Homecare Insight
Realising the value of clinical home healthcare
Earlier this year HC INSIGHT LTD was commissioned by one of the world leaders in pharmaceutical sales to help garner more value from the homecare services they commissioned. At this time they only used one provider and in the two years they had been using the clinical homecare supplier they had had constant battles to motivate their chosen homecare company to engage.
The relationship had reached an impasse, where the Pharmaceutical Company wanted to innovate and increase patient, customer and company value, but the homecare provider seemed apathetic and often too busy to meet their demands.
In particular, given the negative press and poor patient experience reported about the clinical homecare industry throughout 2015 the Pharmaceutical Company was particularly nervous about some key risks:
They were also nervous of an MHRA inspection as they had not properly audited their homecare provider since they commissioned them.
Challenge
One of the key objectives of the audit was to investigate whether this current homecare provider was capable of being a future partner and had the necessary infrastructure to support the pharmaceutical company’s pipeline products.
Solution
The Audit phase of the homecare insight program was commissioned. HC INSIGHT LTD, in collaboration with the pharmaceutical company’s internal auditors, developed a bespoke homecare audit program which was carried out within the homecare provider’s headquarters over a 3 day period by 2 HC INSIGHT executives. Due to their extensive homecare experience, the auditors were able to ask the right questions to the right homecare personnel and interrogate the homecare processes, systems and policies.
Results
This discreet piece of work culminated in a comprehensive report and slide deck highlighting 4 urgent corrective and preventative actions (CAPAs), 24 key findings and 27 recommendations. The conclusion was that without significant infrastructure investment and changes in clinical staff attrition rates, this particular homecare company was not fit for managing the pharmaceutical company’s pipeline homecare requirements. The audit report has provided the Pharmaceutical Company with a comprehensive framework and action plan to address some of the key issues they face with their homecare provider. It has also allowed them to expedite resolution of the key risks, but significantly it has given them a platform to extract more value from this important part of their supply chain. The pharmaceutical company was delighted with the speed at which HC Insight completed the work and that HC Insight took the lead in feeding back the CAPAs, key findings and recommendations to the homecare provider.
