“SHAPE”ing the Future Patient Support Services Strategy

The Challenge

The client was a mid-size specialty drug manufacturer with one main product delivering 90% of revenue. The PSP team had been ‘heads down’ for a couple of years after the product launch but knew it was time to reassess program strategy, operations, and performance management.

A successful launch provided several years of continual growth with minimal issues or disruptions caused by patient service support. However, in continually looking to ensure their patient service capability met the needs of their customers, our client was keenly interested in stress-testing their current operations to identify areas of opportunity and create a holistic evolutionary plan for the next several years.

Goal: Through a deep dive SHAPE (Systematic Holistic Approach to the Patient Experience) assessment of existing capabilities and operations, develop a 3-year, cross-functionally aligned, strategic plan.

Our Solutions

• Conducted a deep-dive SHAPE assessment to evaluate existing capabilities and operations.
• Identify and cross-functionally prioritize opportunities
• Create Executional Roadmap & associated action plans

The Results

Critical Issues Prioritized

Six strategic opportunities prioritized for immediate investment out of list of >15 potential areas of improvement

Comprehensive Plans Developed

Detailed action plans created with assigned ownership & timeline for evolution of 3-year strategic/tactical plan

Escalation of the PS Organizational Role

Patient Services was ‘promoted’ as a critical function raising PS lead to VP and seat on executive leadership team

“This was the most comprehensive look into a program’s strategy, operations, and performance that I’ve ever been involved in and has provided the foundation for our future PSP direction.” – Head PSP

Download Case Study: SHAPEing The Future Patient Support Services Strategy