UCBCares® Offering Exceptional Care and Solutions for

Patients

Christi Marsh, PharmD Director, UCBCares

UCB Disclaimer

These PowerPoint slides are the intellectual property of UCB, Inc. and are protected under the copyright laws of the United States of America and other countries. Used by permission. All rights reserved. UCBCares® is a registered trademark of the UCB Group of Companies. Patients as Partners® and the Patients as Partner Logo are registered trademarks of the Conference Form. All other trademarks are the property of their respective owners. The following presentation represents the individual views of the presenter and does not necessarily represent those of UCB, Inc.

“WHY and WHAT” of

UCBCares

3

Patients Have Different and High Expectations

76% of patients not only want services from pharma,

they expect them

Market leaders are increasingly addressing a broader scope of patients’ needs and assist in managing the patient journey, not

limited to Traditional Access Services

4

Accenture 2015 Report “Great Expectations: Why Pharma Companies Can’t Ignore Patient Services”

“It takes more than great products to succeed.

One Company stock fell 22%, suffering in part due to failure to provide a level of care

patients want

5

World of DTC Marketing.com . www.worldofdtcmarketing.com Accessed 8/7/2015”

“patient said, compared to Company X, she had an RN assigned to her,

Company Y did not, she had materials (not marketing) sent to her house, Company Y did not and info

they sent was of little help…”

“Company Y support people ‘cared about me’ Company X felt like an

outsourced partner, ..patient support was clueless about co-pay

assistance and it took several times to reach them…”

How and Results

6

Transforming Solutions around Customers vs Function with Mission of Exceptional Care and Solutions Focus

7

•  Medical Information •  Product Safety •  Product Quality •  Patient Assistance Programs •  Clinical Trial Info/Support •  Sales and Medical Field Requests

8

UCBCares

We Are Here to Help UCBCares Associates are healthcare

professionals (nurses and pharmacists) and experienced customer care

specialists, specially trained on the data regarding UCB products and disease states, product safety and quality, and financial assistance. We are here to provide solutions for any need you

might have through the channels that you prefer

• 

Solutions

• Medical Information

• Product Quality & Safety Reporting

• Financial Assistance

• Social Media • Support 50+

Products

Focused on ALL

Customers • Healthcare

Providers • Patients • Caregivers • Wholesaler/

Trade Partners • Payers

UCBCares Overall Customer Satisfaction Improved from 2013 and Continues to be Strong at 98% in 2015 (total across all years N=567)

Orig. Avg. 74.5% 2015 Avg = 98%

2014 Avg =92%

UCBCares Launch

0%

20%

40%

60%

80%

100%

120%

2013 Q1

2013 Q2

2013 Q3

2013 Q4

2014 Q1

2014 Q2

2014 Q3

2014 Q4

2015 Q1

2015 Q2

2015 Q3

2015 Q4

2013 2014 2015

Axi

s Ti

tle

Qualitative Feedback Shows We Deliver on our Mission 10

Shifted to Solutions Focused Mindset

Demonstrated Exceptional Caring

Experiences

Identified new and Improved Patient

Solutions

Significantly Increased Customer

Satisfaction 75%-93%, now 98%

Underscored UCB’s commitment to be the

patient partner

Recognized as Industry Leader in

Customer Innovation (Awards)

UCBCares – Successes to Date 11

Channel Original Launch 2014 Expansion Future Phone Email Fax Web Enhanced Website Social Media Mobile App Click to Chat Mobile Fulfillment

Multichannel Access Enhanced from 4 to 7 options 12

Connect with UCBCares 13

Business cards

Mobile App

Brochures

Web site

Insights into Patient Value

UCBCares Solutions – mindset and results 15

TIME TO IMPACT

Value Trends

6 mos

12 mos

transdermal Patch Tracker Replacement Availability

Insights Dashboard Expansion of Local analytics tool implemented globally (40+ countries)

Product Insights Re-packaging

Enhanced Product Replacement process

CONTINUED SOLUTION MINDSET: Identification of opportunities for Increased Patient Value and Impact

3 mos

9 mos

Tim

e to

Impa

ct

Solutions Mindset 16

INSIGHTS INTO PATIENT VALUE

*IRMS is a registered trademark of OBA Online Business Applications, Inc., Woodridge, IL

Medication Dosing Tracker Patient insights highlighted lack of easy access to the dosing tracker

Based on positive patient feedback, UCBCares , by adding an electronic version to our customer response database, as an immediate resource available to patients (if needed) – removed the burden from the patient and added other delivery option for document.

ACTION

Solutions Mindset 17

INSIGHTS INTO PATIENT VALUE

UCBCares collaborated to implement a new process resulting in an 82% decrease in time for product replacement (shipped direct to patient) (from an avg. of 11 days down to 24-48 hrs. after compliant intake and approval)

Product complaint and replacement process reviewed finding burden on the patient to get replacement at the pharmacy, often delays that could significantly impact their therapy.

ACTION

UCBCares Mission Provide exceptional caring experience to all customers (patients and healthcare providers)

Take Home Tools

Some Considerations 20

For Patients and Caregivers

Patients/Caregivers:

Begin to view Pharma as a partner who does care, and wants to evolve to help you find and connect to whole solutions using our expertise.

Be patient with us as we evolve.

Don’t be afraid to ask for help in navigating the landscape from us and to help reduce your burden and help to empower you in your own care or the care of another loved one.

Look for advocacy in your local community around your disease area, they are a wealth of support and information and can help connect you to others like you for peer to peer support/guidance/dialogue

Some Considerations 21

Pharma/Research

Clinical/Regulatory/Legal:

•  We must begin to not think of ourselves as departments and separate functions; rather, we should work together wrapping our expertise around the patient need holistically.

•  Evolve your mindset to not only including patients earlier in the design process/research protocols but those within our companies who interact with patients daily.

•  Will likely yield key and often missing perspective much earlier on the output of the research protocol, especially the brochures, recruitment, and education materials.

•  Label needs a different skill set/approach - BEFORE FILING NDA for approval- packaging/labeling would be greatly helped by including those of us who speak to patients using this very strategically written document AS IT IS developed, not after it is too late and filed/approved.