Human Care Systems provides comprehensive patient and HCP support programs for biopharm and medtech companies and provider and payer organizations in the rare disease market. We help organizations reach patient and HCP initiation, adherence and retention goals by integrating a proprietary intelligent stakeholder algorithm. The result is Real World Outcomes: optimized patient quality of life, HCP brand preference and brand ROI
Redefining the role of patient support programs: Shifting the focus towards p...SKIM
Presented by:
Alex Zhu, Manager
Ariel Herrlich, Analyst
The recent shift toward consumerism and patient empowerment is driving companies to reevaluate the role and design of patient support programs. Historically, pharmaceutical manufacturers implemented support programs largely as a way to address patient non-adherence.
These programs were often single-based solutions designed to meet mass market needs. Next generation patient support programs will go beyond simple adherence to address holistic disease management through individualized, patient-centric service offerings.
Using a case study, we illustrated:
- How to evaluate your current patient support program offerings, using a combination of standard and non-standard metrics and exercises
- Re-define what “value” means in a world of patient-centricity and personalized care
- Assess the impact/ROI of potential new service offerings and enhancements
Krames Patient Education is the only choice for enterprise-wide patient education. In this presentation, practices will learn who Krames Patient Education is and What we can do for you.
We will review Patient-Centered Care and Patient Education; The Case for a Patient Education Investment, The Krames Differencet; Return on Investment; and Krames Solutions.
Redefining the role of patient support programs: Shifting the focus towards p...SKIM
Presented by:
Alex Zhu, Manager
Ariel Herrlich, Analyst
The recent shift toward consumerism and patient empowerment is driving companies to reevaluate the role and design of patient support programs. Historically, pharmaceutical manufacturers implemented support programs largely as a way to address patient non-adherence.
These programs were often single-based solutions designed to meet mass market needs. Next generation patient support programs will go beyond simple adherence to address holistic disease management through individualized, patient-centric service offerings.
Using a case study, we illustrated:
- How to evaluate your current patient support program offerings, using a combination of standard and non-standard metrics and exercises
- Re-define what “value” means in a world of patient-centricity and personalized care
- Assess the impact/ROI of potential new service offerings and enhancements
Krames Patient Education is the only choice for enterprise-wide patient education. In this presentation, practices will learn who Krames Patient Education is and What we can do for you.
We will review Patient-Centered Care and Patient Education; The Case for a Patient Education Investment, The Krames Differencet; Return on Investment; and Krames Solutions.
Leveraging Patient Support Programs in Biologic-Biosimilar Competitive LandscapeAlex Xiaoguang Zhu
Biologics are facing intense competition from biosimilars. In this competitive landscape, strategic levers for both branded biologics and biosimilars typically include payor strategy, promotion and new formulation. As patients become more engaged and patient-centricity is on the rise, there is an increased opportunity to leverage patient support programs as additional strategic lever. This presentation will cover five key learnings that we have uncovered while conducting multi-phase patient support program research for both branded biologics and biosimilars.
Creating a standard of care for patient and family engagementChristine Winters
Nationally-recognized governance expert Beth Daley Ullem addresses the state of patient engagement in heathcare and provides a vision for establishing a minimum standard of care for patient engagement programs.
Overview of Patient Experience Definitions and Measurement ToolsInnovations2Solutions
This publication will provide an overview of patient experience, how it is measured, and how to achieve it optimally within the healthcare setting. Sodexo’s definition of Patient Experience will also be explored.
Closing the Loop: Strategies to Extend Care in the EDEngagingPatients
This HIMSS15 presentation discusses the challenges faced in hospital emergency departments and offers insights for implementing a process to follow up with discharged ED patients to enhance outcomes and satisfaction,while optimizing utilization and reducing risk.
The keynote address was delivered at the NYSAVSA Annual Conference on June 7, 2012 in Geneva, NY. The purpose of the address was 3-fold: (1) Outline what patient- and family-centered care is, its core components, and benefits; (2)Highlight some best practice volunteer programs aligned with the PFCC philosophy; (3) Provide conference participants with an assessment grid to evaluate their volunteer programming based on two PFCC standards and walk away from the presentation with concrete strategic next steps to enhance and strengthen their volunteer programming based on the PFCC model and philosophy.
Presented at the 2015 IHI International Forum byThe Royal Melbourne Hospital of Victoria,Australia, this poster,speaks to the power of Shadowing to engage patients and families in decisions of care, specifically the post-discharge planning process.
Definition: Patient-Centered Care
Definition Patient-centered care (patient centred care): “Is a model in which providers partner with families to identify and satisfy the full range of patient needs and preferences.”
To expand this definition, patient-centered care is dependent on the involvement of the staff and care team as well.
“To succeed, a patient-centered approach must also address the staff experience as staff’s ability and inclination to effectively care for patients is unquestionably compromised if they do not feel care for themselves" (Picker Institute).
Researchers from Harvard Medical School, on behalf of Picker Institute and The Commonwealth Fund, defined seven primary dimensions of patient-centered care model.
These factors are identified as:
Respect for patients’ values, preferences and expressed needs
Coordination and integration of care
Information, communication and education
Physical comfort
Emotional support and alleviation of fear and anxiety
Involvement of family and friends
Transition and continuity
Patient & Family Advisory Councils: the Business Case for Starting a PFAC & P...EngagingPatients
This webinar was presented on March 12, 2015 by Barbara Lewis. It looks at the prevalence and roles that Patient & Family Advisory Councils (PFACs) are playing in U.S. hospitals today, and builds a business case for their implementation:
•Understand the Accreditation Canada requirements for medication reconciliation at discharge
•Learn from the experience of patients and receiving healthcare providers
•Gain insight into practical strategies for communicating accurate medication information at discharge
READ MORE: http://bit.ly/1ja1gxY
Measuring Family Experience of Care Integration to Improve Care Delivery LucilePackardFoundation
The family perception of care integration is essential in identifying opportunities to improve processes of care coordination and care management. This June 15 webinar introduced the Pediatric Integrated Care Survey (PICS), a validated instrument developed by Richard Antonelli, MD, MS, Medical Director of Integrated Care at Boston Children's Hospital, and his team. The instrument assesses family experience of care integration. It asks family respondents to identify the members of their child's/youth's care team and report on their experiences with integration across disciplines, institutions, and communities.
How to make care and support planning a two-way dynamic - presentation from webinar held on 1 October 2014
This relates to the first NHS IQ Long Term Conditions Improvement Programmes Wednesday Lunch & Learn Webinar Series. How to make care and support planning a 2 way dynamic hosted by Dr Alan Nye & Brook Howells from AQuA. This webinar discussed how to encourage patients, carers and the public to work alongside (in equal partnership) with clinicians and managers
Leveraging Patient Support Programs in Biologic-Biosimilar Competitive LandscapeAlex Xiaoguang Zhu
Biologics are facing intense competition from biosimilars. In this competitive landscape, strategic levers for both branded biologics and biosimilars typically include payor strategy, promotion and new formulation. As patients become more engaged and patient-centricity is on the rise, there is an increased opportunity to leverage patient support programs as additional strategic lever. This presentation will cover five key learnings that we have uncovered while conducting multi-phase patient support program research for both branded biologics and biosimilars.
Creating a standard of care for patient and family engagementChristine Winters
Nationally-recognized governance expert Beth Daley Ullem addresses the state of patient engagement in heathcare and provides a vision for establishing a minimum standard of care for patient engagement programs.
Overview of Patient Experience Definitions and Measurement ToolsInnovations2Solutions
This publication will provide an overview of patient experience, how it is measured, and how to achieve it optimally within the healthcare setting. Sodexo’s definition of Patient Experience will also be explored.
Closing the Loop: Strategies to Extend Care in the EDEngagingPatients
This HIMSS15 presentation discusses the challenges faced in hospital emergency departments and offers insights for implementing a process to follow up with discharged ED patients to enhance outcomes and satisfaction,while optimizing utilization and reducing risk.
The keynote address was delivered at the NYSAVSA Annual Conference on June 7, 2012 in Geneva, NY. The purpose of the address was 3-fold: (1) Outline what patient- and family-centered care is, its core components, and benefits; (2)Highlight some best practice volunteer programs aligned with the PFCC philosophy; (3) Provide conference participants with an assessment grid to evaluate their volunteer programming based on two PFCC standards and walk away from the presentation with concrete strategic next steps to enhance and strengthen their volunteer programming based on the PFCC model and philosophy.
Presented at the 2015 IHI International Forum byThe Royal Melbourne Hospital of Victoria,Australia, this poster,speaks to the power of Shadowing to engage patients and families in decisions of care, specifically the post-discharge planning process.
Definition: Patient-Centered Care
Definition Patient-centered care (patient centred care): “Is a model in which providers partner with families to identify and satisfy the full range of patient needs and preferences.”
To expand this definition, patient-centered care is dependent on the involvement of the staff and care team as well.
“To succeed, a patient-centered approach must also address the staff experience as staff’s ability and inclination to effectively care for patients is unquestionably compromised if they do not feel care for themselves" (Picker Institute).
Researchers from Harvard Medical School, on behalf of Picker Institute and The Commonwealth Fund, defined seven primary dimensions of patient-centered care model.
These factors are identified as:
Respect for patients’ values, preferences and expressed needs
Coordination and integration of care
Information, communication and education
Physical comfort
Emotional support and alleviation of fear and anxiety
Involvement of family and friends
Transition and continuity
Patient & Family Advisory Councils: the Business Case for Starting a PFAC & P...EngagingPatients
This webinar was presented on March 12, 2015 by Barbara Lewis. It looks at the prevalence and roles that Patient & Family Advisory Councils (PFACs) are playing in U.S. hospitals today, and builds a business case for their implementation:
•Understand the Accreditation Canada requirements for medication reconciliation at discharge
•Learn from the experience of patients and receiving healthcare providers
•Gain insight into practical strategies for communicating accurate medication information at discharge
READ MORE: http://bit.ly/1ja1gxY
Measuring Family Experience of Care Integration to Improve Care Delivery LucilePackardFoundation
The family perception of care integration is essential in identifying opportunities to improve processes of care coordination and care management. This June 15 webinar introduced the Pediatric Integrated Care Survey (PICS), a validated instrument developed by Richard Antonelli, MD, MS, Medical Director of Integrated Care at Boston Children's Hospital, and his team. The instrument assesses family experience of care integration. It asks family respondents to identify the members of their child's/youth's care team and report on their experiences with integration across disciplines, institutions, and communities.
How to make care and support planning a two-way dynamic - presentation from webinar held on 1 October 2014
This relates to the first NHS IQ Long Term Conditions Improvement Programmes Wednesday Lunch & Learn Webinar Series. How to make care and support planning a 2 way dynamic hosted by Dr Alan Nye & Brook Howells from AQuA. This webinar discussed how to encourage patients, carers and the public to work alongside (in equal partnership) with clinicians and managers
As new payment models emerge that emphasize value over volume, providers are being compelled to look more closely at how to motivate patients—especially those with multiple chronic conditions—to actively manage their care, make better decisions and change behaviors. This editorial webinar will explore the relationships between engagement and improved health outcomes, greater patient satisfaction and better resource utilization. Our panel of experts will share proven strategies for building patients' confidence, disseminating self-management tools and making the best use of your care team.
Enhancing the quality of life for people living with long term conditions.
https://mhealthinsight.com/2016/06/27/join-us-at-the-kings-funds-digital-health-care-congress/
How Clinical Decision Support Systems (CDSS) is the right tool for physicians?Eurostars Programme EUREKA
We believe that CDSS delivered using information systems, ideally with the electronic medical record as the platform, will finally provide decision makers with tools making it possible to achieve large gains in performance, narrow gaps between knowledge and practice, and improve safety.
BPS DCP SIGOPAC Good Practice Guidance in Demonstrating Quality and Outcomes ...Alex King
This report outlines a rigorous, multidimensional framework for evaluating quality and outcomes in psycho-oncology services, which can be flexibly adapted to local needs and priorities.
It aims to challenge psycho-oncology services to develop and standardise procedures that address the clinical and operational aspects of quality, while maintaining a firm focus on the experiential.
The proposed framework focuses on six key domains of service quality:
- Is this service safe?
- Is this service equitable, while also focused on those most in need?
- Is this service timely and responsive?
- Is this service respectful, collaborative and patient-centred?
- Is this service offering effective interventions?
- Is this service contributing to efficient multidisciplinary care?
To address these domains, psycho-oncology services need to draw on multiple, convergent sources of data, including key performance indicators, activity levels, patient self-report measures, feedback from professional colleagues, etc.
June 27/2017 - SPOR-PIHCI Network presentations from the pre-CAHSPR conference day in Toronto, Ontario
Sharing Practical Advances in Research Knowledge-
Translating Findings to Action from PIHCIN Research
Acute hospitals end of life care best practiceNHSRobBenson
Delivering reliable best practice in an acute hospital setting for patients whose recovery is uncertain. Including details of the AMBER care bundle. Presentation from Anita Hayes and colleagues from England's National End of Life Care Programme as part of the Department of Health's QIPP end of life care workstream seminar series at Healthcare Innovation Expo 2011
These lecture slides, by Dr Sidra Arshad, offer a quick overview of the physiological basis of a normal electrocardiogram.
Learning objectives:
1. Define an electrocardiogram (ECG) and electrocardiography
2. Describe how dipoles generated by the heart produce the waveforms of the ECG
3. Describe the components of a normal electrocardiogram of a typical bipolar lead (limb II)
4. Differentiate between intervals and segments
5. Enlist some common indications for obtaining an ECG
6. Describe the flow of current around the heart during the cardiac cycle
7. Discuss the placement and polarity of the leads of electrocardiograph
8. Describe the normal electrocardiograms recorded from the limb leads and explain the physiological basis of the different records that are obtained
9. Define mean electrical vector (axis) of the heart and give the normal range
10. Define the mean QRS vector
11. Describe the axes of leads (hexagonal reference system)
12. Comprehend the vectorial analysis of the normal ECG
13. Determine the mean electrical axis of the ventricular QRS and appreciate the mean axis deviation
14. Explain the concepts of current of injury, J point, and their significance
Study Resources:
1. Chapter 11, Guyton and Hall Textbook of Medical Physiology, 14th edition
2. Chapter 9, Human Physiology - From Cells to Systems, Lauralee Sherwood, 9th edition
3. Chapter 29, Ganong’s Review of Medical Physiology, 26th edition
4. Electrocardiogram, StatPearls - https://www.ncbi.nlm.nih.gov/books/NBK549803/
5. ECG in Medical Practice by ABM Abdullah, 4th edition
6. Chapter 3, Cardiology Explained, https://www.ncbi.nlm.nih.gov/books/NBK2214/
7. ECG Basics, http://www.nataliescasebook.com/tag/e-c-g-basics
CDSCO and Phamacovigilance {Regulatory body in India}NEHA GUPTA
The Central Drugs Standard Control Organization (CDSCO) is India's national regulatory body for pharmaceuticals and medical devices. Operating under the Directorate General of Health Services, Ministry of Health & Family Welfare, Government of India, the CDSCO is responsible for approving new drugs, conducting clinical trials, setting standards for drugs, controlling the quality of imported drugs, and coordinating the activities of State Drug Control Organizations by providing expert advice.
Pharmacovigilance, on the other hand, is the science and activities related to the detection, assessment, understanding, and prevention of adverse effects or any other drug-related problems. The primary aim of pharmacovigilance is to ensure the safety and efficacy of medicines, thereby protecting public health.
In India, pharmacovigilance activities are monitored by the Pharmacovigilance Programme of India (PvPI), which works closely with CDSCO to collect, analyze, and act upon data regarding adverse drug reactions (ADRs). Together, they play a critical role in ensuring that the benefits of drugs outweigh their risks, maintaining high standards of patient safety, and promoting the rational use of medicines.
Knee anatomy and clinical tests 2024.pdfvimalpl1234
This includes all relevant anatomy and clinical tests compiled from standard textbooks, Campbell,netter etc..It is comprehensive and best suited for orthopaedicians and orthopaedic residents.
Adv. biopharm. APPLICATION OF PHARMACOKINETICS : TARGETED DRUG DELIVERY SYSTEMSAkankshaAshtankar
MIP 201T & MPH 202T
ADVANCED BIOPHARMACEUTICS & PHARMACOKINETICS : UNIT 5
APPLICATION OF PHARMACOKINETICS : TARGETED DRUG DELIVERY SYSTEMS By - AKANKSHA ASHTANKAR
New Drug Discovery and Development .....NEHA GUPTA
The "New Drug Discovery and Development" process involves the identification, design, testing, and manufacturing of novel pharmaceutical compounds with the aim of introducing new and improved treatments for various medical conditions. This comprehensive endeavor encompasses various stages, including target identification, preclinical studies, clinical trials, regulatory approval, and post-market surveillance. It involves multidisciplinary collaboration among scientists, researchers, clinicians, regulatory experts, and pharmaceutical companies to bring innovative therapies to market and address unmet medical needs.
Recomendações da OMS sobre cuidados maternos e neonatais para uma experiência pós-natal positiva.
Em consonância com os ODS – Objetivos do Desenvolvimento Sustentável e a Estratégia Global para a Saúde das Mulheres, Crianças e Adolescentes, e aplicando uma abordagem baseada nos direitos humanos, os esforços de cuidados pós-natais devem expandir-se para além da cobertura e da simples sobrevivência, de modo a incluir cuidados de qualidade.
Estas diretrizes visam melhorar a qualidade dos cuidados pós-natais essenciais e de rotina prestados às mulheres e aos recém-nascidos, com o objetivo final de melhorar a saúde e o bem-estar materno e neonatal.
Uma “experiência pós-natal positiva” é um resultado importante para todas as mulheres que dão à luz e para os seus recém-nascidos, estabelecendo as bases para a melhoria da saúde e do bem-estar a curto e longo prazo. Uma experiência pós-natal positiva é definida como aquela em que as mulheres, pessoas que gestam, os recém-nascidos, os casais, os pais, os cuidadores e as famílias recebem informação consistente, garantia e apoio de profissionais de saúde motivados; e onde um sistema de saúde flexível e com recursos reconheça as necessidades das mulheres e dos bebês e respeite o seu contexto cultural.
Estas diretrizes consolidadas apresentam algumas recomendações novas e já bem fundamentadas sobre cuidados pós-natais de rotina para mulheres e neonatos que recebem cuidados no pós-parto em unidades de saúde ou na comunidade, independentemente dos recursos disponíveis.
É fornecido um conjunto abrangente de recomendações para cuidados durante o período puerperal, com ênfase nos cuidados essenciais que todas as mulheres e recém-nascidos devem receber, e com a devida atenção à qualidade dos cuidados; isto é, a entrega e a experiência do cuidado recebido. Estas diretrizes atualizam e ampliam as recomendações da OMS de 2014 sobre cuidados pós-natais da mãe e do recém-nascido e complementam as atuais diretrizes da OMS sobre a gestão de complicações pós-natais.
O estabelecimento da amamentação e o manejo das principais intercorrências é contemplada.
Recomendamos muito.
Vamos discutir essas recomendações no nosso curso de pós-graduação em Aleitamento no Instituto Ciclos.
Esta publicação só está disponível em inglês até o momento.
Prof. Marcus Renato de Carvalho
www.agostodourado.com
Muktapishti is a traditional Ayurvedic preparation made from Shoditha Mukta (Purified Pearl), is believed to help regulate thyroid function and reduce symptoms of hyperthyroidism due to its cooling and balancing properties. Clinical evidence on its efficacy remains limited, necessitating further research to validate its therapeutic benefits.
These simplified slides by Dr. Sidra Arshad present an overview of the non-respiratory functions of the respiratory tract.
Learning objectives:
1. Enlist the non-respiratory functions of the respiratory tract
2. Briefly explain how these functions are carried out
3. Discuss the significance of dead space
4. Differentiate between minute ventilation and alveolar ventilation
5. Describe the cough and sneeze reflexes
Study Resources:
1. Chapter 39, Guyton and Hall Textbook of Medical Physiology, 14th edition
2. Chapter 34, Ganong’s Review of Medical Physiology, 26th edition
3. Chapter 17, Human Physiology by Lauralee Sherwood, 9th edition
4. Non-respiratory functions of the lungs https://academic.oup.com/bjaed/article/13/3/98/278874
2. HCS ConfidentialHCS Confidential
We Design, Develop and Deploy comprehensive
support PROGRAMS for HCPs and Patients. Our
programs are based in BEHAVIORAL SCIENCE and…
Add More VALUE To Product
Impact clinician decision making
De-risk the product
Impact patient self-management, adherence and QoL
Improve real world outcomes
2
solution.
This is Human Care Systems
deliver.
change
behaviors.
monitor &
measure.
engage.
personalize.
3. HCS ConfidentialHCS Confidential
3
about.
Locations & Experience
• Asthma
• Back problems
• Chronic Kidney Disease
• COPD
• Diabetes (T1 and T2)
• Heart Failure
• Hemophilia (A & B)
• Hepatitis (B & C)
• HIV
• Kidney Transplant
• Mood disorders
• Multiple Sclerosis
• Lupus
• Oncology (CML, CLL, MBC,
MCL NSCLC, RCC & others)
• Osteoporosis
• Nephrotic Syndrome
• Pain
• Pneumonia
• Pulmonary Hypertension
• Rheumatology
• Stroke
SAN
FRANCISCO
BOSTON
LONDON FRANKFURT
(Opening 2014)
TOKYO
(via partnership)
SINGAPORE
(Opening 2014)
SÃO PAOLO
(via partnership)
4. HCS ConfidentialHCS Confidential
process.
The HCS System
Revenue
Awareness
Initiation
Adherence
Retention
Events
Time and Trigger
identifiable inflection
points relevant to
clinicians and patients
Barriers
Learn, Gain Insight, Take
Action to impact
clinician and patient
decisions and behaviors
TargetsInputs Results
We use an analytical system to design, deliver and measure high impact service
and support to clinicians and patients.
Behavioral Science
Application of literature and
experience on effective
learning, decision-making
and behavior change.
Experience Design
Integrated customer
experiences across channels
(print, web, mobile,
salesforce, phone, etc.)
Outcomes
Quality of Life,
Health Outcomes
Health Economics
4
5. HCS ConfidentialHCS Confidential
Map
5
Knowledge of
stakeholder
experience from
understand phase
Priorities
of brand
team
Proposed rules-based customized solutions to address
barriers and gaps to fulfill brands objectives and provide a
comprehensive patient, provider, and payor solutions
Identified barriers and gaps
extrapolated from the
synthesized information in the
understand phase
Utilizing the training in psych
evaluation, research, and
analysis and with the
principles of social, cognitive,
and behavior theories of
human behavior as well as
the transtheoretical model,
biopsycho-socio-
environmental theory, health
belief model, and theory of
planned behavior, the
experience map is created in
an iterative fashion.
6. HCS ConfidentialHCS Confidential
Rules based customized solution
6
Treatment
initiation
HCP prescribes
Product X
NurseCalls
Email or Mail
Text Reminders
1 2 3 4 5 6 7 8ProductX
Applicatio
ns
Patient self-assessment
R
x
Barrier topics delivered in a multi-channel
program based on patient endorsement and
a pre-determined barrier ranking
(developed from learning in the understand
and map phases)
Treatment
initiation
HCP prescribes
Product X
NurseCalls
Email or Mail
Text Reminders
1 2 3 4 5 6 7 8ProductX
Applicatio
ns
Patient self-assessment
R
x
Barrier
Assessment
Patient Identified
Barriers
7. HCS ConfidentialHCS Confidential
7
Return on Investment
DIABETES RARE KIDNEY
DISORDER
ORAL
ONCOLYTIC
• Reduced 6 month attrition
rate from 22% to 5%
• Improved Market Share by
2 points
• Improved adherence by 8
additional infusion sets per
year
• Improved 6 month A1C by
24%
• 15 point Net Promoter
Score Improvement
• Initiation rates have
increased from 70% to
85% after
implementation of this
program
• Discontinuation rates
have dropped from 40%
to 15%.
• 90% of eligible
countries have
implemented program
• Measured adherence
improvements have
ranged from 10%-38%
across countries
9. HCS ConfidentialHCS Confidential
Clinical Health
Psychologists
Experience
Designers
Software
Platform
Multi-Channel
Delivery
Field Clinicians
• Trained in Clinical
Psychology with
subspecialty in
Health
Psychology
• Health
Psychology is the
application of
behavioral
science to
medical health
management
• Information
Architects and
User Experience
Experts (IA/UX)
• Print and
interactive
designers
• Software
architects and
developers
• Salesforce.com
administrators
• Nurse phone
coaches
• Web
• Mobile
• Text
• Email
• Mail house
• Trained and
Certified
• Provide in person
training (i.e.
home infusions,
product
management,
etc.)
Management:
• Business unit and geographic leadership
• Company leadership
• Guide Medical Regulation Review
about.
Team Expertise
9
10. HCS ConfidentialHCS Confidential
10
solution.
This is Human Care Systems
We design, develop, and deploy service & support solutions to modify behavior and drive higher rates of adherence, improved health outcomes,
and increased patient and HCP satisfaction. The HCS system is based on the following pillars:
Behavioral science. HCS’ team of health psychologists use behavioral science to deliver programming to change adherence, patient/clinician
communications, and other self-managing and self-monitoring behaviors.
o Deep and actionable understanding of patient pain points based on existing knowledge and research + systematic literature review +
ethnographic research.
o Most effective programming to change behaviors:
High impact education to support learning.
Cognitive behavioral exercises to change relationships between thoughts, feelings and actions.
Motivational interviewing techniques to build self-efficacy and motivation.
Personalized, high-impact experiences. HCS’ technology platform personalizes program content and timing to individual patient’s events and
barriers as well as evolving over time as patient progresses through therapy.
o The HCS platform combines a personalization rules engine + CRM database + interfaces to deliver personalized and integrated programs
through multiple channels.
o Multichannel solutions, that feel to the patient like a coherent and personalized experience, are the most effective way to reach and
impact patient behaviors.
Change, measure and communicate outcomes. HCS’ measurement, analysis and publishing support capabilities ensure that the results of the
support program are best captured and communicated.
o Measured impact on Trx (brand choice + initiation + adherence).
o Real world outcomes.
o Studies and publishing.
11. HCS Confidential
B O S T O N | L O N D O N | S A N F R A N C I S C O
HCS Confidential
11
How We Work
12. HCS Confidential
v v
Approach
Define Current
Experience Map
Map Ideal
Experience
Build & Deliver
Solution
• All stakeholders
• Existing research and
knowledge
• Patient and Clinician &
Patient Ethnography
• Literature review
• Netnography
• Mine data sets
• Barriers & Events
• Specific to the
needs of each
stakeholder
• Personalized
experiences for
each patient
• Integrated and
coherent across
multiple channels
• Customize
experience for each
population and
indication
• Deliver integrated
support across
multiple channels
• Change patient and
clinician behaviors
1 2 3
12
13. HCS ConfidentialHCS Confidential
HCS Solution Framework
13
Events Barriers Triggers
• Logistic
• Social
• Physical and Cognitive
• Emotional
• Attitudinal/Cultural
• Side effects
• Provider
• Health Literacy
• Regimen requirements
• Financial
Key milestones that occur
along a timeline such as:
• Symptom Onset
• Diagnosis
• Decision to Treat
• Onset of Side Effects
• Symptom Improvement
• Treatment Fatigue
Things that happen that may foreshadow
non adherence or discontinuation:
• Severity of side effects
• Financial event
• Health or Personal Crisis
• Missed or Delayed Refill
• Patient Feels Lack of Progress
• Patient Feels They Are Doing Better
1 32
54
• To HCP about their patients
• To reps about enrollment
• To patients about adherence
• To the client and HCS about the program
6
Level of Support Infrastructure Complexity of Treatment
Feedback
16. HCS Confidential
Design All Touchpoints vs. Events & Barriers
Event Focused Barrier Focused
Time Based
• Mailing, e-mail, SMS, Phone
calls at time based inflection
points.
• E.g. educate on week 4 test
results.
Trigger Based
• Use passive data collection
techniques, questionnaires,
and HCP inputs to trigger
communications.
• E.g. congratulations phone call
when glucose targets reached
on connected meter.
Learn
• Bite-sized, personally relevant education tailored to
learning style.
Gain Insight
• Cognitive-behavioral exercises to help people understand
and take control of thoughts, feelings and actions.
Take Actions
• Guided experiences to build and sustain motivation, self-
confidence and resilience.
Get Feedback
• Help patients & HCPs monitor progress towards goals.
Help patients gain insight from remote monitored data
when available.
16
17. HCS Confidential
Creating a Whole Experience
Goal: Design and deploy integrated individual touchpoints to deliver a
coordinated, high-value experience to all treatment stakeholders
Comprehensive,
differentiated
solution
Cohesive and High-Impact
Experience for Patient, Clinician,
Caregiver, Office Staff
17
Individual Brand
Tactics
19. HCS Confidential
B O S T O N | L O N D O N | S A N F R A N C I S C O
HCS Confidential
results.
Case Study: Biologic Adherence for Rare Kidney Condition
19
20. HCS ConfidentialHCS Confidential
Key Barriers / Unmet needs Surrounding Taking Treatment:
• Injecting with Disability
• Education on Condition
• Building Treatment Routines
• Financial Concerns
• Side Effects
• Disability and Emotional Concerns
results.
Case Study (Biologic Adherence for Rare Kidney Condition):
Challenge & Situation
Challenge:
• Low initiation and completion rates during the 6 month course of therapy: 70%
• Discontinuation Rate: 40%
• Overcome treatment barriers in a rare kidney condition including injection fears, confusion, questioning value of
treatment, side effects, and psycho-social concerns.
Ongoing treatment1st injectionCan I afford it?Pre-RxEvents
Barriers
• Poor health
from primary
diagnoses
• Lack of
knowledge
• Cost
• Why me?
• Lack of urgency
• Side effects
• Confused about process
• Difficult regimen
• Side effects
• Needle anxiety
• Cost
• Side effects
• Treatment fatigue
• Uncertain of benefits vs. costs
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21. HCS ConfidentialHCS Confidential
Ongoing treatment1st injectionCan I afford it?Pre-RxPatient
Journey
Tactics
HCP
DTP
Enrollment brochure
Nurse line
PSK
ASAP
ASAP
Topic-specific mailings: initiation and adherence support
Printed materials Electronic Phone LogisticsKey:
Interactive website: initiation and adherence support
Schedule calls
Assess
readiness
Initial
injection
support
Trouble-
shooting
follow up.
Overcoming
barriers to
adherence
Building a
support
network
Planning to
complete
treatment
Lifelong health
management
habits
Messaging
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results.
Case Study (Biologic Adherence for Rare Kidney Condition):
Touchpoints
22. HCS ConfidentialHCS Confidential
The Nurse Coach provides human, personalized
support to patients.
• Leads them through the Barrier Assessment,
a survey tool that identifies key obstacles to
initiating and continuing Acthar
• Provides tailored support and guided steps to
help each patient overcome his/her barriers
• Monitors the progress of each patient and
provides appropriate help:
– information/resources
– emotional support
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results.
Case Study (Biologic Adherence for Rare Kidney Condition):
Solution: Customized Nurse Phone Interactions
23. HCS ConfidentialHCS Confidential
Print Materials
Nurse coach mails patients
targeted print materials that
supplement their discussions by
providing additional information
for patients to refer to in between
coaching calls.
Print materials:
• Focus on specific barriers
• Offer practical advice
• Invite engagement
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results.
Case Study (Biologic Adherence for Rare Kidney Condition):
Solution: Customized Print Materials
24. HCS ConfidentialHCS Confidential
Interactive Web Portal provides a private
space for patients to overcome their barriers at
their leisure. Features:
• Educational information about the kidneys
and proteinuria
• Interactive activities that help patients cope
with taking and living with Acthar
• Guided tools that help patients develop
specific plans for staying adherent
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results.
Case Study (Biologic Adherence for Rare Kidney Condition):
Solution: Digital Support
25. HCS ConfidentialHCS Confidential
Tear SheetsPocket Guide
HCP Skills Training
• Virtual/Print Tool training
• Listening like a detective
• Identifying nonadherence
• Giving effective direction
• Responding to emotional
patients
• Motivational interviewing
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results.
Case Study (Biologic Adherence for Rare Kidney Condition):
Solution: HCP Training & Tools
26. HCS ConfidentialHCS Confidential
Schedule calls
Assess
readiness
Initial
injection
support
Trouble-
shooting
follow up
Overcoming
barriers to
adherence
Assess final
status & discuss
next steps
Building a
support
network
Planning to
complete
treatment
Lifelong health
management
habits
RESULTS: 10:1 Return on Investment
Initiation rates have increased from 70% to 85% after implementation of this program
Discontinuation rates have dropped from 40% to 15%.
100% of patients enrolled in program are injecting on schedule.
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results.
Case Study (Biologic Adherence for Rare Kidney Condition):
Output and Results
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B O S T O N | L O N D O N | S A N F R A N C I S C O
HCS Confidential
results.
Case Study: Insulin Pump and CGM Adherence
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Decide to
Pursue Pump
• Reimbursemen
t
• Psychosocial
issues
Order and
Shipment
• Big box of
supplies can be
overwhelming
Training
• Lack of
knowledge
• Information
Overload
• Hypoglycemic
events,
adjusting to
wearing pump
Start Pump
• Carb counting
• Insulin rare
adjustments
Infusion Set
Change
• Difficulty with
supply orders
or Billing
• Fragmented
support
See Progress
• Think no
longer need
treatment
Pump
Problem
• Frustration
Achieve Goal
• To feel healthy,
have better focus,
more energy
(through better
glycemic control)
• More freedom in
their schedule
(eating, sleeping)
• Fewer hypos
• Prevent
complications
Events
Barriers
results.
Case Study (Insulin Pump and CGM Adherence):
Challenge & Insights
Challenge:
• Pump users experience many barriers, particularly in the first 90 days.
• 22% of pump users quit within 6 months/ 65% CGM
• Poor adherence
Key Needs based off of Insights:
• Less fragmentation
• Small actionable bits of information
• More connection to patient’s purpose for using pump
• Proactive support 28
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results.
Case Study (Insulin Pump and CGM Adherence):
Touchpoints
Pre Start Post Start
Field Clinician
Phone Coach
Ship
Orientation
Call (N)
+7D +30D
In Person
Training
+24H +3D +6D +14D +30D +60D +90D +120D +180D
CareLink Data
HL Calls
Assessments
Advanced
Classes Available
Pre Training
Call (N) Attrition Risk
Score
CareLink
Review
Transition of Care
Document
MONITOR
CELEBRATE
Monitoring Software
StartRight Patient Support Program
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B O S T O N | L O N D O N | S A N F R A N C I S C O
HCS Confidential
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Decide to pursue
pump
Pump and training
materials arrive
Receive training
and start pump 1st infusion set
change
Adjustment
period
INSULIN PUMP
RESULTS
Reduced 6
month attrition
rate for insulin
pump from 22%
to 5%
Improved
Market Share
by 2 ppts
Improved
adherence by 8
additional
infusion sets
per year
Improved 6
month A1C by
24%
15 point Net
Promoter Score
Improvement
CGM RESULTS
Reduced 6
month attrition
rate for insulin
pump from 61%
to 23%
Improved
adherence by
20 additional
sensors per
year
results.
Case Study (Insulin Pump and CGM Adherence):
Output and Results
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In developing our solutions, we want to consider events, barriers, and triggers when it comes to developing patient support programs. There are key milestones or events that every patient goes through in their patient journey. These will be unique to the disease process that we are thinking about, but here are some example events. We take these events and align them with barriers that patient encounter along their journey. We also consider triggers that arise along the way that may foreshadow non adherence or discontinuation. It is to these 3 areas that we target the intervention.Two other areas that are also important to consider in the framework are the level of support infrastructure, so how And how complex is the administration. We know that the more complex, the poorer adherence will be.
Lkey insights Support was very reactive. It relied on patient to contact physician or client to ask questions. In many cases, the patient would not know there was a problem.Onboarding was not a seamless or effective experience.Tools to drive monitoring of patients and feedback loop were not being utilized.Onboarding was one size fits all and did not account for psychosocial factors that would affect Patient adherence and persistence.
In alignment with pump foundations. Keep in mind all other PORT campaigns still taking place (welcome letter, email, 7 day pump tip sheet, 30 day pump tip sheet.