The role of the PSP provider in therapeutic compliance: design, co-design, planning and technological solutions

Patient Support Programs (PSPs) consist of a set of integrated interdisciplinary services, provided by specialized and digital professionals and operators. PSPs include traditional solutions and innovative technological tools to reach the patient and his family with the aim of improving compliance with therapy and quality of life by monitoring the development of the disease. Different and complementary to other existing service models, they do not replace, but integrate the activities that the national health service intends for the benefit of patients.

Patient engagement, Empowerment and attention to the person

PSPs offer reliable solutions even in light of the still existing partial regulatory vacuum. Article 4.7 deals with this. in the Farmindustria Code of Ethics, according to which a PSP must, among other things, guarantee drug monitoring and ensure the patient’s privacy. Healthcare companies and medical experts in treatment centers are involved in the design of PSPs and have the important role of validating the services that the provider offers together with the pharmaceutical company. In the design phase of the program, it is important to identify and respond in the most appropriate ways to patients’ needs. Patient engagement and empowerment are fundamental as they promote adherence to therapy and proper and continuous monitoring of the patient’s state of health. The latter must, together with his caregiver, train himself to become more autonomous in the handling of the therapy. It is therefore important to guarantee personal psychological support, maintain contact with the center’s doctor, who remains the actual “director” of the treatments. The latter has a mandate to monitor the correct therapeutic path and support continuity of treatment even at home.

Expert patients and opinion leadership

In addition to the figure of the attending physician, the involvement of “expert patients” representing a person is crucial in the design of the PSP. property d’union between companies, patient associations and the sick themselves. These contacts have direct knowledge of the pathology, as well as possess competence and experience in drug research and development, regulatory or advocacy, with the ability to promote and support many patients’ causes and needs in the absence of any conflict of interest.

In the design phase of the Patient Journey in PSP, the involvement of Key opinion leaders (Kol) is also fundamental: physicians and healthcare professionals who are authoritative in the therapeutic reference area, who can guarantee patients correct information, “protected” from distorted indications and false news.

Services tailored to the patient’s needs

In the set of territorial services typically provided in a PSP, there is onboarding by the physician at the center to deepen the knowledge of the operator of the PSP provider to which the physician will entrust his patients, as well as the patient himself who arrives in this way taken over and enters into a “three-way pact” with the doctor and the PSP provider’s territorial operator. Specific personalized specialist support paths can be activated in the home, which have different benefits for the patient / caregiver:

  • they train for independence in the management and self-administration of therapy
  • they also provide technical support in the use of digital tools
  • they provide physical and / or psychological support and provide targeted counseling
  • complement the holistic approach through integrated interdisciplinary support
  • they reduce the logistical and organizational discomfort of accessing therapy.

Remote services consist of activities, planned on the basis of the Patient Journey, by specialized operators of the Operations Center, who can be contacted during service hours via a dedicated toll-free number. The first “welcome call” contact is made by operators experienced in the management of chronic patients and offers a welcome service, technical support for the use of self-administration equipment and the collection of any pharmacovigilance reports.

Services for sending SMS and e-mails and reminders, technological support for doctors and patients, information and communication web portals between patient, doctor at the center and operators of the PSP provider are available and can be customized.

All of these activities, delivered locally and externally, are also inspired by the “Hub & Spoke” model, already active in traditional healthcare, with a view to highly qualified and integrated multi-specialist management.

A groundbreaking service

PSP design and implementation requires specific and interdisciplinary skills: Human AssistCare specializes in the design and implementation of PSPs, with many years of experience, integrated services managed by a team of presenters, specialized legal and technological support and an operations center that is always active.

The Human AssistCare team of professionals undergoes ongoing quality training, is characterized by a low turnover, which promotes cooperation and efficiency in relation to doctors and patients. Human AssistCare is a state-of-the-art reality with programs that truly improve the health and quality of life of thousands of people with chronic illnesses as well as their relatives and families.

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