Realigning the Hub
Case Study:
Evaluating and Realigning a Hub Program
This case study showcases how Magnolia Market Access assessed the impact of a redesigned hub program aimed at improving patient medication access and satisfaction.
Key highlights include:
- Challenge: Address dissatisfaction among patients and providers regarding a hub program, post-redesign and relaunch, to evaluate improvements in perception and usage.
- Approach:
- Conducted in-depth telephone surveys with 28 healthcare providers (HCPs) and 50 hub users (patients and caregivers).
- Partnered with field representatives and the hub service provider to recruit participants experienced in manufacturer support programs.
- Analyzed feedback to uncover sensitivities, challenges, and areas for improvement.
- Outcome:
- Most respondents expressed satisfaction with the redesigned hub.
- Recommendations included expanding staffing models, ongoing training, and establishing metrics for future program assessments to ensure continued improvement and service uptake.
Download the case study to learn how customer insights can guide the realignment of hub programs for better engagement and satisfaction.
