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Four Key Considerations for Creating an Effective Patient Support Program

  • Writer: SAKS Market Access Team
    SAKS Market Access Team
  • May 28
  • 3 min read

Blog Post on Four Key Considerations for Creating an Effective Patient Support Program

Manufacturer patient support programs (PSPs) are designed to improve patient access, adherence, and outcomes through a set of coordinated services and resources that address both medical and non-medical needs. As the healthcare environment becomes increasingly complex, the success of a PSP depends on several strategic and executional elements. Each component plays a unique role in optimizing patient experience and ensuring the program’s overall effectiveness.


  1. Empathy

A good PSP deeply understands the insights of the patients it serves. Patients may be newly diagnosed, managing chronic conditions, or undergoing complex treatments. Each patient journey has distinct emotional and practical needs. Research can help identify their pain points, motivations, and engagement preferences. The more the program resonates with their journey and experiences, the more likely it is to foster trust and loyalty.


  1. The Right Design

A centralized hub acts as the operational backbone of a good PSP, coordinating activities such as benefits investigation, prior authorization, copay assistance, and patient communication. A well-designed hub integrates seamlessly with patients, care partners, healthcare professionals (HCPs), payers, and pharmacies, enabling timely and accurate information exchange among these stakeholders. Effective hub design supports faster therapy initiation, better adherence, and overall program efficiency to enable better patient outcomes.


  1. A Unique Identity 

A well-branded PSP not only builds trust and recognition but also fosters long-term engagement among patients, care partners, and HCPs. Effective branding goes beyond a logo or tagline—it reflects the values, purpose, and unique offerings of the program. The following are keys to building a successful PSP brand:

  • A unique and memorable name that evokes care and support

  • The right tone to communicate a voice that’s compassionate, empowering, and trustworthy

  • Differentiation. How are your offerings different from your competitors’? Whether it’s 24/7 nurse access, tailored educational resources, or digital adherence tools, this must be clearly and proactively communicated 

  • Consistency in messaging and visuals across channels will build familiarity and trust, making patients and care partners more likely to engage and stay involved with the program over time 


  1. There When Needed

A good PSP knows how to be present at critical moments when the patient journey intersects with obstacles to care. 

  • Patients are often navigating a new diagnosis or treatment journey when they encounter PSP enrollment, so a streamlined and user-friendly enrollment experience that reduces administrative complexity is crucial 

  • A welcome kit provided upon enrollment can help orient the patient to program offerings and reassures them that the PSP is a trusted partner. Typical contents might include medication guides, educational materials, contact information for support services, and tools for tracking treatment progress. In some cases, emotional support materials or peer stories may also be appropriate

  • A well-designed program website serves as a digital nucleus for patients, care partners, and HCPs. It should offer intuitive navigation, secure access to tools and forms, and up-to-date information on program offerings. Mobile responsiveness is essential, as many patients access healthcare information via smartphones 


Better PSPs mean Better Healthcare Tomorrow™

Effective PSPs are more than just add-ons to treatment—they are integral to ensuring patients can initiate, adhere to, and benefit from therapy. At SAKS Health we have found that by prioritizing the patient point of view into program design, branding, and communications, manufacturers can create PSPs that truly center the patient experience while improving adherence and patient health outcomes. As healthcare continues to evolve, these components will remain vital in delivering value-based, patient-centered care.

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