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Patient Journey Optimization

Find the Silent Leak™. Then enable the journey that closes it.

We start from what already exists: service level agreements, syndicated and operational data, and market research. Together they reconstruct the patient journey, locate the Silent Leak, and shape an optimal journey that reaches more patients and providers.

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The Silent Leak

Not denied. Never counted.

The Silent Leak is revenue lost to patient friction that no single function sees, because each function’s own metrics look acceptable. It is the distance between a product’s approval rate and its access rate, and the 10 Exits of Therapy™ is how it is measured.

What an approval rate actually measuresA bar of every prescription. The first three segments, prior authorization never started, rejected at the pharmacy and never recovered, and abandoned before the first fill, are never counted. Only the rightmost segment, prior authorizations actually submitted, is measured, and a 90 percent approval rate describes only that slice.NEVER COUNTED: THE SILENT LEAKA 90% APPROVAL RATE DESCRIBES ONLY THISPA never startedRejected atpharmacy, lostAbandoned beforethe first fillPA submittedapproveddeniedNo rejection, no appeal, no variance. Nothing about these patients was ever recorded.You are paying for them either way.

Scroll sideways to see the whole bar.

Proportions are illustrative. The point is not how large the uncounted group is, but that the number describes only the rightmost slice.
Your approval rate is not your access rate. It describes the prescriptions that survived long enough to be measured.

How we find it, and close it

Start from what already exists.

Every engagement begins with the service level agreements in place and the syndicated and operational data already available. Together they reconstruct the patient journey as it runs today, and market research tells us why patients leave where they do.

From what exists to expanded reachService level agreements, syndicated data, operational data and market research feed a reconstructed patient journey. That reveals a map of the Silent Leak, which shapes an optimal journey, which expands the program's reach to more patients and more providers.Service level agreementsSyndicated dataOperational dataMarket research01 RECONSTRUCTReconstructedjourney02 LOCATESilent Leakmap03 ORCHESTRATEOptimaljourney04 EXPANDMore patients,more providersA static picture of the journey as it runs today, built from what you already have.

Scroll sideways to follow the flow.

01ReconstructService level agreements, syndicated data and operational data rebuild the journey as a static picture of every handoff.
02Locate the leakInformed by market research, find and size the biggest areas of the Silent Leak, exit by exit.
03Orchestrate the optimal journeyDesign the journey across patient hub, specialty pharmacy, copay program and field, each enabled with one view of the patient.
04Expand reachExtend the program to more patients and more providers, so support arrives before the exit, not after it.

The optimal journey

Every partner enabled, one view of the patient.

The patient hub, specialty pharmacy, copay program, field and payers each touch only some of the exits. Enabled orchestration connects them, so the journey is designed once and every partner acts on the same picture of the patient.

The optimal journey, enabledAn enabled orchestration layer sits above all 10 Exits of Therapy with a line of sight to each one, while the patient hub, specialty pharmacy, copay program, field and payers each touch only some of the exits.ENABLED JOURNEY ORCHESTRATIONEvery partner connected to one view of the patient, before the channel gets complexPatient hubSpecialty pharmacyCopay programField and payers01Diagnosis02Provider03Prescription04Enrollment05Coverage06Authorization07Affordability08Fulfillment09Engagement10Initiation

Scroll sideways to see the whole diagram.

Each partner touches only some of the exits. Orchestration is the one place with a line of sight to all ten.

Where it applies

The exits it works, and when.

See the exits of therapy this service works and the Product Lifecycle Phases where it fits, shown on the full patient journey.

See where it applies

From the work

Where this came from.

Advisory engagement

Specialty Channel, Patient Orchestration and Affordability Governance

A rare disease product where every patient carries outsized weight, and a channel concentrated in one organization.

Read the use case →Key concept

A Launch Does Not Fail in the Forecast. It Fails in the Exits.

Half of a launch class misses its first-year forecast. The miss is rarely in the model.

Read on patrickrcoyle.com →