Patient support programmes offer an opportunity to comprehensively inform and advise patients about their conditions. Regular recording and analysis of care data make it possible to monitor therapy in a targeted way and take proactive steps to prevent any discontinuation of therapy. Arvato uses medically trained personnel to monitor each individual patient as they deal with their conditions, coordinates the treatment process and also arranges the delivery of medication directly to the patient.
Many components must be taken into consideration when developing a patient programme. Pharmaceutical companies face the challenges of developing a solution that will, on the one hand, meet global requirements and, on the other hand, integrate with the national and local services of the organisations in each country. An innovative approach to solutions and the European footprint allows Arvato to help its customers succeed in this balancing act. Central and secure data management is available to customers to record and assess all services internationally, so that the success of a patient programme can also be measured over the long term. Local components such as nurse services, service centres and communications with healthcare professionals are served by the local Arvato units in each particular country.
Patient relationship management can help pharmaceutical companies make an active contribution to better patient care. This can significantly reduce the therapy discontinuation rates.Dr med Jens Härtel, Vice President arvato Healthcare
Direct to patient delivery
Take advantage of Arvato’s experience and structures and gain direct access to patients. As a service provider partnering with leading mail-order pharmacies, Arvato Healthcare offers your patients individualised direct delivery of medications to their homes or a selected local partner pharmacy as an integrated order-to-cash and patient communication solution. In addition to medications, the patient receives information material that is relevant for him or her. This increases patient adherence and loyalty. The patient data necessary for this is stored at a Trust Centre in accordance with privacy protection provisions. Centralised process management provides drug manufacturers with transparency along the entire value chain.
Patient service centre
Over 60 per cent of Internet users find out about diseases, therapies and health-related topics online. After all, you can’t always speak with your regular doctor straight away. But information found on the Internet is often of dubious quality. With the patient service centre, Arvato provides a knowledgeable contact person for all issues concerning indications and therapies, especially for chronically ill individuals. Within patient relationship management programmes, medically trained personnel, as well as doctors or pharmacists, help callers with all questions related to their condition, recommend new studies or meetings with other patients affected by the same condition, provide background information and tips about taking medications or, where the symptoms are serious, advise callers to see their doctors.
Medication management that includes checks for interactions, provides support for patient counselling and helps reduce costs due to non-adherence. Building trust, showing understanding and conveying knowledge are the tools our medical employees use to achieve success in our care program. We enter into a dedicated, regular dialogue with the patient to identify any interactions and barriers to therapy and clear up any questions.
Prior analysis of available data makes it possible to predict possible behaviours, address patients better and help save on costs in the intervention. The management of the data always meets the strict privacy protection requirements for sensitive health data and helps optimally integrate taking medication into a patient’s daily routine. Using an app, medication, patient and insured party data can be made transparent at all times, and any drug interactions with newly prescribed medications can be displayed in seconds through scanning. A medication plan can be made available to patients online or by mail and discussed directly with the doctor.
ehealth offers pharmaceutical companies and health insurance companies the opportunity to develop closer contact with patients and to individually optimise care. In order to use ehealth successfully, a fine-tuned communication strategy is needed that makes all steps measurable and efficient across the board. The Arvato Cockpit meets this requirement and serves as a central platform for patients and all stakeholders involved in the treatment. The patient determines usage and role rights. Therapy components such as medications, appointments and patient information are available to the patient here. The cockpit is now also available as a mobile version to enable access at all times, even on the go.
An app scan quickly and easily recognises any possible drug interactions of a newly prescribed medication. A personalised reminder function provides everyday support. It reminds users to take their medication regularly and to order additional medication in good time. If the product is running low, the patient can order it to be sent directly to a pharmacy of their choice using the integrated ordering service. This and other useful functions creates added value throughout the entire treatment cycle.