Challenge

Develop and implement a patient-centred support programme that offers a high level of service to a dynamic and diverse customer base.

Truth

Tailored experiences lead to high levels of patient engagement and commitment to their treatment plan.

Solution

Our 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.