Johnson & Johnson s trusted and experienced guide. to patient adherence and acquisition

Transcription

1 Johnson & Johnson s trusted and experienced guide to patient adherence and acquisition

2 You may know us as the largest distributor of pharmaceutical products or as the leader in co-pay cards and alternative sampling vouchers Now, get to know us as your strategic partner in creating comprehensive adherence programs We deliver: Strategically driven, innovative and customizable programs that improve patient acquisition and adherence. Vast industry experience to support your brand goals. Dedicated customer service to ensure you receive unmatched professionalism and timely execution of programs. Resources and assets that are only available from the largest healthcare services provider in the United States. Our track record of success We have a 95 percent client retention rate. The journey begins... introducing our team for Johnson & Johnson Bobbie Montgomery Director, Business Development Bobbie.Montgomery@McKesson.com Office Cell Philip Villavicencio, JD Director, Business Development Philip.Villavicencio@McKesson.com Office Cell Chris Flanagan Implementation Manager Christopher.Flanagan@McKesson.com Office Cell Stacy Viger Program Manager Stacy.Viger@McKesson.com Office Cell The benefits of working with McKesson Reach new heights in patient acquisition Get your brand moving with co-pay savings Your destination for print, fulfillment & packaging Our acquisition and adherence programs serve over 20,000 patients every day. Did you know McKesson distributes one-third of all medicines used each day in North America and 90 percent of retail pharmacies use our claims processing switch? We have implemented more than 1,800 adherence programs and supported over 800 brands.

3 The benefits of working with McKesson Trusted solutions healthier outcomes Our team has created and implemented patient relationship programs to improve acquisition and adherence for hundreds of brands. We are problem solvers, dedicated to helping our clients overcome the barriers of building lasting relationships with their patients. When it comes to solutions... we won t lead you down a worn out path Instead, we listen and understand your unique challenges and goals. Then, we employ fresh thinking combining it with the experience, resources and services touched upon in this guide to create a strategy tailored to achieve measurable results for your brand and healthier outcomes for patients. Coupled with our nimble approach and responsive service, means we can accommodate change quickly and launch programs fast. Here s what you can expect from your team A single point of contact, combined with our dedicated implementation and account management team to ensure flawless and timely execution of your programs. Coordinated efforts with your outside agencies, vendors and departments freeing you to focus on strategy and vision. Intelligent options at every stage of a brand s lifecycle we know what works and how to implement it. Market insights, behavioral change expertise and best practices mined from hundreds of programs and years of industry experience. The benefits of working with McKesson Reach new heights in patient acquisition Get your brand moving with co-pay savings Your destination for print, fulfillment & packaging Only McKesson offers Pay in Product options. Since we are the largest distributor of pharmaceutical supplies in the United States, we can offer Johnson and Johnson the option of paying for our services with product.

4 Reach new heights in patient acquisition For new patient acquisition, just follow our leader... TrialScript TrialScript is McKesson s free-trial voucher program, delivered to patients via doctors and through other distribution channels. Since the early 90s, TrialScript has been used by more than 556,000 physicians and is universally accepted at more than 56,000 pharmacies nationwide. TrialScript vouchers go beyond traditional live samples by motivating patients to become actively involved in their therapy and engage support from their pharmacist. TrialScript is completely customizable, with tailored messaging and delivery options that include paper vouchers, cards, stickers, and online with the Web-based etrialscript. McKesson provides innovative packaging and clinical content so you stand out in the sample closet and serve as an educational resource for doctors as well as patients. With more than 15 years of experience executing 1,100+ TrialScript programs, you can trust us to launch your program on time and within budget. Break through challenges with new access options Live sample solutions We partner with our PDMA compliant provider to offer you the simplicity and reliability of a single-source provider of live samples and vouchers to ensure consistency across all of your campaign elements. We can also integrate live samples with co-pay cards and adherence programs to boost their effectiveness. Restricted access solutions Because more doctors and facilities are limiting live samples and restricting access to your sales force, McKesson has developed new channels to successfully address this growing concern. McKesson s eportal is in place at several large restricted-access clinics, providing physicians with Web-based access to Johnson and Johnson vouchers. Coupons are printed in the doctor s office and given directly to patients for redemption at the pharmacy making it a win-win-win for doctors, patients and Johnson and Johnson. Reach new heights in patient acquisition Get your brand moving with co-pay savings Your destination for print, fulfillment & packaging Only McKesson We offers help Pay more in patients Product prevent options. a Since secondary we are heart the largest attack, distributor because of pharmaceutical they supplies understood in the the United severity States, of we their can condition offer Johnson and the and importance Johnson the of option of paying treating for our it services appropriately. with product.

5 Get your brand moving with co-pay savings The most effective route to adherence is LoyaltyScript Fundamentally, LoyaltyScript is a co-pay discount card that overcomes a leading reason for non-adherence cost. However, when combined with other assets and resources from McKesson s portfolio, LoyaltyScript delivers value beyond discounts. Lead generation: Card activation can be tied to patient enrollment in your relationship marketing program. Enrollment can be done online, IVR or with a live agent via our award-winning call center. Flexible delivery options: While commonly delivered as a card, LoyaltyScript is available in an array of unique and engaging formats, including downloadable Web-coupons to credit card sized CD-ROMs. Improve patient motivation and messaging: When combined with McKesson s Health Behavior Assessment insights, we can help develop personalized and motivational messaging to overcome barriers to adherence. Cost-effective benefit design: Leverage our experience, market insights and tools (such co-pay indexing) to design optimal benefit structures that maximize effectiveness while also minimizing costs. Success Johnson and Johnson can count on. Since 2007, LoyaltyScript has been key to providing reminders, education and offers to more than 18 million patients. Currently, we serve over 20,000 patients every day. Achieve greater security and flexibility with our adjudication platform We process all claims through our own adjudication system, so there is no transferring of data or dependence on outside vendors. Because we see all transactions and manage all the data and business rules, we have greater flexibility to respond to your change requests quickly, spot fraudulent activity faster and provide near real-time Web-based reporting on your programs. Get your brand moving with co-pay savings Your destination for print, fulfillment & packaging

6 Your destination for print, fulfillment & packaging A single-source solution for all your print and design needs Our dedicated in-house team manages print and fulfillment materials of more than 25 million items per year. Leveraging our large-volume orders and strong vendor relationships, we can often negotiate better pricing and faster printing on your behalf. Our in-house creative team can help differentiate your brand, while saving you time and money by using a single, competent source. We are experts at working within your brand guidelines and coordinating efforts with outside agencies and vendors to meet your deadlines. Count on us to handle and flawlessly execute all your projects from initial conception to quantifying measurable results. Eye-catching and innovative packaging solutions BurgoPak compliance packaging only from McKesson McKesson s RxPak is the exclusive U.S. and Canadian distributor for the award-winning, patented-designed BurgoPak. This innovative packaging can be used for both sample or trade packs and can be fabricated in a wide variety of options, including titration kit and small device packaging. Whether you re looking for pure compliance packaging or want additional messaging space to tell your story, we can design a kit that works the way you want. Attach a LoyaltyScript coupon to create an integrated adherence solution. Designed to do more We also work directly with leading providers to deliver unique and compelling design solutions that are seamlessly integrated with our programs, such as: ikyp: Provides unique physical and digital content for integrated engagement solutions. The Web key connects users directly to a campaign s specific micro-site or enrollment page. Moreover, each key can be individually identified and programmed to create a personalized patient experience. Your destination for print, fulfillment & packaging LoyaltyScript CUE card: This wallet-sized, co-pay discount card doubles as educational CD-ROM. Besides providing a co-pay offset at the pharmacy, it also delivers dynamic, interactive patient education at home to improve adherence and drive health literacy.

7 Our patient outreach and support Leveraging state-of-the-art technology and health behavior expertise, we provide a vast array of inbound and outbound patient engagement solutions. These include live interventions, clinical support, agent phone support, and patient reminders. We also offer automated patient interventions, including reminders and messages sent via , text and personalized letters. From enrollment to motivational interviewing to outreach, we elevate the patient s experience of your brand to drive adherence with or without a discount program. Our award-winning call center The cornerstone of our outreach is our U.S. based, healthcare specific, call center. Our call center supports patients, physicians and pharmacists with more than 200 programs in operation. Our facility is equipped to sustain call volumes of 100,000 per hour and is staffed with a full complement of professionals providing inbound and outbound patient support. We provide pharmacy support, answering more than 3,000 calls per day. We leverage the power of Health Behavior Change Working with experts in the field of consumer behavior, behavioral psychology and cognitive change theory, we incorporate the principles of Health Behavior Change into programs to create powerful adherence solutions. Using our proprietary MPRS Health Behavior Assessment (HBA), we uncover patient s behavioral drivers that allow us to create a personal patient experience. By asking up to five well-crafted questions during enrollment, we may identify patient s likelihood to adhere to a prescribed drug regimen. Based on the patient s responses, we can implement the proper messaging counseling interventions and positive reinforcements to overcome barriers to adherence. Asking the right questions is just the beginning. It s what we do with the data that changes patient behavior, sets us apart from our competitors and provides us with happy clients. "Because I understand my insomnia medication, I'm now taking it as prescribed, rather than as a reactionary coping tool. Our agents are highly trained and provide support from enrollment to outreach. We can support your program with customer service representatives, Certified Medical Technicians and even trained nurses. We have call center representatives that are trained in motivation interviewing (MI), a proven behavior change technique that elicits information from patients and guides them in building a plan to change their behavior, thus increasing the effectiveness of your program and healthier outcomes for your patients. "The odds that an adherence strategy will be successful are related to how well the strategy can first identify the varying needs of individual patients, and then match services accordingly." New England Healthcare Institute August 2009

8 We know pharmacies better than anyone Since 90 percent of retail pharmacies use our claims processing and we deliver more than one-third medicines used each day in the United States, we have developed trusted relationships with pharmacies unmatched in the industry. We can leverage those relationships to help our clients and their patients improve adherence. We provide unparalleled pharmacy support. Averaging 3,000 calls per day, pharmacies look to McKesson as a trusted resource for all their COB questions. We provide dedicated support lines for pharmacies only, staffed with pharmacy techs with retail sales experience. Average wait time is typically under one minute. Ability to view claim data in real time for better troubleshooting. Intimate knowledge of retail claims processing software allows us to respond to unique processing requirements for chains and independent stores. Our service standard is one call resolution; we disconnect only after claims are processed. McKesson owns Health Mart, the fourth largest pharmacy chain in the country with 2,000+ community pharmacies. Health Mart is ranked Highest in Customer Satisfaction Among Chain Drug Store Pharmacies in the J.D Power and Associates 2009 National Pharmacy Study. The Pharmacy Intervention Program Designed with behavioral psychologists, this ground-breaking program impacts adherence through health behavior change counseling. Our pharmacists are trained in Motivational Interviewing, a proven technique that uncovers patient motivators for adherence and helps them overcome barriers. Designed completely within the existing pharmacy workflow, these five-minute sessions are delivered at the point of dispensing. The results from a recent program show an average prescription fulfillment lift of 38 percent through the seventh fill within the respiratory category. evoucherrx. evoucherrx is a cardless, electronic coupon program that instantly neutralizes co-pay disadvantages and formulary challenges at the point of dispensing. evoucherrx automatically qualifies the prescription as the claim is processed then instantly applies the patient savings benefit at nearly 24,000 participating retail pharmacies nationwide. Overcome unknown formulary position challenges When a new product enters the market, its unknown formulary position may poise a barrier to utilization. Combined LoyaltyScript-eVoucherRx solutions can provide patients with convenient access to co-pay assistance on their prescribed therapy whether patients have loyalty savings card or not, helping optimize utilization. Leverage McKesson Connect to connect with pharmacists. McKesson Connect, our supply management portal, does more dollar volume than ebay and Amazon combined more than $2 billion per month. This high-traffic vehicle is available for brand messaging to reach pharmacists for new product launches or formulation changes via Web banner advertising, fax blasts and shipping inserts.

9 Analyze the impact of the program and identify adjustment as necessary Gain instant clarity with our best-in-class Web reporting Actionable, intelligent and dynamic Web-based reporting gives you the information you need the way you want to see it for better decision making. We took the most commonly requested custom reports and made them standard reports, creating one of the most useful Web reporting tools in the industry. Highlights include: An intuitive dashboard: Providing near real-time reporting that s accessible 24 x 7 and refreshed daily. Exportable files: Making data readily available for other applications and uses. Capture enrollment, compliance, redemptions, territory alignment, and savings per claim Flexible controls: Change parameters to see views you want. Customized geographies: Allowing you to see results by Johnson and Johnson territories. Access to the most comprehensive ROI and program analytics: Including Medication Possession Ratio (MPR) and Kaplan-Meier persistency curves to evaluate the impact and subsequent pull-through of programs. Choose to view data as claims, patient adherence and geography See adherence measurements to assess the effect a program has on patient compliance and persistency

10 Our multi-dimensional strategy keeps patients engaged McKesson s trusted solutions The right message, at the right time, in the right way 1 Navigating patient adherence is complex. That s why we provide multiple touch points to increase adherence at each and every step. While each of our solutions can address individual or unique challenges, when combined together they create a powerful multi-channel patient engagement solution. The hypothetical solution below (although it does not include all tools available) demonstrates how we facilitate a healthier outcome for the patient, while creating enduring brand loyalty. We ship vouchers directly to reps so you can track performance by your sales territories. Patient receives a TrialScript voucher and LoyaltyScript Cue Card from her physician for medication. Patient goes to the pharmacy and receives personalized, motivational intervention from pharmacist (PIP). Patient enrolls online to activate LoyaltyScript savings. As part of the enrollment, we capture her information with a Health Behavior Assessment and drive a personalized experience of your brand. 5 While online, the patient watches a personalized five-minute video that educates and motivates her to stay involved in his therapy Patient receives a personalized motivational message each month to reinforce healthy behaviors. After three months, McKesson sees transaction activity has stopped and this triggers an additional behavioral based call to get her back on track with therapy. One year into her therapy, the patient considers switching to a generic brand. A LoyaltyScript voucher arrives via that same week and she stays the course. LoyaltyScript Co-pay discount card program delivered through multiple channels and formats that educates and motivates patients. TrialScript Alternative sampling voucher program providing free product or 100% co-pay offset to overcome the main barrier to trial cost. Pharmacy Interventions Prescription updates ( , text, letters), clinical support and live agent phone support keep patients on track. evoucherrx Leverages proprietary RelayHealth network to deliver instant prescription co-pay discounts at the pharmacy without a card. Health Rewards Intermittent, behavioral-based rewards program that motivates patient behavior, compliance and loyalty. Outreach Solutions Inbound and outbound patient engagement services. We help patients achieve healthy outcomes using highly trained staff, professionally created scripts and messaging delivered through numerous channels, including live agent, web, IVR, mobile, and more. Live Samples Seamlessly integrating live samples with adherence/co-pay card programs within PDMA compliant facilities. eportal Web-based delivery of coupons and vouchers to restricted access facilities. Physical and Digital Integrated Patient Engagement LoyaltyScript Cue Card, ikyp and other unique packaging solutions seamlessly integrated with your voucher or coupon program drive better patient engagement. Innovations and Custom Solutions We can help you create a customized solution. We are constantly scanning the horizon for new opportunities to help you get to your destination.

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