Patient Centric Technology - Leverage integrated technology to engage patients and collect data directly
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Presentation by John Reites at DIA Conference on 15Jun2015 in Washington, DC.
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Patient Centric Technology - Leverage integrated technology to engage patients and collect data directly
- 1. 1 Patient Centric Technology Leverage integrated technology to engage patients and collect data directly John Reites Sr. Director, Health Engagement Quintiles @johnreites
- 2. 2 The views and opinions expressed in the following PowerPoint slides are those of the individual presenter and should not be attributed to Drug Information Association, Inc. (“DIA”), its directors, officers, employees, volunteers, members, chapters, councils, Communities or affiliates, or any organization with which the presenter is employed or affiliated. These PowerPoint slides are the intellectual property of the individual presenter and are protected under the copyright laws of the United States of America and other countries. Used by permission. All rights reserved. Drug Information Association, Drug Information Association Inc., DIA and DIA logo are registered trademarks. All other trademarks are the property of their respective owners. Disclaimer
- 3. 3 PATIENT: John Reites ADDRESS: 123 ANYWHERE WAY HERE, NC 00000 PATIENT ID: #012-064 DATE: FEB 28 2011 PHONE: 999-555-5555 PATIENT ID CARD
- 4. 4 Industry challenge: Real-world patient retention The challenge Improve patient retention and reporting compliance in long-term real-world studies via increased engagement Enhance site and patient experience Reduce site burden and data gaps in PRO collection Minimize lost to follow-up Lower Costs of data collection
- 5. 5 Technology is key to enabling patient centricity in research
- 6. 6 Patient innovation via direct-to-patient research Direct-to-patient programs Global relationship management ePRO + chart integration Custom patient communities Labs + digital health devices Patient communities
- 7. 7 Technology is a key component Scientific and patient engagement expertise Patient-centric approach Proven global processes Proprietary Quintiles Infosario® platform Platform • Intuitive navigation • Multi-channel communication tailored to patient preference and response • Global, direct to patient payments triggered by data completion • Real time analytics and reporting • Call center escalations triggered by system • System compliance Expertise • Scientific and design experience • Patient-centric communication programs tailored to protocol Process • Global project management and Regulatory/IRB/EC experience • Global engagement principals developed by specialists: regulatory, ethics, cultural, privacy, digital enablement • “Digital First” approach, with automated collection and support escalation
- 8. 8 Engagement automation and optimization Direct Patient Engagement Digital welcome email/text Engagement content Data collection Patient payments Retention escalation Engagement Platform Patient engagement outreach, data collection, reporting, analytics, etc. Investigator consents patient
- 10. 10 Benefits of patient centric solutions Engagement Enhanced patient experience improves retention and compliance Savings Enabling technology reduces cost of patient data collection Evidence Generated by patients, for patients to inform real-world and late phase research Retention Reduces site burden
- 11. 11 Publication Journal of Health Information Management HiMSS Publication Purpose Patient Engagement Link http://www.jhimdigital.org /jhim/spring_2014?pg=54 #pg52
- 12. 12 Source: HRI Consumer Survey, PwC, 2013
- 13. 13 John Reites Sr. Director, Health Engagement Quintiles @johnreites Join the conversation #DIA2015 Thank You
Notas del editor
- This is a replica of my patient ID card. Tell story of finding study, enrolling, but then becoming a clinical study drop-out. Who has enrolled in a clinical study before? Personally found the process to enroll not complicated Post enrollment is when the challenges started
- Action patient innovation via relationships and research directly with patients Our depth of experience and insights with patients has been strengthened by the support we provide through our own patient communities. Since 2007, we have managed our six (6) patient communities with growth to over 3.4 million members in seven (7) countries [US, UK, France, Germany, Spain, Brazil and Australia]. These Quintiles Patient Communities include; MediGuard.org - our medication monitoring service ClinicalResearch.com, our clinical trial matching service and Our condition specific Facebook communities including I Am More Than Lupus. I Am More Than Diabetes, I Am More Than MS and Alzheimer’s Together. We have pioneered direct-to-patient research programs that include building custom, protocol-based study communities with digital recruitment, a central investigator only and de-identified data collection via ePRO, medical chart integration, labs and digital health devices. This innovative approach to research has enabled novel study designs to move from thoughts to action.
- Key messages: Mixed direct-to-patient engagement methods for a study defined schedule of events Approach can be adapted and translated for use in local countries Multi-channel communication modes = email, bi-directional SMS text, mobile responsive, call center Digital welcome email/text Registration confirmation email/SMS Participation highlights Initial engagement content Engagement content Newsletters Video Surveys Visit reminders Time/effort payments Thank you Data collection ePRO (validated & non-validated) Call Center PRO Digital health device Patient payments Automatically triggered by patient data being input into the system Direct to patient capability Retention escalation Custom triggers enact digital escalations If digital not effective, triage to Call Center
- Although I am focusing on solution oriented habits, I could not help but note this recent research from Dec-2013 Customer experience rankings for our industry have dropped again We are now behind the automotive industry, but lucky still ahead of airlines – as we strive to improve this ranking, we must habitually design for the patient experience Let’s work to change this experience perception and move up in the customer experience value chain.