Amplifying the signal for new patient services

From diagnosis to treatment, the healthcare system can be complex and difficult to navigate because patients face difficult-to-understand information and make choices about treatment and treatment options.

Fortunately, digital technologies and services have emerged to help patients adhere to treatment plans and monitor their symptoms. Listening to new services offered by patients improves adherence, improves quality of life, reduces hospitalizations and visits to emergency rooms, and increases survival. For example, asthmatics using smart inhalers with sensors and GPS should reduce rescue inhaler use by 78% and increase asymptomatic days by 48% to understand and avoid environmental triggers. Is done. Cancer patients who used the smartphone app to monitor pain and identified urgent problems had lower pain severity and 40% fewer inpatients were hospitalized.

Evidence also shows that diabetics using the patient portal, especially those with multiple chronic conditions, have fewer visits and hospitalizations to the emergency room.

Money is flowing into this sector. Pharmaceutical companies are investing heavily in this area. The market for patient engagement solutions is valued at US $ 8.8 billion in 2017 and is projected to reach US $ 18.68 billion in 2022. 16.2%.

Despite increased investment and continued good user experience, these new therapeutic aids have not yet offered widespread benefits due to their low level of awareness and adoption.New research from Accentureof Global Patient Survey Patient awareness of these services was found to be less than five years ago. Recruitment rates are stagnant, even though they feel very valuable to the patients who use the service.

An average of 16% of the 12,000 patients surveyed by Accenture in Brazil, France, Germany, Japan, the United Kingdom and the United States were aware of services that help patients adhere to treatment or treatment plans. Only 13% of patients are aware of services such as remote monitoring and patient portals.

The industry has invested in services to provide more care and support to patients, but the proliferation of services has made it more complex for doctors and patients to navigate. In essence, the most important message is drowning in all the noise of the market.

The findings are relevant to Australia, with a mix of government and private sector healthcare professionals and service providers crossing to provide patient care.

From now on, if the level of awareness and recruitment remains flat, as in the last five years, the scope of patient service will be very limited and will affect the overall outcome of the patient.

It is clear that unless we can overcome the challenge of low awareness, we will not be able to maximize the potential of patient service. To move the needle, pharmaceutical companies need to improve their engagement with both healthcare providers and patients to raise awareness and use of patient services.

Communication with the patient

According to an Accenture study, patients rank general practitioners and specialists not only as the best sources of information, but also as the best sources of information about the treatments prescribed for their condition, 51% and 48%, respectively. Other healthcare providers, such as pharmacists, social workers, and therapists, also play a valuable role in sharing with patients all the options available during treatment. Conversely, only 6% said pharmaceutical companies provided the best information.

It is clear that healthcare providers play an important role in providing patients with information and access to support services from pharmaceutical companies related to the treatment they prescribe. Nonetheless, healthcare providers spend less time with their patients, despite more information they need to share. For example, doctors are flooded with information about patient services for new and existing therapies, but have limited time to meet with patients and spend hours on administrative tasks. In this dynamic context, pharmaceutical companies need to provide concise, evidence-based information that healthcare professionals can confidently convey to their patients. The services they design need to provide value to patients, and that value needs to be clearly demonstrated to front-line medical staff.

Patient involvement extends to digital channels. Online searches and medical websites are frequently referenced before and after diagnosis, much like consumers survey products on the Web.

The increased use of online resources found in Accenture’s research is the importance of developing multi-channel communication programs to ensure that patients are surrounded by clear and easy-to-understand information about available services. Also shows.

UNSW researchers advocate electronic health records that are used as a tool to improve the flow of information between all people in patient care, including clinicians, support workers, patients and their families.

These solutions need to put the patient’s experience at the center of healthcare design in order to improve the patient’s journey.


Increasingly, patients are using digital technology to manage their health care. This provides a great opportunity for pharmaceutical companies to encourage the adoption of digital patient services.

During the pandemic, more patients began to use digital technology in new ways to receive care and access information, and were empowered to do more to manage their condition. By November 2020, more than 40 million telemedicine consultations had been made in Australia.

From virtual consultations to the use of new devices and apps to help manage the condition, patients are now more open to receiving treatment through alternative routes. As a result, it can become a patient service game changer.

Now is the time to enhance the highly relevant digitally-enabled patient services with increasing interest in the use of technology and the ability to use data to personalize services.

Today, patients and healthcare professionals want more than ever to leverage technology in their care, so pharmaceutical companies are accelerating the information and services they need to significantly increase their awareness as well as their use of patient services. Must be provided to.

Image credit: © / au / sitthiphong

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