Patient support programmes

Providing personalised care and improving outcomes

Our healthcare environment has evolved from a model where ‘doctor knows best’ to one that’s much more open and patient-centric. In this new era, it’s patient support programmes (PSPs) that represent the biggest opportunity for pharma to directly benefit patients, improve adherence and achieve better outcomes. With the trend towards outcomes-based reimbursement, pharmaceutical companies need to find ways to better serve their patients.

At Ashfield, we create successful country and multi-country PSPs that are specifically tailored to patients’ needs, treating them as individuals:

  • We start by uncovering all the varied reasons for non-adherence, using our expertise in the COM-B behaviour change model.
  • We create patient segments based on the key factors that determine adherence.
  • We design customised care plans for each patient, carefully tailoring our communication channels, along with message content and frequency.

At the core of our care plans are our highly skilled and trained nurse teams. They build strong, trusted relationships with patients using the channels and settings that work for each individual, whether that’s home visits, telephone calls or video conferencing. Our nurses offer a wide range of support, helping patients to understand their conditions, administer medication and recognise the importance of adherence, from initial diagnosis onwards.

Multichannel PSPs also allow patients to quickly and conveniently access the information and support they need, when they need it through services such as helplines, apps, emails and educational websites.

To ensure we offer truly personalised patient care, we use a patient relationship platform, Salesforce Health Cloud. Health Cloud provides a complete, single view of each patient and helps us provide the best patient experience through customised care plans. It also supports operational efficiency, particularly for larger, multi-country programmes.

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t+44 1530 562300

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Fundamental to everything we do is a strict adherence to quality and the highest standards of compliance – especially with patient data security and the reporting of adverse events – in line with regulations and our clients’ requirements.

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