The importance and effectiveness of patient support services
In the medical field, patient support services have become an important service for biopharmaceutical companies. As these services grow, the need for quantifiable benefits becomes important. Effective metrics and data analysis tools enable management to more precisely assess the effectiveness of patient support programs, ensure the rational allocation of resources, and improve patient health outcomes. Patient support services not only help improve the patient experience, but also enhance brand loyalty and market competitiveness. These services cover everything from patient education and medication management to resource support, with the aim of helping patients better manage their disease and improve treatment outcomes. Metrics such as patient engagement and satisfaction, which are commonly used to measure patient support programs, can be used to accurately assess the impact of services with the use of dynamic data analysis tools and predictive models as more real-world data is collected.
The difference between a leading indicator and a lagging indicator
In patient support services, the final goal is still treatment outcomes, with leading and lagging indicators being the basic classification. Leading indicators include patient engagement rates, medication knowledge improvement, and behavior change, which predict the likelihood of program success. Lagging indicators measure the final effect, including the rate of new medication, the rate of continuous medication, the Net Promoter Score, and the reduction in patient medical costs. The New Dose rate is an important lagging indicator of how patients buy and use their medications for the first time after receiving support services. A high value of this indicator indicates that the patient’s acceptance of the plan is high, which has an impact on the patient’s medication compliance. The refill rate is another key lagging indicator of whether patients are able to continue their medication as planned after receiving support services. This indicator is directly related to the effectiveness of treatment, as continued medication is the core key.
Patient experience and the significance of healthcare cost metrics
Patient experience scores, such as NPS, measure patient satisfaction with support services, which not only reflects the subjective feelings of the patient or caregiver, but also predicts whether caregivers (including healthcare workers) or patients will recommend or share these services with others, thus indirectly influencing the program’s market impact. Reduced healthcare cost burden or financial toxicity score (FT Score) is also an important indicator, which has a positive impact not only on the patient, but also on the overall effectiveness of healthcare support. Through effective patient support services, there is also a social stability impact.
Application of innovative data analysis technologies
With advances in data analytics, PatientsForce is embracing innovative tools to improve the visibility of patient support services. PASS Board’s visual data system built on Tableau enables biopharma companies to understand trends in planning services in a more dynamic and visual way, and to provide targeted support service optimization, so as to see the effects of interventions and make predictions, which often rely on long-term historical data. The next step prediction is an automated patient survey or interactive tool that provides specific recommendations to the support services team based on the report of the patient. For example, when a patient responds to a triggering event, the system automatically suggests that the support services team contact the patient for further support.
Evie Wang, Chief Operating Officer of PatientsForce Healthcare Integration Group
