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Patient support

Patient support programme for med device launch​ 

20 Mar 2024 | By Brand Engagement Team
Delivering effective patient support to ensure treatment plan adherence and the successful launch of a new medical device to the market.

The Challenge 

Our client was launching a new medical device in the UK market​ and required a patient support service to give medical teams oversight of patient treatments. The patients needed support to​ take the product with the device safely and in accordance with their agreed treatment plan. Our client required a dedicated support centre, communications channels and trained personnel to be responsive to patient enquiries and undertake inbound and outbound calls​. Supply and management of the devices was also a prerequisite.​ 

The Solution 

We designed and created a bespoke patient support programme with an online patient portal for tracking and management of documentation and devices, patient data, adverse events, adherence and scheduling outbound calls.  

A dedicated patient support administrator was put in place and fully trained in pharmacovigilance, AE reporting, GDPR, Safetrack and relevant pharma regulations​. A combined strategy of proactive and reactive activity was put in place with an emphasis on the first six weeks for device adherence. Patient general support and guidance was delivered through a freephone line, video calls and email​.  

A clinic portal was created for patient initiation​ and SOPs, policy documentation, QA and auditing were put in place with a 3-step quality review for Safetracking​. We deliver weekly and monthly reporting the client on agreed KPIs including patient numbers, stock, new starters and leavers​. 

The Impact 

Our client successfully launched a new medical device to the market​. A streamlined patient support programme was implemented, with ongoing support for both the patient and the medical team​. We have maintained year-on-year contracting with the client​ and seen an uplift trend of patients using the programme ​from 98 patients in year 1 to 130 patients currently.