ucb offering exceptional care and solutions for...
TRANSCRIPT
UCBCares® Offering Exceptional Care and Solutions for
Patients
Christi Marsh, PharmD Director, UCBCares
UCB Disclaimer
These PowerPoint slides are the intellectual property of UCB, Inc. and are protected under the copyright laws of the United States of America and other countries. Used by permission. All rights reserved. UCBCares® is a registered trademark of the UCB Group of Companies. Patients as Partners® and the Patients as Partner Logo are registered trademarks of the Conference Form. All other trademarks are the property of their respective owners. The following presentation represents the individual views of the presenter and does not necessarily represent those of UCB, Inc.
“WHY and WHAT” of
UCBCares
3
Patients Have Different and High Expectations
76% of patients not only want services from pharma,
they expect them
Market leaders are increasingly addressing a broader scope of patients’ needs and assist in managing the patient journey, not
limited to Traditional Access Services
4
Accenture 2015 Report “Great Expectations: Why Pharma Companies Can’t Ignore Patient Services”
“It takes more than great products to succeed.
One Company stock fell 22%, suffering in part due to failure to provide a level of care
patients want
5
World of DTC Marketing.com . www.worldofdtcmarketing.com Accessed 8/7/2015”
“patient said, compared to Company X, she had an RN assigned to her,
Company Y did not, she had materials (not marketing) sent to her house, Company Y did not and info
they sent was of little help…”
“Company Y support people ‘cared about me’ Company X felt like an
outsourced partner, ..patient support was clueless about co-pay
assistance and it took several times to reach them…”
How and Results
6
Transforming Solutions around Customers vs Function with Mission of Exceptional Care and Solutions Focus
7
• Medical Information • Product Safety • Product Quality • Patient Assistance Programs • Clinical Trial Info/Support • Sales and Medical Field Requests
8
UCBCares
We Are Here to Help UCBCares Associates are healthcare
professionals (nurses and pharmacists) and experienced customer care
specialists, specially trained on the data regarding UCB products and disease states, product safety and quality, and financial assistance. We are here to provide solutions for any need you
might have through the channels that you prefer
•
Solutions
• Medical Information
• Product Quality & Safety Reporting
• Financial Assistance
• Social Media • Support 50+
Products
Focused on ALL
Customers • Healthcare
Providers • Patients • Caregivers • Wholesaler/
Trade Partners • Payers
UCBCares Overall Customer Satisfaction Improved from 2013 and Continues to be Strong at 98% in 2015 (total across all years N=567)
Orig. Avg. 74.5% 2015 Avg = 98%
2014 Avg =92%
UCBCares Launch
0%
20%
40%
60%
80%
100%
120%
2013 Q1
2013 Q2
2013 Q3
2013 Q4
2014 Q1
2014 Q2
2014 Q3
2014 Q4
2015 Q1
2015 Q2
2015 Q3
2015 Q4
2013 2014 2015
Axi
s Ti
tle
Qualitative Feedback Shows We Deliver on our Mission 10
Shifted to Solutions Focused Mindset
Demonstrated Exceptional Caring
Experiences
Identified new and Improved Patient
Solutions
Significantly Increased Customer
Satisfaction 75%-93%, now 98%
Underscored UCB’s commitment to be the
patient partner
Recognized as Industry Leader in
Customer Innovation (Awards)
UCBCares – Successes to Date 11
Channel Original Launch 2014 Expansion Future Phone Email Fax Web Enhanced Website Social Media Mobile App Click to Chat Mobile Fulfillment
Multichannel Access Enhanced from 4 to 7 options 12
Connect with UCBCares 13
Business cards
Mobile App
Brochures
Web site
Insights into Patient Value
UCBCares Solutions – mindset and results 15
TIME TO IMPACT
Value Trends
6 mos
12 mos
transdermal Patch Tracker Replacement Availability
Insights Dashboard Expansion of Local analytics tool implemented globally (40+ countries)
Product Insights Re-packaging
Enhanced Product Replacement process
CONTINUED SOLUTION MINDSET: Identification of opportunities for Increased Patient Value and Impact
3 mos
9 mos
Tim
e to
Impa
ct
Solutions Mindset 16
INSIGHTS INTO PATIENT VALUE
*IRMS is a registered trademark of OBA Online Business Applications, Inc., Woodridge, IL
Medication Dosing Tracker Patient insights highlighted lack of easy access to the dosing tracker
Based on positive patient feedback, UCBCares , by adding an electronic version to our customer response database, as an immediate resource available to patients (if needed) – removed the burden from the patient and added other delivery option for document.
ACTION
Solutions Mindset 17
INSIGHTS INTO PATIENT VALUE
UCBCares collaborated to implement a new process resulting in an 82% decrease in time for product replacement (shipped direct to patient) (from an avg. of 11 days down to 24-48 hrs. after compliant intake and approval)
Product complaint and replacement process reviewed finding burden on the patient to get replacement at the pharmacy, often delays that could significantly impact their therapy.
ACTION
UCBCares Mission Provide exceptional caring experience to all customers (patients and healthcare providers)
Take Home Tools
Some Considerations 20
For Patients and Caregivers
Patients/Caregivers:
Begin to view Pharma as a partner who does care, and wants to evolve to help you find and connect to whole solutions using our expertise.
Be patient with us as we evolve.
Don’t be afraid to ask for help in navigating the landscape from us and to help reduce your burden and help to empower you in your own care or the care of another loved one.
Look for advocacy in your local community around your disease area, they are a wealth of support and information and can help connect you to others like you for peer to peer support/guidance/dialogue
Some Considerations 21
Pharma/Research
Clinical/Regulatory/Legal:
• We must begin to not think of ourselves as departments and separate functions; rather, we should work together wrapping our expertise around the patient need holistically.
• Evolve your mindset to not only including patients earlier in the design process/research protocols but those within our companies who interact with patients daily.
• Will likely yield key and often missing perspective much earlier on the output of the research protocol, especially the brochures, recruitment, and education materials.
• Label needs a different skill set/approach - BEFORE FILING NDA for approval- packaging/labeling would be greatly helped by including those of us who speak to patients using this very strategically written document AS IT IS developed, not after it is too late and filed/approved.