A version of this article was previously published on PharmaPhorum.
The healthcare ecosystem is undergoing a fundamental, albeit gradual and sometimes painfully slow, transformation, shifting from a volume-based model—where prescription volume is prioritized—to one driven by value-based care. In this beyond-the-pill model, emphasis is placed not only on clinical outcomes, but also on real-world patient experiences. At a time when patients demand greater transparency and control over their health journey, patient engagement is no longer a nice-to-have feature or a regulatory checkmark for Pharma—it is a measurable driver of long-term commercial sustainability.
The efficacy of even the most innovative therapies can be fundamentally eroded by poor adherence, low health literacy, and disconnected care pathways. To overcome these issues, creating an environment where the patient is recognized as an active participant in their care journey, empowered to understand and manage their condition, is critical.
Key Elements to Ensure Activated and Involved Patients
1. Shared Decision-making
First and foremost, improved patient activation requires shared decision-making (SDM). SDM can be defined as a collaborative process that merges clinical evidence with the patient’s values, preferences, and lifestyle to select the optimal treatment path. For Pharma, this represents a crucial strategic shift: moving away from a prescriptive model (Pharma → Prescriber → Patient) to a supportive model that enhances HCP-patient dialogue.
This supportive approach can take many shapes, but one of the most straightforward involves developing tools and resources that enable open, balanced HCP-patient conversations. There is no limit to what this can look like, but popular examples include interactive symptom trackers, risk/benefit calculators, eDiaries, and easy-to-use digital decision aids that direct patients to pertinent information based on their individual demographic and clinical characteristics or risk factors, along with printed and digital educational materials covering the topics that matter most to patients. By investing in SDM support tools, Pharma can help ensure patients not only start therapy but also align psychologically with it, setting the foundation for long-term adherence and treatment success.
2. Personalization
The second key factor is radical personalization. Moving beyond basic patient segmentation, true personalization means addressing the patient’s unique and complex barriers and needs. This includes social determinants of health (SDoH), health literacy gaps, logistical hurdles, and/or underlying emotional states.
Here, real-world data are useful for creating dynamic, adaptive treatment and engagement plans. For example, for a patient with mobility issues, a personalized plan might involve at-home delivery of medication or remote care. For a patient with low health literacy, it might mean educational content delivered via short animated videos rather than through dense written materials. Leveraging interactive digital tools, such as guideline-based interactive decision aids, during consults can further help patients understand why a certain treatment regimen is suitable for their individual situation.
3. Authenticity
Patients these days are overwhelmed by data and information–simply getting information in front of them is not an issue, but neither is it enough. Any Pharma communications and materials must be relevant, empathetic, and clear; they must be authentic. This requires moving away from generic or overly complex messaging toward a focus on patient-authored narratives and real patient stories. Materials should feature diverse patient voices and directly address the emotional and psychological realities of living with a certain condition, in addition to any relevant medical information. When communications feel “human,” they foster trust and resonate deeper with patients than clinical information and scientific data alone.
4. Innovation and Creativity
It is no longer enough to give patients only printed materials or to only share information on social media or websites. The “patient engagement toolkit” must embrace digital innovation to meet patients where they are. This will look different for each patient population, but Pharma should consider leveraging innovations such as gamification to encourage and reward treatment adherence, artificial intelligence to give patients timely answers to their most pressing questions, and bite-sized interactive materials such as animated videos, interactive infographics, and digital decision aids to facilitate HCP-patient discussions. No matter which strategy is chosen, Pharma should continually iterate on and refresh these engagement strategies, ensuring they remain relevant, impactful, and ahead of the curve.
5. Inclusion of the Patient Voice
For all of the above materials, it is key to use patient-friendly language and focus on what matters most to patients (hint: it’s not always what Pharma or HCPs might think!). The best way to involve patients in ensuring any materials or tools shared are indeed patient-friendly is to ask them directly or (even better) to involve them from the get-go to draft the concept and materials. They can also be asked to lend their voices literally and directly to any initiatives–whether videos, podcasts, or written materials. Without this crucial step, can we really call something “patient-centric”?
Benefits of Patient Activation
For Pharma, patient engagement is a strategic investment that yields clear returns for both the individual and the organization.
- Enhanced Outcomes for the Patient. First and foremost, engaging and educating patients leads to empowered patients who are more likely to adhere to the recommended treatment. Better adherence leads to better treatment effectiveness and potentially fewer adverse events. In turn, this might improve the patient’s quality of life. This cycle of ongoing education + support → engagement → SDM → empowerment → adherence → better results and outcomes is crucial on both the individual patient level and on a broader, systems level.
- Commercial Impact. Non-adherence is a major cause of lost revenue across the pharmaceutical industry. Engaged, empowered patients are (more likely to be) adherent patients. Additionally, recognizing a company’s support for a particular therapeutic area, prescribers may be more likely to keep that company’s product top-of-mind during the SDM process.
- Improved Clinical Trial Recruitment and Retention. In theory, high patient engagement could shorten the drug development timeline. Engaged patient cohorts are better recruiters and spokespeople for clinical trials, potentially leading to faster enrollment and lower attrition rates.
- Demonstrated Value. Data gathered through engagement programs—specifically, strong, aggregated patient-reported outcomes (PROs)—are powerful tools in market access negotiations. When Pharma can demonstrate that their support programs and initiatives enable patients to achieve better outcomes, the value proposition with payers and health systems is strengthened, bolstering their brand reputation and competitive edge.
- Improved Relationships Between Pharma and Both HCPs and Patients. By taking a support role and acting as a bridge connecting HCPs and patients, enabling SDM, Pharma can improve not only its relationships but also its reputation with both stakeholder groups.
Conclusion
The long-term success of the pharmaceutical industry is inextricably linked to the quality of patient support and activation it can provide. As the industry pivots further into complex and specialized therapeutics, the patient’s commitment to treatment becomes a key variable in determining value. To this end, initiatives that support SDM, such as educational resources or interactive digital decision aids, are imperative. To be truly successful, initiatives should be personalized, authentic, innovative, and based on the patients’ own voices. When they are, everyone benefits.
About Impetus Digital
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