Applying Best Practices and Business Level QA to the Patient Experience
A Patient Support Services company that operates 3 lines of business including Commercial, Clinical and Pharmacy fulfilment. Their goal is to improve access to healthcare and pharmaceuticals for all and had developed sophisticated Quality Assurance processes focused on compliance and coaching their agents.
About the challenge
They had sophisticated processes and tools in place to monitor and constantly improve their patient and pharmaceutical manufacturer experience. However, they began to see significant diminishing returns in patient/manufacturer satisfaction. This led to a negative physician experience and difficulty in hitting previously easily achievable revenue targets. Additionally, there was inconsistency with compliance metrics.
To make matters more difficult, they were unclear on what drove patient/manufacturer satisfaction. The access to actionable data was not present and the data that was in place was not granular enough to identify the underlying causal factors.
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