A life sciences company analyzed 6 months of calls, specifically by caller type, to assess how a brand patient support program was managing the transfer of their patients from nursing support to case management support. They wanted to ensure continuity of care.
Authenticx in Action
Authenticx analyzed interactions with Speech Analyticx to identify caller type domains by caregiver and healthcare provider (HCP)
Caregiver Sub-type:
- Self
- Grandchild
- Spouse
- Parent
- Residential facility
Healthcare Provider (HCP) Sub-type:
- Representative
- Technician
- Nurse
- Case manager
Authenticx then sampled 232 calls to evaluate brand values and detractors to assess patient impact throughout the transfer process. A nurse was assigned to help at the beginning of the medication trial before transferring patients to a case manager for ongoing support.
Result
Authenticx found low prevalence of the Eddy Effect (instances of customer disruption) in this analysis at 4%, indicating consistent effective communication and high efficiency from the patient support team. This is a number worth celebrating as industry averages commonly see an Eddy Effect of 25%. This shines a positive, reaffirming light on the work being done by the patient support team to provide a seamless handoff while providing a customer-centric experience.
See Authenticx in Action
Learn more about how Authenticx analyzes customer conversations to surface recurring trends in this two-minute video.
About Authenticx
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
Want to learn more? Contact us!
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