Almost any company with a specialty pharmaceutical to market includes an internal or outsourced patient-support service, and almost any such service needs an IT platform to track interactions and interventions along the patient journey. Human Care Systems, a Boston-based IT developer, has developed its own platform, Resilix, now available as ver. 5.0. Matt Hall, president, says that Resilix is tailored specifically to the needs of pharma companies running their own patient support services, whether or not they also engage with outsourced hub providers: “Resilix enables companies to easily bring in data from third parties so that the support programs can be better managed,” he says.
Other enhancements of Resilix include modules that are tailored for handling reimbursement tasks (such as prior authorizations), and enhanced data security. Unusual for this area of life sciences software, Human Care went for compliance with 21 CFR Part 11, an FDA requirement usually in place for documenting good manufacturing practices (GMPs) for pharmaceuticals. “Our robust quality management system follows FDA 21 CFR Part 11 compliance standards for privacy and security features as well as software development and validation processes that are in line with industry best practices and regulatory requirements,” Hall says. Compliance with HIPAA standards, as well as the EU’s GDPRs, is also in place.
Hall also touts Resilix as a “market differentiator” because it is not based on SalesForce.com, a widely used platform for customer relationship management in many parts of pharma marketing and services. According to him, Resilix is more readily configured to a specific drug program, and uses a document-based database (MongoDB, rather than a relational database) to integrate data fields from one application to another. “We recognize that SalesForce.com implementations are widely used in pharma, but our ease of deployment is an advantage,” he says.
Human Care Systems straddles the hub-services/IT spectrum, in that while it is primarily a software developer, it also provides patient services directly through an in-house staff of “treatment experience” nurses, who interact with patients directly and through a spectrum of digital channels (click-to-chat, text, email, mobile and web). Improving patient adherence is a key performance factor.