Case Histories

Leveraging Assets to Drive Adherence

Client Challenges

• Manufacturer was experiencing suboptimal adherence for its specialty pharmacy product, even though it was the category’s market leader.

• Variability in product usage negatively affected the product’s performance and company profitability.

• Manufacturer wanted to secure its market position in anticipation of new product entries.

SHA Solutions

• Created a disease-management program for specialty pharmacy providers (SPPs) and managed care organizations (MCOs) to increase patient engagement.

• Leveraged existing client assets to minimize program development costs and streamline internal reviews.

• Organized materials into bite-sized resources for case managers to deliver to members and conduct patient counseling.

• Developed an interactive website to house all patient and case-manager resources and allow case managers to view and track patient preferences.

• Provided field team with training materials and tools to solicit and onboard other SPPs and MCOs into the program.

Client Outcomes

• The initiative’s success enabled the account management team to move beyond pharmacy/medical directors and gain access to payer C-suite executives.

• Relationship with SPPs and MCOs moved from being purely transactional to a mutually beneficial partnership.

• Customer focus shifted from product acquisition cost to quality improvement; some SPPs replaced their existing continuous quality improvement initiative with the manufacturer’s program.

• After 1 year, product adherence increased significantly among patients enrolled in this program (P<0.0001 vs. pre-enrollment).

• Improved adherence led to a significant return on investment, making the program a profit center for the organization.

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