use cases

Patient Support Programs (PSPs)

Deep personalization of Patient Support Programs with digital technologies to enhance patient experience and adherence.


Patient Support Programs (PSPs) face increasingly daunting challenges in today's healthcare landscape. The rising complexity of diseases, the fragmentation of communication channels, and limited resources pose substantial obstacles. Traditional PSPs struggle to adapt to the diverse needs of patients, resulting in suboptimal engagement and adherence rates. The impact is particularly pronounced in chronic conditions, where sustained support is crucial for effective disease management.

Size of the Problem

  • 60% of patients do not follow their doctor's instructions (1).
  • Medication nonadherence can cost the U.S. healthcare system up to $300 billion annually (2).
  • Medication nonadherence can increase hospitalizations, medical complications, and mortality (2).
  • Patients with chronic diseases, such as diabetes, hypertension, and heart disease, are more likely to not adhere to their treatment (3).

Why it matters

The significance of addressing these challenges lies in the profound impact on patient well-being and the broader healthcare ecosystem. PSPs are pivotal in ensuring patients receive the necessary information, support, and resources for effective treatment. Improved adherence improves health outcomes, reduces hospitalizations, and optimizes resource utilization. Beyond the individual level, enhancing the effectiveness of PSPs contributes to the overall efficiency of the healthcare system, aligning with the broader goal of delivering quality care while managing costs.

In a world where chronic diseases are on the rise and healthcare resources are stretched, effective PSPs become instrumental in bridging the gap between patient needs and available support. The adaptive response to these challenges improves the individual patient journey and aligns with the overarching objectives of creating a sustainable and patient-centric healthcare environment. Addressing the PSP dilemma is, therefore, a critical imperative for the industry, impacting patient outcomes, healthcare costs, and the overall efficacy of healthcare delivery.


1. Deep Personalization

Artificial intelligence (AI) leverages patient data such as medical history, preferences, and treatment goals to create personalized profiles. By analyzing this data, AI identifies patterns enabling the customization of specific interventions for each patient. This includes tailored medication recommendations, personalized reminders, and relevant informational content. Deep personalization enhances efficacy by addressing individual needs and increasing the likelihood of adherence.
Quantitative Impact: 20% increase in adherence through data-driven personalized interventions (4).

2. Enhanced Patient Experience

AI transforms the patient experience through more intuitive and tailored interactions. AI-driven chatbots enable real-time communications, responding to common questions and delivering emotional support. AI also analyzes patient feedback, dynamically adjusting interactions to improve the experience continuously. Machine learning enables PSPs to anticipate patient preferences, offering more proactive and personalized support.
Quantitative Impact: Improved patient experience linked to a 15% increase in trust in the program and, consequently, adherence (2).

3. Comprehensive Impact Measurement

AI enables thorough measurement of PSP impact. Beyond basic indicators, AI analyzes data to assess the quality of interactions, intervention effectiveness, and the evolution of clinical outcomes. By incorporating predictive analytics, AI can identify trends and foresee potential adherence challenges, allowing for preventive interventions. This leads to continuous data-driven improvement and precise adaptation to the changing needs of patients.
Quantitative Impact: 15% reduction in healthcare costs and a 30% improvement in clinical outcomes, thanks to preventive interventions and early adjustments driven by AI (4).


  • Demographic data of the patients.
  • Medical history of the patients.
  • Preferences and treatment goals of the patients.
  • Prescription data.
  • Interaction data with the patient.


  1. McKinsey & Company. (2021). Patient engagement: The key to improving outcomes.
  2. Agency for Healthcare Research and Quality. (2021). Medication adherence.
  3. Centers for Disease Control and Prevention. (2022). Adherence to chronic disease medications.
  4. World Health Organization. (2021). Adherence to long-term therapies.

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