Streamlining Processes and Removing Barriers in the Patient Journey
Introduction
Our client’s launch of a pediatric therapy faced unexpected barriers in HUB and specialty pharmacy patient experiences, despite extensive prelaunch planning and a specialty pharmacy distribution strategy.
The Challenge
The client faced operational misalignments and inefficiencies between HUB and specialty pharmacies, resulting in delays and inconsistent patient experiences.
Our Solution
We analyzed 15+ products across 7 therapeutic areas to uncover efficiencies and bundling opportunities. We assessed and ranked specialty pharmacies for contractual considerations. We mapped enhanced service agreement discrepancies and compared findings with key operational data (turnaround times, non-starts, adherence, compliance) to identify critical gaps in the patient experience. We standardized 4 specialty pharmacy contracts and created a joint training module with patient support service and Medical teams to standardize enhanced services, service level agreements, costs, and overall patient experience.
Value Delivered
- Resolved specialty pharmacy(SP) inconsistencies, ensuring a seamless patient experience.
- Streamlined HUB-SP coordination, improving patient access and reducing delays.
- Trained SP teams, driving consistent adherence to best practices.
