Providing innovative solutions and services is at the heart of what we do for our clients.

In FY2020, a client was seeking a differentiated patient support programme. At the outset, the therapy area they required appeared to be crowded with a lot of generic alternatives, and the client’s patient group had a history of treatment failure and non-compliance.

To solve the client’s unique challenges, two of our businesses, Ashfield Clinical and MicroMass Communications, developed an outstanding patient experience strategy and won the project. Their solution included a clinical educator-led, omnichannel patient support programme.

Launched in 2020, the programme is being delivered by nurse clinical educators from Ashfield’s U.S.-based contact centre in Fort Washington, with support from MicroMass’ behavioural science programmes and insights.