Clinical transition, at-home therapy, pump onboarding and call centre Patient Support Program (PSP) for neurological patients across Europe

CASE STUDY (EU)

Client: Global Biopharma Company
Therapy Area: Degenerative Neurological Diseases
Regions: Germany, Austria, Spain, Scandinavia
Focus: Integrated field and virtual patient support program

The challenge: Integrated Patient Support Program

Our biopharma client provides an pump therapy for patients with an advanced neurological disease. They needed an integrated Patient Support Program (PSP) offering a seamless experience from the clinic to the home to help patients, care givers and HCPs navigate the disease and successfully integrate the treatment into their daily lives to achieve optimal symptom control.

But various agencies across Europe were providing different elements of the program, with no learnings or efficiencies realized to improve patient care and adherence.

A journey of partnership and progress

What began in 2017 in Spain has evolved into one of our most sophisticated, multi-country PSPs.

Spain: Laying the foundations for patient support

In 2017, we set-up telephone support providing disease education and treatment navigation for patients.

Germany & Austria: Taking over PSP from another provider

In 2021, we completed the seamless transition of the at-home therapy support and 24/7 emergency patient hotline from a previous provider. It was critical to transition legacy services and personnel without disrupting care.

Spain: Adopting the integrated model

In 2023, we completed the transition of a field nurse team from a previous provider to build a new integrated field & virtual service for patients.

Spain, Germany and Austria: Evolving our service to deliver ground-breaking new treatment

With a new portable pump formulation ready for European rollout, between 2023 and 2024, we strengthened our teams and infrastructure in Spain, Germany and Austria delivering the PSP.

Scandinavia: Our service grows further

In early 2025 , we began the transition of PSP services in Scandinavia. A new contact centre has been launched in Norway, while in Sweden and Denmark, existing nurse teams and emergency hotlines are being seamlessly transferred into Inizio Engage.

What our integrated PSP looks like across Europe

• In-clinic: Our clinical educators join patients on their first appointments at the specialist clinic.
• Homecare: Our clinical educators and nurses provide application-securing therapy support in the home environment: personalized onboarding for patients and care givers initiating pump therapy.
• Personalized device onboarding: Our clinical educators and nurses help patients and care givers initiating pump therapy familiarize with the new device.
• Patient contact centres: Telephone access to medical agents and nurses, outbound care calls, video calls for patient education and coaching. 
• Medical device logistics: Full-service calibration and shipping managed by our internal logistics team (excludes Spain and Austria).
• Closer collaboration with HCPs: Our pump dispatchers also coordinate contact between clinical educators and the patient’s consultant.

The clinical teams delivering a seamless patient experience

• 80 clinical educators supporting both clinic and home settings in Germany and Austria
• 36 medical agents providing round-the-clock support in Germany 
• 4 logistics experts ensuring timely delivery and calibration of medical devices in Germany and Austria
• 30 nurses and nurse coordinators and a project manager providing at-home therapy support and virtual support in Spain

Meeting, and exceeding, KPIs

• Full integration of former field nurse team with 99% nurse retention rate after 1 year (Spain).
• 100% Service Level for appointment with Patients on time (Spain).
• 9 out of 10 Satisfaction Level rating by HCPs (Spain).
• 100% Service Level for 3 days between appointment request and endoscopy.
• 82% Service Level for Contact Centre.

This long-term, evolving patient solutions partnership exemplifies how Inizio Engage helps biopharma companies support patients with new treatments, optimize care pathways, and empower patients living with chronic neurological conditions.