Case Study: The Secret Ingredient for Improved Outcomes

Nurses drive improved adherence

Case Study: The Secret Ingredient for Improved Outcomes

Reimbursement challenges can cause lengthy delays in therapy initiation for patients with life-threating diseases. However, improving outcomes is more than just overcoming barriers to access. Many patients, already at an increased stress level because of the seriousness of their disease, may experience increased anxiety when beginning a new treatment regimen, leading to a decrease in adherence. At UBC, registered nurses in our clinical support centers offer compassionate, tailored support to each patient, improving their therapy adherence and treatment outcomes.


An existing manufacturer partner needed to establish a patient support program for a new oral oncology product. Because patients beginning an oral oncology therapy are managed in the home rather than in the physician office and/or hospital setting, they may experience feelings of isolation and anxiety concerning their cancer prognosis and therapy plan. To help address these fears and concerns, UBC integrated a nursing call center into the Reimbursement Patient Access Center.


The initial goal of the nursing program was to encourage patient adherence through utilization of an adherence risk assessment survey and an individualized patient follow-up plan. However, a little over a year into the program, UBC and the manufacturer noticed that patients were dropping off therapy sooner than expected due to a lack of product education, such as side effect awareness.

Calling on UBC

In an effort to improve therapeutic outcomes for this patient population, the manufacturer turned to UBC to help create a high-touch personalized and proactive adherence program. As a team, we enhanced the program to focus on:

  • Reinforcing  patient education by reviewing product materials and welcome kit information
  • Maximizing therapy benefits by helping patients partner with their healthcare provider
  • Improving adherence by setting therapy-specific expectations
  • Increasing persistency by reviewing common side effects and potential adverse events during the course of therapy
  • Personalizing the experience by offering flexibility with patient outreach call intervals

Actionable Results

Since the relaunch of the adherence program:

  • The manufacturer has seen a 21% lift in persistency due to the efforts of the UBC nurses
  • Patients enrolled in the nursing program receive 1-2 more Rx fills than if they go direct to the specialty pharmacies
  • On average, 86%* of the total bi-weekly nurse calls are completed as scheduled and patients are successfully contacted
    * For patients who cannot be reached after three outbound call attempts, follow-up letters are sent to the patients’ mailing address
  • 61% of patients continue to participate in the nursing adherence program

“UBC keep doing what you’re doing. We’re pushing hard over here to showcase how fantastic our brand is and what a great benefit to our patients this program truly offers”

– Manufacturer Representative

UBC nurses help patients adhere to their complex medications by developing strong relationships and trust. If you want to help improve therapeutic outcomes for your product, contact us today. To learn more about UBC’s nursing & adherence expertise, click here.