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Ashfield's Greg Flynn was featured in December's Think Tank to share insights on innovation within the organization and the industry.

Here’s an excerpt from the original publication – click here to view the full article.

I work under a philosophy based on the aggregation of marginal gain. As a result, I don’t think innovation necessarily comes from just one big idea, but rather it is about making the smallest things even better. Then it’s the aggregation of those small things that create a big change in the way we operate in an organization. Too often we think of innovation as “game-changing”—that we have to disrupt the market and completely reinvent what we do. In so doing, we often overlook improving the small day-to-day processes and how we can innovate within our respective roles to make us more efficient and effective, ultimately delivering a better customer service experience in which we support our patients in a more caring manner.

We developed an innovative Patient Solutions business, which is particularly noteworthy for its uniqueness in the industry. When a patient is prescribed a specialty medicine, pharma often outsources the patient support program to us to design a program relevant to that patient group. To accomplish this, we developed an innovative process to identify and segment patients based on adherence risk, drawing upon an assessment of their lifestyle. Once identified and segmented, we then determine the best way to communicate with those patients based on the specific patient’s style. We develop multichannel solutions with tailored communications based on whether they prefer to get their information face-to-face, via a visit in a home setting by a clinical educator, by a phone call or text, or on the internet.

And now we are drawing upon behavioral psychology training materials to make sure we are communicating the right messages specifically tailored to the patients so they are more likely to adhere to their medication, resulting in better quality of life and better outcomes for that treatment.

Click here to read the rest of the article originally published by PM360. 

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