Our client needed an innovative approach to its patient support program, which faced significant challenges of high staff turnover, inconsistency and quality due to its reliance on home health agencies. In a highly competitive market, they needed to differentiate their program.
Ashfield were awarded the contract from an incumbent, transferred the existing program team to Ashfield headcount and supplemented with new hires in areas of need. To provide a truly integrated patient experience, we also launched a call center to provide patients and healthcare professionals with 24/7 year-round support, as well as establishing remote, virtual injection training for those who preferred this channel.
We created a 120-strong clinical educator team in just six weeks and, within the first seven months, condensed patient training time by a full day. This provided more patients with a quality initiation to their therapy, more quickly. The program is now expanding to support the client’s full therapy area portfolio and is now in its 6th year of operation.
The client said
“One patient told us she’d recently had training with a very dynamic, enthusiastic clinical educator. The educator offered great information and the patient found the experience very uplifting. The educator also called her in a months’ time to ensure her technique was still accurate and that she had no new questions. The patient felt the experience was wonderful and said she’d highly recommend this very knowledgeable educational support.”