Patient Service Programmes

Situation: A big pharmaceutical company which distributes a very innovative product for the treatment of a chronic disease wants to differentiate itself from its competitors and is looking for opportunities to tie its customers to the product in the long term.
Challenge: The disease is of a chronically progressive kind whose progression can only be stopped by means of a long-term therapy. A product is used for the treatment which has to be applied by means of a nebulizer. A regular service is to take place in order to support the patient with the correct application as well as with the supply with the pharmaceutical and the replacement of wear and tear parts of the device. The patient has to be motivated to comply with the therapy to guarantee a long-term success of the treatment.   
Solution: MEDITEL developed together with the customer a very complex and logistically elaborate patient care program for the coordination of all necessary procedures. The initial contact with the patient and the provision of information about the therapy and the documents necessary for the registration in the patient service centre are carried out by the physician. An inbound and an outbound-line is switched. The patient is contacted with a "welcome-call" and then monitoring and reminder calls to discuss person-to-person relevant questions about the therapy and to seek solutions for any recurrent problems. The patient can also contact the service centre personally when problems concerning the usage of the device arise and an urgent solution is needed. The patient also receives a phone call whenever a new prescription is needed since the success of the therapy is fundamentally based on the continual application of the pharmaceutical. The drug is promptly sent to the patient by a courier service. Wear and tear parts are also replaced when needed and sent to the patient. The overall goal of such a care program is the prevention of problems.   
Result: The patient who is looked after in this way possesses a high patient compliance and the company guarantees the long-term marketing of the highly priced pharmaceutical. Furthermore the success of the therapy can be supervised and controlled in correlation to the actual application by regular data evalutions.