Patient and Family Support

We seamlessly manage the entire patient and clinical support pathway with the patient at the very heart of everything we do. We coordinate with local hospitals and clinicians and have multi-clinical interventions for patients and families at home or clinic to support adherence and persistence.

Our approach to patient care is flexible and designed around the requirements of the drug and the needs of the patient, clinician and pharma company. However, on one thing we stand firm – and that’s our ability to seamlessly manage the entire patient and clinical support pathway and stay responsive to the needs of everyone involved.

Delivering patient-centric care

Understanding our 200,000 patients is critical to the services we provide. That’s why we consider every stage of the patient journey and put in place services that meet all our patients’ needs, alleviate worries or anxieties, and build confidence in the drug and treatment plan.

Putting patients at the heart of what we do

We coordinate with local hospitals and clinicians throughout the treatment journey and have multi-clinical interventions for patients and families, at home or in a clinic. This helps make sure patients adhere to and persist with their medication. At a glance, we support patients in the following ways:

  • Patient & family care, support and advice
  • Access to patient communities
  • Clear signposting to additional support
  • Reliable nursing services and treatment admin
  • Fast access to first medication
  • Help preparing for the first hospital appointment
  • On-call support and a flexible out-of-hours service including a pharmacy line for patients who have questions about their medicine
  • Wellness tracking

We have many years of experience and a full understanding of the needs of the whole family, especially when the patient being treated is a child. Our pool of paediatric specialist nurses ensures that support is given to the whole family. This includes counselling services or access to clinically trained patient support services.

European Coverage

We have European coverage for all medical professional requirements including dedicated clinical trial nurses trained in specific therapy areas; nursing homecare with drug delivery and nurse interaction options; in-country patient support and training; and real-world evidence for extensions, reimbursement approval, and contribution to registries.

Multilingual Care Bureau

We support patients and their families through the Care Bureau. The service is operated by experienced nurses and provides round-the-clock support 24 hours a day, 7 days a week,
in the language of the country where the patient is calling from.

Dual Pathways

To cater for the specific needs of each patient we have dual hospital and/or home support pathways. We also have dedicated services for patients requiring drug deliveries, patients of clinical trials, and patients requiring more complex homecare.

In the last year, our nurses have made 301,000 patient visits and our customer service teams have answered 780,000 inbound calls and made 1.6 million outbound calls.

Seamless patient onboarding

When it comes to new patients, we make things easy for everyone. Through just one single multilingual point of contact and one multilingual coordination centre, we seamlessly integrate and manage the following:

  • The initial set up

    The initial set up

    This covers all the bonafide checks, legal contracting, proof of storage capability, SLAs and financial account set up, and training for handling and storage of drug, at the specified hospital. It also includes setting up a lab for tests (for contracting, SLAs and account set up), and assigning a local nurse, a local Country Manager and client customer services team for all communication and escalation processes. We have existing systems in place (tested end to end) and SOPs in the Quality Management System.

    • Drug order and delivery

      Drug order and delivery

      This includes the processing of all orders and invoices electronically, as defined by government and regulators.

      • First nurse visit

        First nurse visit

        We’ll coordinate the first nurse visit to hospital coinciding with product.

        • Patient and family handbook and literature

          Patient and family handbook and literature

          We understand the importance of giving patients and their families all the relevant information to help them stay informed and feel supported throughout their treatment. That’s why we’ll provide all the relevant supporting material and our nurses take the time to distribute and explain it.

          • Payment


            We’ll process all hospital and laboratory payments, and when necessary, follow up on any bad debt.

            In-market support to clinicians

            Patient literature

            We provide and explain all patient information literature and distribute the relevant family support materials. We also gather on-going quality of life information.

            Individual funding requests

            We work closely with the clinical team to supply you with all the required information. We’ll also support you with local submissions in the local language.

            Key opinion leaders

            We distribute all direct communication materials and our nurses act as a partner between the drug manufacturer and the local clinical team. This includes setting up meetings on behalf of the manufacturer.

            A complete solution across the drug lifecycle

            We offer a fully managed service across the drug lifecycle, designed to meet the specific challenges of launching and delivering orphan drugs for rare and ultra rare diseases to patients in Europe & beyond.

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