Pharma’s Growing Opportunity in Patient Services

The Patient Is INPharma’s Growing Opportunity in Patient Services

Accenture Life SciencesRethink Reshape Restructure…for better patient outcomes

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ABOUT THE RESEARCH

Responses from over 200 patient services executives in the US and Europe on current and anticipated activities and investments in patient services across seven therapeutic areas.

100 patient services

executives based in the US

and 103 from Europe

Heart Lungs Brain Cancer ImmuneSystem

Bones Hormones/Metabolism

Covers seven therapeutic areas:

Copyright © 2016 Accenture All rights reserved. Confidential

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KEY FINDINGS


2Companies are going big with investments in

digital engagement technologies

and supporting analytics.

3 Much of this

investment (but not all) is aligned to what

patients’ value.

1Patient services are

delivering value today with a significant increase in focus and investment

expected over the next two years.

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Patient services are delivering value with a significant increase in focus and investment expected over the next two years. 1


9 of the top 10 services offered by companies are driving above average business impact.

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

2


95% of companies 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. Top three ways to make patients aware of services:

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


50% of the services expected to grow the most are highly valued by patients.

However, there are some cases where patient value exceeds expected expansion in service offering:

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POTENTIAL BARRIERS TO SUCCESS


2The majority of

companies are not able to precisely

measure the impact of patient services on

outcomes.

3Heads of patient

services/experience are rapidly emerging

but without full ownership of the

patient experience.

1 Companies primarily

make patients aware of their services through

healthcare professionals, however, less than 1 in 5

patients are aware of the services.

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

1


81% of companies go through healthcare professionals to make patients aware of their services, relying on in-person communication

64% of the time.

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

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The majority of companies are not able to precisely measure the impact of patient services on outcomes.2


Companies cite improved patient

outcomes as their #1 objective

but only 40% of respondents say they

can precisely measure it.

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Heads of patient services/experience are rapidly emerging but without full ownership of the patient experience. 3


62% of respondents identified themselves as a head of patient services or patient experience.

73% of respondents don’t see a single group as having responsibility for patient services – on average, they cited 2.5 different groups having this responsibility.

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

It will no longer be a question on if pharmaceutical companies should offer services, but which ones and how.

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

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.

IMPLICATIONS


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

Mixed or unclear ownership may create inefficiency and limit the impact of services.

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

Focus conversations on the outcomes achieved by the solutions (products + services) you offer. 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.

12Copyright © 2016 Accenture All rights reserved. Confidential

To learn more, visit:accenture.com/patientservices2016

Download US results

Download Europe results

https://www.accenture.com/us-en/patient-services-survey-pharma.aspx?c=glb_accglbsldshr_10000019&n=smc_0116

https://www.accenture.com/t20160411T165958__w__/us-en/_acnmedia/Accenture/next-gen-2/patient-services-survey-pharma/pdf/Accenture-Patient-Services-Infographic-US-2016.pdf#zoom=50

https://www.accenture.com/t20160411T165957__w__/us-en/_acnmedia/Accenture/next-gen-2/patient-services-survey-pharma/pdf/Accenture-Patient-Services-Infographic-Europe-2016.pdf#zoom=50

https://www.accenture.com/t20160411T165958__w__/us-en/_acnmedia/Accenture/next-gen-2/patient-services-survey-pharma/pdf/Accenture-Patient-Services-Infographic-US-2016.pdf#zoom=50

https://www.accenture.com/t20160411T165957__w__/us-en/_acnmedia/Accenture/next-gen-2/patient-services-survey-pharma/pdf/Accenture-Patient-Services-Infographic-Europe-2016.pdf#zoom=50

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AuthorsAnthony [email protected]

Ramon [email protected]

Eva Wiedenhö[email protected]

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This study was fielded October - November 2015

Respondent Location n=203

United States 100

Austria 1

Belgium 1

Denmark 0

France 25

Germany 26

Switzerland 8

United Kingdom 41

Poland 1

Europe 103

Revenue n=203

Less than $1 billion 1

$1-$5 billion 69

$6-$10 billion 65

$11-$25 billion 28

Greater than $25 billion 40

Source: New Patient, October 2015

Title n=203

Chief Patient Officer 33

Chief Patient ExperienceOfficer 27

Patient Services Director/Executive 39

Patient Services Lead 27

Brand Leader/Brand Project Manager 22

Patient or Consumer Marketing Lead 8

Commercial Operations 17

Multichannel Customer Engagement 3

Clinical Operations Director/Executive 23

Other 4

Area of Responsibility n=203

Brand 49

Single Disease Area 28

Multiple Disease Area 112

Market Access only 14

Therapeutic Area of Responsibility n=203

Heart conditions 109

Lung conditions 108

Immune diseases 102

Hormones 97

Oncology/ Cancer 84

Bones 71

Brain 61

Other 6

A maximum of 5 respondents was allowed from any single company. Each company provided 1.5 respondents on average although 130 respondents declined to give their company name meaning the true

result could be higher (or lower).


Healthcare

Pharma’s Growing Opportunity in Patient Services