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the move to a more virtual environment, manufacturers must explore digital and online applications via smartphone or computer to meet patients where they are—at home.
In this uncertain climate, it’s important for manufacturers to actively anticipate different scenarios and evaluate contingency plans on an ongoing basis. With this insight, they will be better positioned to ensure they have the resources
on hand to maintain access and affordability for their populations, whether that means launching new programs, investing additional funds and staffing into existing ones, or allocating more product to the specialty pharmacy for free goods.
The Path Forward
Even though pharma companies
have been presented with this
opportunity to mitigate the economic
impact of the pandemic through
patient support programs, less than one in five patients are
even aware such support services are available to them from manufacturers, and only 40% of healthcare providers are “very aware” of manufacturer-sponsored patient programs.3 This
gap in both patient education and provider awareness has only been heightened now that patients are having fewer face-to-face interactions with healthcare providers in the wake of COVID-19.
To address this issue, manufacturers should consider engaging field services teams, who serve as a liaison between those
who create therapies and the offices that prescribe them. These teams of experts are responsible for helping healthcare providers’ offices manage patient access challenges, while also driving awareness for manufacturer-sponsored programs and educating on their use.
Additionally, as manufacturers evolve their programs in response to economic factors, field teams play a critical role in ensuring practices are informed and up to date on any changes in requirements and criteria, so they can make the right recommendations to patients. Since nearly 50% of provider offices have furloughed staff,4 it has created further difficulties
about the authors
Kristine Flemister, PharmD
President
Xcenda
Kristine leads Xcenda, a part of AmerisourceBergen,
in its mission to deliver strategic consulting guidance, actionable market insights, and tactical support to help
pharmaceutical manufacturers prove product value, optimize product launches, and ensure patient access to the therapies they need most. She can be reached at kristine.flemister@xcenda.com.
in supporting patient access and reimbursement barriers. These challenges emphasize the need, now more than ever, for external education and support for these healthcare provider offices.
Currently, interactions between field teams and providers have largely transitioned
to a virtual support model, enabling field teams to continue delivering outstanding service to provider offices as well as helping connect patients with the financial support they need. Many community provider practices have pivoted and increased staff ability to use web-based support; however, this is often balanced with the provider’s own need to conduct telehealth services. As such, current access and reimbursement services are a mix of web-based and telephony. Given the rise
in accessibility and transition to virtual support engagement platforms, this trend may continue to some degree even after social distancing ends. More education, in whatever form, will have a positive impact on patients.
As the long-term implications and residual effects of
the COVID-19 pandemic emerge in the months ahead, maintaining patient access and ensuring affordability
of therapy should be top of mind for all stakeholders in the industry. While there is no one-size-fits-all approach to patient support, proactive planning and careful
data analytics can assist manufacturers in aligning the right resources with the right patients at the right time. Manufacturers who actively prepare for an uptick in uninsured patients through provision of robust patient support programs will be best positioned to serve their populations now and in the future.
ReFeRences:
1. CNN. “Another 1.5 Million Americans Filed for First-time Unemployment Benefits Last Week.” 2020. https://www.cnn.com/2020/06/11/economy/unemployment-benefits-coronavirus/index. html.
2. Health Affairs. “The 2007–09 Recession and Health Insurance Coverage.” 2011. https://www. healthaffairs.org/doi/10.1377/hlthaff.2010.1003.
3. Accenture. “Pharma’s Growing Opportunity in Patient Services.” 2020. https://www.accenture. com/us-en/patient-services-survey-pharma.
4. MGMA. “COVID-19 Financial Impact on Medical Practices.” 2020. https://mgma.com/ resources/government-programs/covid-19-financial-impact-on-medical-practices.
Tommy Bramley, PhD
President
Lash Group
Tommy leads Lash Group, a part of AmerisourceBergen, which provides pharmaceutical manufacturers with comprehensive support services focused on improving
patient access, affordability, care coordination, and outcomes. He can be reached at tommy.bramley@lashgroup.com.
38 pm360 magazine / September 2020
Less than one
in five patients are aware support services are available
to them from manufacturers, and only 40%
of healthcare providers are “very aware” of manufacturer- sponsored patient programs.