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18 January 2018
Pharmaceutical companies are starting to embrace text messaging as a key tool to provide patients and their caregivers with much needed support. Although texting is not a new technology, using it as an interactive communications / CRM tool for patient management and support is a new practice. When planning and executing a messaging program there are many issues and challenges that need to be addressed. What follows are the key things to think about as you consider designing a patient touch program via text messaging.
When we work with our clients we help them walk through many mileposts along the way and it starts by asking many of these important questions:
You may want to use texting to educate patients, sign them up for additional services (e.g. nurse support), or to help them with therapy compliance (adherence and persistence) or perhaps build a comprehensive patient support program. Do you want to engage a patient caregiver as part of the program? Are you collecting data? If yes, how is it being captured?
You can't stop them from texting back, so how will you handle this? At CareSpeak*, we have developed a set of tools uniquely designed to help pharma companies deal with this tricky issue. Does your vendor have this covered? If you do want them to text you back, do you want it to be "controlled" or open ended? What are the consequences of this decision? If you want to leave it open-ended, how will you monitor it? How will you route the messages and to whom? How do you deal with Adverse Event reporting?
With our years of experience setting up patient engagement programs, we have successfully navigated our clients through all of these questions and more. We can work with you to ensure that your programs are designed to have the best chance of success at meeting their goals and objectives while improving patient care. The best part is, we can do it all while fitting your messaging neatly into the patient's daily routine.
*CareSpeak Communications is now a part of OptimizeRx Corporation, NASDAQ: OPRX