new ideas for patient adherence
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TRANSCRIPT
new ideas for patient
adherence JOE SHIELDS, Pfizer
setup: 3 simple questions1. What’s your point of view (POV)?2. What’s your process?3. What does good look like?
what’s your pov?
patient pov
ME
Health
Everything Else TIME FRAME:
Forever
Patient
Dx
Dx
Tx
Tx
Outcome
Outcome
Maintenance
TIME FRAME: Variable,
depending on health plan,
patient mobility & other factors
hcp pov
Covered Life
Claims
Dx
Dx Dx
Dx
Tx
Tx
TxTx
Cost/Outcomes
TIME FRAME: Variable,
depending on patient mobility &
other factors
payer pov
Tx
NRx
RRx
Dx
Co-pay assistanceCRMRetail & mail pharmacyIn-office / patient edWebCall center
TIME FRAME: Approx. 10 years,
until medicine patent expiry
pharma pov
what’s your process?
<1>gain
insights
<2>set
objectives
<3>audit
currentstuff
<4>align current
stuff with <1> & <2>
<5>i.d. gaps
<6>fill gaps
<7>measure programs
& business outcomes
customer experience measurement not integrated
Source: Forrester Research, 2009.
<8>improve & keep testing
recap: a familiar process supports an adherence system
INSIGHTS
OBJECTIVES
AUDIT
ALIGN
GAPS
FILL
MEASURE
IMPROVE
Source: Me, last week.
what does good look like?
insightful
systematic
multi-channel
scalable
social
what good looks like (to me)
SCALABLE
INSIGHTFUL
SYSTEMATIC
MULTICHANNEL
SOCIAL
Source: Me, a few hours ago.
review: 3 simple questions1. What’s your POV?2. What’s your process?3. What does good look like?
extra fingers
makesense?