Re-imagining Patient Experience

We designed a world-leading new specialty healthcare service for a global pharma company

The challenge

The company has a successful primary care business model but an emerging specialty and rare disease portfolio was meeting significant barriers to entry and difficult value conversations with payer organisations. 

PEN was asked to find ways to address these challenges in new and patient-centric ways.

Our approach

We tackled this challenge by combining world class service design based on patient journey mapping, detailed analysis of the specialist care pathway, and an assessment of their current organisational capabilities. 

The combined approached allowed us to design a unique service solution that provides support to patients, helps doctors coordinate care, and creates a competitive advantage for our client. 

The solution was specifically designed to improve health outcomes and develop real world evidence that will help to support ongoing life cycle management and reimbursement discussions.

The outcome

Based on our recommendations, leadership decided to simultaneously develop a drug-service proposition and pilot a completely new business model around a service offering that takes accountability for large parts of the care pathway with a capitated reimbursement model based on clinical and experience outcomes.