A thought experiment: Put yourself in the patient’s position.

You’ve recently been diagnosed with a chronic condition, or your doctors still aren’t sure how to diagnose you. You want to live healthier and feel better, but every day is a battle for clarity. 

You’ve seen dozens of healthcare providers, tried dozens of treatments, and spent dozens (although it feels more like hundreds) of hours on the phone with your insurance company. Yet, despite all the individuals involved in your healthcare journey, at the end of the day, you feel alone with your condition.

The lack of comprehensive, data-driven visibility into the patient journey is a critical challenge facing the healthcare industry and life sciences today. Without capturing and viewing real-time patient data, care coordination suffers, the time to effective treatment extends, and outcomes decline. 

However, there is a solution: by investing in infrastructure to enable connected data and patient journey analytics, life sciences companies can enhance patient engagement, improve conversion rates, and boost patient adherence rates.

Understanding the Patient Journey

Patients, caregivers, and loved ones can face countless medical appointments and administrative hurdles before an effective therapy is prescribed and initiated. (This assumes, of course, that an approved treatment option exists.) Each healthcare patient journey has its own specific steps and processes, depending on the type of treatment, and nowhere is this complexity more obvious than in the specialty medicine arena.

Specialty medicines refer to high-cost, high-complexity therapies often used to treat chronic conditions or rare diseases. Due to their unique nature, these medications typically require specialized handling, administration, or monitoring (for adverse side effects or desired health outcomes) that is usually managed by a subset of healthcare providers (e.g., specialty infusion provider). 

In the case of specialty medicines, specialized software like a patient CRM can help obtain missing information, efficiently navigate access pathways, coordinate injection training or titration processes, manage prior authorizations, and more. 

Patient-focused CRMs are built to handle the realities of the complex healthcare ecosystem and the diverse needs of patient journey mapping. These systems can effectively automate and measure the various steps and processes encountered by patients, caregivers, and healthcare providers, providing analytics to continuously iterate and optimize program performance.

An effective patient-focused CRM can leverage analytics to:

• Customize each patient’s unique journey
• Identify and prevent bottlenecks that hamper the next best step in patient care
• Guide internal teams through each patient’s key stages and milestones

Achieving this level of patient-centricity, especially in the case of complex specialty treatments, requires top-down commitment to an exceptional patient experience that is backed up with internal investment in resources and technology. With the right CRM solution, companies can build, manage, and optimize their patient support programs, with analytics at the heart of the program. 

The Role of Analytics in the Biopharma Patient Journey

Analytics are integral to patient journey research and mapping, the selected CRM solution, and the ongoing optimization of patient journeys. The reality, however, is much different.

Simply put, the state of analytics in modern biopharma is anything but modern. Patient data remains largely disconnected across internal and external systems, and although information abounds, most systems and teams struggle to apply and leverage it effectively.

As a result, there’s little visibility into the end-to-end patient journey. This lack of visibility, coupled with incomplete data, results in minimal understanding of why patients never start or discontinue therapy. All of this negatively impacts patient outcomes.

The purpose of patient journey analytics isn’t just to offer insights into the journey and patient behaviors at any point in time; it’s to leverage these insights to continuously enhance several critical aspects:

• Patient Access: Ensuring patients can quickly and easily access the necessary treatments.
• Ongoing Education and Engagement: Providing continuous, personalized education and engagement to keep patients informed and motivated.
• Patient Adherence: Helping patients stick to their prescribed treatment plans to achieve the best possible outcomes.
• Overall Performance: Improving the effectiveness of patient support programs by identifying and addressing gaps.

By using analytics to identify pain points in your patient journey, you can begin to address them, leading to improved conversion and a better overall patient experience across the healthcare journey.

Improving Patient Engagement and Outcomes

How can something as seemingly impersonal as analytics bring not just strategy but personalization and empathy—warmth—to the patient’s healthcare experience? By improving patient engagement and communication through three key features:

1. Tailored Dashboards: In the case of the Courier Health Platform, this serves as the user’s mission control, providing visibility into where their patients stand across various stages/patient milestones. These dashboards include recommended actions based on predictive analytics to help prioritize which patients or providers need to be contacted. This minimizes the likelihood of patients falling through the cracks, offering a proactive approach to patient engagement compared to outdated, manual methods of tracking across multiple reports and systems. With the right information at their fingertips, your teams can focus on more strategic engagement and show up present and prepared across patient and provider interactions.
2. Built-in Reporting: Built-in reports identify broader trends and provide opportunities for performance improvement. They incorporate metrics that are crucial for optimizing patient engagement and outcomes, such as:
   1. Average time to therapy
   2. Average time spent in specific parts of the patient funnel
   3. Prior authorization (PA) submission rates by healthcare provider
   4. Team performance metrics (e.g., patient load per team member)‍
3. Predictive Analytics: With the right data foundation in place, predictive models play a significant role in improving patient engagement, particularly in rare or ultra-rare disease states where the patient population is small. These models, for example, can identify at-risk patients or programs, helping to identify earlier intervention points for the team to act on.

Patient engagement isn’t the only area where analytics make a significant impact. By providing a clearer view of overall program performance, patient journey analytics enable leadership teams to review and refine their strategies more regularly to drive greater patient and healthcare outcomes.

The impact of analytics on enabling a smoother patient journey can be summed up in this axiom: You can’t manage what you can’t measure. This holds true for every stakeholder in healthcare and life sciences today.

Streamlining Operational Efficiency

Whether you’re a pharmaceutical manufacturer trying to bring a product to market or a provider working to deliver treatments to patients, gaps in patient journey mapping and analytics can significantly impede operational performance.

Across the entire healthcare patient journey, analytics provide a clear view of how different teams and departments interact, helping to identify and address bottlenecks that may slow down patient care:

• Patient Services: Analytics can help healthcare services teams track and enhance the efficiency of their interactions, ensuring patients receive timely support throughout their journey.
• Field Access and Reimbursement Processes: Analytics can uncover issues in the field, such as challenges with prior authorizations or reimbursement delays, allowing for quicker resolutions and smoother operations.
• Medical Affairs: Analytics offer insights into how medical affairs teams can better align their efforts with broader commercial strategies, ensuring consistency and effectiveness in patient engagement.
• Field Teams and Marketing Strategies: By analyzing data across sales,  marketing, and field teams, brand leaders can refine their approaches, targeting the right audiences with the right messages to drive the desired outcomes.

When connected data and insights are at the core of your commercial program, you create a feedback loop that will enable agility and continuous improvement. Over time, this leads to identifying and eliminating barriers and amplifying opportunities, ultimately enhancing the patient journey and overall outcomes. 

Patient Journey Analytics: The Key to Improving Outcomes

Here’s the good news: The systems necessary to make patient journey analytics the backbone of the biopharma patient experience are available today. By connecting the patient journey with data-driven insights, patient-focused CRMs are playing a critical role in improving patient satisfaction and ongoing care.

The ultimate goal? Bringing visibility, control, and compliant coordination into the patient journey map so that patients and prescribers can achieve more seamless, personalized engagement and support—not as an afterthought, but as the basis of care.

Courier Health is a purpose-driven company reimagining how people living with chronic conditions and rare illnesses get support. Companies from small biotechs to large market specialty organizations trust our patient-focused CRM software to streamline the patient journey from diagnosis to treatment and beyond. Contact us today if you’re ready to take control of your data and leverage analytics to improve patient outcomes.