Integrated Nursing Services Provide 360° Patient Support

Integrated Nursing Services Provide 360° Patient Support

From the moment a patient is prescribed a new therapy, a positive start and continuity of care are crucial. Manufacturers can maximize patient satisfaction and care by integrating Nursing Site of Care Services with Clinical Contact Center support. Providing patients with nursing support through their entire journey can ease the stress of beginning a life-changing therapy and offer educational opportunities that ultimately empower patients and increase adherence.

Situation

UBC was approached by a manufacturer to provide Nursing Services for a high profile biologic injectable drug. The client had a negative experience with their previous vendor, including unresponsive leadership, inaccurate data, and negative interactions between nurses and patients.

Our Approach

To address the client’s concerns, UBC immediately launched a Site of Care Coordination Center pilot program. Within 6 months, we launched a Patient Contact Center and integrated it with the Site of Care Coordination operation. These initiatives provided the following solutions:

  • Contact with patient prior to the first fill and throughout the 12th week of therapy

    • Initial in-home training
    • Post-visit follow-up call
    • An independence call  on the first day the patient was scheduled to self-inject
    • 5 proactive compliance calls to reassure the patient and address any obstacles to therapy
  • Updates and feedback provided to prescribing physician
  • A collaborative relationship with the manufacturer
  • Adverse event reporting to the client

Unprecedented Growth

Our customized, high-touch program design and dedicated team not only successfully addressed the client’s concerns — we exceeded their expectations. Within three years, UBC was able to grow inbound calls by 162%, outbound calls by 651%, and home visits by 165%. After a recent audit, the manufacturer stated, “UBC has great staff, great leaders, and provides a model for other vendors. They demonstrated a level of reporting performance that is above and beyond the expectations and abilities of other vendors.”

UBC Understands

Integrating Nursing Site of Care Services with a Clinical Contact Center operation not only requires an innovative program design but it also calls for a dedicated team of highly trained individuals. Contact us to discuss how our team can create an integrated nursing solution for your product.

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