Continuity of Care: Reducing Barriers to Access while Improving Adherence

Reduce barriers to patient access UBC

Continuity of Care: Reducing Barriers to Access while Improving Adherence

In order to improve speed to therapy, we must never stop measuring it. In addition to devoting resources to decreasing time to first fill/dose, manufacturers and their vendor partners should recognize the critical role that each stakeholder plays in a patient’s entire therapy journey. By prioritizing education and communication strategies, manufacturers reduce barriers, increase access, and improve adherence. The result: continuity of care and faster access to therapy.

Call Center Coordination Services and Field Nurse Educators provide a consistent, holistic approach to patient and prescriber assistance, access to therapy, and adherence. However, there are many factors to consider when determining the utilization of an in-house call center, field nurse educators, or both.

Factors to Consider:

  • Value of services: Will my product’s profit point allow for these white-glove services?
  • Initiation challenges: Is my product difficult to administer?
  • Types of prescribers: Are my product’s prescribers relatively naïve to program enrollment forms?
  • Patient volumes: Is the patient population of my product low or high?
  • Prescriber geographic locations: Is the geographical location of my product’s prescribers dense or wide?

The most successful approach to education and communication is a customized clinical adherence hybrid model consisting of both Call Center Coordination Services and Field Nurse Educators. This model allows manufacturers to continually address the challenges that both prescribers and patients face throughout the therapeutic journey.


  • Incomplete enrollment forms
  • The product is never filled
  • Administration anxiety
  • The patient is unable to administer the product
  • Side effects
  • Efficacy concerns
  • Therapy fatigue
  • Behavioral impact

Recently, a manufacturer implemented a custom clinical adherence program with UBC that resulted in great success.

Services implemented:

- Compliance and Persistency program with risk-ranked adherence calls, call scripting focused on identified risk areas
- All calls to a single patient made by patient’s designated nurse
- Field nurses receive expanded training to become experts on product
- Additional visits available, if needed
- Clinician-to-clinician training to increase program uptake


The manufacturer reported that after implementation, the percentage of patients remaining on therapy at 12 months increased from 35% to 85% and average fills per year increased by 60%.

When you’re looking for solutions to improve speed to therapy for your patients on complex medications, you need a vendor who understands that the most important facet is continuity of care: Tracking and patient engagement doesn’t stop after the first dose

Need help identifying the right education and communication model for your product, patients, and prescribers? Contact us today and let UBC be your guide to reduce barriers, increase access, and improve adherence. To learn more about how our high-touch, comprehensive approach is improving product access, check out these additional case studies.