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How Healthy are Your Pharmaceutical Patient Access Programs?


Archbow Consulting | Pharmaceutical Patient Access Programs
How Healthy are Your Pharmaceutical Patient Access Programs?


How Healthy are Your Pharmaceutical Patient Access Programs?


We've seen it time and time again. Manufacturers methodically determine the service scope of their patient support solutions and ensure that their plans are well executed to the best of their abilities. Things go well at launch, and then, without necessarily recognizing it, a "set it and forget it" mentality creeps in. Issues arise, and everyone is caught by surprise.


Why does this keep happening?


Despite all the planning and attempts to build effective measurement tools, many manufacturers do not truly know the health of their patient access programs. That lack of real-time awareness allows warning signs to be missed and limits the ability to be proactive in managing potential operational, strategic, and budgetary issues.


Knowing the health of these programs requires more than a strong launch strategy and subsequent quarterly reviews of standard KPIs and general program insights. It requires a deeper dive into the programs to genuinely understand if stakeholders, vendors, and partners are executing against properly established business rules, effectively training the right staff, proactively monitoring the correct quality outputs, looking for opportunities to create efficiencies, and drawing insights from the voice of the customer.


The daily requirements of managing patient access programs often make it difficult to be objectively introspective. However, regular or annual assessments conducted by industry experts can help you determine exactly where your program stands, what underlying gaps/issues exist, and what opportunities you have for potential improvements and strategic growth.


A small investment in this area can pay dividends later and can provide you with the plan you need to systematically manage and improve your network instead of managing crises reactively.


As we explore in our recent whitepaper, How Healthy Are Your Market Access Programs? A Guide to Performing Check-Ups on Your Pharmaceutical Distribution and Patient Access Programs, manufacturers can begin assessing the health of their patient access programs in a variety of ways:

HUB and Patient Support Services

  • Define program priorities

  • Design and execute an assessment plan

  • Analyze and assess results

  • Develop and implement an action plan

  • Develop and implement measurement tools

  • Conduct assessments annually

Performance and Quality Management Framework

  • Remember that what gets measured gets managed

  • Start by implementing a quality program that measures the right performance drivers

  • Determine what measurements are customer-impacting and focus on reimbursement and financial accuracy

  • Ensure program business requirements, Standard Operating Procedures, and training content are documented

  • Create a program scorecard that monitors the performance drivers

  • Accurately monitor performance

For more detail on how and why to perform health check-ups for each of these points, download the whitepaper here.


And, to see the real impact of these types of health assessments, read these case studies:



If you're unsure of the health of your overall program, or even of a few individual components of your program, you're not alone. Even if you're already seeing service disruptions, identifying excessive costs, having service challenges, and receiving negative feedback from stakeholders, it's not too late to make positive changes that will systematically improve your programs.


Some organizations have the staff and experience to complete these check-ups internally. Others need assistance – in the form of outside perspective, strategic design, or tactical implementation. That's where Archbow can help. Monitoring and improving program health are things we do day in and day out, and we're passionate about ensuring that our clients' programs run as efficiently and as effectively as possible. Contact us today to get started.



Archbow Consulting helps pharma and biotech companies design, build, and optimize product distribution and patient access strategies. Archbow was founded by industry veterans to meet a need in the marketplace for consulting options that offer diverse real-world experience, are able to leverage deep connections across the industry, and can also provide actionable strategic guidance. We invite you to learn more about our team, services, and clients’ success, and connect with us via email, LinkedIn, Twitter or subscribing to this blog which you can do below.