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Patient support programs may help improve access and affordability for patients through patient assistance programs (e.g., free goods generally for uninsured patients) or copay assistance (e.g., direct financial assistance to pay out-of-pocket expenses for commercial plan enrollees). Depending on the therapeutic area and patient ability to physically access treatment during
the pandemic, the demand for the financial assistance afforded by these programs could rise in light of COVID-19. Manufacturers without
effective and appropriate programs
in place for their products should consider engaging an external partner to support the development and launch of custom support programs designed to serve their patient populations and weather changing conditions.
External partners absorb the research and administrative burdens from the manufacturer’s patient access teams by leveraging their experience to determine
the most effective strategies for
program design, launch, and
delivery. Ideal partners are equipped
with state-of-the-art technology
ecosystems to simplify and
streamline the patient experience, as well as on-demand data reporting capabilities to provide manufacturers with actionable insight to inform patient-centric program decisions. Furthermore, partners can perform ongoing financial exposure analyses to project the future need for a product and estimate the dollar amount that will be necessary to provide assistance for patients on a given drug. This type of analysis gives a manufacturer foresight into external factors that may impact patients and require individualized support.
Supporting Patients’ Emotional Needs
In pursuit of holistic, patient-centered care, manufacturers can also deploy telehealth services as
part of their support programs. Nurses, and in some cases, social workers, act as the primary point of contact for patients and their caregivers, getting to know them on a personal level to identify individual barriers and challenges that affect their experience on treatment. Understanding that managing a serious or chronic illness takes both a physical and emotional toll on patients, nurses conduct routine outbound calls to check in on treatment plans, offer medication reminders, and are also available for inbound calls to listen to patients’ concerns,
help navigate access hurdles, and provide comfort in often chaotic times.
Another way telehealth nurses can alleviate unnecessary stress for patients and their families is by coordinating directly with the larger care team to file insurance appeals or identify options for financial support. Beyond connecting patients with financial resources, nurses and social workers can share information and recommendations on mental
health services to help patients cope with the psychological impact of managing a diagnosis.
With a telehealth nurse or social worker providing the right blend of empathy and expertise throughout the treatment journey, patients can have peace of mind knowing that support— whether clinical or emotional—is just a phone call away.
Evolving Existing Patient
Support Programs
For manufacturers with existing support programs in place, it is critical to consider any necessary adjustments to more effectively address new and emerging challenges facing patients today. This may include expanding
the income criteria required to enroll in a program and/
or temporarily allowing patients to access the free goods for a period of time. Manufacturers should also closely analyze prescription fill data for patients currently enrolled in patient support programs so they can reposition clinical interventions as needed.
For example, if a patient has stopped filling a prescription, a clinical expert from the program can connect with
that individual directly to understand the reasoning and provide them with the tools and services needed to fill
the gaps—whether that be financial assistance, telehealth services, etc. Today’s patient support programs should also look to provide patients with research and guidance on alternate coverage options for those who have lost insurance and need help navigating Medicaid or health insurance exchange options.
Finally, manufacturers need to be thinking about ways to evolve their program portals and communications strategies with healthcare providers, their staff, and patients. Before the COVID-19 pandemic, patients typically applied for financial assistance via a patient support program right in the physician’s office. With
The pandemic has created affordability and adherence challenges for patients across nearly all therapeutic areas and led to a mounting need for financial services and copay support.
September 2020 / pm360 magazine 37
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