Our client was launching a new medical device in the UK market.
They required a patient support service to give medical teams oversight of patient treatments.
Support was needed for the patients to take product with the device safely, and in accordance with their agreed treatment plan ensuring adherence.
They required a dedicated support centre, communications channels and trained personnel to be responsive to patients’ enquiries, and undertake inbound and outbound calls.
Supply and management of the devices were also a prerequisite.
Bespoke patient support programme with patient portal for tracking and management of documentation and devices, patient data, adverse events, adherence and scheduling outbound calls.
Clinic portal for patient initiation.
Dedicated patient support administrator fully trained pharmacovigilance, AE reporting, GDPR, Safetrack and relevant pharma regulations.
Proactive and reactive activity with an emphasis on the first six weeks for device adherence, general support and guidance through freephone line, video calls and email.
SOPs, policy documentation, QA and auditing with 3-step quality review for Safetracking.
Weekly and monthly reporting on agreed KPIs including patient numbers, stock, new starters and leavers.
Successful launch of a new medical device to the market.
Streamlined patient support programme implementation.
Ongoing support for the patient and medical team.
Year-on-year contracting with client.
Uplift trend of patients using the programme:
- Year 1: 98 patients
- Current: 130 patients
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