windows-7-1995426_1280This week, World Congress’ 4th Annual Patient Support Services and HUB Design Summit convened in Philadelphia. The Patient Support Services and HUB Design Summit explores the benefits and strategies of integrating value-added hub and support services in an erratic era of healthcare.

The summit spanned two days, hosting more than 30 speakers to discuss a variety of the facets involved in patient-centric care and hub performance in our current healthcare climate.

Welkin Health’s CEO Chase Hensel attended the conference to participate on a panel entitled “Leverage Patient Centered Solutions Through Value-Added Services Which Engage Patients and Enhance ROI”. Chase was joined by Jennifer Doyle of Horizon Pharma, Kristen Magee from AssistRX, and Chad Woods of Sandoz, moderated by Cardinal Health’s Jesica Freeman.

Chase spoke on the opportunities for drug manufacturers to work with software companies to integrate their third party providers to create a unified experience for all stakeholders, as well as common pitfalls to avoid when implementing and running patient services programs.

“It is possible to provide seamless transitions for the patient as they navigate their access journey. By integrating data and systems you can dramatically increase speed to therapy and improve your understanding of what’s happening with patients,” Chase remarked.

“The name of the game”

It is very clear that patient-centric services is the name of the game and stakeholders are positioning themselves to provide optimal patient experiences,” Chase said about the Summit. “There is a clear priority on streamlining the patient experience.”

Many of the panel discussions at the Summit paid special attention to the patient journey as critical to understanding the initiation of therapy and finding the gaps in care to optimize services, improving access, and speed to therapy. One panel heard patients’ testimony on their journeys involving specialty drugs and pharmacies, and descriptions of their hub concerns.

Others explored the new shift to patient-centric care- the increased cost-burden to patients, education and advocacy, and the patient perspective in terms of value-based care. Patient services using a customizable case management platform can smoothly guide patients past channel and access roadblocks to obtain therapies and empower them to best manage their diseases.

The “Leverage Patient Centered Solutions Through Value-Added Services Which Engage Patients and Enhance ROI” discussion examined how manufacturers can wield value-added services to engage patient populations on their journeys to optimize outcomes, both for patients and manufacturers’ ROI.

In the Keynote Stakeholder Roundtable discussion “Internal Big Picture: Explore Strategies Used to  Ensure Patient Centricity Through Hub Design Channel Optimization, Compliance, and Distribution”, Eric Baim of Shire, Donna Gilbert of AmerisourceBergen, and Christopher Grant of Quest Diagnostics debated patient service compliance, supply chain and network design and channel optimizations, and patient services perspective, respectively. Their conversation revolved around Hub design for integrated market access which stays patient-centric while respecting compliance and maximize channel efficiency.

Strategic data

When asked about stakeholders’ priorities, Chase responded “it appears that having access and insight into all of the data around hub services is everyone’s primary concern.”

Some Summit panels considered data planning, such as Tuesday’s “Uncover Data Strategies and Best Practices Behind Successful Hubs”. Maria Bucceri Kirsch of Novartis and Maureen Espensen Formerly with Marathon Pharmaceuticals discussed strategic hub design and performance expectations for optimal outcomes.

The “Data Driven Service Design: Improving Hub Services and Outcomes Through Emerging Analytics” discussion delved into hub patient analytics as tools to better understanding their consumers, and how brands can use these insights to better patient engagement and experience.

As political and market forces influence healthcare, manufacturers will need patient data to demonstrate their value and ensure relevant products and services. Integrating an elegant software solution which manages complex workflows, the aggregation and centralization of data, and guides patients through a potentially arduous journey positions brands for success when the market  is uncertain. An agile patient support and case management platform unsnarls the tangle of complicated healthcare intricacies, and offers seamless transitions onto therapy.

This time next year

Successful patients hubs have proven to be an effective platform for increased therapy access and bettered patient outcomes, as well an opportunity to collect actionable data for manufacturers to take back and hopefully execute on. Healthcare might look different this time next year, but a 5th Annual Patient Support Services and HUB Design Summit seems inevitable.