Multichannel patient-centered support programme
ChallengeDevelop and implement a patient-centred support programme that offers a high level of service to a dynamic and diverse customer base.
TruthTailored experiences lead to high levels of patient engagement and commitment to their treatment plan.
SolutionOur creative approach to patient communications led us to develop a patient support programme comprised of a multichannel service centre tailored to patients’ preferences. We crafted a high touch, high tech ecosystem that appealed to different patient types, ensuring that the patient perspective was central. Using a combination of call centres, smartphone apps, websites, patient brochures and one-to-one interactions with field nurses, patients living with multiple sclerosis experienced a dynamic, flexible approach that suited their needs. Ultimately, the support programme led to increased levels of compliance with treatment plans.