences @AccentureLifeSci www.accenture.com /lifesciencesblog FOR MORE INFORMATION, PLEASE VISIT: www.accenture.com/patientservicessurvey Copyright © 2019 Accenture. All rights reserved. Accenture and its logo are trademarks of Accenture.

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