IQVIA, Inc.

None Nancy McGee, JD, DrPH, VP & General Manager, US Patient Support ServicesKatie Wilson, Managing Director, US Patient Support ServicesWhile digital technologies have reshaped many industries, healthcare is one of the last to rely on faxes and phone calls. This holds true for workflows in physician offices and hospitals, which are heavily reliant on legacy technologies. Patient support services programs operate as the bridge between these workflows and newer innovations to speed patient access to therapy.For over a year, IQVIA has deployed artificial intelligence (AI) to support multiple clients on patient support programs of all sizes. Through these experiences, we are gathering valuable insights about what works, what doesn't, and how AI might help us all fundamentally transform the operation of patient services. In this article, we share five early learnings that we hope will inform and inspire colleagues working in the patient support services environment. 1. Expect some resistance to change.As humans, we often find comfort in what’s familiar and resist anything new. Patient support agents are no different.When we trained agents on AI-powered capabilities, they expressed excitement about how these innovations could improve their work. But after implementing new features, we discovered that agents were not necessarily adopting them.For example, our Patient Relationship Management platform transcribes and summarizes calls in real time—a capability that you might assume would eliminate the need for manual notes in the record. Yet we observed agents continuing to type up their own summaries. When we inquired about why, they explained simply, “I still want to do it” or “I want it in my own words.”We found that it takes time to build agents’ trust in AI-generated output. It also requires education that the summaries are from the agent’s own transcription. Ongoing reinforcement and deployment of change management principles are critical pieces to drive greater uptake of more efficient AI-powered workflows.2. AI is a gateway to greater personalization.Cell and gene treatments and other targeted therapies underscore a fundamental shift in scientific discovery and healthcare innovation. The ability to engage in treatments at the individual level brings hope to new patients who were previously unserved.In this environment, it’s not just the treatments that need to be tailored; it’s also the patient support service to resolve access challenges. We’re finding AI to be an essential tool when shifting from “one-size-fits-all” approaches to services designed and delivered around specific needs and barriers.For example, AI can help in connecting and processing data from disparate systems and point solutions. This helps us say goodbye to the “swivel chair.” Instead of spending time constantly shifting from system to system, our team operates with a single view of the patient. This unified technology perspective helps to elevate the accuracy of adverse event reporting while also enabling more meaningful patient engagement. Ultimately, it helps our agents to identify and deliver the right information and service at the right time to solve the patient’s unique challenge with a high degree of precision and quality.3. Embrace opportunities to evolve metrics.Although patient support agents deliver a highly specialized service, program performance is measured by antiquated call center metrics. Examples of the commonly used metrics are call abandonment rates and average speed to answer.Our experience in using AI-powered sentiment analysis demonstrates the potential to revise program metrics to reflect meaningful patient support outcomes. IQVIA’s analysis suggests that people often don't mind waiting -- as long as their time is rewarded with complete and accurate answers to their questions. The takeaway? One-call resolution might be a more meaningful metric than speed to answer.We believe that the wealth of data generated by sentiment analysis and AI-powered patient services will emerge as a hugely valuable tool for developing more nuanced performance metrics. This trove of data is an important prerequisite for going well beyond call center metrics to truly understand—and continually improve—patient experience.4. AI enables improved quality and compliance.For over 30 years, patient support programs have extracted small samples of patient interactions to audit quality and compliance. AI will dramatically change the game—making it feasible to analyze 100% of patient interactions. With this comprehensive approach, we’re finding it much easier to systematically identify compliance risks along with training and process improvement opportunities.Additionally, AI-powered “smart assist” capabilities can serve up relevant reference materials and scripts during patient interactions. For example, if a caller mentions a key term or describes a specific situation, the system can automatically provide the agent with the most relevant and program-compliant information. By eliminating the need to place callers on hold to search for answers on hard drives, desktop folders, and sticky notes, “smart assist” improves the patient experience while ensuring consistent adherence to program guidelines and requirements.5. There’s much more to learn.IQVIA recently convened a patient advisory board whose members emphasized “words matter in patient support.” Using AI, we’ve been able to quantifiably demonstrate their impact. For instance, saying “rejected” typically generates negative sentiment, while using the word “expedite” tends to elicit positive responses. While obvious, the ability to see sentiment change and course-correct in real time helps to refine a program’s call scripts, training materials, and coaching tactics to better engage the patient.Looking aheadTherapies are becoming more targeted. Patient needs are increasing in complexity. Our experience over the past year demonstrates that AI is essential to delivering truly personalized support and elevating patient support program offerings. At IQVIA, we’re energized by our successes to date. As we continue to expand and refine how we’re using AI, we will always do so with a focus on enhancing the human element that is the heart of effective patient support. Connect with us to learn how IQVIA’s Patient Support team can help you leverage AI and other technologies to improve patient outcomes.

LOS ANGELES, May 2, 2025 /PRNewswire/ -- Landmark Science, a premier provider of real-world evidence (RWE) solutions, is redefining industry standards with its white-glove, high-touch approach to evidence generation. With long-standing roots in biopharma, Landmark Science bridges the gap between vendors and biopharma, delivering agile and efficient solutions uniquely tailored to clients. This hand-held approach through and through helps clients avoid typical red tape situations that can delay or halt critical evidence generation to swiftly transform evidence into insights on patient care, access, and outcomes. Landmark Science founder and CEO, Shivani Aggarwal, PhD, MS, brings 15 years of experience in RWE and clinical trials from her time at leading life science companies Amgen, Regeneron, and IQVIA. With deep scientific acumen and a strong track record in evidence generation, Shivani Aggarwal drives Landmark Science's strategic vision, spearheading the delivery of innovative, data-driven solutions to help patients. "Our approach goes beyond traditional evidence generation—we partner closely with our clients to provide tailored, high-touch support that meets their unique needs," says Shivani Aggarwal. "By combining deep industry expertise with cutting-edge methodologies, we empower biopharma organizations with impactful insights that drive innovation and regulatory success at exceptional speed." With a team of seasoned epidemiologists and advanced statistical programmers, Landmark Science offers bespoke solutions with a comprehensive suite of services, including data landscaping, full-scale RWE studies, and advanced analytics. Landmark Science brings unparalleled expertise to some of the most complex therapeutic areas and offers pan-therapeutic solutions to provide invaluable support across various disease areas including hematology, oncology, immunology, and rare disease. The company leverages its extensive experience to help clients successfully navigate the rapidly evolving RWE landscape. As the demand for high-quality, real-world evidence grows, Landmark Science stands at the forefront, ensuring its clients receive rigorous scientific insights and the highest personalized service. About Landmark Science, Inc. Landmark Science, Inc. is a premier life science research organization providing real-world evidence and health outcomes research solutions. The company provides a comprehensive suite of services enabling the use of RWE in drug development. Landmark Science's team of experts deliver RWE for clinical program strategy, health economics, commercial, market access, and regulators and payors to meet diverse needs efficiently. Specialties include complex study designs used to support regulatory submissions, therapeutic area expertise, and data landscaping. To learn more, please visit or contact [email protected]. Media Contact: Landmark Science [email protected] +1 (424) 535-3011 SOURCE Landmark Science, Inc WANT YOUR COMPANY'S NEWS FEATURED ON PRNEWSWIRE.COM? 440k+ Newsrooms & Influencers 9k+ Digital Media Outlets 270k+ Journalists Opted In GET STARTED

4月29日，复宏汉霖（2696.HK）宣布与全球仿制药和生物类似药领域领导者山德士（Sandoz，SIX:SDZ/OTCQX:SDZNY）达成授权合作协议，授予后者对公司自主研发的伊匹木单抗生物类似药HLX13（抗CTLA-4单抗）在美国、欧洲42个国家和地区、日本、加拿大及澳大利亚的独家商业化权益。HLX13是本公司自主研发的伊匹木单抗生物类似药，拟用于黑色素瘤、肾细胞癌、结直肠癌、肝细胞癌、非小细胞肺癌、恶性胸膜间皮瘤及食管鳞状细胞癌的治疗。2023年12月，HLX13在中国健康男性受试者中开展的1期临床研究完成首例受试者给药。根据IQVIA MIDASTM的数据（IQVIA是全球医药健康产业专业信息和战略咨询服务提供商），2024年度，伊匹木单抗于全球范围内的销售额为28.73亿美元。交易金额：首付款3100万美元，也还不错，总计可以获得3.01亿美元的潜在收入。这给生物类药物，带来了新的契机~生物类似药出海，尽管东南亚，中亚东欧会相对容易依一些，但是美国也还是有机会进入，总体上占比交易价值也很可观。 之前曾经整理过出海的产品，已经看出生物类似药企业已经开始积极拓展海外的市场，但是还是走的“农村包围城市的”策略，这次的交易，算是开了一个很积极的信号，未来类的的交易必然会越来越多~在此之前汉曲优已经实现了中美欧三地上市，但是生物类似药授权合作到欧美市场应该还是第一例。汉曲优®（曲妥珠单抗生物类似药）：中美欧三地突破，覆盖50+国家核心进展美国市场：2024年12月首次实现商业化供货，成为首款在中、美、欧三大主流市场获批的国产单抗生物类似药。加拿大市场：2024年8月获批，商品名Adheroza，覆盖乳腺癌和胃癌治疗。欧盟市场：2020年7月获批，商品名Zercepac®，进入英国、德国、法国等核心市场。合作模式国际授权：与Intas（美国子公司Accord）、Abbott、Eurofarma等企业合作，覆盖生产、分销及终端销售。本地化生产：通过美国FDA、欧盟EMA及中国NMPA三地GMP认证，确保全球供应链稳定。关于国内上市产品出海主要地区分布：一带一路，中东欧成为主要地区，美国市场不再是唯一选择。出海生物药中，国内“过剩的”生物类似药物、PD1/PDL1成为出海主力；迈威生物出海数量居首位（3次交易）；市场开始扩大到一带一路地区。创新药、双抗/ADC/小核酸类新分子结构产品以美国市场为主；欢迎阅读盘点 2024国内企业license-out特点，MNC在关注什么？可以看一下出海产品和特点的总览