UCBCares Offering Exceptional Care and Solutions for Patients Christi Marsh, PharmD Director, UCBCares
UCB Disclaimer These PowerPoint slides are the intellectual property of UCB, Inc. and are protected under the copyright laws of the United States of America and other countries. Used by permission. All rights reserved. UCBCares is a registered trademark of the UCB Group of Companies. Patients as Partners and the Patients as Partner Logo are registered trademarks of the Conference Form. All other trademarks are the property of their respective owners. The following presentation represents the individual views of the presenter and does not necessarily represent those of UCB, Inc.
WHY and WHAT of UCBCares 3
4 Patients Have Different and High Expectations 76% of patients not only want services from pharma, they expect them Market leaders are increasingly addressing a broader scope of patients needs and assist in managing the patient journey, not limited to Traditional Access Services Accenture 2015 Report Great Expectations: Why Pharma Companies Can t Ignore Patient Services
5 It takes more than great products to succeed. One Company stock fell 22%, suffering in part due to failure to provide a level of care patients want patient said, compared to Company X, she had an RN assigned to her, Company Y did not, she had materials (not marketing) sent to her house, Company Y did not and info they sent was of little help Company Y support people cared about me Company X felt like an outsourced partner,..patient support was clueless about co-pay assistance and it took several times to reach them World of DTC Marketing.com. www.worldofdtcmarketing.com Accessed 8/7/2015
How and Results 6
Transforming Solutions around Customers vs Function with Mission of Exceptional Care and Solutions Focus 7 Medical Information Product Safety Product Quality Patient Assistance Programs Clinical Trial Info/Support Sales and Medical Field Requests
8 UCBCares We Are Here to Help UCBCares Associates are healthcare professionals (nurses and pharmacists) and experienced customer care specialists, specially trained on the data regarding UCB products and disease states, product safety and quality, and financial assistance. We are here to provide solutions for any need you might have through the channels that you prefer Solutions Medical Information Product Quality & Safety Reporting Financial Assistance Social Media Support 50+ Products Focused on ALL Customers Healthcare Providers Patients Caregivers Wholesaler/ Trade Partners Payers
UCBCares Overall Customer Satisfaction Improved from 2013 and Continues to be Strong at 98% in 2015 (total across all years N=567) 120% 100% Orig. Avg. 74.5% 2014 Avg =92% 2015 Avg = 98% 80% Axis Title 60% 40% 20% 0% 2013 Q1 2013 Q2 2013 Q3 2013 Q4 2014 Q1 2014 Q2 2014 Q3 2014 Q4 2015 Q1 2015 Q2 2015 Q3 2015 Q4 2013 2014 2015 UCBCares Launch
Qualitative Feedback Shows We Deliver on our Mission 10
UCBCares Successes to Date 11 Shifted to Solutions Focused Mindset Recognized as Industry Leader in Customer Innovation (Awards) Demonstrated Exceptional Caring Experiences Underscored UCB s commitment to be the patient partner Identified new and Improved Patient Solutions Significantly Increased Customer Satisfaction 75%-93%, now 98%
Multichannel Access Enhanced from 4 to 7 options 12 Channel Original Launch 2014 Expansion Future Phone Email Fax Web Enhanced Website Social Media Mobile App Click to Chat Mobile Fulfillment
Connect with UCBCares 13 Business cards Web site Brochures Mobile App
Insights into Patient Value
UCBCares Solutions mindset and results 15 Time to Impact 12 mos 9 mos 6 mos 3 mos TIME TO IMPACT transdermal Patch Tracker Replacement Availability Product Insights Re-packaging Insights Dashboard Expansion of Local analytics tool implemented globally (40+ countries) Enhanced Product Replacement process CONTINUED SOLUTION MINDSET: Identification of opportunities for Increased Patient Value and Impact Value Trends
Solutions Mindset 16 INSIGHTS INTO PATIENT VALUE ACTION Medication Dosing Tracker Patient insights highlighted lack of easy access to the dosing tracker Based on positive patient feedback, UCBCares, by adding an electronic version to our customer response database, as an immediate resource available to patients (if needed) removed the burden from the patient and added other delivery option for document. *IRMS is a registered trademark of OBA Online Business Applications, Inc., Woodridge, IL
Solutions Mindset 17 INSIGHTS INTO PATIENT VALUE ACTION Product complaint and replacement process reviewed finding burden on the patient to get replacement at the pharmacy, often delays that could significantly impact their therapy. UCBCares collaborated to implement a new process resulting in an 82% decrease in time for product replacement (shipped direct to patient) (from an avg. of 11 days down to 24-48 hrs. after compliant intake and approval)
UCBCares Mission Provide exceptional caring experience to all customers (patients and healthcare providers)
Take Home Tools
Some Considerations 20 Patients/Caregivers: For Patients and Caregivers Begin to view Pharma as a partner who does care, and wants to evolve to help you find and connect to whole solutions using our expertise. Be patient with us as we evolve. Don t be afraid to ask for help in navigating the landscape from us and to help reduce your burden and help to empower you in your own care or the care of another loved one. Look for advocacy in your local community around your disease area, they are a wealth of support and information and can help connect you to others like you for peer to peer support/guidance/ dialogue
Some Considerations 21 Pharma/Research Clinical/Regulatory/Legal: We must begin to not think of ourselves as departments and separate functions; rather, we should work together wrapping our expertise around the patient need holistically. Evolve your mindset to not only including patients earlier in the design process/research protocols but those within our companies who interact with patients daily. Will likely yield key and often missing perspective much earlier on the output of the research protocol, especially the brochures, recruitment, and education materials. Label needs a different skill set/approach - BEFORE FILING NDA for approval- packaging/ labeling would be greatly helped by including those of us who speak to patients using this very strategically written document AS IT IS developed, not after it is too late and filed/approved.