Post on 21-Apr-2017
The Patient Is INPharma’s Growing Opportunity in Patient Services
Accenture Life SciencesRethink Reshape Restructure…for better patient outcomes
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ABOUT THE RESEARCH
Responses from over 200 patient services executives in the US and Europe on current and anticipated activities and investments in patient services across seven therapeutic areas.
100 patient services
executives based in the US
and 103 from Europe
Heart Lungs Brain Cancer ImmuneSystem
Bones Hormones/Metabolism
Covers seven therapeutic areas:
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KEY FINDINGS
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2Companies are going big with investments in
digital engagement technologies
and supporting analytics.
3 Much of this
investment (but not all) is aligned to what
patients’ value.
1Patient services are
delivering value today with a significant increase in focus and investment
expected over the next two years.
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Patient services are delivering value with a significant increase in focus and investment expected over the next two years. 1
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9 of the top 10 services offered by companies are driving above average business impact.
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Companies are going big with investments in digital engagement technologies and supporting analytics.
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95% of companies are planning to invest in patient engagement technologies over the next 18 months.
Digital channels play a dominant role in making patients aware of their services. Top three ways to make patients aware of services:
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3 Much of this investment (but not all) is aligned with what patients value.
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50% of the services expected to grow the most are highly valued by patients.
However, there are some cases where patient value exceeds expected expansion in service offering:
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POTENTIAL BARRIERS TO SUCCESS
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2The majority of
companies are not able to precisely
measure the impact of patient services on
outcomes.
3Heads of patient
services/experience are rapidly emerging
but without full ownership of the
patient experience.
1 Companies primarily
make patients aware of their services through
healthcare professionals, however, less than 1 in 5
patients are aware of the services.
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Companies primarily make patients aware of their services through healthcare professionals, however, less than 1 in 5 patients are aware of the services.
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81% of companies go through healthcare professionals to make patients aware of their services, relying on in-person communication
64% of the time.
However, just 19% of patients are aware of the services available from pharmaceuticals companies.
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The majority of companies are not able to precisely measure the impact of patient services on outcomes.2
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Companies cite improved patient
outcomes as their #1 objective
but only 40% of respondents say they
can precisely measure it.
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Heads of patient services/experience are rapidly emerging but without full ownership of the patient experience. 3
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62% of respondents identified themselves as a head of patient services or patient experience.
73% of respondents don’t see a single group as having responsibility for patient services – on average, they cited 2.5 different groups having this responsibility.
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Patient services will become a competitive driver and are no longer optional for pharmaceutical companies.
It will no longer be a question on if pharmaceutical companies should offer services, but which ones and how.
Investment should be led by what patients’ value, but measuring business value is critical to sustainability.
Invest in understanding the needs of patients to direct your patient services strategy.Develop a robust measurement capability to ensure your patient services are delivering the desired patient outcomes and business value.
IMPLICATIONS
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Clear organizational and operating strategy must be in place to ensure companies are structured for success.
Mixed or unclear ownership may create inefficiency and limit the impact of services.
Articulating the patient and economic value of patient services needs to be central to interactions with healthcare professionals.
Focus conversations on the outcomes achieved by the solutions (products + services) you offer. When healthcare professionals see the bundled solution as integral to achieving better outcomes, they will be much more inclined to discuss the solution with the patient.
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To learn more, visit:accenture.com/patientservices2016
Download US results
Download Europe results
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AuthorsAnthony Romitoanthony.r.romito@accenture.com
Ramon Pressburgerramon.w.pressburger@accenture.com
Eva Wiedenhöfteva.wiedenhoeft@accenture.com
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This study was fielded October - November 2015
Respondent Location n=203
United States 100
Austria 1
Belgium 1
Denmark 0
France 25
Germany 26
Switzerland 8
United Kingdom 41
Poland 1
Europe 103
Revenue n=203
Less than $1 billion 1
$1-$5 billion 69
$6-$10 billion 65
$11-$25 billion 28
Greater than $25 billion 40
Source: New Patient, October 2015
Title n=203
Chief Patient Officer 33
Chief Patient ExperienceOfficer 27
Patient Services Director/Executive 39
Patient Services Lead 27
Brand Leader/Brand Project Manager 22
Patient or Consumer Marketing Lead 8
Commercial Operations 17
Multichannel Customer Engagement 3
Clinical Operations Director/Executive 23
Other 4
Area of Responsibility n=203
Brand 49
Single Disease Area 28
Multiple Disease Area 112
Market Access only 14
Therapeutic Area of Responsibility n=203
Heart conditions 109
Lung conditions 108
Immune diseases 102
Hormones 97
Oncology/ Cancer 84
Bones 71
Brain 61
Other 6
A maximum of 5 respondents was allowed from any single company. Each company provided 1.5 respondents on average although 130 respondents declined to give their company name meaning the true
result could be higher (or lower).
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