Case Studies

A true multi-channel patient care program

Clinical / USA

Progam delivers improved adherence and patient enrolment

Our client needed an innovative approach to its patient injection training program, which faced significant challenges with high staff turnover, inconsistency and quality due to its reliance on home health agencies. In a competitive market, they needed to create real brand loyalty.


We won the contract from a competitor, transferred the existing 30 nurse educators and four managers and added six more nurses, as well as 88 per diem contractors. This eliminated the need for agency workers. To provide a true “care team” approach, we created a nurse 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 it.


We created a 120-strong nursing 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. As a result, the client was the only mature brand in its class to show market share growth month after month for the first seven months. They also reported 40% uplift in vial sales and a return on investment of 345%. The program is now expanding to support the client’s full therapy area portfolio.


The client said
“One patient told us she’d recently had training with a very dynamic, enthusiastic nurse. The nurse offered great tips which the patient hadn’t heard before and the patient found the experience very uplifting. The nurse also called her later to make sure she was doing ok with the instructions. The patient felt the experience was wonderful and said she’d highly recommend this very knowledgeable nurse.”


How this helped patients
96% of patients are now receiving an adherence visit within a month – 6% above target. There’s now a 52% conversion to a particular version of the product, which is proven to increase adherence (12% above target). There’s also been an 18% increase in patient enrollment in the program, versus the previous year.

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