Accenture Intelligent Patient Services

IT’SNOT
JUSTLIFE,
IT’SLIVING
How better patient services
can improve health outcomes
Patient inspired. Outcome driven.

PATIENTSERVICES:
PATIENTSWANTANDVALUETHEM
of patients believe pharma
companies have a responsibility to
provide information and services
that complement their products
use patient services
when they are aware
of them
of patients greatly
value services when
they use them

PATIENTSERVICES:
PHARMAISINVESTINGINTHEM
Of companies are raising
their investment in
patient-centric
capabilities over the next
18 months.
85%
2016 2 Years
Average number of services
offered by pharmaceutical
companies
8.8
13.6
+54%
2016 18 months

PATIENTSERVICES:
BUTFEWPATIENTSORHCPs
KNOWABOUTTHEM
of patients are very
aware of patient
services
of HCPs are very aware of patient
services from pharma companies.

PHARMAISRELYING
ONSALESREPS
TOTALKABOUT
SERVICES…
Most pharma companies
primarily use sales reps to make
HCPs aware of patient services—
and rely on the HCPs to make
their patients aware.
And 70% of HCPs cite sales
reps as the #1 way they hear
about patient services from
pharma companies.

8
And 70% of HCPs cite sales
reps as the #1 way they hear
about patient services from
pharma co’s.
Almost half of HCPs hear about services
from sales reps less than 25% of the
time—they hear about them even less
through other channels.
…BUTMOST
SALESREPS
AREN’TTALKING
ABOUTTHEM
Copyright © 2017 Accenture. All rights reserved.Copyright © 2017 Accenture. All rights reserved.
PHARMAISRELYING
ONSALESREPS
TOTALKABOUT
SERVICES…

ANDWHENSALESREPSDO,ITISAS
ANADD-ONTOTHEPRODUCT

SOHCPS RARELY TALK
TOPATIENTSABOUTTHEM
Just 15% of HCPs always
personally share information
on services with their
patients.
When 64% of patients
want to hear about
services from their HCPs.

IS IT ANY WONDER
PATIENTAWARENESS
IS SO LOW?

LET’SCONSIDER
SOPHIA’SPERSPECTIVE
Sophia:
• A single working mom
• Recently diagnosed with breast cancer
• And a daughter with ADHD
She faces immense challenges and is at her
most physically and emotionally vulnerable.
Doestreatmenthavetobe
onemorechallenge?

WHATIFPATIENTSERVICES
WEREDIFFERENT?
PHARMA COMPANIES WENT TO MARKET
WITH OUTCOMES VS. PRODUCTS1
HCPs UNDERSTOOD HOW SERVICES
HELP DELIVER BETTER OUTCOMES2
PATIENTS WERE MORE AWARE OF
SERVICES AND USE THEM MORE3
PATIENTS STAYED ON TREATMENT
AND HAD BETTER OUTCOMES4

YOUCANHELPHCPsBECOME
“SUPERRECOMMENDERS”
OFPATIENTSERVICES
THEYCANBEDIFFERENT

THEYCANBEDIFFERENT
SUPERRECOMMENDERSALWAYS
RECOMMENDPATIENTSERVICES
Are very aware of
Patient Services.
Hear about services
51-100% of the time
from sales reps.
Believe better patient
outcomes is the primary
benefit of offering
patient services.
See no barriers to
recommending
Patient Services.

THEYCANBEDIFFERENT
RECOMMENDERS:SUPERVSINFREQUENT
AWARENESS OF
PATIENT SERVICES
HOW FREQUENTLY DO YOU
HEAR ABOUT PATIENT
SERVICES FROM SALES REPS?
WHAT IS THE PRIMARY BENEFIT OF
OFFERING PATIENT SERVICES?
WHAT BARRIERS DO YOU EXPERIENCE
IN OFFERING PATIENT SERVICES?
DURING WHICH STAGE OF THE TREATMENT
JOURNEY DO YOU PRIMARILY RECOMMEND
PATIENT SERVICES?
81%
51-100% OF THE TIME
VERY AWARE
45%
BETTER PATIENT OUTCOMES32%
NO BARRIERS42%
SUGGEST SERVICES IRRESPECTIVE
OF THE TREATMENT STAGE30%
SUPER RECOMMENDERS
(always recommend)
LESS AWARE21%
LESS THAN 25% OF THE TIME53%
PROVIDE VALUABLE
INFORMATION TO PATIENTS28%
HAVE A POOR UNDERSTANDING
OF WHAT IS AVAILABLE42%
SUGGEST SERVICES MOSTLY
TO PATIENTS WHO ASK36%
INFREQUENT RECOMMENDERS
(rarely or never recommend)

THEYCANBEDIFFERENT
BYCLOSINGTHEGAPS
Engagement Gap
Focus “conversations” with
HCPs (and the market) on
outcomes–across all channels
and with greater frequency.
Product and
Service Gap
Refocus commercial functions
from developing and marketing
brands to designing and
marketing holistic patient
solutions.
R&D and
Commercial Gap
Rigorously generate evidence
on the effect of patient
services–starting with clinical
trials.

Accenture Intelligent Patient Services

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