PSP Implementation
Our next-generation Patient Support Program (PSP) implementation is designed to redefine how life sciences organizations engage with patients across the treatment journey. From diagnosis to adherence and beyond, our PSP platform can deliver a comprehensive, connected, and compliant ecosystem that supports medical, educational, and financial needs—while empowering care teams, payers, and partners to deliver timely, personalized support.
At ValueHealth, we specialize in custom-designing Patient Support Programs (PSPs) tailored to each therapy, brand, and patient population. Our approach focuses on building strong foundations—through patient journey mapping, smart engagement design, vendor alignment, and regulatory readiness.
Challenges
Unclear Patient Journey
Lack of structured, end-to-end patient pathways leads to inconsistent engagement and high drop-off rates.
Low Pre-Launch Readines
Programs often launch with incomplete workflows, undefined escalation paths, or disconnected vendors.
Fragmented Vendor Collaboration
Manual coordination between pharmacies, labs, and support teams delays processes like BV, PA, and aid disbursement.
Disorganized Documentation Flow
Paper-based or non-standard document handling creates bottlenecks in financial verification and onboarding.
Slow Response to Drop-Offs
No early warning system to flag patients at risk of non-adherence or disengagement.
Compliance Gaps in Design
Programs often miss embedding HIPAA/GDPR-compliant flows from the start—leading to rework and risks.
Benefits
Built-for-Therapy PSP Designs
Every program is custom-designed to your therapy area, patient profile, and support objectives—no copy-paste models.
Seamless Journey Mapping
We build workflows covering onboarding, education, reminders, interventions, and escalations—all mapped pre-launch.
Gen AI from Day One
Document triage (BV/PA), personalized nudges, and adherence risk detection are embedded in the design phase.
Integrated Vendor Ecosystem
We define roles, digital workflows, SLA protocols, and escalation paths across all partner types—before implementation.
Launch-Ready Architecture
Technology integrations (EMR/CRM), data flows, and compliance models are all mapped for frictionless activation.
Regulatory-First Design
Our programs are designed for HIPAA, 21 CFR Part 11, and GDPR compliance from the ground up—no retrofitting needed.
How we do it
Patient Journey Mapping
We define every touchpoint—onboarding, education, reminders, interventions, and escalations—ensuring a patient-centric experience from day one.
PSP Workflow Design
From program enrollment to financial aid and clinical follow-ups, we design end-to-end workflows tailored to therapy-specific requirements.
Smart Engagement Planning
We map communication strategies across chat, SMS, IVR, and web—integrating Gen AI-powered nudges, education plans, and drop-off risk alerts.
Vendor Ecosystem Setup
We architect coordinated workflows with pharmacies, labs, and financial partners—covering documentation flow, SLA design, and escalation handling.
Gen AI Integration (Pre-Built into Design)
Our design includes Gen AI capabilities like automated document triage, real-time benefit verification (BV), prior auth (PA) support, and intelligent follow-ups.
Technology & Integration Planning
We align your PSP with EMR, CRM, and cloud infrastructure—ensuring security, scalability, and interoperability from the start.
Success Story: PSP Implementation for a U.S. Specialty Pharma
Client
A mid-sized U.S.-based specialty pharmaceutical company focused on chronic autoimmune and rare disease therapies.
Program Objective
To design and deploy a comprehensive PSP to address poor medication adherence, delays in financial aid disbursement, and fragmented communication between patients, providers, and support partners.
Key Challenges
- Only 42% of enrolled patients completed their 3-month treatment cycle
- Average turnaround time for financial aid was 14 days due to manual document verification
- Call center volumes were high with ~1,800 patient inquiries/month, overwhelming support staff
- Lack of visibility into vendor SLA compliance across specialty pharmacies and 3rd-party service providers
Our PSP Solution
Gen AI-Powered Engagement Engine
1. 24/7 multilingual conversational agent across web and WhatsApp
2. Therapy-stage–based education with personalized learning plans
3. Predictive alerts for potential drop-offs and missed refills
Smart Financial Support Module
1. Gen AI-based document triage for prescriptions, income proof, insurance documents
2.Automated Benefit Verification (BV) with real-time eligibility checks
3. Prior Authorization (PA) form generation and smart routing to case managers
Vendor & Workflow Management Portal
1. Single dashboard for specialty pharmacies, field nurses, and financial vendors
2. SLA tracking and auto-escalations for delayed disbursements or prescription holds
Integrated Analytics Dashboard
1. Real-time visibility into patient adherence, vendor performance, and ROI metrics
2. Role-based access for field teams, brand managers, and medical affairs
Results
| Metric | Before PSP | After PSP Implementation |
|---|---|---|
| Adherence Rate (90-day cycle) | 42% | 78% |
| Financial Aid Processing Time | 14 days | 3.5 days |
| Manual Case Handling Load | 1,800/month | Reduced by 62% |
| PA Approval Cycle Time | 9 days avg | <3 days avg |
| Patient Satisfaction Score (CSAT) | 3.2/5 | 4.6/5 |
| Vendor SLA Compliance | 69% | 98% on-time resolution |
“Schedule a consultation and begin your business transformation today”
