Helpful Videos Ease Patient Enrollment Process

Challenge

Through the patient assistance program website, a biopharmaceutical company provides certain medicines and adult vaccines for free to people who do not have prescription drug or health insurance coverage and who, without assistance, cannot afford their medicine and vaccines. To support patients, caregivers and health care providers who had questions about the program, they wanted to provide additional online resources to help make the process easy and intuitive for users.

Actions

Working directly with the program administrator and the partner organization which handles product fulfilment, SPI Group researched the common questions and issues that arise for the application process to find trends. In addition to frequently asked questions on the website, SPI wanted to develop a user-friendly feature to allow applicants to quickly understand the process and help them complete the application.

Using the research gathered, SPI Group wrote and developed two tutorial videos —one for the medicines program and another for the vaccine program – that guided patients through the enrollment process step-by-step.

These easy-to-follow videos walk through the entire process, call-out common questions that are asked by applicants and highlight areas that are sometimes not completed properly by applicants, which results in the application being delayed for approval.