Case Study: Improving the Patient Experience with Oncology Nurse Advocates
By Lash Group |
Company A received FDA approval for a blood cancer drug. As part of its pre-launch due diligence, Company A performed extensive research on not only its patient population, but also the needs of caregivers, with the goal of understanding and defining the ideal patient experience in a patient support program. As a result, Company A had a strong desire to build support for caregivers into a comprehensive support program offering.
In addition, this manufacturer felt it was important to provide support to patients in a way that was different from other programs. Instead of traditional reimbursement counselors, Company A wanted to touch patients in a unique way with a program that had a nursing “front.” This presented a challenge for the nurses: they would need to step out of their traditional roles and provide support for patients and caregivers while also explaining benefits.
In order to provide emotional and psychosocial support for both caregivers and patients, the program design incorporated a partnership with the Cancer Support Community. CSC provides one-on-one counseling for cancer patients and their families through licensed mental health professionals, and Company A’s oncology nurse advocates were equipped with information and contacts to seamlessly refer patients and their caregivers to CSC’s support line. This partnership allowed Company A to refer patients and caregivers to psychological and emotional support – a service that other programs did not offer.
In a third-party survey* measuring the patient and provider experience with oncology nurse advocates through the Lash Group call center:
- 92% of patients, providers and caregivers were very satisfied with the oncology nurse advocate they spoke with
- Among all attributes, the oncology nurse advocates’ knowledge of the patient’s specific issue was the most highly rated (94%)
- Caller satisfaction results are consistent with industry leaders