Listen with AI to Improve Patient Access and Therapy Adherence

Article Summary: 

• It is necessary for pharma and operations leaders to address and resolve disruptions in the patient experience to improve patient access and therapy adherence. 
• Conversation data found in agent and hub interactions help open doors to access and uncover factors affecting adherence to therapy. 
• AI dives into conversation data to surface insights that reveal both historical trends and real-time feedback to efficiently act to improve patient access and adherence. 
• AI can help improve patient access and therapy adherence by: 
  • Uncovering barriers to access 
  • Creating action plans  
  • Training and coaching agents, hub vendors, and leaders 

Improving patient access and therapy adherence is a key factor that contributes to better health outcomes for patients. However, achieving these goals can be challenging for pharma leaders because they are struggling to identify the most effective strategies and solutions. 

Conversation data is a valuable source of insights that pharmaceutical organizations can leverage to improve patient access and therapy adherence. By analyzing data from recorded patient conversations, organizations can gain a deeper understanding of the challenges patients face when accessing and adhering to therapy. This can help organizations develop more effectiveness and efficiency in addressing challenges, planning strategies, and training employees, in turn, improving the patient experience. 

AI as an Outcome-Driving Solution

Leveraging the power of AI helps organizations access data that can improve patient access and adherence. For example, AI models can be used to analyze patient interactions, collect data, and surface insights on their experiences while navigating therapy and care coordination. This data can then be analyzed to identify patterns and trends that inform the development of an improved patient journey that benefits both patients and the business. 

For patients, improved access and adherence can mean better health outcomes and a higher quality of life. For organizations, it can mean increased revenue, improved patient satisfaction, and a better brand reputation. 

Beyond surfacing insights addressing patient access barriers, AI can help leaders prepare for issues such as managing the supply chain or alternative medications (biosimilars). For example, a disruption in the delivery network of medication can occur, increasing the risk of nonadherence to medication or therapy. This can be from delivery vendors unable to fulfill the demand, to deliveries arriving later than expected due to market events, such as employee strikes or weather-related catastrophes damaging pick-up and drop-off locations. AI tools can help pinpoint where and why supply chain disruption is affecting patients, the context behind the increase in call volume, and complaints that impact adherence.  

Equipped with insights, agents and leaders gain the ability to proactively address better assisting patients in need of care. This can look like role-playing sessions, updated call guides, or even automated call summaries that give teams time back to focus on assistance and care coordination while tracking patterns in conversation data. 

Surfacing Insights to Understand the Patient Journey

By using AI, you can transform your contact centers and hubs into insight centers that delve deeper into emerging trends and address issues proactively and efficiently before they cause breakdowns in the patient journey. By analyzing patient conversations, you can better understand patient needs, preferences, challenges, and the factors influencing their adherence and access needs. 

Insights from conversation data can identify and resolve patient access issues and barriers in real-time, enabling patient support teams to provide personalized care that meets the unique needs of each patient. AI can track and measure patient outcomes, identify areas for improvement, and develop targeted, personalized interventions that improve patient engagement and satisfaction. 

3 Ways AI Improves Patient Access and Therapy Adherence

As healthcare evolves, patient access and therapy adherence are becoming increasingly critical for pharma and operations leaders. These areas can be challenging for patients to navigate and for pharma to coordinate, and AI is opening doors to new and innovative ways to improve access and adherence while also bringing empathy and compassion back into healthcare. There are three (3) ways that AI can help organizations improve patient access and therapy adherence with a human-centered approach. 

1. Uncover patient access barriers. By analyzing data from various sources, including patient feedback and hub interactions, AI can identify patterns and trends related to patient access and therapy adherence. This can help pharma and operations leaders better understand the factors that are impacting comprehension and creating gaps to develop targeted strategies for improvement, all while keeping patient needs and concerns in mind. 
2. Create action plans. By strategizing plans for product supply chain disruptions and onboarding processes, pharma leaders can use AI to limit patient confusion. With continuous monitoring, AI can identify areas where patients are experiencing difficulties in care, such as pre-appointment communication, appointment scheduling, and post-appointment follow-up. They can learn how to better promote patient-centric solutions for assistance, resolve stalled prior authorization requests, and address patients switching to alternative medications or brands. 
3. Train and coach agents, hub vendors, and leaders. By aggregating data from contact center and hub interactions, AI can identify areas where additional training or support may be needed. This can help to ensure that patients get the assistance they need when receiving and following care. AI can provide agents and hubs with enhanced resources and messaging for patients’ needs, such as updated instructions to therapy locations or discovering closer options that help open access to the patient population. 

Healthcare-specific AI provides leaders in pharma and operations with new and innovative ways to improve patient access and therapy adherence, while also emphasizing empathy in a patient-centric approach. The benefits of AI for patient access and adherence grow as patient support strategies continuously improve with data collected from historical trends and insights monitoring. By uncovering barriers to access, producing action plans, and providing coaching and training, AI can help to ensure that patients receive the care they need.  

Related Resources

Authenticx for Pharma | Patient Journey Insights | Moving to a Patient-Centric Experience | Patient-Centric Approach for Pharma | Patient Access KPIs | What is Patient Access in Healthcare? | Patient Adherence Solutions

About Authenticx

Authenticx is the new standard for humanizing conversational intelligence in healthcare by analyzing millions of customer interactions (like voice, chat, or emails) to surface immersive and intelligent insights at scale. Authenticx was founded to aggregate, analyze and activate customer interaction data to surface transformational opportunities in healthcare. Using existing data that’s likely being stored and ignored in your organization, Authenticx reveals hidden barriers, motivators, and strategies so healthcare organizations can make confident, data-backed decisions. In 2023, Authenticx was ranked No. 349 on the Inc. 5000 recognized as one of America and Indiana’s fastest-growing private companies. 

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