Better Together: 2019 Patient Services Survey

BETTER
TOGETHER
Why pharma companies and
patient organizations need to
collaborate differently to deliver
better patient experiences.
A survey of 4,000 patients in
France, Germany, the UK and
the US.
Patient Inspired. Outcomes Driven.
Copyright © 2019 Accenture. All rights reserved.

2
ABOUTTHE
RESEARCH
Online survey of 4,000 patients across 4
countries and 3 disease states to understand
how patients use and value services from patient
organizations compared to those of pharma
companies and whether integration of those
services would improve the patient experience.
THREEDISEASESTATES
Rheumatoid
Arthritis
Migraine Leukemia N=1000 N=1000 N=1000 N=1000

3
Who patients prefer to use services from
among pharma companies, healthcare
professionals, pharmacies, payers and
patient organizations for six key areas.
The degree to which patients use
and value services from patient
organization, and why they use
services from patient organizations.
Their level of engagement with patient
organizations now and in the future in
comparison to other healthcare players.
Which patient organizations
are most prominent and why.
If and how the patient experience could
improve with better coordination between
pharma and patient organizations.
WHATWESOUGHTTOUNDERSTAND
PREFERENCE
PROMINENCE
VALUE
ENGAGEMENT
IMPROVEMENT

4
• They engage early (pre-treatment)
and often with patient organizations
and intend to increase their
engagement with them over the
next two years—more so than they
intend to do so with pharma.
• The vast majority of patients believe
that pharma companies should be
working with patient organizations
to create a more seamless patient
experience.
• Patients highly value services
from patient organizations – and
use them as the primary go-to
provider for emotional support
and patient communities/support.
• Across the board, they prefer to
use services from patient
organizations over those from
pharmaceutical companies.
WHATDOPATIENTSTHINK
about services from patient organizations?

Patients prefer to use
services from patient
organizations.
Patients rank pharma the
lowest in understanding
them amongst healthcare
players.
Patient organizations
are winning in patient
engagement.
For all six services
questioned, including:
information on therapies
and clinical trials, managing
their condition, emotional
support, community and
patient support groups,
technology to support
them, and financial support.
47% of patients said pharma
companies understood their
emotional, financial and other
needs related to their
condition.
52% of patients are
already engaging more
with patient organizations
on a monthly basis
compared to pharma
companies (35%).
54% of patients said
they are going to engage
with patient organizations
more in the future vs. 35%
with pharma companies.
58% felt that patient
organizations understood
their needs.Over half of patients have
greater trust in and better
experiences with patient
organizations, finding it
easy to engage with them.
KEYFINDINGSSUMMARY
5Copyright © 2019 Accenture. All rights reserved.

6
In terms of helping you manage and recover from your condition, whose services would you prefer to use for each overall area?
Patients prefer to use services from patient
organizations over pharma companies.
Base: Total Respondents (4000) USA (1000) UK (1000) France (1000) Germany (1000)
across all six of the service areas questioned with pharma ranking the lowest in
most services amongst healthcare players including health insurers,
pharmacies and doctor/physicians.
KEY FINDING #1

7
How willing would you be to share detailed information about the daily impact of your condition with each of the following
organizations, if it helped you receive better care?
Patients are willing to share their
data to get better care.
Patients are more willing to share detailed information about the daily impact of their
condition with patient organizations (56%) than they are pharma (49%).
KEY FINDING #1

8
Which of the following are the top reasons that influenced you the most in choosing to liaise and communicate with this
particular patient organization?
Why do patients like engaging
with patient organizations?
Most patients have greater trust in and better experiences with
patient organizations, finding it easy to engage with them.
KEY FINDING #1

9
How well do you believe each of the following organizations understand your emotional, financial, and other needs
related to daily activities affected by your health condition?
Patients say that pharma doesn’t
understand their needs.
Less than half of patients (47%) said pharma companies understood their emotional,
financial and other needs related to their condition—again coming in last compared to
the other players.
KEY FINDING #2

10
What is the emotional and financial
impact of your condition per day?
Don’t underestimate the emotional impact.
Over half (54%) of patients said they feel an emotional impact as a result of
their condition every day. This rose to 72% in the US. Are pharma companies
accounting for this intensive emotional impact on a daily basis in the services
they offer to patients?
KEY FINDING #2

11
How often do you communicate with each of the following organizations to manage your condition at the level that you desire?
s
Patients are already engaging more with patient
organizations on a regular basis (52%).
Compared to pharma companies (35%).
KEY FINDING #3

12
How do you think your engagement
with the following organizations will
change over the next 2 years?
54% of patients said they are going to engage
with patient organizations more in the future.
Compared to 35% for pharma companies.
KEY FINDING #3

13
How do you engage with the services offered by a patient organization?
The new facetime.
While patients are engaging the most with patient organizations by digital means
(online + email), over half of patients are attending events hosted by patient
organizations and calling to talk to a representative over 70% of the time.
KEY FINDING #3

14
Gain a better understanding
of patient needs—earlier
and more often.
of patients said pharma
companies would better
understand my needs…
By collaborating with patient organizations, pharma can:
of all patients use
services from patient
organizations before
treatment begins.
Provide a more seamless
patient experience.
of patients believe
pharma companies
should be working with
patient organizations…
of patients said pharma
companies would better
understand my needs.
Find new value
for patients.
How can partnering with
patient organization
create the potential to
build entirely new patient
experiences?
<1/3
50%
84%
61%
SOWHATDOESTHISMEAN
FORPHARMA?

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CONTACT USKeena Patel
Accenture Life Sciences,
Managing Director,
Intelligent Patient Services
keena.b.patel@accenture.com
Eva Wiedenhöeft
Accenture Life Sciences,
Managing Director, European
Lead—Intelligent Patient Services
eva.wiedenhoeft@accenture.com
linkedin.com/company/
accenture_life_sciences
@AccentureLifeSci
www.accenture.com
/lifesciencesblog
FOR MORE INFORMATION,
PLEASE VISIT:
www.accenture.com/patientservicessurvey
Accenture and its logo are trademarks of Accenture.

Better Together: 2019 Patient Services Survey

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Better Together: 2019 Patient Services Survey