Case Study

Patient Satisfaction in a Patient Assistance Program

PeopleMetrics teamed with Alnylam Pharmaceuticals to help identify and analyze patient satisfaction rates with its patient assistance program. Alnylam Pharmaceuticals develops innovative therapies for patients. Its patient assistance program helps patients start on these therapies in part by providing education and financial assistance to eligible patients.

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Problem

 

The healthcare company wants to ensure its support services are meeting the needs of patients. In 2020, patients using their support reported an 87% satisfaction rate, a decrease from the prior period. The healthcare company wanted to understand patient perceptions of the patient support program to gain clear direction for driving program improvements.

 

Details

 

Based on patient feedback through the survey program, PeopleMetrics & the healthcare company were able to identify some key areas where improvements were needed. PeopleMetrics recommended that the healthcare company develop an experience map to understand the process for patients as they interact with the patient assistance program. The experience map would display major steps in onboarding a patient and noting who is involved at each step. Additionally, recommendations were made to reevaluate educational resources for both patients and office contacts.

 

Outcomes

 

In 2021, the healthcare company experienced a 92% satisfaction rate among patients: a 5%-point increase from the prior 87% satisfaction rate in 2020. Through the consistent feedback received from patients, the healthcare company was able to identify areas of improvement needed, put processes in place, and helped ensure that patients received the tailored support necessary to begin on treatment.

Through the survey data provided by PeopleMetrics, the healthcare company was able to:

  • Understand patient perceptions of the patient assistance program as they interact with the program.
  • Identify deficits for patients to drive program updates.
  • Improve customer service feedback on patients' experience interacting with the program.
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