A leading life sciences manufacturer wanted to better understand the root causes of patients pausing or discontinuing intricate specialty therapies, the majority of which are delivered by injection. In doing so, they hoped not only to identify opportunities to increase overall therapy adherence, but also to reduce administrative burden and increase collaboration between agents and patient-facing education managers.
Authenticx in Action
Authenticx used AI-driven evaluation combined with human listening to analyze over 2,200 calls across five therapies over a six-week period. They found that the main drivers for therapy pause or discontinuation fell into two primary categories: product and process.
For patients that elected to pause therapy, process-driven administrative blockers (e.g. confusion around enrollment) and product-driven medical reasons (e.g. aversion to needles or difficulty self-administering injections) were prevalent in calls. While these complexities were also prevalent among patients who discontinued therapy altogether, it was found that many patients who discontinued therapy had either successfully completed therapy or switched to an alternate therapy from the same manufacturer — both of which were illuminated via Authenticx insights.
Taken together, these insights highlighted an opportunity to evaluate expectations and increase agent training for handling and transferring patient requests when the designated education manager is not available.
Results
To kickstart the solution process, Authenticx equipped the patient services team with a curated montage of real patient and caregiver voices to provide context and illuminate the root causes of non-adherence.
The prevalence of patients who discontinued therapy due to completion or switching to an alternate medication highlighted opportunities for education managers to follow up with patients and update internal account records, leading to a re-evaluated administrative model that enables more regular patient contact and streamlined data throughout the patient journey.
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.
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