Patient adherence

Low patient adherence and unmanaged side effects pose a significant problem for healthcare systems the world over. How do you ensure patients take their medicine in the right way, at the right time, time after time? How do you identify potential side effects and instruct patients early enough to avoid treatment issues? Mass has developed patient adherence programmes for a number of orphan drugs which have seen good success in overcoming barriers to compliance.

These programmes combine patient education and adherence support tools with a personalised nurse support service. This multidiscipline approach helps empower patients with the knowledge of why they should stick to their prescribed treatment, and the belief in their ability to take control of their health. Enhanced patient adherence is good news all round, as optimal patient outcomes, improved physician-patient communication, and more cost-effective care benefits both patients and clinicians: fostering brand loyalty for the drug.

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The digital communication challenge

The challenge is delivering on the evolved expectations of HCPs, their patients and all stakeholders. Successful digital engagement can be hard to achieve and yet is the minimum requirement for multiple stakeholders. For example, client global surveys have shown a shortfall in medical affairs digital engagement with HCPs.

We understand the physical, digital and social aspects of integrated healthcare communications. We have been developing digital communications for our healthcare and pharma clients for 25 years. We have developed an impressive arsenal of digital and technological solutions to help brands empower healthcare professionals with the knowledge and information they need to best serve their patients. For example, we have successfully established and managed e-detailing, apps, e-learning programmes, emails and self-detailing projects. After deployment, we measure and review the success of such initiatives to ensure they hit their mark.

Social media offers brands the power to connect and converse with customers like never before. Maintaining a clear ‘voice’ is particularly important here in helping brands to listen to, as well as engage with, healthcare professionals and patients on a more personal level, to understand behaviour and build better relationships. But to survive in this arena, it is vital to establish a two-way communication that proves the brand is listening, not just talking.

Mass can help you develop a social media strategy that delivers a clear, consistent message to match your brand values and positively strengthen public perception. We are adept at designing social marketing activities that work well within the tightly regulated world of healthcare, identifying and avoiding issues with privacy, data security, corporate communications policy, and regulatory compliance. In the healthcare industry, more and more patients rely on their mobile devices to gather health information online or read patient reviews on social media sites. Physicians too are using apps to reference drugs and treatments, as well as inform patients about aspects of their care. Mobile technology has massive potential to enable brands to support HCPs, advance healthcare provision, and improve patient outcomes. It is a potential we are primed to exploit here at Mass. We are able to build innovative platforms which help brands educate and engage with their customers, and build stronger, closer, more positive relationships with them.

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Clinical and R&D support

Clinical and R&D stakeholders need increased engagement leading to greater understanding, motivation and correct use of your product. Understanding and working effectively with patients is now at the heart of drug development. We have the technical, strategic, and creative skill to build the two-way link between protocol and patient.Clinical and R&D stakeholders need increased engagement leading to greater understanding, motivation and correct use of your product. Understanding and working effectively with patients is now at the heart of drug development.

We have the technical, strategic, and creative skill to build the two-way link between protocol and patient.We deliver dynamic strategy and programmes to support Clinical Trial communications, digital engagement, Investigator meetings, CT Identity/Branding/Comms, internal and external publication/communication planning and delivery.

Portfolio/Program Identity creation

Creating an identity for a clinical development program/portfolio is a key strategy for:

• creating awareness and improve understanding with target audiences

• unifying studies within a common identity

• achieving greater engagement from investigators

• enabling alignment and motivation for both internal and external stakeholders.

Investigator support

Novel web-based, community programmes to support your multi- centre trials and registries and build your advocacy leaders.

Patient adherenceMass has developed patient adherence programmes for a number of orphan drugs  which have seen good success in overcoming barriers to adherence. These programmes combine patient education and adherence support tools with a personalised nurse support service. This multi- disciplinary approach helps empower patients with the knowledge of why they should stick to their prescribed treatment course at the right dosage, and the belief in their ability to take control of their health.

Enhanced patient adherence is good news all round, as optimal patient outcomes, improved physician-patient communication and more cost-effective care benefits both patients and clinicians, as well as fostering brand familiarisation for your product.

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Market analysis – fast, accurate mapping

Traditionally clinician market research has adopted a global ‘top down’ approach. An additional and new approach can be provided by Mass to gain increased regional alignment and accurately understand the most appropriate scientific data messaging that is needed by HCPs and key stakeholders.

Digital market analysis tools can provide such regionalised maps of HCP attitudes, knowledge and behaviours towards treatments, competitors and your own products. Digital deployment ensures that this can be done rapidly.

Such intelligence can often contrast with that of global advisory board viewpoints and test and augment these with a richer regional landscape understanding. This is our ‘three dimensional’ approach: expert, one-off and regular perspectives that can be e-based, live, and integrated with programmes custom-designed for your MSLs.

Digital market analysis, segmentation and field intelligence platforms can also contribute to the ‘3D’ market understanding approach.

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MSL optimisation
and insights

Delivering effective communications in the healthcare sector poses numerous challenges. As the complexity of products increases, and the time for launch preparation is often shortened, there is increased pressure for MSLs to supply a deepened clinician interface, high science fluency, and timely and specific data provision.

Allocation of MSL activity can be highly influential on product success. The quality of HCP engagement is increased when MSLs are provided with aligned support tools based on MSL derived insights. The future role of MSLs has been the subject of much discussion, and the prior benchmark ratio of 1:10 MSLs to traditional field force personnel has been dropping sharply over recent years. Some companies now foresee an era of specialist field staff only. With increased investment in MSLs there is increased scrutiny, and thus a need to ensure optimised MSL activity.

MSL Training- product and aligned marketplace issues

Training Channels – Standardised, validated and immersive journey. Platforms designed to provide an effective measurement and tracking dashboard both for enhanced management and also regulatory compliance/oversight. Signals and trends can be elicited to shape future training.

MSL Optimisation and insights

Account strategy alignment and enhanced MSL training delivered by:

• gathering competitive intelligence

• promoting accuracy in diagnosis and disease definitions

• analysing and addressing perceptions of therapy

• understanding treatment habits in defined areas

• systemised regional and global collection of data on barriers and needs.

As product complexity increases there is increased pressure on MSLs for HCP interface and data provision.

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Services/
Behavioural change/
stakeholder engagement

The key to improved outcomes delivery

Mass are expert in successful programme creation and delivery for public, patients, HCPs, commissioners /payors , and internal audiences.

From self-assessment apps for patients precipitating HCP consultation, to adherence programmes, to awareness raising.

Campaigns in multichannel formats, and in-depth HCP disease training and CPD/CME accreditation.

Mass has developed patient adherence programmes for a number of orphan drugs which have seen good success in overcoming barriers to adherence. These programmes combine patient education and adherence support tools with a personalised nurse support service. This multidiscipline approach helps empower patients with the knowledge of why they should stick to their prescribed treatment, and the belief in their ability to take control of their health. Enhanced patient adherence is good news all round, as optimal patient outcomes, improved physician-patient communication and more cost-effective care benefits both patients and clinicians, as well as fostering brand loyalty for the drug.

Multi- industry experienced specialists deployed to match your programme needs.

We have put our collective brainpower together for many brands across various sectors: healthcare and pharmaceutical, retail, hotels and restaurants, automotive, professional and financial services, petrochemical, manufacturing, property and real estate, tourism, leisure and entertainment. This contrasting experience set helps ensure clients are unconstrained by narrow thinking and lets us deliver truly innovative programmes and changed outcomes. …it almost goes without saying that we are experts in sparking conversations across all media channels whether offline, online, in print, on social or digital, in pictures, on video or TV. Be inspired by our client work or contact us to see how we can help you.

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Services/
Brand & Promotion

A core thought, multi- channel execution

Mass specialise in providing integrated multichannel print, digital and social media solutions to healthcare clients. Our integrated approach means true consistency of brand identity across all channels. For example, for a leading pharma company, we take responsibility for the portfolio of brands across multiple websites- for promotion, for disease awareness, and also via personalised apps. We do this for HCPs, Patients, Consumers, and internal audiences.

We excel at distilling complexity into a single compelling thought. We call this ‘Abstraction’. We give brands a distilled abstracted ‘voice’ that cuts through the clutter, connects with customers and elicits a positive outcome. Delivering effective communications in the healthcare sector poses numerous challenges. Tight regulations, saturated channels and increased competition all make it difficult to differentiate and reach target audiences and stakeholders. Mass has found that a clear voice can overcome these hurdles by cutting through the clutter of the marketplace and drilling down to what really matters to the customer.

However, finding that all-important clear voice doesn’t come easily – it requires thorough customer understanding and in-depth knowledge of the healthcare market, not to mention hard work and inevitable trial and error to find simple, yet powerful solutions that speak directly to the right people, in the right way and at the right time. As Isaac Newton once said, ‘Truth is ever to be found in simplicity, and not in the multiplicity and confusion of things.’ At Mass, we couldn’t agree more. We believe if you keep it simple you’ll uncover what is really going on and find a distinct clear voice for your brand – one that always reaches it’s mark and resonates with customers to instil trust and build rapport.

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Services/
Medical Affairs

The evolving medical affairs agenda – a ‘New Normal’

Medical Affairs responsibilities have evolved and continue to do so. Pharma faces unprecedented marketplace disruption to the asset commercialisation process. We recognise this and continually innovate to provide best in class solutions to address these challenges. Digital technology and multichannel fluency enhances and accelerates your results across the continuum.

Our goal is to partner with healthcare clients to extract maximum value for each asset in this challenging environment – the new normal. We do this through a deep understanding of your environment, by applying critical thinking to all we do and by proposing solutions that drive customer acceptance and raise the bar for your competitors.

Example key issues:

Increased expectations:
HCP Interaction Not only is there a need to interact with HCPs with greater clinical depth, but clinician expectation is for ever greater digital engagement.

Alignment: the HCP environment
Urgency to understand the key issues and barriers for clinical, regulatory, access, through extended stakeholder relationships

Augmented responsibilities: time constraints
Strategic role requires greater versatility and increased workload to handle changed responsibilities

Regulatory compliance: increased transparency
In all communication and training programmes there is a need to offer technological securement and transparency in compliance. There is a new need for centralised, web-enabled systems to manage and track consistent presentation of messages, and the gathering of insights.

Service Type

Classic medical communication
MedEd Programmes – creation and delivery
Advisory boards – F2F and virtual
Strategic Publications Planning and Publications
Disease Awareness
Scientific Affairs – high science strategy and delivery
KOL Development, Patient Advocacy, Patient Communication/Education, Live Events,
Digital Engagement, eLearning, Gamification, Stakeholder Engagement/Behavioural Change

MSL Optimisation
MSL Optimisation, training and alignment for Market Intelligence – novel tools, platforms, dashboards, KOL digital support items, digital research enhancement

Market Insights
Rapid Market experience – depth enhancement through digital tools. Regional and National.

Digital Engagement
HCP/Association Web Communities, Risk Assessment Tools, Multichannel and Social Media

Clinical and R&D Support
Clinical Trial Communications, Digital engagement, Investigator Web Communities, Investigator meetings, CT Identity/Branding/Comms Internal and External

Strategy
Strategy Development, Portfolio Analysis

Digital across all functions
Training, Comms, Content

Scientific Communications
Internal Comms and Education

Training/ Employee Engagement
National, LOCs, MSLs, all staff

Market Access/Big data/
Reimbursement, Cost Modelling, Risk Assessment Tools, Market Access HEOR

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