Utilizing a patient experience roadmap can help life sciences companies establish an enterprise-grade connected platform and deliver the best patient value. Visit https://accntu.re/2FgIOz6 to learn more about revolutionizing patient services through digital technologies.

1. Patient Inspired. Outcomes Driven.
THENEW
PATIENT
EXPERIENCE
RevolutionizingPatientServices
ThroughDigitalTechnologies

2. VALUE-BASED HEALTHCARE MODELS ARE CREATING
NEW TECHNOLOGY NEEDS IN THE MARKET.
As the number of specialty drugs on the market continues to grow, companies are
challenged with increasing access, enhancing affordability and improving adherence
services – all while demonstrating measurable outcomes for payers and providers alike.
As a result, life sciences companies’ are looking for new solutions that can alleviate the
financial burden on patients and healthcare providers, while providing a high level of
patient support.
They also recognize the fundamental importance of an end-to-end view – or a single
source of truth – of their patient journeys to provide a data-driven foundation for both
optimizing patient experiences and demonstrating differentiated outcomes.
LIFE SCIENCES COMPANIES
FACE A HOST OF DEMANDS.

3. IN ORDER TO TRULY DELIVER A BETTER PATIENT AND ECONOMIC
OUTCOME, COMPANIES MUST BE ABLE TO:
Measure the effectiveness of their services or run the risk of
continuing to invest in ineffective solutions;
Orchestrate a cohesive patient experience leading to unmet
patient needs, patient drop-offs and switches; and
Correlate the services they provide with actual improved
patient outcomes.
WHY IS THIS
IMPORTANT?
1
2
3

4. INVESTMENT IN PATIENT EXPERIENCE IS GROWING BUT INCLUDES
OVERLAPPING AND DISCONNECTED SERVICES.
HOW HAS THIS
PROBLEM ARISEN?
This greater investment has brought with it an ever-
increasing need to connect and coordinate numerous,
disparate solutions to ensure well-orchestrated patient
experiences.
Without this coordination, the value of these services is
diluted – for life sciences companies and patients alike.
But few life sciences companies are approaching these
kinds of services in a consistent and connected way. The
result: a proliferation of vendors, platforms and services
that don’t provide a consistent and connected experience
for the patient or the physician.
GREATER INVESTMENT –
GREATER DISCONNECTION?

5. THE FUTURE FOR LIFE SCIENCES COMPANIES LIES IN ORCHESTRATING
ALL THE ELEMENTS THAT MAKE UP THE PATIENT EXPERIENCE.
HOW SHOULD LIFE
SCIENCES COMPANIES
MOVE FORWARD?
There are numerous ways to address the challenges
associated with the proliferation of patient services and
solutions. One is to go it alone, and try to do everything
internally. A second is to embrace the open innovation of
the digital health ecosystem – and become the master
orchestrator of harmonized patient experiences.
The second approach will not only deliver the best, most
holistic patient experience, but also provides a foundation
for accurately measuring outcomes – an essential part of
value-based healthcare models.
ORCHESTRATING
THE PATIENT EXPERIENCE

6. WHAT TECHNOLOGIES SHOULD BE LEVERAGED TO ENABLE PATIENT
EXPERIENCE MANAGEMENT?
A SUCCESSFUL
‘MASTER
ORCHESTRATOR’ OF
PATIENT EXPERIENCES
RELIES ON THREE KEY
TECHNOLOGIES:
Agile Platforms. Cloud-based as-a-service technology
platforms which are agile enough to allow solutions to be
quickly scaled according to changing business needs.
Seamless Ecosystems. Seamlessly incorporating new
solutions as quickly and easily as possible is the essence of
effective patient experience management.
Applied Intelligence. Intelligent analytics platforms can
not only provide insights but also use predictive
algorithms and AI to make better business decisions,
improve patient interactions and optimize patient support.
PUTTING THE RIGHT
TECHNOLOGY IN PLACE

7. THE PACE AND SCALE AT WHICH EACH OF THESE TECHNOLOGIES ARE
DEPLOYED WILL VARY FROM COMPANY TO COMPANY. BUT WE WOULD
TYPICALLY PROPOSE A ROADMAP THAT LOOKS LIKE THIS:
PATIENT SERVICES
ROADMAP

8. WHEN BECOMING AN ORCHESTRATOR OF PATIENT EXPERIENCES, A
MANUFACTURER MUST ALSO CONSIDER ITS APPROACH TO INSOURCING
AND OUTSOURCING. MOST WILL HAVE ADOPTED ONE OF THREE MODELS:
Fully Outsourced: The manufacturer relies solely on a Hub to provide
services to patients.
Fully Insourced: The people that engage with patients are employees
of the manufacturer.
Hybrid Model: A blend where portions of the services are
outsourced, but others are retained by the manufacturer.
SO WHERE DOES
THE HUB FIT IN?
1
2
3

9. The value-based healthcare models of the future call for coherent end-to-end patient
experiences that harness the very best of the healthcare IT ecosystem, while orchestrating
all the disparate elements to enable cohesive and measurable patient journeys. This is the
approach that will provide the highest returns for life sciences companies, and lay the
foundation for outcome-based business models.
THE JOURNEY
TO VALUE.
LEARN MORE.
www.accenture.com/patientexperience
RICH SHERMAN, Managing Director, Life Sciences
john.r.sherman@accenture.com