Patient Support Programs (PSPs)

Drive adherence. Improve efficacy.

The journey to better patient outcomes starts with Connected Care.

Connected Care brings together Harte Hanks’ best-in-class CX and fulfillment capabilities to deliver life-changing patient outcomes. We have more than 15 years of experience designing, integrating and executing Patient Support Programs (PSPs) sponsored by top pharmaceutical companies in more than 20 countries.

With our comprehensive understanding of regional nuances and tactical strategy, we deliver bespoke programs that improve clinical outcomes, encourage adherence and optimize the experiences of HCPs and patients and every stage in the treatment journey.

Contact our patient support program team

Challenges we solve

Our Patient Support Programs (PSPs) are designed to remove barriers to optimal patient care. From emotional support to self-monitoring and dosage tracking, we build solutions that connect patients to caregivers across all digital and physical touchpoints.

Patient enablement

Overcoming practical barriers to full adherence, including access to refills and resources, commuting to appointments, missed dosages and forgetfulness.

Patient education

Providing educational materials to help patients self-administer treatments in the comfort of their homes, safely and effectively.

Patient support

Bridging the gap between HCPs, caregivers, payers and patients with virtual care and monitoring tools that inspire better healthcare outcomes.

Global execution

Navigating global nuances by building localized instances based on unique national regulations, treatment journeys and cultural affinities.

Opt-in and enrollment

Onboarding patients and HCPs quickly with easy, secure opt-in – fully compliant with all Pharmaceutical Code of Ethics and privacy standards.

Patient wellbeing

Supporting patients through obstacles that lead to non-adherence, such as fear to administer, risk to long-term health and improved physical wellbeing.

Encouraging adherence at every stage in the treatment journey.

Digital platforms and portals
Patient enrollment/opt-in
Self-monitoring tools
CRM and analytics

Multichannel disease education
Content, UX and creative
Fulfillment services
Personalized interactions

Our Patient Support Program (PSP) solutions

Our Connected Care programs are customized to each patient’s unique treatment requirements. Using a flexible set of components, we facilitate communication, interaction, insights and virtual support to help practitioners meet their patients where they are – digitally, physically and emotionally.

Behavioral insights

The closer we are to patients behaviorally, the closer we are to understanding and better serving them. We analyze emerging emotions and resulting behaviors to make science-led decisions based on segment, moment in the journey and personal preferences.

Holistic 360° patient profiles

Creating and maintaining actionable personas to guide content creation, reveal emotional tension and uncover the needs, values and channels that shape patient actions.

Patient segmentation

Segmenting patients based on multiple static and dynamic behavioral drivers that inform onboarding optimization and 1:1 support strategy.

Longitudinal patient view

Informing engagement strategy design and the timing of interventions based on prior learning and global drivers of emerging behavior.

Easy access platforms and portals

We provide patients with a suite of tools that help them to feel confident with their disease management, expertly-informed about their treatment journey, and fully connected to their healthcare team. From landing pages to portals and apps: Our solutions are always compliant to user preferences and privacy regulations.

Website/platform development
Self-monitoring tools
UX design and app development
Easy enrollment portals

Digital and traditional channel implementation

We build solutions across all traditional and digital channels to optimize the experience for key healthcare stakeholders. Using an integrated mix, our virtual and point-of-care implementations help providers deliver smoother onboarding processes and accessible, relevant patient communications.

Digital content creation
Inbound and outbound support
Leaflet and brochure design
Print fulfillment

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Personalized content and touchpoints

Supporting patient and HCP education through dynamic, personalized experiences that serve their specific needs and behaviours. By delivering data-driven, meaningful content, we drive relevance for enrollees, removing barriers to participation and program sustainability.

Personalized SMS reminders
Customized content
Advanced segmentation
Omnichannel delivery

Meaningful,-behaviourally-focused-touchpoints

Fulfillment execution

Our North American fulfillment operations enable seamless delivery of physical materials and personalized communications. From treatment starter kits to OTC sample fulfillment, we ensure every provider has the necessary resources to deliver swift, smooth and highly effective patient experiences.

Treatment starter kits
OTC sample fulfillment
Print communications

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Integration and visibility

Our programs are built on outcome-based partnerships between HCPs, nurses, pharmaceutical providers and caregivers. We prioritize the communication and patient monitoring needs of all relevant stakeholders, increasing visibility and reducing disconnect across the treatment lifecycle.

Customer relationship management (CRM)
Analytics and data management
Caregiver integration

Why Harte Hanks?

Patient centricity

Patients are at the heart of everything we do. Using predictive modeling we identify patterns and implement optimizations that inspire patients to navigate more positively through their treatment regimes.

Stakeholder implementation

Co-creation is essential to mutual buy-in and continued advocacy. We work alongside cross-functional teams to build well-balanced, meaningful programs that ensure a smooth stakeholder approval process and a timely launch.

Optimized enrollment

Thoughtful planning of communication and enrollment strategy is essential. Our activation strategically engages HCPs, nurses and other relevant parties at optimal timings to improve treatment delivery and effectiveness.

Adaptive and agile

We’re committed to building sustainable, adaptive PSPs by continually refining programs based on key behavioral motivators, shifting attitudes and rapidly changing expectations around treatment and therapy.

Of the multiple vendors we engaged with to launch this program, Harte Hanks stood out because of their commitment to exceptional customer service and patient care, and based on how quickly they are able to execute technology solutions. They are true leaders in customer experience and have helped us achieve the strongest customer satisfaction ratings we’ve seen from our patients.

Clients’ Senior Product Manager

PATIENT EXPERIENCE, HEALTHCARE COMPANY

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