Understanding patient access programs in ophthalmology

Our client wanted to understand the utilization and impact of patient access programs. They also wanted an assessment of which elements had the greatest impact on simplifying the product adoption process to inform modifications to the process. We hosted internal interviews with stakeholders to confirm objectives before ethnographic observations were conducted to understand real-world processes and how access programs fit. Telephone interviews with practice staff were then completed to broaden understanding across practice types and identify best-in-class features. These interviews provided the client with key insights into how and when their patient access program was being used as well as pain points to help inform revisions to improve the patient access program. These insights ultimately led the client to continue to offer patient access programs in-house (rather than transitioning these programs to an outside provider). Later market research identified the client’s updated patient access program as a key reason for prescribing.