new ideas for patient

adherence JOE SHIELDS, Pfizer

setup: 3 simple questions1. What’s your point of view (POV)?2. What’s your process?3. What does good look like?

what’s your pov?

patient pov

ME

Health

Everything Else TIME FRAME:

Forever

Patient

Dx

Dx

Tx

Tx

Outcome

Outcome

Maintenance

TIME FRAME: Variable,

depending on health plan,

patient mobility & other factors

hcp pov

Covered Life

Claims

Dx

Dx Dx

Dx

Tx

Tx

TxTx

Cost/Outcomes

TIME FRAME: Variable,

depending on patient mobility &

other factors

payer pov

Tx

NRx

RRx

Dx

Co-pay assistanceCRMRetail & mail pharmacyIn-office / patient edWebCall center

TIME FRAME: Approx. 10 years,

until medicine patent expiry

pharma pov

what’s your process?

<1>gain

insights

<2>set

objectives

<3>audit

currentstuff

<4>align current

stuff with <1> & <2>

<5>i.d. gaps

<6>fill gaps

<7>measure programs

& business outcomes

customer experience measurement not integrated

Source: Forrester Research, 2009.

<8>improve & keep testing

recap: a familiar process supports an adherence system

INSIGHTS

OBJECTIVES

AUDIT

ALIGN

GAPS

FILL

MEASURE

IMPROVE

Source: Me, last week.

what does good look like?

insightful

systematic

multi-channel

scalable

social

what good looks like (to me)

SCALABLE

INSIGHTFUL

SYSTEMATIC

MULTICHANNEL

SOCIAL

Source: Me, a few hours ago.

review: 3 simple questions1. What’s your POV?2. What’s your process?3. What does good look like?

extra fingers

makesense?