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Products & Services Patient Focused Services Patient Support Programs

Patient Support Excellence: Structure, Activities and Resource Levels to Ensure Patient-Centric Products and Services

ID: PSM-313


20 Info Graphics

38 Data Graphics

300+ Metrics

2 Narratives

20 Best Practices

Pages: 73

Published: Pre-2016

Delivery Format: Shipped


License Options:

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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Patient support programs have risen in importance within the pharmaceutical industry as patients have taken an active role in health-care decisions and payers have placed more emphasis on health outcomes.

As the pharmaceutical sector turns to patient support programs and its related activities to help drive clinical and commercial success, organizations are wrestling with identifying the best structure, optimal resource levels and effectiveness of their patient support programs.

Best Practices, LLC, conducted this study to better understand the growing importance of establishing a patient centric organization and how it can positively impact patient outcomes and commercial results. In addition, the study presents best practices and pitfalls observed by study participants.

Research findings provide industry metrics on current trends in Patient Support group structure, activities, alliances and resource/investment levels within the biopharmaceutical sector.

Industries Profiled:
Pharmaceutical; Biotech; Chemical; Health Care; Biopharmaceutical; Clinical Research; Laboratories

Companies Profiled:
AstraZeneca; Millenium; Roche Canada; UCB Pharma; Dr Reddy's Laboratories; Astellas; Horizon Pharma; Merck Serono; LEO Pharma; Baxter BioScience; Boehringer Ingelheim; Celgene; Nova Nordisk; Daiichi Sankyo; Merck; EMD Serono; Pfizer; GlaxoSmithKline ; Sanofi

Study Snapshot

Best Practices, LLC engaged 19 Patient Support leaders from 19 pharmaceutical companies through a benchmarking survey. Research analysts also conducted secondary research regarding different platforms that companies are using to engage with patients.

Key Findings

Patient Support Structure Varies by Company Size (Large Company Segment (LCS), Midsize Company Segment (MCS), Small Company Segment (SCS)):

    Patient Support Reporting Line
    43% of LCS reports to Marketing
    33% of MCS reports to Commercial
    50% of SCS have dedicated PS group

    Patient Support Group Structure
    42% of LCS is decentralized (14% centralized)
    66% of MCS is decentralized
    66% of SCS is centralized
  • Marketing is Key Function Found within Patient Support Groups: Marketing was the only function that a majority (53%) of participants said resides within their Patient Support group. Commercial and Patient Advocacy were the second most common functions (42%).
  • Brand Teams Principal Funding Source for Patient Support Programs: 47% of respondents said brand/product teams were their Patient Support programs’ principal funder. Company-wide business units were the next largest principal funder at 41%. Meanwhile, a majority said medical was not a contributor to their program.
Table of Contents

Executive Summary pp. 4-15
    1. Research Overview pp. 4

    2. Participating Companies pp. 5

    3. Key Recommendations & Findings Overview pp. 7-9

    4. Detailed Key Findings pp. 66-71

Best Practices and Pitfalls pp. 10-14

Patient Support in Pharma pp. 15-20

Participant Demographics pp. 21-25

Program Structure pp. 26-35

Program Effectiveness pp. 36-42

Staffing and Program Drivers pp. 43-46

Program Staffing pp. 47-51

Program Budget pp. 52-58

Program Activities and Alliances pp. 59-65

Detailed Key Findings pp. 66-71

About Best Practices, LLC pp. 73

List of Charts & Exhibits

Patient Support Program Best Practices and Pitfalls to Avoid

  • Patient Support Organizational Structure Type
  • Patient Support Group Structural Location
  • Levels of Geographic Presence by Patient Support Structure
  • Job Title that Leads Patient Support
  • Level that Patient Support leader reports to
  • Location of Patient Support Leadership/Headquarters
  • Percentage of Participants with Patient Support HQ in Same Country as Corporate HQ
  • Geographical levels that exist for Participants’ Patient Support group
  • Functions Represented in Patient Support groups
  • Patient Support Program Overall Effectiveness
  • Patient Support Reporting Structure by Effectiveness
  • Levels of Geographic Organization by Effectiveness
  • Organizations providing funding for Patient Support programs
  • Percentage of Patients Aware of PS Activities and percentage who are engaged in Activities
  • Patient Support Program Drivers
  • New Patient Support Program Creation Drivers
  • Patient Support Program Staffing Drivers
  • Patient Support FTEs for Area of Responsibility and Globally
  • Patient Support FTEs by Effectiveness
  • Patient Support FTEs by Brand Responsibility
  • Patient Support FTEs by Structure
  • Funding Sources
  • Localized Patient Support Budget
  • Patient Support Budget as % of total PS Budget
  • Percentage of Marketing Budget Allocated to Patient Support
  • Patient Support Capital Budget
  • Effectiveness of Patient Support Activities
  • Effectiveness of Patient Advocacy Activities
  • Effectiveness of Grant/Sponsorship Types
  • Legal Department Involvement in Patient Support
  • Health Outcomes Involvement
  • Vendors for Patient Support initiatives and their areas of expertise