Rare Disease Patient Services Customer Needs and Competitive Landscape Diagnostic

A mid-size biotech company needed to have a third party assessment of its  patient support programs (PSPs) for two of its rare disease therapies to ensure that the programs and services they had developed were perceived by their customers as being of high quality and differentiated.

Our team used a three-stage approach to achieve the client’s objectives.  Our first goal was to define the current patient services journey and document the competitive landscape.  This effort, supported by primary and secondary research, provided a solid foundation on which to build.  Second, we developed a patient services diagnostic framework that aligned with the patient services journey and competitive landscape. We then pressure-tested this via primary research with a wide range of stakeholders, including physicians, nurses, and office staff.  A workshop with key client stakeholders to review our findings capped off this part of the project. Finally, we outlined our strategic recommendations, which included a plan of action with near-term “quick wins” as well as long-term actions.

As a result of our work, the client gained a much deeper understanding of what it would take to achieve its patient support objectives and the value of the strategic choices that were made to support this patient population.  The client’s leadership team appreciated the depth and comprehensive assessment of the program that was completed and retained Blue Matter to support implementation of the recommended services changes.