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
- Residential facility
Healthcare Provider (HCP) Sub-type:
- 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.
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.
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!