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25BMR




Products & Services

Online Patient Support Excellence: Using Brand Website Services to Grow Loyal Customers

ID: PSM-258


Features:

5 Info Graphics

47 Data Graphics

89 Metrics

29 Best Practices


Pages: 117


Published: Pre-2013


Delivery Format: Shipped


 

License Options:
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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




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919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • STUDY SNAPSHOT
  • KEY FINDINGS
  • VIEW TOC AND LIST OF EXHIBITS
Biopharmaceutical brand websites fulfill a pivotal role in educating patients about their medical conditions and preparing them for critical healthcare decisions.

Superior brand websites deliver key patient support – and effectively brand the treatment of a condition – using the wide array of tools afforded by the Internet, such as online tools, medical and insurance glossaries, treatment kits, hotlines, signature support incentives, and access to experts.

The path to online patient support leadership traverses several critical patient lifecycle phases: from learning about the condition and starting treatment to developing and maintaining product loyalty.

This benchmark study examined 10 leading biopharmaceutical products that treat chronic conditions, such as rheumatoid arthritis, osteoporosis and cancer, for which treatment is often expensive and patient education and long-term support are essential.

Industries Profiled:
Health Care; Pharmaceutical; Diagnostic; Biotech; Chemical; Medical Device


Companies Profiled:
Abbott; Amgen; Centocor Ortho Biotech Inc.; Eli Lilly; Genentech; Johnson & Johnson; Merck; Novartis; Roche; UCB Pharma


Study Snapshot

The benchmark framework probed 10 chronic care product websites through 51 support categories that appear across the patient lifecycle, from getting started with a product to becoming a loyal patient who adheres to treatment.

Benchmark products examined include: Boniva, Cimzia, Enbrel, Forteo, Fosamax, Humira, Reclast, Remicade, Rituxan, and Simponi.

Sample Key Findings

80% of Brand Websites Offer Symptom Assessment or Risk Survey for the Condition: These online symptom assessment tools, which can take the form of fun interactive quizzes, serve as ready-made doctor discussion guides.
Several Brand Websites Deploy a "Find a Local Physician" Directory: 30% of brand websites feature a directory or search option for finding a local physician or specialist who may diagnose and treat the patient. This online tool not only facilitates quicker treatment, but also reinforces the role of a brand website as an actual essential patient support tool in itself.
A Glossary of Terms Makes the Insurance Picture Clearer for Patients: Some forms of support are simple, such as helping patients understand key terms (such as “prior authorization”) that they will confront in the access and reimbursement process. Currently, however, just 20% of brand websites contain a glossary of key insurance terms and concepts to empower patients to overcome reimbursement hurdles.


Table of Contents

PROJECT OVERVIEW

BENCHMARK CLASS OF PRODUCTS

ONLINE PATIENT SUPPORT AREA #1: GETTING STARTED WITH TREATMENT
  • Learning About the Condition
  • Learning About Treatment
  • Tools for Obtaining Treatment

ONLINE PATIENT SUPPORT AREA #2: REIMBURSEMENT AND ACCESS
  • Support Offered for Gaining Access and Reimbursement
  • Using Reimbursement Specialists

ONLINE PATIENT SUPPORT AREA #3: PATIENT TRAINING AND ONBOARDING

ONLINE PATIENT SUPPORT AREA #4: ONGOING SUPPORT
  • Patient Resources
  • Patients Tools

ACHIEVING ONLINE SUPPORT LEADERSHIP: ADDITIONAL WEBSITE ANALYSIS

APPENDIX: ADDITIONAL CASE EXAMPLES