Case Study: New Digital technologies Company achieves 16-day faster prescription fills and improved patient adherence with IQVIA

New digital technologies, combined with the right staffing model, increases program efficiency and improves patient experience

New Digital technologies Company struggled with long delays and inconsistent access to specialty medications for a cohort of maternal health patients who needed clinic‑administered injections. The program’s FIFO intake model routed patients through multiple representatives, took about four weeks from prescription to delivery, and relied on nurses for non‑clinical pre‑appointment calls, creating inefficiency and poor patient experience. IQVIA was engaged through its Patient Support Services to redesign the model and address these access barriers.

IQVIA implemented a regional single‑point‑of‑contact model supported by its Patient Relationship Manager (PRM) platform, trained case managers, a real‑time dashboard, automated SMS appointment reminders and shifted non‑clinical outreach to trained non‑clinical staff. The changes cut average prescription filling time by 16 days, reduced staffing by 30%, achieved SMS opt‑in rates above 60%, lowered abandonment and improved call handling, hub productivity and month‑over‑month patient satisfaction—demonstrating measurable gains in efficiency and patient connectivity under IQVIA’s solution.