Patient Support Program Platform

HEALTH LOYALTY is a leading patient relationship management software-as-a-service platform with a unique range of integrated tools. It enables life science marketers to create and run their own comprehensive and fully compliant patient support programs efficiently, with full flexibility and full control of the data that is generated.

Since its launch in 2017, HEALTH LOYALTY has become the number one patient relationship management software in Canada and is now expanding globally! It is currently used to manage the patient support programs of more than 1.5 million patients. Its multi-tiered functionality links patients and their associated health care providers into an interactive solution that enables pharmaceutical, medical device, and healthcare marketers to create, implement, and manage a full range of patient support initiatives for their products. HEALTH LOYALTY supports self-registration by patients and self-serve patient support via its own patient portal that is fully integrated into our loyalty engine. The platform can be fully personalized, is fully scalable, and can be configured to manage both single-user (head office) programs and distributed programs with health care professionals logging on to register and manage their own patients.

Powerful Marketing Features

  • Capture patient support program registrations through an integrated patient portal, or using web registrations, purchased lists or HCP recruitment
  • Qualify and segment patients using sophisticated utilities and predictive analytics
  • Design, schedule and deploy comprehensive patient journeys and design complex multi-channel touch point scenarios that respond to evolving patient behavior
  • Deploy messaging through fully integrated email, SMS/text, e-coupons and e-surveys
  • Deploy direct mail, sampling, call center and click-to-chat programs through integrated features or using a third-party service of your choice
Powerful Marketing Features

Integrated Patient Portal

  • Free patient portal wireframes that you and your advertising agency can use to create a fully customized patient portal with your own branding and graphics
  • Hosted without additional cost, connected directly to the HEALTH LOYALTY engine, meaning that whatever happens on your patient portal is automatically captured in your patient support program data and analytics reports
  • Available in both website and mobile app versions
Integrated Patient Portal

Detailed Real-Time Analytics

  • Access real-time analytics and geo-analytics on program statistics and full project ROI
  • Track patient activity, responses to touch points, assign loyalty points and create redemption scenarios
  • All program data is input and exported from a single source, ensuring program analytics are 100% complete for informed decision making
Detailed Real-Time Analytics

Integrated Financial Features

  • Significant time and cost savings thanks to integrated payment processing
  • Payments processed via fully integrated cheque, EFT, EMT (Interac® e-transfer) and smart phone payment modules or using third-party payers and payment card providers of your choice
  • Compassionate care program management and payment services
  • Co-pay program management and payment services
  • Fee-for-service invoice processing and payment services
  • Consumer rebate reconciliation and payment services
Integrated Financial Features

High Level of Security

  • Fully SDLC validated “Life Science Grade” software
  • NIST cybersecurity framework compliant
  • Meets all national and international privacy laws, including U.S. HIPAA/HITECH/GLBA, E.U. GDPR, Canada PIPEDA, Mexico and Latin American DPAs and PDPAs, Australia PA, Asian PIPAs and PDPAs
  • 21 CFR (Part 11) compliant data capture systems
  • Dedicated data environment and private sub-domain
  • Enhanced business continuity and disaster recovery with both local and offshore backup site options
High Level of Security

A Supplier Neutral System

  • A flexible approach putting you in the driver's seat, allowing you to work with trusted vendors of your choice
  • Provide custom user-based access to your internal teams or any chosen suppliers such as call centers, insurance adjudicators, reimbursement specialists, infusion/injection centers, 3PLs, pharmacovigilance teams, creative agencies and many more, who manage your program
  • Restrict PHI (personal health information) when needed
  • Maintain full control and ownership of all program data
  • Manage supplier changes with zero downtime or switching costs
A Supplier Neutral System

Configuration and Customization

  • Control the design and configuration of your program through one centralized platform
  • Configure the platform to your exact specifications
  • Request custom features from the HEALTH LOYALTY team, developed specifically for your program
  • In-depth live training sessions specific to your patient support program configuration
  • Training manuals specific to your patient support program configuration and for each user type
Configuration and Customization

Back Office Services

  • More than just a platform, we have back office staff and services to help run your patient support programs more easily and efficiently
  • Payment processing
  • Inbound and outbound call handling
  • Registered nurse patient support lines
  • Technical support lines
  • Consumer sampling services Promotional mail distribution
Back Office Services

Patient Support Program Flow

Patient Support Program Flow