Patient Services: Pharma’s Best Kept Secret

Accenture Life Sciences
Rethink Reshape Restructure…for better patient outcomes
Global Summary
Patient Services:
Pharma’s Best Kept Secret
Key findings and insights from a survey of 10,000 patients
around the world on their unmet service needs in seven
therapeutic areas across the patient journey.

Copyright © 2015 Accenture. All rights reserved. 2
Seven therapeutic areas
About the Research
Heart Lungs Brain Cancer Immune
System
Bones Hormones/
Metabolism
10,000
(2,000 per country)
Online survey of 10,000
patients across 5
geographies and 7
therapeutic areas to
provide unparalleled
insights on unmet
services needs across
the patient journey.
=
Brazil
UK
US
France
Germany

Key Findings Summary

65%
of all patients
surveyed said pre-
treatment is the
most frustrating
period.
Patients want more help before they are being treated.1
Note: Percentages are the aggregated average across all services areas.
Patients greatest
frustration is lack of
notification for being at
risk for a condition.
34%
44%
for patients with
immune diseases.
Frustration rises to

• Generally, can you recall which stage of your treatment period was the
most frustrating for you based on the level of care and service
received from healthcare professionals?
Key Finding 1
Pre-treatment
I don't know.They all blur together and
each stage had some frustrations
After I started my treatment
Base: Total Respondents (10,000)
Pre-treatment is consistently the most frustrating time for patients.
Patients want more help before they are being treated.
Generally, can you recall which stage of your treatment period was the most frustrating
for you based on the level of care and service received from healthcare professionals?Q

Patients’ greatest frustration is little notification of being at risk for a
condition.
Which of the following challenges or frustrations have you experienced before diagnosis?
Patients want more help before they are being treated.
Key Finding 1
Q
Lowest
frustration
Highest
frustration 34%
Little warning that I might
be at risk for this condition
before I experienced
symptoms
23%
Lack of help to ensure
I have an up to
date/ongoing full medical
history to share with all
medical professionals
Lack of help with
understanding
alternative/holistic
health remedies
available

<1/5Less than one out
of five patients
(19%) are aware of
the services
available to them.
21%
Immune
Diseases
& Cancer20%
Brain
19%
Hormones/
Metabolism
18%
Lungs,
Bones
& Heart
Patients are generally not aware of the services that are
available to help them.
Awareness is low across all
therapeutic areas.

Base: Total sample (10,000)
Less than one out of five patients (19%)* are aware of services available to
help them. Awareness is low across all therapeutic areas.
*Aggregate awareness
across all services.
Patients are generally not aware of the services that are
available to help them.

58%
of patients use
services when they
are aware of them.
When patients are aware of services, they use them.
Usage varies but is still generally high across all services.
Lowest
use
Highest
use
69%
Obtaining information on
your specific condition.
47%
Getting information about which
support groups are available.

Key Finding 3
Please note that the bases for each statement varies (these can be found in the data tables)
Aware service was available
(aggregated average 19%)
Services used
(aggregated average 58%)
Obtaining information on your specific condition
Getting referrals for/advice on specialists
Getting detailed information on your treatment options
Obtaining reliable info on how to better manage my
condition and understand if I am getting worse
Getting insurance coverage
Help getting appointments at convenient times to see
a specialist/doctors/have tests, etc.
Help to ensure I have an up to date/full medical history
to share with all medical professionals
Getting information on which support groups are
available
When patients are aware of services, they use them.
Usage varies but is still generally high across all services.

79%
of patients value
patient services.
Patients value services across all disease states.
Nearly eight in ten (79%) rate the services used as ‘extremely’ or ‘very’
valuable.
Lowest
value
Highest
value
83%
Getting insurance
coverage.
69%
Getting information on which
support groups are available.

Patients value services across all disease states.
Base: Total use (varies for each service)
Aggregate
value across
all services
79%
Percentage rating
‘extremely’ or
‘very’ valuable.
Key Finding 4
Value is high across all therapeutic areas.

67%
Doctors are
one of the
primary
sources of
information
for the
majority of
patients…
1st choice
85%
want this to be
their healthcare
professional.
but digital
channels are
a close
second at
57%
(62% for 18-30
year olds).
2nd choice
87%
of patients want
one point of
contact to help
them manage
their health...
Patients want their healthcare professionals to be the primary
source of information on what services they need to manage
their health, but digital channels play a key role as well.
1%
want this to be
their
pharmaceutical
companies.

1: Percentage of respondents that mentioned one or more digital channel including medical websites/online communities
2: Percentage of respondents that mentioned one or more other source, including books, magazines
.
62%
of 18-30 year olds say
digital is a key channel
Which three of the following methods did you use the most to get help/information in
relation to your condition?
Q
Patients want their healthcare professionals to be the primary
source of information on what services they need to manage
their health, but digital channels play a key role as well.
Doctors are one of the top information sources for the majority of patients
(67%) but digital is a close second with 57%.

Implications for
Pharmaceutical
Companies

Pharmaceutical companies are missing a significant opportunity to
provide services to patients prior to them being treated for a
condition.
• Most pharma companies have services
(or are considering creating them)
focused on post-treatment.
• Offering pre-treatment services can
allow pharma companies to become
the “go to” resource from the
beginning of the patient journey.
• Doing so presents a “first-mover
advantage”.

The best way to make patients aware of the services is through
healthcare professionals.
• Most pharma are marketing their
services to patients versus healthcare
professionals.
• But healthcare professionals—doctors in
particular, but also specialists, nurses and
pharmacists—are viewed as the primary
trusted advisors by most patients.
• Healthcare professionals are therefore
best suited to make patients aware of
these services.
• Services should be packaged to help time
constrained healthcare professionals
better serve their patients.

Pharmaceutical companies need to invest as much in the
communication and coordination of the services as they do in
building them.
• Few pharmaceutical companies are making
patient services part of their day to day
conversations with healthcare
professionals.
• Pharmaceutical companies can make this
happen by enlisting their salesforce who
are already meeting with healthcare
professionals.
• But they will need to shift conversations to
patient outcomes and how the combination
of products and services help achieve the
desired outcome.
• This conversation should be communicated
across multiple channels and coordinated
across key healthcare stakeholders.

Let’s Connect
Tony Romito
anthony.r.romito@accenture.com
Ray Pressburger
ramon.w.pressburger@accenture.com
Eva Wiedenhöft
eva.wiedenhoeft@accenture.com
@AccentureLifSci
Vincent Mittoux
vincent.mittoux@accenture.com
Mark Fisher
mark.a.ﬁsher@accenture.com
Marcelo Duerto
marcelo.v.duerto@accenture.com
Accenture Life Sciences Blog
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Patient Services: Pharma’s Best Kept Secret

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