What are Patient Support Programs?

Patient Support Programs (PSPs) in the pharmaceutical sector offer a range of services to help patients start and adhere to their therapies, including Patient Assistance Programs (PAPs), patient education, provider support, field role partnerships for injection and device training, concierge services for travel and lodging, and clinical trial support. These programs vary based on the therapeutic area and specific medications but share the common objective of assisting patients in overcoming barriers to therapy access and adherence, ultimately enhancing their health outcomes. While PSPs are prevalent in the United States due to its complex healthcare system and insurance landscape, they are also implemented globally to enhance patient education and adherence.

Types of Patient Support Programs

Patient Assistance Programs

A prominent type of PSP is what is known as Patient Assistance Programs, predominantly offered in the United States where the focus is to assist patients and their caregivers to obtain medication by reducing financial burdens in various ways. This includes reviewing the current insurance coverage, helping with prior authorization if necessary, providing trial or copay card information, and checking eligibility to enroll in a financial assistance program. Addressing financial barriers is crucial for patients to start the appropriate therapy instead of turning to potentially unsafe alternatives that could harm their health.

Patient Education Program

Another notable type of PSP is a Patient Education Program that aims to enhance patients' and their caregivers' understanding of the disease state, as well as the associated medication or device. Patient education can support patients and their caregivers with direct instructional assistance from healthcare providers through phone or digital channels, ensuring patients receive accurate and timely information Additionally, highly skilled medical writers create easy-to-comprehend visual educational materials that can be shared with patients to reinforce learning.

An extension of patient education is adherence outreach where patients are followed up to share their experiences, address the barriers or difficulties, and receive encouragement to stay adherent to their therapies. This continuous support helps patients manage their conditions more effectively and improves overall health outcomes. By combining direct education, accessible resources, and ongoing follow-up, Patient Education Programs play a crucial role in comprehensive patient care.

Provider Support

One key strategy of Patient Support Programs is to assist providers' offices and clinics in facilitating patients' access to medications and providing education about them. Providers can start patients on therapy easier when they are equipped with sample products, mock devices, frequently asked questions, visual instructions, free trial or copay cards, or financial assistant enrollment information. Provider support also includes assisting with billing and coding information, ensuring proper reimbursement to providers for medication administration.

Field Role Partnerships

Nurse Educator Device Training Support is a key component of a Field Role Partnership that aims to enhance patient care and improve outcomes. This includes in-person support through home visits, where a nurse educator provides hands-on training and assistance. It also involves remote support via live digital training sessions, allowing patients to learn how to use medical devices from the comfort of their homes. Additionally, home care support offers a range of services, from medical care to daily living assistance, tailored to individual needs. These comprehensive services are designed to provide personalized support and improve overall patient well-being.

Concierge Services

These services enhance patient support by providing personalized assistance with travel and accommodation arrangements, appointment coordination, and local navigation. They offer one-on-one support for specific needs like language assistance and mobility and help with post-discharge follow-up to ensure patients have the necessary resources for recovery. This holistic approach helps reduce stress and logistical challenges, allowing patients to focus on their health.

Clinical Trial Support

Providing clinical trial support services involves guiding patients through customized enrollment processes, offering branded educational materials, and assigning dedicated support teams. It includes logistical support, ensuring regulatory compliance, and delivering regular updates to the manufacturer. Additionally, patient engagement initiatives, such as regular check-ins and access to support groups, help keep patients motivated throughout the trial. This approach enhances the patient experience and meets the specific needs of the manufacturer.

ProPharma's Best-in-Class Patient Support Program Solutions

ProPharma offers the best-in-class patient support programs with our global team of contact center experts within the Medical Information (MI) service line. We have over 35+ native bilingual speakers located across the globe, handling a variety of inquiries, and striving to serve every inquirer with passion and professionalism.

ProPharma's global footprint is strongly supported by regional and market expertise, harmonized global processes, and compliance with local regulations. Our cloud-based telephony and database are globally integrated and readily scalable to support clients of any complexity and scope and we also have a wealth of experience with a diverse range of client systems.

We offer various channels for patients and their caregivers to communicate their needs, from phone and email to digital interactions. ProPharma's pharmaceutical patient support programs are highly customizable, tailored to meet the client's objective of improving health outcomes and enhancing overall quality of life.

How ProPharma Excels in Managing PSPs

Many patient support programs are implemented with the expertise of customer service contact center, employing agents with minimal customer handling skills. At ProPharma, PSPs are implemented under the infrastructure of medical information, a team of highly educated and trained specialists, often healthcare professionals. Our patient support specialists are integrated with the MI team, ensuring high-quality inquiry handling and effortless transition between PSPs and MI. This integration enhances customer trust and streamlines their journey. Utilizing MI resources, including the expertise of our medical writing team, ProPharma's patient support extends services well beyond other outsourcing options available for patient support.

Patients and their caregivers encounter a diverse range of choices and barriers when selecting the appropriate therapy to improve their health. Whether comprehensive or limited, patient support plays a pivotal role in initiating and sustaining therapy for better health outcomes. ProPharma is committed to helping our clients and their patients to achieve their health goals with our patient support programs.

Contact ProPharma today and speak with a Patient Support Program Expert to learn how we can help your company attract and retain patients.

Blog Authors

Valerie Huh

Director, Global Innovation and Implementation

Hilda Kranwinkel

Associate Director, Patient Services