Streamline Patient Services. Accelerate Impact.
Patient expectations for seamless onboarding experiences are rising and so are the complexities of delivering support. Top-performing brands know that launching a well-designed Hub and Specialty Pharmacy (SP) model isn’t enough. Success depends on continuously optimizing that model to keep pace with competitive entrants, shifting payer requirements, provider preferences, and patient needs.
Whether you’re preparing for launch or responding to market change, a frictionless patient journey drives results. Where should you focus first? Which changes will make the biggest difference?
Without a data-driven approach, it’s easy to overinvest in low-impact areas or overlook bottlenecks that cost time, trust, and treatment adherence.
Herspiegel’s HUB and SP Optimization Support
Herspiegel delivers a proven framework designed to evaluate, prioritize, and implement enhancements based on impact versus time and cost. We pressure-test your current patient services ecosystem across Hub and SP performance to uncover where improvements will move the needle most.
Our approach includes:
- Journey mapping and KPI analysis
- Operational benchmarking across therapeutic areas
- Structured support prioritization
- Business case development and phased project planning
We combine quantitative benchmarks, operational insights, and qualitative research with internal stakeholders to build a plan rooted in feasibility and impact.
The Benefits of Our Optimization Framework
With Herspiegel, you gain:
- Clarity on where performance lags—using real-world turnaround times, referral KPIs, and benchmarked service models
- Prioritized solutions backed by a scoring framework that considers effort (time/cost) vs. impact
- Operational alignment across internal and external stakeholders to improve coordination, execution, and provider experience
- Accelerated access for patients and faster pull-through for your brand
How the Support Works
Our process unfolds in three collaborative phases:
Phase 1: Identify Areas of Opportunity
- Review internal materials and interview key stakeholders
- Map the current product journey across the Hub and SP
- Overlay industry best practices
- Highlight friction points, delays, and misalignments
Phase 2: Benchmark and Compare
- Benchmark against competitor programs across three domains:
- Services offered: Best-in-class models across Hubs and SPs
- KPI performance: Metrics from referral to first fill, including PA, triage, fill rate, and more
- Financial spend: Blinded cost comparisons per patient, role, and support channel
- Use benchmark insights to refine your operational model and investment strategy
Phase 3: Prioritize Key Opportunities
- Host a cross-functional workshop to review findings
- Score potential solutions using Herspiegel’s impact vs. effort matrix
- Build a business case for the top improvement levers
- Align on a phased roadmap tailored for launch readiness or near-term improvement
