Lash Group at PAP: Keeping Patients the Focus of Pt Support Programs

Specialty Pharmacy Continuum, Karen Blum |

At CBI’s 2019 Patient Assistance and Access Programs conference, industry experts from Lash Group discussed the importance of a patient-centric approach in access, affordability and adherence services.  

Lash Group president Tommy Bramley, PhD, delivered the conference keynote, Empathy and Expertise: Evolving Patient Support Programs in the Digital Age, encouraging attendees to put patients first in the program design process and to utilize technology as an enabler for next-gen solutions.

“Often, we get so fixated and enamored with the technology pieces that we forget about the expertise that needs to go into that build,” Bramley said during his keynote speech. “We can never forget about empathy—folks wanting to talk to individuals to better understand their insurance benefits.”

Bramley went on to explain how, at Lash Group, the team trains associates to listen with care and respond to the patient appropriately. “It’s an overwhelming time for [the patient], and it’s very important that we meet them where they are and develop that connection to get them on a path to access and stay on therapy.” 


“As you’re developing next-class patient support programs, understand that each patient is unique, and factors such as socioeconomic status, learned norms, values and beliefs and education can affect how people experience their health care journey.”

Michael craig, vice president, strategy & market development


Continuing the conversation, Lash Group’s Michael Craig, Vice President, Strategy and Market Development, and Dale Hanna, Product Manager, Clinical and Engagement Services, led a discussion on adherence challenges and solutions in a standing room only crowd. “As you’re developing next-class patient support programs, understand that each patient is unique, and factors such as socioeconomic status, learned norms, values and beliefs, and education can affect how people experience their health care journey,” said Mr. Craig. 

Read more takeaways from PAP in “Keeping Patients the Focus of Pt Support Programs” from Specialty Pharmacy Continuum