OREANDA-NEWS. April 19, 2016. McKesson Patient Relationship Solutions (MPRS) has been named a finalist in the eyeforpharma Philadelphia Awards 2016. McKesson was recognized by eyeforpharma in the Most Valuable Patient Service award category for the “At Your Service” Glaucoma Support Program on behalf of Allergan.

The eyeforpharma Philadelphia Awards focus on the fundamental themes shaping today’s world of pharma. They have been designed to recognize those individuals and teams who are providing the most value, on a global scale.

“At Your Service” Glaucoma Support Program

Allergan, a global eye care leader, wanted to create the first, comprehensive adherence support platform within the glaucoma therapy space and differentiate the franchise by providing a high-touch brand experience with multi-channel support system to glaucoma patients who were prescribed at least one of its three brands.  Allergan chose McKesson to help alleviate many of the adherence challenges glaucoma patients face while managing this complex, chronic disease and to address the increasing administrative burden physicians carry as a result of a growing number of patient challenges.

The “At Your Service” Glaucoma Patient Support Program featured an exclusive contact center and incorporated McKesson’s Behavioral Coaching expertise, emphasizing two award-winning channels to impact adherence through “coaching” glaucoma patients taking any of the three Allergan brands:

harmacy Intervention Program leverages pharmacists’ strong patient relationships to provide at the counter coaching for Allergan’s glaucoma patients at both their first and second fills—sharing approved behavioral messages reinforcing the importance of therapy.
  • Behavioral Call Campaign supported Allergan’s glaucoma patients who had enrolled into Allergan’s co-pay savings program, also administered by McKesson, but who had not yet used the card at the pharmacy. McKesson’s Patient Support Representatives called these patients to offer support and to uncover the barriers to taking their medication as prescribed. Patients also received a follow-up email if McKesson was unable to contact them via phone.
    • The “At Your Service” Program was highly successful in supporting patients in filling their first prescription, as well as persistency, providing Allergan with a strong return on its investment.
    • Forty percent of patients successfully reached through the Behavioral Call Campaign filled their first prescription, compared with only 6% of patients who were not reached.
    • The Pharmacy Intervention Program also showed strong results with a 33% increase in adherence between patients who received coaching by Sponsored Clinical Services pharmacists, and the propensity-matched control group who did not receive coaching.
      • “We are very proud that we were able to work closely with Allergan to support glaucoma patients and have a significant impact on primary and secondary adherence,” said Amanda Rhodes, Director, Client Strategy and Solutions at McKesson.  “In addition, through the efforts of our contact center agents, we were able to uncover key challenges patients were facing, and strengthen our support materials to help to overcome them.  These live conversations are invaluable for brands who want to learn more about their patient population and arm it with the support it needs, when it needs it.  We can’t assume that we know what patients need, we need to uncover it, working collaboratively with our patient population.”