Therapy works over time. Support must do the same.
Understanding the prescription does not mean always being able to follow it. Doubts, organisational difficulties, perceived effects, daily routine and the caregiver's burden can reduce the continuity of treatment.
The point is not reminding the patient what to do. It is helping them overcome what prevents them from doing it.
Non-adherence rarely has a single cause.
It can depend on the complexity of the therapy, poor understanding, fear, the difficulty of fitting the treatment into daily life, the distance from the centre or the lack of support.
An isolated reminder can be useful, but it does not solve an obstacle that has not been understood. This is why counselling and adherence must start from listening, distinguish the different causes and offer interventions consistent with the need.
The support does not replace the physician and does not modify the therapy. It helps the patient understand the pathway, use the available services correctly and report problems promptly to the appropriate figures.
Identification of the causes that hinder continuity: informational, organisational, motivational, relational or pathway-related.
Structured contacts with trained staff, according to approved scripts, procedures and perimeters.
Materials and educational activities to improve understanding of the condition, the pathway and the instructions received.
Messages or scheduled contacts based on the appointments and activities foreseen by the programme.
Information and tools for those who support the patient in daily management.
Point of contact for organisational requests, use of services and guidance within the programme.
Detection of completed activities, interruptions and situations requiring the application of the defined escalations.
Aggregate analysis of recurring difficulties to improve materials, services and the organisation of the programme.
Merqurio combines trained staff, helpdesk, CRM platforms, messaging, medical content, pharmacovigilance procedures, surveys and reporting.
Every programme must clearly define activities, duration, roles, limits of the support, contact methods and escalations. The model is additional to, and not a substitute for, the services of the institution or the National Health Service, consistently with the discipline of Patient Support Programs. (Farmindustria)
