Better Together: 2019 Patient Services Survey - Country Results

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. COUNTRY RESULTS
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?

5
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

6
US patients were the most willing to share their data with patient organizations (64%) while patients
in Germany were the least likely to share their data with pharma companies (38%). 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?
Base: Total Respondents (4000) USA (1000) UK (1000) France (1000) Germany (1000)
Patientsarewillingtosharetheirdatatogetbettercare.
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

7
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

8
This gap is even greater in the
US where 61% say they will
increase their engagement with
patient organizations versus just
27% saying they will do so with
pharma companies. 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

9
How do you engage with the services offered by a patient organization?
The new facetime.
While patients in the US are engaging the most with patient organizations by digital means
(online + email), over 60% of patients in France and Germany are attending events hosted by
patient organizations and calling to talk to a representative over 70% of the time.
KEY FINDING #3

10
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?

34%
30%
29%
16%
14%
13%
29%
28%
25%
20%
22%
12%
39%
32%
28%
22%
18%
15%
TOP3PATIENTORGANIZATIONS:US
Chronic Migraine Patients CLL Patients Rheumatoid Arthritis Patients
American
Migraine
Foundation
(AMF)
Migraine
Support
(Facebook
Site)
Migraine
Research
Foundation
Association of
Cancer Online
Resources
(ACOR)
Association of
Community
Cancer Centers
(ACCC)
American Society
of Clinical
Oncology (ASCO)
Arthritis
Foundation
Rheumatoid
Arthritis
Support Group
(Facebook Site)
Rheumatoid
Arthritis Support
Network
Engaged with
over the past 2
years
Interacted
with the most
Base: Total Respondents (4000) USA (1000) UK (1000) France (1000) Germany (1000)Copyright © 2019 Accenture. All rights reserved.

74%
40%
63%
27%
36%
33%
25%
19%
23%
15%
60%
42%
24%
43%
31%
12%
TOP3PATIENTORGANIZATIONS:UK
The Migraine
Trust, U.K.
Leukaemia
CARE (includes
lymphoma)
Arthritis Care
Migraine Action
Association
(MAA)
Macmillan
Cancer Support
CLL Support
Association
(CLLSA)
National
Rheumatoid
Arthritis Society
Arthritis Action
Engaged with
over the past 2
years
Interacted
with the most

53%
33%
33%
40%
25%
23%
38%
26%
26%
23%
15%
14%
48%
43%
33%
36%
30%
22%
TOP3PATIENTORGANIZATIONS:FRANCE
Association
France
Migraine
L’Association de Soutien
et d’Information à la
Leucémie Lymphoïde
Chronique et la maladie
de Waldenström (SILLC)
Association
Française des
Polyarthritiques et
des rhumatismes
inflammatoires
chroniques (AFPric)
Club Migraine
et Céphalées
Société
Française
d'Etudes des
Migraines et
Céphalées
Association
Laurette Fugain
France federation
Leucemie espoir
Association Française
de Lutte Anti-
Rhumatismale
(A.F.L.A.R.)
Association Nationale
de Défense contre l'
Arthrite Rhumatoïde
(ANDAR)
Engaged with
over the past 2
years
Interacted
with the most

66%
39%
57%
28%
44%
37%
27%
29%
27%
18%
57%
53%
46%
47%
TOP3PATIENTORGANIZATIONS:GERMANY
Die Deutsche
Migräne- und
Kopfschmerzg
esellschaft e.V.
(DMKG)
Deutsche
Leukämie- und
Lymphomhilfe
e.V.
Deutsche
Rheuma-Liga
Bundesverband
e.V.
MigräneLiga
Deutsche
Deutsche
Krebshilfe
Deutsche
Gesellschaft für
Rheumatologie
(DGRh) Engaged with
over the past 2
years
Interacted
with the most

15
CONTACT US
linkedin.com/company/
accenture_life_sciences
@AccentureLifeSci
www.accenture.com
/lifesciencesblog
Keena 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
FOR MORE INFORMATION,
PLEASE VISIT:
www.accenture.com/patientservicessurvey
Accenture and its logo are trademarks of Accenture.

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Better Together: 2019 Patient Services Survey - Country Results