adherence project

ALK ENTERPRISE 2.0 PROJECT:

a “SOCIAL” APPROACH

WWW = World W

ide WE

ALK

ENRICO FISICHELLA- ALK

lunedì 18 ottobre 2010

PATIENTS’ ADHERENCE

PHYSICIANSCOMMUNITY

ON LINE

“SOCIAL” TOOLSTO BUILD AND SHARE

COLLECTIVE INTELLIGENCEAND

PROJECTS

PATIENTSCOMMUNITY

ON LINE

ONE-TOUCH KM

SYSTEM

MULTI-TOUCHCUSTOMER SERVICE

ALKENTERPRISE 2.0

PLATFORM



ALK ENTERPRISE 2.0 PLATFORM

ARCHITECTURE AND TOOLS

INTELLIGENT REPOSITORY

FORUM/WIKI CONTENT MANAGEMENT

COMMUNITY ON LINE

“GOOGLE” SEARCH AND TAGS

INSTANT MESSAGING

SAP DATA



Patients Adherence Design by

ALK ENTERPRISE 2.0platform



a “ multi-touch points” approach

ALK PATIENT

ADHERENCE

touch points

ALK customer service dept.

payments and logistics

Medical dept.

marketing dept.

sales force

family physicians

other patients experienced with immunotherapy

social network

allergist



Many reasons for non-adherence

regimen (adverse effect or no remission of symptoms)

poor instructions

poor provider-patient relationship

poor memory

patient disagreement with the need for treatment

inability to pay for it



designing an “adherence journey”

www.allergia.itwww.wikiallergia.it

www.wikialk.ite-prescription

desease management



http://www.allergia.it


http://www.wikiallergia.it


http://www.wikialk.it


www.allergia.it

on line updated useful info

for patients

orders

product delivery and logistics

vaccines and immunotherapy: instructions

main actions calendar(reorders)

e-mail remainders

visualise the “three years journey” and goal achieved

on line therapeutic regimen

not only “scientific” information for patients





not only PRODUCT information for allergists

www.allergia.it

on line updated useful info

for ALK PHYSICIANS

PATIENT’S PRECRIPSTION & ORDER

PATIENT’S product delivery and logistics

PATIENT’S STATUS ON REGIMEN ADHERENCE

LIST OF ALL PHISICIAN’S PATIENTS WITH PRESCRIPTION DATA

ALLERT ABOUT NON-ADHERENCE PATIENTS





Moving toward Customer service focused on adherence:THE WIKIALK HUB

(1) all departments, where the patient may go with complaints or question ( this includes sales, medical dept., marketing), are included in a fast on line information flow, constantly updated

(2) all the employees in these departments are allowed to listen and give the right answer

(3) all the issues related to patient are scheduled and registered on a record that represents the relationship’s story between the company and the customer

notifications system

by wikialk HUB

notifications management by

wikialk HUB

patient card on web

by wikialk HUB

expected benefits

reduced average response time for posted questions

increase in the percentage of problems solved with

patient satisfaction

reduction of inbound and outbound calls

toolsactions



“www.allergia.it”















www.allergia.it

www.wikialk.it

www.wkiallergia.it







http://www.wkiallergia.it

http://www.wkiallergia.it

for the alk precribers

&for the alk

customers/patients

www.allergia.it

www.allergia.it







the on line ALK employees community

www.wikialk.it





www.wikiallergia.it

the on line physicians community interested

on immunotherapy





• business process reengineering

• change management releted to

“social” and collaborative approach

• data transfer from SAP/ERP to

web-based platform

issues?



adherence project

Business

Transcript of adherence project