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MOVETHE
NEEDLE
Amplifyingthesignal for
patientservices:
Strengtheningthepatient
engagementmodeltoincrease
adoptionandimpact
Accenture Life Sciences
PatientInspired.Outcomes Driven.
MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 2
In the past five years, we have
seen increased investment by
pharma companies in patient
services, expansion of services
in tandem with new specialty
healthcare products, and more
evidence of how these services
provide value to patients.
2MOVE THE NEEDLE
MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 3
However, our 2020 global survey of 12,000 patients in six countries
found no corresponding increase in awareness and utilization of the
patient services being offered. It’s clear that the current model for how
pharma companies engage with HCPs and patients has hit its limit.
What did we learn and what can be done to move the needle, and
connect patients to the services they need?
MOVE THE NEEDLE
Background:AboutourGlobalPatientServicesSurvey
This research is a follow-up to a 2015
Accenture patientservices survey. The data
looks at how the awareness and experience
of patient services has changed.
Survey data was collected in mid-2020,
with 12,000 participatingpatientsin 6
countries (equally spread across USA, UK,
France, Germany, Brazil, Japan). We
compared 2020 data with datafrom our
2015 survey to examine progress and areas
for improvement.
Copyright © 2021 Accenture All rights reserved. 4
Immunesystem, infections,
rheumatology,immunology
Heart, cardiologyand
vasculardiseases
Rare disorders/
Conditions including genetic
disorders
Any areaof cancer, oncology
Brain, neurology
Hormones and metabolism /
metabolic
Lungs, respiratory
Bones orany organs
Eye,diseases of the eye
17%
15%
14%
12%
12%
11%
8%
8%
3%
MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 5
#3
Patients are ready
to receive
information and
care via new
channels.
#1
The signal is getting
lost.
#2
Surround sound is
needed to amplify
the message.
Three key findings informed our thinking about
what needs to happen with patient services.
MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 6
#1The signal is
getting lost.
Even as investment continues to grow, the message
isn’t getting through to patients.
Just 16% of 12,000 patients
surveyed were aware of
any patient service and adoption
remained flat.
MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 7
#2Surround sound is
neededto amplify
the message.
Healthcare providers play a critical role in
informing patients about services, as the primary
information source for patients, but their time is
limited.
51 percent of patients said doctors
provided the best information on
treatment, while they also used
community support groups and
pharma company websites more
than in 2015.
MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 8
#3Patientsare ready to
receivecare and
information
via new channels.
COVID-19 has driven an increase in patient
adoption of digital technologies to manage their
healthcare, including new devices and apps.
44% of patients have had more
virtual conversations with HCPs
and 37% have used telemedicine
more since COVID-19.
MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 9
Design patient services for value and demonstrate that
value to HCPs. Build patient services into holistic care as
a structural element that improves patient outcomes.
Cut through the noise and simplify service choice with
coordinated delivery and an integrated service model –
all with the patient at the core.
The patient
services model
can be fine-tuned
to help more
patients and
deliver the
intended impact.
(1/3)
Our recommendations:
MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 10
Create surround sound with clear and consistent
messages through relevant channels. Partner with
others in the healthcare ecosystem to meet patients
where they are.
Harmonize with HCP workflows and patient lifestyles,
using modern modes of communication and care to
capitalize on the digital shift accelerated by COVID-19.
The patient
services model
can be fine-tuned
to help more
patients and
deliver the
intended impact.
(2/3)
Our recommendations:
MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 11
The patient
services model
can be fine-tuned
to help more
patients and
deliver the
intended impact.
(3/3)
Ensure you have the right hits for the moment.
Modernize modes of communication and care.
Capitalize on the digital shift accelerated by COVID-19.
Take advantage of the heightened interest in the use of
technology, and ability to use data to personalize
services, to power hyper-relevant digitally enabled
patient services.
Our recommendations:
MOVE THE NEEDLE
Authorsandcontacts:
12Copyright © 2021 Accenture All rights reserved.
Anthony Romito
Managing Director, Accenture Life Sciences
Jennifer Spada
Managing Director, Accenture Life Sciences
Laura Hatch
Sr. Principal, Accenture Life Sciences
Jean Liao
Managing Director, Accenture Life Sciences
Pradipto Goswamee
Principal Director, Accenture Life Sciences
MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 13
AboutAccenture
DISCLAIMER: Thisdocumentisintendedforgeneral informationalpurposesonlyanddoesnot
take intoaccountthe reader’sspecificcircumstancesandmaynotreflectthe mostcurrent
developments.Accenture disclaims,tothe fullestextentpermittedbyapplicable law,anyandall
liabilityforthe accuracyand completenessof the informationinthispresentationandforanyacts
or omissionsmade basedonsuchinformation.Accenture doesnotprovidelegal,regulatory,
audit,tax or medical advice,andisnota manufacturerof medical devices.Readersare
responsible forobtainingsuchadvice fromtheirownlegal counsel orotherlicensedprofessionals.
Accenture isa global professional servicescompanywithleadingcapabilitiesindigital,cloud
and security.Combiningunmatchedexperienceandspecializedskillsacrossmore than40
industries,we offerStrategyandConsulting,Interactive,TechnologyandOperationsservices—
all poweredbythe world’slargestnetworkof AdvancedTechnologyandIntelligentOperations
centers.Our514,000 people deliveronthe promise of technologyandhumaningenuityevery
day,servingclientsinmore than120 countries. We embrace the powerof change tocreate
value andsharedsuccessforour clients,people,shareholders,partnersandcommunities.
Visitusat www.accenture.com
Accenture LifeSciences
PatientInspired.OutcomesDriven.
Accenture’sLife Sciencesgroupiscommittedtohelpingourclientsmake ameaningful impacton
patients’livesbycombiningnew science withleadingedgetechnologytorevolutionize how
medical treatmentsare discovered,developedanddeliveredtopeople aroundthe world.We
provide end-to-endbusinessservicesaswellasbroadrange of insight-drivenservicesand
solutionsinstrategy,consulting,digital/analytics,technologyandoperationsinall strategicand
functional areas—withastrongfocusonR&D, Sales& Marketing,PatientServicesandthe Supply
Chain.
We have decadesof experiencesworkingwiththe world’smostsuccessfulcompaniestoinnovate
and improve theirperformance andacrossthe entire Life Sciencesvalue chaintobetterserve
patientsandstakeholders.Accenture’sLifeSciencesgroupconnectsmore than15,000 skilled
professionalsinover50countrieswhoare personallycommittedtohelpingourclientsachieve
theirbusinessobjectivesanddeliverbetterhealthandeconomicoutcomes.
Followus:

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Move the Needle: 2020 Patient Services Survey

  • 2. MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 2 In the past five years, we have seen increased investment by pharma companies in patient services, expansion of services in tandem with new specialty healthcare products, and more evidence of how these services provide value to patients. 2MOVE THE NEEDLE
  • 3. MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 3 However, our 2020 global survey of 12,000 patients in six countries found no corresponding increase in awareness and utilization of the patient services being offered. It’s clear that the current model for how pharma companies engage with HCPs and patients has hit its limit. What did we learn and what can be done to move the needle, and connect patients to the services they need?
  • 4. MOVE THE NEEDLE Background:AboutourGlobalPatientServicesSurvey This research is a follow-up to a 2015 Accenture patientservices survey. The data looks at how the awareness and experience of patient services has changed. Survey data was collected in mid-2020, with 12,000 participatingpatientsin 6 countries (equally spread across USA, UK, France, Germany, Brazil, Japan). We compared 2020 data with datafrom our 2015 survey to examine progress and areas for improvement. Copyright © 2021 Accenture All rights reserved. 4 Immunesystem, infections, rheumatology,immunology Heart, cardiologyand vasculardiseases Rare disorders/ Conditions including genetic disorders Any areaof cancer, oncology Brain, neurology Hormones and metabolism / metabolic Lungs, respiratory Bones orany organs Eye,diseases of the eye 17% 15% 14% 12% 12% 11% 8% 8% 3%
  • 5. MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 5 #3 Patients are ready to receive information and care via new channels. #1 The signal is getting lost. #2 Surround sound is needed to amplify the message. Three key findings informed our thinking about what needs to happen with patient services.
  • 6. MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 6 #1The signal is getting lost. Even as investment continues to grow, the message isn’t getting through to patients. Just 16% of 12,000 patients surveyed were aware of any patient service and adoption remained flat.
  • 7. MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 7 #2Surround sound is neededto amplify the message. Healthcare providers play a critical role in informing patients about services, as the primary information source for patients, but their time is limited. 51 percent of patients said doctors provided the best information on treatment, while they also used community support groups and pharma company websites more than in 2015.
  • 8. MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 8 #3Patientsare ready to receivecare and information via new channels. COVID-19 has driven an increase in patient adoption of digital technologies to manage their healthcare, including new devices and apps. 44% of patients have had more virtual conversations with HCPs and 37% have used telemedicine more since COVID-19.
  • 9. MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 9 Design patient services for value and demonstrate that value to HCPs. Build patient services into holistic care as a structural element that improves patient outcomes. Cut through the noise and simplify service choice with coordinated delivery and an integrated service model – all with the patient at the core. The patient services model can be fine-tuned to help more patients and deliver the intended impact. (1/3) Our recommendations:
  • 10. MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 10 Create surround sound with clear and consistent messages through relevant channels. Partner with others in the healthcare ecosystem to meet patients where they are. Harmonize with HCP workflows and patient lifestyles, using modern modes of communication and care to capitalize on the digital shift accelerated by COVID-19. The patient services model can be fine-tuned to help more patients and deliver the intended impact. (2/3) Our recommendations:
  • 11. MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 11 The patient services model can be fine-tuned to help more patients and deliver the intended impact. (3/3) Ensure you have the right hits for the moment. Modernize modes of communication and care. Capitalize on the digital shift accelerated by COVID-19. Take advantage of the heightened interest in the use of technology, and ability to use data to personalize services, to power hyper-relevant digitally enabled patient services. Our recommendations:
  • 12. MOVE THE NEEDLE Authorsandcontacts: 12Copyright © 2021 Accenture All rights reserved. Anthony Romito Managing Director, Accenture Life Sciences Jennifer Spada Managing Director, Accenture Life Sciences Laura Hatch Sr. Principal, Accenture Life Sciences Jean Liao Managing Director, Accenture Life Sciences Pradipto Goswamee Principal Director, Accenture Life Sciences
  • 13. MOVE THE NEEDLECopyright © 2021 Accenture All rights reserved. 13 AboutAccenture DISCLAIMER: Thisdocumentisintendedforgeneral informationalpurposesonlyanddoesnot take intoaccountthe reader’sspecificcircumstancesandmaynotreflectthe mostcurrent developments.Accenture disclaims,tothe fullestextentpermittedbyapplicable law,anyandall liabilityforthe accuracyand completenessof the informationinthispresentationandforanyacts or omissionsmade basedonsuchinformation.Accenture doesnotprovidelegal,regulatory, audit,tax or medical advice,andisnota manufacturerof medical devices.Readersare responsible forobtainingsuchadvice fromtheirownlegal counsel orotherlicensedprofessionals. Accenture isa global professional servicescompanywithleadingcapabilitiesindigital,cloud and security.Combiningunmatchedexperienceandspecializedskillsacrossmore than40 industries,we offerStrategyandConsulting,Interactive,TechnologyandOperationsservices— all poweredbythe world’slargestnetworkof AdvancedTechnologyandIntelligentOperations centers.Our514,000 people deliveronthe promise of technologyandhumaningenuityevery day,servingclientsinmore than120 countries. We embrace the powerof change tocreate value andsharedsuccessforour clients,people,shareholders,partnersandcommunities. Visitusat www.accenture.com Accenture LifeSciences PatientInspired.OutcomesDriven. Accenture’sLife Sciencesgroupiscommittedtohelpingourclientsmake ameaningful impacton patients’livesbycombiningnew science withleadingedgetechnologytorevolutionize how medical treatmentsare discovered,developedanddeliveredtopeople aroundthe world.We provide end-to-endbusinessservicesaswellasbroadrange of insight-drivenservicesand solutionsinstrategy,consulting,digital/analytics,technologyandoperationsinall strategicand functional areas—withastrongfocusonR&D, Sales& Marketing,PatientServicesandthe Supply Chain. We have decadesof experiencesworkingwiththe world’smostsuccessfulcompaniestoinnovate and improve theirperformance andacrossthe entire Life Sciencesvalue chaintobetterserve patientsandstakeholders.Accenture’sLifeSciencesgroupconnectsmore than15,000 skilled professionalsinover50countrieswhoare personallycommittedtohelpingourclientsachieve theirbusinessobjectivesanddeliverbetterhealthandeconomicoutcomes. Followus: