How Protean Helped a Pharmaceutical Manufacturer Monitor the Quality of their Patient Services Programs
By Lee Ann Steadman, Partner & John Chatas, Senior Consultant
Many pharmaceutical manufacturers have lacked the ability to monitor, track and report on the performance of their Patient Services Program (PSP) offerings. More specifically, they have lacked methodologies that capture how well a vendor or the internally-run program is performing. The lack of program performance metrics (beyond just contracted Service Level Agreements or SLAs), or adaptation on the manufacturer's part due to data not being tracked, may lead to users not fully utilizing or engaging with the PSP as intended. Ultimately, it may negatively impact a patient's ability to access treatment.