Connecting patients to the services they need

In brief

• Accenture asked 12,000 patients in six countries about their experiences with services from pharma companies.
• Despite increased pharma investment and evidence that patients value these services we found no corresponding increase in awareness and utilization.
• Patient services have proliferated, and the landscape is fragmented creating too much noise.
• Patients are open to new models of care as a result of COVID-19, and digital technologies will be key to clarify and amplify the message.

The patient services model needs to change
Our new research focuses on patient adoption of services ranging from diagnosis and treatment choices to information on the medical and financial aspects of care. We found that the current model for...