Case Study – OneVoice™

OneVoice™ Case Study - Rare Disease

Company: $10B+

Therapeutic Area: Rare Disease

Approval Date: 2017

Original Support: Hub & Copay

Launch with VMS: 2020

VMS Products: OneVoice

Original State

Company received product approval in 2017, and by 2020 had expansive financial support in place, including a 3rd party HUB and Copay program

Opportunity

Elevate patient support to meet the needs and expectations of patients in the rare disease space and establish a competitive advantage as competitors continue to come to market

VMS Approach

Supplement the HUB program with virtual Clinical Nurse Educators (CNEs) who support patients as their go-to resource from time of prescription through ongoing therapy management

PROGRAM OVERVIEW

Program objectives:

  • Support patients by delivering an exemplary experience, ensuring patients are motivated to start on therapy
  • Ensure patients have the confidence and knowledge to start on therapy
  • Provide ongoing support to patients on therapy to help achieve long-term success

SOLUTION

JOURNEY

12+ months, from OneVoice™ onboarding to initiation to ongoing therapy management, personalized through predictive analytics and dynamic patient journey

ENROLLMENT

Initiated from the HUB, via API integration

CHANNELS

Omni-channel, including telephony, live video, mail, email, and text

PROGRAM OVERVIEW

Program objectives:

  • Support patients by delivering an exemplary experience, ensuring patients are motivated to start on therapy
  • Ensure patients have the confidence and knowledge to start on therapy
  • Provide ongoing support to patients on therapy to help achieve long-term success

SOLUTION

JOURNEY

12+ months, from onboarding to initiation to ongoing therapy management, personalized through predictive analytics and dynamic patient journey

ENROLLMENT

Initiated from the HUB, via API integration

CHANNELS

Omni-channel, including telephony, live video, mail, email, and text

PERFORMANCE

engagement

98%

of patients have an intention to start

9.79

average days from receipt to dispense

(compared to 18-day average)

SATISFACTION

5/5

patient satisfaction rating

95%

continuation rate post therapy initation

CONFIDENCE AND KNOWLEDGE

4.7/5

reported patient confidence

4.8/5

reported patient understanding

IMPACT

90%

self-reported adherence

PERFORMANCE

engagement

98%

of patients have an intention to start

9.79

average days from receipt to dispense

(compared to 18-day average)

SATISFACTION

5/5

patient satisfaction rating

95%

continuation rate post therapy initation

CONFIDENCE AND KNOWLEDGE

4.7/5

reported patient confidence

4.8/5

reported patient understanding

IMPACT

90%

self-reported adherence

ONEVOICE™ PROGRAM DESIGN: PATIENT JOURNEY

patient journey - OnceVoice™

INNOVATION IN THE ONEVOICE™ PATIENT SUPPORT PROGRAM

Predictive analytics to personalize journey and topics discussed

Check-in communication if dispense is not meeting the intended timeline

Distinct journey for new, restart, discontinue, and at-risk patients

Medication reminders to help patients overcome logistical barriers

CLIENT MEASURED IMPACT ON PATIENT ADHERENCE

At 90 Days:
Patients in VMS patient support program had an 82% persistency rate vs. 71% for non-VMS program patients, a 15% lift.

At 180 Days:
Patients in VMS patient support program had an 64% persistency rate vs. 59% for non-VMS program patients, an 8% lift.