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Patient Support Excellence:
Structure, Activities and Resource
Levels to Ensure Patient-Centric
Products and Services
Best...
Table of Contents
 Executive Summary pp. 4-15
 Research Overview pp. 4
 Participating Companies pp. 5
 Key Recommendat...
Best Practices, LLC, conducted a customized benchmarking study to better understand the growing importance of
establishing...
Benchmark Class:
Large Companies
(Revenue > $11 Billion US in 2013)
Mid-Sized Companies
($4-11 Billion US in 2013)
Small C...
79% of Participants at Director or VP Level
More than three-quarters of the participants in this research study were at th...
Insights Summary:
Patient Support Study Insights
Patient Support
Programs Rated as
Very Good Share
Traits
Low Patient
Enga...
Merck Home Page Replete with Patient-Oriented Links
Top 10 Pharma company Merck demonstrates its focus on patient through ...
Sanofi Takes Visible Steps to Establish Patient-Centric Organization
In its endeavor to be a truly patient-centric healthc...
Patient Support Often Decentralized; Centralized Seen as Effective
Almost half of the participants reported a decentralize...
0%
25%
50%
75%
100%
Very Good Good So-So
Patient Support Reporting Structure by
Effectiveness
Dedicated PS Commercial Mark...
Participants Average 15 Global FTEs for Patient Support
On average, companies participating in this study have 15 FTEs for...
Worldwide Patient Support Budget Averages $32M for Participants
The varied size of the companies in this study produced a ...
Best Practices®, LLC is an internationally recognized thought leader in the field of best practice
benchmarking®. We are a...
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Patient Support Excellence: Structure, Activities and Resource Levels to Ensure Patient-Centric Products and Services

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Patient support programs have risen in importance in recent years as the consumer role in healthcare decisions have also increased. With this increase in patient support programs, leaders are now seeking to better understand which activities are most effective and to learn more about the value of relationships with patient support groups.

Best Practices, LLC designed this benchmarking study to help leaders to better understand the growing importance of establishing patient centric programs and how it can positively impact patient outcomes & commercial results.

Read more at: http://www.best-in-class.com/bestp/domrep.nsf/products/reshaping-commercial-models-to-serve-acos-idns-emerging-provider-networks?OpenDocument

Published in: Health & Medicine
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Patient Support Excellence: Structure, Activities and Resource Levels to Ensure Patient-Centric Products and Services

  1. 1. Patient Support Excellence: Structure, Activities and Resource Levels to Ensure Patient-Centric Products and Services Best Practices, LLC Strategic Benchmarking Research
  2. 2. Table of Contents  Executive Summary pp. 4-15  Research Overview pp. 4  Participating Companies pp. 5  Key Recommendations & Findings Overview pp. 7-9  Detailed Key Findings pp. 66-71  Best Practices and Pitfalls pp. 10-14  Patient Support in Pharma pp. 15-20  Participant Demographics pp. 21-25  Program Structure pp. 26-35  Program Effectiveness pp. 36-42  Staffing and Program Drivers pp. 43-46  Program Staffing pp. 47-51  Program Budget pp. 52-58  Program Activities and Alliances pp. 59-65  Detailed Key Findings pp. 66-71  About Best Practices, LLC pp. 73
  3. 3. Best Practices, LLC, conducted a customized benchmarking study to better understand the growing importance of establishing a patient centric organization and how it can positively impact patient outcomes & commercial results.  Best Practices, LLC engaged 19 Patient Support leaders from 19 pharmaceutical companies through a benchmarking survey.  Research analysts also conducted secondary research regarding different platforms that companies are using to engage with patients. Research Goal Research Methodology  Produce reliable industry metrics on current trends in Patient Support group structure, activities and resource/investment levels within the biopharmaceutical sector. Topics Covered  Patient Support Organizational Structure Type  Patient Support Organization Location – Dedicated Group or Within Another Function  Patient Support Group Effectiveness  Key Functions Represented within Patient Support  Patient Support Group Budget – Localized and Global  Patient Support Group Staffing – Localized and Global  Funding Sources for Patient Support Group  Investigate Patient Support group structure, effectiveness, activities and staffing/budget levels that companies are using to create and maintain a patient centric approach to their medical and commercial operations. Research Overview Research Project Objectives & MethodologyPatient Support Research Project Objectives & Methodology 3
  4. 4. Benchmark Class: Large Companies (Revenue > $11 Billion US in 2013) Mid-Sized Companies ($4-11 Billion US in 2013) Small Companies (< $4 Billion US in 2013) (n=7) (n=6) (n=6) Canada Universe of Learning: 19 Companies Participated in Study Nineteen Patient Support leaders from 19 different companies participated in this study. Participants were recruited because of their involvement in Patient Support programs.
  5. 5. 79% of Participants at Director or VP Level More than three-quarters of the participants in this research study were at the director level or above, signifying executives with many years of experience dealing with issues around Patient Support shared their perspectives and insights. Manager 5% Senior Manager 5% Head/Lead 11% Director 26% Associate Director 11% Senior Director 26% Executive Director 5% VP 11% Study Participant Titles Vice President Executive Director Patient Strategy Director Associate Director Senior Director Senior Manager Director, Patient Support Services Director Group Vice President & General Manager Director Marketing manager Senior Director, Patient Advocacy & Corporate Philanthropy Senior Director, Patient Centric Marketing Global Patient Affairs Lead Director, Patient Programs Senior Director, Patient Engagement Sr. Director, Global Head of Strategic Marketing Associate Director, Marketing Head of Quality Care Strategy & Planning
  6. 6. Insights Summary: Patient Support Study Insights Patient Support Programs Rated as Very Good Share Traits Low Patient Engagement is Achilles’ Heel of Programs Focused Patient Support Activities are Key to Success  Co-pay assistance programs were singled out as the most effective Patient Support program.  Corporate web pages should provide clearly marked, highly visible links/information for Patient Support programs.  Alliances with patient advocacy groups are important; 100% of participants felt creating alliances with advocacy groups was either highly important (56%) or moderately important (44%).  Majority have centralized structure  40% have dedicated Patient Support group  Programs have highest patient awareness/engagement for targeted group of patients – 57% patients aware / 45% patients engaged in programs  80% have Patient Support leadership/headquarters in U.S.  100% say patient co-pay assistance programs are highly effective  An underlying weakness of many Patient Support programs in this study, and likely across pharma, is lackluster engagement with their target patient group.  At the midpoint (median), companies in the study make 50% of their targeted patients aware of support activities and just over 20% of those patients are actually engaged in Patient Support activities.  The difficulty Patient Support programs are having with patient awareness and engagement may reflect lack of adequate staffing; organizations that were rated Very Good had 24% more global staffing than the Good or So-So companies’ combined global staffing. 6 Copyright © Best Practices, LLC
  7. 7. Merck Home Page Replete with Patient-Oriented Links Top 10 Pharma company Merck demonstrates its focus on patient through its corporate Web site where the home page has three high-profile portals to patient support programs. 7
  8. 8. Sanofi Takes Visible Steps to Establish Patient-Centric Organization In its endeavor to be a truly patient-centric healthcare company, Sanofi has undertaken various initiatives to ensure it includes the patient’s perspective across the organization. Sanofi appointed Dr. Anne C. Beal to the position of Chief Patient Officer on 31st March, 2014, a first for a Top 10 Biopharmaceutical company. Sanofi has created a Centre of Excellence for Patient Centricity (CoE for PC). The Center has the vision of improving patient outcomes by evolving a patient-centric model and focus for Sanofi globally within the following framework: • Patients’ inputs to align and design solutions based on patients’ unique underlying needs • Creating products and solutions that fit into people’s lives to improve patient outcomes • Engaging and supporting employees to create a more patient-centered culture, which promotes employee engagement.
  9. 9. Patient Support Often Decentralized; Centralized Seen as Effective Almost half of the participants reported a decentralized structure for their Patient Support organization. However, almost 40% are in a centralized structure and a majority of participants who rated their patient program as “Very Good” were in a centralized structure. Centralized, 37% Decentralized by Geography, 11% Decentralized by Business Unit, 37% Hybrid by Geography, 11% Other, 5% Patient Support Organizational Structure Type Total Decentralized= 48% In their qualitative responses, 50% of the participants with a decentralized Patient Support structure said the lack of a centralized approach was a pitfall of their Patient Support organization. Data Points: A majority of study participants (60%) who rated their Patient Support program as “Very Good” said they had a centralized structure. • Function currently does not exist Other: N=19 Indicate which choice best describes the organizational structure of your Patient Support function. (Choose one) 9
  10. 10. 0% 25% 50% 75% 100% Very Good Good So-So Patient Support Reporting Structure by Effectiveness Dedicated PS Commercial Marketing Medical Other Dedicated Patient Support Groups Get Highest “Very Good” Rating Most of the participants who self-rated their Patient Support groups as Very Good also reported having a dedicated Patient Support group rather than reporting into another function. Under what function does your patient support group work and report – segmented by effectiveness rating? 10 N=19
  11. 11. Participants Average 15 Global FTEs for Patient Support On average, companies participating in this study have 15 FTEs for their worldwide Patient Support program. 11 N=10 Segment First Quartile Average Median Third Quartile Your Area XX XX XX XX Company Wide XX XX XX XX How many FTEs are allocated to Patient Support for your area of responsibility? How many FTEs are allocated to your company’s worldwide Patient Support organization? Patient Support FTEs for Your Area of Responsibility and Globally** ** -- FTEs provided in full report.
  12. 12. Worldwide Patient Support Budget Averages $32M for Participants The varied size of the companies in this study produced a range of company-wide budgets for Patient Support, going from less than $10 million to more than $45 million. Please estimate the total budget for Patient Support initiatives for your area of responsibility and your company’s worldwide Patient Support organization. (Exclude DTC advertising, labor and large one-time capital costs.) 12 N=12 Segment First Quartile Average Median Third Quartile Your Area $2M $10M $7M $18M Company Wide $10M $32M $27M $45M
  13. 13. Best Practices®, LLC is an internationally recognized thought leader in the field of best practice benchmarking®. We are a research, consulting, benchmark database, publishing and advisory firm that conducts work based on the simple yet profound principle that organizations can chart a course to superior economic performance by leveraging the best business practices, operating tactics and winning strategies of world-class companies. 6350 Quadrangle Drive, Suite 200 Chapel Hill, NC 27517 (Phone): 919-403-0251 www.best-in-class.com Learn More About Our Company:

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