Direct email (50%)

Social media (59%)

Social media (50%)

It will no longer be a question of if pharmaceutical companies should o�er services, but which ones and how.

European companies are going big with investments in digital engagement technologies and supporting analytics.

ABOUT THE RESEARCHResponses from 103 patient services executives in Europe on current and anticipated activities and investments in patient services across seven therapeutic areas.

3 of the top increases in services o�ered in Europe over the next 2 years:

Less than 1/2 of European respondents rate their patient-centric capabilities as strong today.

Engagement insight development +108%

Companies cite improved patient outcomes as their #1 objective but only 43% of respondents are able to precisely measure it.

9 of the top 10 services

o�ered by European companies are driving

above average business impact.

Average number of services o�ered by European pharmaceutical companies.

of companies in Europe are planning to invest in patient engagement technologies over the next 18 months.

Digital channels play a dominant role in making patients aware of their services.

Only 30% of the services in Europe that are expected to expand over the next two years o�er above average patient value.

POTENTIAL BARRIERS TO SUCCESS

The majority of European companies are not able to precisely measure the impact of patient services on outcomes.

IMPLICATIONS

Much of this investment (but not all) is aligned to what patients value.

European companies primarily make patients aware of their services through healthcare professionals, however, less than 1 in 5 patients are aware of the services.

Patient services are delivering value with a significant increase in focus and investment expected over the next two years.

18 months

88% of companies are raising their investment in patient-centric capabilities over the next 18 months.

Today 2 Years Today 2 Years

91%73% 13.58.7

European companies o�ering six or more services.

KEY FINDINGS

Today

98%

There are some cases where patient value exceeds expected expansion in service o�ering:

In person (58%)

Medication/treatment reconciliation:

Valued by 83%Expected increase by 36%

Patient disease education:

Valued by 79%Expected increase by 32%

Patient experience management:

Valued by 77%Expected increase by 18%

Accenture Life Sciences Rethink Reshape Restructure...for better patient outcomes

The Patient Is INPharma’s Growing Opportunity in Patient Services

Benefit coverage and access support +165% Co-pay assistance

programs+133%

1

2

3

1

2

3

80% of European companies go through healthcare professionals to make patients aware of their services, relying on in-person communication

58% of the time.

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73%* of respondents

identified themselves as ahead of patient services or patient experience.

Heads of patient services/experience are rapidly emerging but without full ownership of the patient experience.

And yet 72% of respondents don't see a single group as having responsibility for patient services – on average, they cited 2.5 di�erent groups having this responsibility.

Invest in understanding the needs of patients to direct your patient services strategy.

Develop a robust measurement capability to ensure your patient services are delivering the desired patient outcomes and business value.

Clear organizational and operating strategy must be in place to ensure companies are structured for success.

Mixed or unclear ownership may create ine�ciency and limit the impact of services.

Focus conversations on the outcomes achieved by the solutions (products + services) you o�er. When healthcare professionals see the bundled solution as integral to achieving better outcomes, they will be much more inclined to discuss the solution with the patient.

Investment should be led by what patients value, but measuring business value is critical to sustainability.

Articulating the patient and economic value of services needs to be central to healthcare professional interactions.

Patient services will become a competitive driver and are no longer optional for pharmaceutical companies.

For the full report, visit: accenture.com/patientservices2016

Through healthcare professionals

+55%

Direct consumer/patient communications

Top three ways to make patients aware of services:

#1 WAY (80%)

#3 WAY (62%)

Covers seven therapeutic areas:

Heart Lungs Brain Cancer Immune System Bones Hormones/Metabolism

However, just 19% of patients are aware of the services available from pharmaceutical companies.

Partnerships is the area with the biggest need

for improvement in Europe. Only 47%

assess their capabilities as strong.

Online community (37%)

Online community (48%)

*51% in the US.

63% of European respondents primarily look at brand impact/business objectives.