How to know if your program needs to be optimized

June 12, 2018

 

Being responsible for a pharmaceutical patient support program can be a lot like owning a car.  In both cases, after tons of research, talking with peers, and stretching (or shrinking) the budget, we purchase something we believe to be the perfect fit for our needs.

 

While some car owners follow the recommended preventive maintenance schedule, others don’t visit the mechanic until they hear a funny noise.  The same approach is often applied to HUBs, PAPs, and other patient support programs.

 

Just like with preventative maintenance on a car, proactive program optimization allows you to stay ahead of potential performance issues and keep your program fine-tuned for success.  Building proactive optimization strategies into a program at inception is the smartest way to keep it on-track, consistently, over time. 

 

But, for any number of reasons, proactive optimization may not be a part of an existing program. Often, these programs fail to meet expectations over time. 

 

Every program has its story.  Optimizing is about moving forward to a new, and better, chapter.

 

When I worked for a pharma company, I optimized my own programs. As a service provider, I optimized program after program to help clients stay ahead of the competition. Now as a consultant, I advise others on optimization strategies. 

 

When asked the big question, “How do I know if my program needs to be optimized?” I share this list:

 

  • Does your program seem misaligned with the overall brand ecosystem?

  • Does your program face consistent escalations?

  • Is your sales force focused more on HUB process and pull-through than selling?

  • Does your program metrics data seem “off”?

  • Do seemingly small process changes cause setbacks?

  • Does your team seem busy but unproductive?

  • Do your vendor contacts seem to be burned out?

  • Are you hearing conflicting information from your vendor and HCPs related to cycle time or specific services?

  • Do you have low HCP and patient satisfaction ratings?

  • Is your program staff consistently working overtime?

 

If you answered “yes” to one or more of the questions above, program optimization likely makes sense. 

 

If you’re preparing to launch a new program, I strongly recommend building proactive optimization strategies into your program plan now.

 

Archbow can help with your program optimization.  We’ve had our heads under the hoods of a lot of programs and are experienced at designing proactive optimization approaches, and identifying room for improvement, analyzing vendor performance, and modernizing technology in existing programs. Contact us today to get started.

 

 

 

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