The Importance of a Single-Point-of-Contact Model for Patient Engagement

In our September Patient Services Report, VMS BioMarketing discussed the single-point-of-contact (SPOC) model for patient engagement programs in the biopharma industry and what makes this such an effective way to enhance the patient experience, boost outcomes, and increase efficiencies for our clients.

Patient Engagement and Human Connection: Addressing the Chronic Disease Management Crisis

The importance of human connection in patient engagement remains paramount to building trusted relationships. There is a significant need for SPOC support, as 85% of healthcare costs are related to chronic disease care. In addition, 50% of the population is impacted by a chronic disease, and 91% of patients [reference] say they need more help managing their condition.

patient engagement - 50% of the population is affected by chronic disease


of the population is affected by chronic disease1

patient engagement - 85% of healthcare costs are related to chronic disease care


of healthcare costs are related to chronic disease care1

patient engagement - 91% of patients need more help with chronic disease management


of patients said they need more help with chronic disease management2

Patient Engagement Challenges: Navigating Stakeholder Complexity in Chronic Illness Management

Self-managing a chronic illness can be challenging and confusing for most people. In addition to navigating the fear and emotions surrounding their diagnosis and therapy, patients are also expected to interface with many different stakeholders. Each of these stakeholders is responsible for monitoring and supporting a different aspect of the patient’s health. Rarely does any one particular party serve as a consistent point of contact for the patient, and it can be difficult to determine which party to contact for which issue.

The SPOC Model: Revolutionizing Patient Engagement Strategies with Streamlined Support and Holistic Care Benefits

As the market continues to shift toward patient-centric healthcare, a new model is needed to help support the patient. The SPOC model is becoming increasingly popular and important for patient engagement, as it localizes the different stakeholders to just one contact making the therapy journey for patients easier because they receive communication, support, and education through a single channel.

The Benefits of Improving Patient Engagement

SPOC Benefits for Patients

Enhanced Coordination: Seamless communication and collaboration among parties

Personalized Support: Support tailored to individual patient needs

Improved Treatment Outcomes: Optimized medication adherence and treatment monitoring, with timely adjustments

Patient Empowerment: Constant encouragement from a knowledgeable champion, providing increased patient confidence and motivation

Holistic Approach: Considers aspects of the patient’s well-being (eg, physical, emotional, and social factors) to improve patient quality of life

SPOC Benefits for BioPharma

Improved Experience: A coordinated and cohesive support model that improves patient and HCP perceptions of the brand and pharma company

Brand Performance: Greater revenue driven by a reduction in patient abandonment and increased patient adherence

Cost Efficiencies: Streamlined support that reduces redundant activities and resources

Proven Success of the SPOC Model: Boosting Patient Engagement and Reducing Medical Costs in Pharma

In rolling out a SPOC model, some pharma companies have already seen positive impacts including an 81% increase in patient engagement3 and 2%-7% in medication adherence5 because patients are more connected. Manufacturers have also seen a decrease in medication abandonment (14%)4 and overall medical costs (23%)4. As this model continues to be adopted, additional benefits will be manifest.

Proven Impact of SPOC in Pharma


patient acceptance of PPC support models4

Patient support with a SPOC model vs. without a SPOC model:

patient engagement

in patient engagement3

in medication abandonment

increasing medication adherence

in medication adherence5

in medical costs4


1. NCBI. 2. Learning&Learning. 3. Carenet Health. 4. Pharma Exec. 5. Patient Engagement Hit.

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