Innovative, Personalized, Nurse-Led Care for Those Who Need It Most
Patient support programs have long been essential for patients with chronic or complex medical conditions or those prescribed medications with intricate side effects, providing the resources, aid, and education they need to manage their health effectively. When healthcare professionals (HCPs) and organizations get it right, these programs can help patients improve their medication adherence, reduce their risk of complications, and improve their overall quality of life.
Yet, as digital technologies flourish, a massive opportunity arises to improve existing patient support programs and provide a unique blend of innovation, personalization, patient-centricity, and nurse-led care. Let’s look more closely at the benefits of tech-powered, digital patient support programs, drawing insights from our successful collaborative programs at Concentrix.
What Makes a Successful Tech-Led Patient Support Program?
Patient-centricity and learning are everything when empowering people to manage their illnesses, injuries, or diseases. As such, one of the most valuable elements of any tech-led patient support program is an educational platform.
By providing a wealth of resources, including videos, webinars, and interactive learning modules, patients can access in-depth knowledge about their diseases and associated medications, fostering a sense of control and understanding, which leads to better medication adherence.
Digital analytics tools also enable real-time monitoring of patient data, allowing HCPs to intervene promptly if there are any concerning trends or deviations from the treatment plan. This proactive approach minimizes the risks associated with medication management and contributes to improved patient safety.
Despite the advancement of tech, the human touch is still 100% necessary. Nurse-led patient support programs are particularly effective because they combine the benefits of efficiency and accuracy that technology enables with the skills of an experienced healthcare professional.
Let’s look at some of the real-world benefits we’ve seen at Concentrix.
Success Stories: the Potential Impact of Tech-Led Patient Support
OPALE
Concentrix’s OPALE program focuses on supporting diffuse interstitial lung disease (DILD) patients with continuous, tailored support by integrating digital tools with a dedicated nursing team. Since its inception in 2015, the OPALE program has provided 818 patients with individualized support to address the emotional and psychological challenges associated with DILD. The program resulted in remarkably stable treatment compliance over a nine-month follow-up period, showcasing the effectiveness of these types of hybrid programs.
aXess
Managed by Concentrix and financially supported by Kyowa Kirin Pharma, the aXess program aims to enhance disease management and treatment adherence for X-linked hypophosphatemia (XLH) patients. This rare genetic disorder, which manifests in childhood, requires continuous multidisciplinary care and complex management strategies, including conventional therapy and targeted treatments.
Between 2019 and 2021, 59 patients enrolled in the program, with consistent reports of improved emotional functioning after six months and enhanced physical and school performances after 12 months. By aiding treatment initiation and compliance, reducing anxiety, and promoting self-sufficiency, the program effectively bridges the gap between home care and overall disease management.
While the study faced limitations due to a small cohort and lacked a control group, the observed improvements in patients’ quality of life, including those already on targeted treatment, suggest the program’s positive impact beyond treatment initiation. Yet, the program’s success, marked by high patient satisfaction scores and improvements in all quality-of-life domains, highlights its crucial role in the care pathway for young XLH patients.
SYMPHONIE
Launched in December 2021, the SYMPHONIE program offers comprehensive 12-month support for patients with metastatic breast cancer treated with CDK4/6 inhibitors. Developed in collaboration with ADIIS, supported by Pfizer, and led and run by Concentrix, this initiative focuses on personalized care, including dietary assessments, self-questionnaires, and a dedicated nursing team accessible via a toll-free number for consultations and support.
Emphasizing support during the critical initial treatment phase, SYMPHONIE also facilitates check-up calls with nurses, coordinates care with HCPs, and uses SMS reminders and a secure platform for sharing updates with doctors, ensuring seamless treatment management.
The primary objective of SYMPHONIE is to alleviate the burden on both cancer patients and their healthcare teams, allowing them to concentrate on essential aspects of care and improving overall quality of life.
The Concentrix Difference
At Concentrix, our tech-led patient support programs are spearheaded by experienced nurses who conduct virtual consultations, providing patients with personalized guidance and addressing any queries related to their condition and treatment. The goal we always aim for is to bridge the gap between patients and HCPs, ensuring continuous support and boosting the patient’s sense of security and trust in the healthcare system. Our approach leverages omnichannel services—like phone calls, self-help resources, chat, or email—enabling us to assist a larger number of patients simultaneously compared to face-to-face HCP interactions. We’re able to support a vast patient population with digital solutions that also serve as tools for triaging and identifying which patients require more direct interaction. We can then focus our attention on supporting those at higher risk with health coaches and nurses.
In France, for example, we operate a preventative public service helpline for quitting smoking. Our first-line teams provide an initial consultation to gauge the caller’s commitment and need, then escalate callers to our smoke cessation therapists if they need ongoing support, typically over a six-week program. We’ve observed that about 50% of participants successfully quit smoking within this period. It’s a great example of how digital, remote triage can help solve chronic problems.
To further enhance patient care, we’re able to help our HCP partners integrate customized medication management tools, including reminders, dosage tracking, and alerts for potential side effects. These tools empower patients to take an active role in their treatment journey, minimizing the risk of adverse events and improving overall treatment outcomes—we’ve seen that the more you embed digital platforms, the more you can allow patients to give feedback without needing to speak to health coaches or nurses. It’s a win-win on every level.
We also foster a sense of community by facilitating online forums and support groups, connecting patients facing similar challenges. This peer-to-peer support proves invaluable in mitigating feelings of isolation, providing a platform for shared experiences, and promoting emotional well-being.
And we wouldn’t be an international organization without breaking down some geographical barriers! We’re proud to offer patients in remote areas access to the same level of support as those in urban centers, giving crucial care to individuals who struggle to find resources locally.
Above all, our successful projects have shown us the potential impact and importance of tech-led patient support programs in the pharmaceutical and healthcare industries. This synergy of technology and human expertise gives individuals with rare diseases a chance to address the distinctive challenges they face on a daily basis, benefitting everybody involved.
We’d love to explore more opportunities like this, so contact us today to chat about potential collaborations.
Emma Bouche
VP, Digital Experience Technologies
