Empowering Patients in a Complex Healthcare System
A deep dive into the future of patient service programs and the value of transparency throughout the process.
Navigating today’s healthcare system is increasingly complex for patients, especially those requiring chronic care or advanced treatments like cell and gene therapies. Patients often face barriers like coverage limits, prior authorizations, and high out-of-pocket costs, leaving them feeling overwhelmed and uncertain about accessing and affording necessary therapies.
So, how can we make sure patients are receiving full transparency and support during very difficult and life-changing situations?
This can be done by incorporating intentional and beneficial patient service programs.
The importance of comprehensive support for patient adherence and positive outcomes
The success of your drug is only as reliable as patients’ ability to gain access to it. Not only is it important for patients to understand the nuances of accessing their treatments, but it’s also important that healthcare providers (HCPs) and caregivers understand it as well.
Patient services programs are designed to educate patients about their coverage options and assist them through the challenging process of cost-sharing and reimbursement. By offering solutions like copay support and assistance for uninsured patients, these programs help ease the financial burden. Acting as a liaison between patients, HCPs, and manufacturers, patient services ensure smoother access to treatment and critical support throughout the care journey.
Ongoing collaboration between manufacturers and patient services partners is essential to optimize these programs and eliminate confusion around coverage and payments. Leveraging insights from benchmarking, advisory boards, and real-time feedback allows for continuous refinement of support models. Adapting to patient needs ensures they receive the necessary solutions to stay on track with their therapy.
Effective patient services programs and their impact on treatment adoption
A 2024 Independent Benchmarking Read-Out focused on Neurology1 highlighted key innovations in patient services, such as digital accessibility tools such as adjustable fonts, line spacing, and color settings tailored to neurology patients. These features have improved treatment adherence and patient satisfaction by making it easier to stay informed. Another major driver of treatment adoption is simplifying enrollment through tools like electronic systems and e-signatures, which reduce paperwork and speed up access to therapies.
Many programs now incorporate digital tools, including accessibility widgets for visually impaired patients, ensuring everyone can easily navigate treatment information. These small enhancements significantly impact treatment adoption by removing barriers to information. Top-performing programs also leverage social media platforms to engage patients and guide them to comprehensive resources on manufacturers’ websites, fostering a more patient-centric care approach. By integrating these tools, patient services can reach a broader audience and provide tailored support. As the digital landscape evolves, patient services must continue adapting to meet patients where they are.
The impact of these innovative patient services extends beyond mere convenience. Studies have shown that improved accessibility and engagement lead to better health outcomes.2 For instance, patients with multiple sclerosis who utilized telemedicine services demonstrated increased adherence to disease-modifying therapies and better management of symptoms like fatigue. This underscores the critical role that patient services play in facilitating treatment adoption and enhancing overall patient care.
Patient interactions via telehealth platforms continue to be on the rise.2 This shift towards virtual care has opened new avenues for patient support, including remote monitoring of symptoms and digital tools for tracking and managing conditions. These advancements have proven especially beneficial for patients with limited mobility or those living in rural areas with limited access to specialized care.
Moreover, the integration of artificial intelligence (AI) in patient services is revolutionizing personalized care. AI algorithms are now being used to analyze vast amounts of patient data, enabling more precise diagnoses and tailored treatment plans.3 This level of personalization not only improves treatment efficacy but also enhances patient engagement by providing individualized care recommendations.
As we look to the future, the role of patient services in treatment adoption will only grow more critical. With the healthcare landscape becoming increasingly complex, these programs serve as a vital bridge between patients and their treatments. By continually innovating and adapting to patient needs, patient services programs are not just facilitating treatment adoption—they are fundamentally transforming the patient experience and improving health outcomes across the board.
Anticipated trends and the evolving role of patient services in biopharma
As the biopharma industry evolves, so will the role of patient services. One of the most promising trends is the integration of AI-enabled benefit verifications, which automate interactions with payers. This streamlined access for securing benefits reduces the need for patient service resources to call payers, waste time on hold, and manually enter data. By improving efficiency, AI will elevate the level of care, enabling staff to spend more time building relationships with patients and offering tailored empathetic support.
Other potential market trends include the standardization of eBV results and greater interoperability of ePA services to expedite access. With improved tools to secure benefits and prior authorizations, access can be accelerated. Greater efficiency within the onboarding and access stage will allow patient support programs to shift more resources to adherence efforts. Keeping patients on therapy for the intended regimen can improve outcomes.
The financial landscape is also shifting. Legislation including the Inflation Reduction Act (IRA) may increase pressure on pharmaceutical manufacturers, potentially tightening eligibility criteria for patient assistance programs, especially for Medicare patients. The ever-changing landscape only increases market complexity, making patient services more vital at a time when funding for these very services could become more constrained.
Patient services play a vital role in improving patient outcomes and supporting the success of therapies. As the biopharma industry evolves, patient services will adapt alongside it, with new technologies and regulations shaping how support is provided. For biopharma companies, investing in well-developed patient services is not only a commitment to patients but also key to navigating an increasingly complex healthcare environment.
About the Author
Paul Battaglia is Vice President of Patient Services at Two Labs Pharma Services.
References
1. Asembia 2024 Unwrapped: Insights and Key Takeaways. Two Labs. https://twolabs.com/asembia-2024-unwrapped-insights-and-key-takeaways/
2. Telemedicine Neurology: A New Standard of Neurological Care. Creyos. October 10, 2023. https://creyos.com/blog/telemedicine-neurology
3. Healthcare Tech: The Innovations Transforming Patient Care in 2024. Aragon Research. July 26, 2024. https://aragonresearch.com/healthcare-tech-innovations-patient-care-2024/
