Case Study – OneVoice™

OneVoice

Therapeutic Area: Immunology

Original State

The standard of care in the market was to provide a robust patient support program delivered by Clinical Nurse Educators (CNEs)

Opportunity

Immunology brand team wanted to build a competitive advantage by designing a personalized and dynamic patient support experience

VMS Approach

VMS supplemented an existing HUB program by using virtual CNEs as the patients’ go-to resource from time of prescription through ongoing therapy management

PROGRAM OVERVIEW

SOLUTION

Program objectives:

  • Ensure patients are motivated to start on therapy by delivering an exemplary experience
  • Give patients the confidence and knowledge to start on therapy
  • Provide ongoing support to patients on therapy, helping them to achieve long-term success

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, website, SP and telephone line

CHANNELS

Omni-channel patient engagement, inclusive of telephony, live video, mail, email, and text

ENGAGEMENT

21K+

patients engaged

17.6

average minutes per call

SATISFACTION

99%

patient satisfaction

CONFIDENCE AND KNOWLEDGE

4.9/5

reported patient confidence

4.9/5

reported patient understanding

CLIENT MEASURED IMPACT ON ADHERENCE

At 30 Days:

Patients in VMS program had an 8% increase in persistency rate vs. non-VMS program patients.

At 360 Days:

Patients in VMS program had a 27% increase in persistency rate vs. non-VMS program patients.

Persistency rate is defined as the percentage of a cohort of patients (those who started the medication therapy at the same time) remain on therapy over time. It is the key quantitative measure of patient retention.

INNOVATION IN THE PROGRAM

Predictive analytics to personalize journey and topics discussed

Nurse chat available on the website for real-time support

Just-in-time triggers delivered dynamically based on patient progress

Digital medication reminders to help patients overcome barriers

“Thank you for providing more than just information. I know you care – you are my advocate and coach.”

—Patient