Patient Services Strategy

Value-driven design to improve patient experience and brand performance

Creating break-through customer experience programs to remove barriers to access and improve patient adherence.

We are passionate about improving patient outcomes. Herspiegel Consulting leverages decades of pharmaceutical commercial services expertise and innovations in the marketplace to partner with our clients on patient services strategy and implementation.  

We help ensure patient support programs meet patients, caregivers and providers where they are throughout the treatment journey. Our program designs optimize education, behavior change, and navigation of the complex reimbursement landscapeWe assist client teams in evaluating, selecting, and contracting with the right patient services partners, then manage the implementation of the program as an extension of your team. Our design and implementation services incorporate, from day one, measurement and adjustment as necessary from pre-launch though post-launch.

Herspiegel Consulting’s Recent Patient Services Strategy Project Examples

Patient Journey

Developed a Patient’s Path to Access journey outlining the steps immediately post Rx along with pain points and areas of opportunity.

Service Structure Design

Modeled, analyzed, and supported implementation (BRD, SOPs, KPIs) of support services including financial, social, emotional, and logistical resources.

External Partnerships

Optimized patient service programs through research, decision support & implementation of an external partnership with an app-based behavioral change vendor.

FRM & Reimbursement

Designed and optimized an FRM team, then provided visualization support for accounts in need of the most support.


Compared specialty brand’s existing support program against competitors, broader pharma, and ex-industry to make recommendations for enhancements.

Staff Augmentation

Provided full-time staffing to support a client’s HUB, copay, and free goods program transitions.

New Product Planning White Paper

New product planning is the nexus point between development and commercial planning. Read our white paper to learn about the four key elements of successful new product planning.