Patient hub services are a vital component of specialty patient care. The right combination of clinical support, technical know-how, operational expertise and tailored service can have a significant impact on quality outcomes.
However, poor hub performance can create a variety of issues — such as a backlog of patients ready to be enrolled — which can lead to delays in treatment and affect outcomes. Hub services are a significant investment. In the face of poor performance, pharma companies may ask, “Am I paying for inefficiency or maximizing value?”
Because patient support programs can be among the largest investments for a brand, both in terms of scale and budget, there can be reluctance to change partners. Considering the process of putting together an RFP, evaluating potential partners and navigating purchasing and contracting processes can feel impossibly time consuming and arduous. Moreover, it’s estimated that a poor transition can lead to service disruptions and a potential loss of revenue. However, the impact of remaining with an underperforming partner, when patients are unable to initiate therapy or drop off due to lack of follow-up, can be even more costly in terms of both outcomes and the bottom line.