Healthcare organizations were the catalyst for this transition, but the shift in patient preference has put pressure on other industries to meet users where they are in the expanding realm of virtual engagement. Recently, pharmaceutical companies have been ushered into a rapid digital transformation to continue connecting with and supporting healthcare providers and patients.
The use of a conversational digital tool presents patients with an increasingly preferred method of engagement to quickly capture and respond to relevant information.
To enhance these existing chat services, Orbita recently introduced an Adverse Event detection modulethat improves the patient experience while also assisting pharmacovigilance efforts. The process of detecting, reporting, and escalating medication-induced adverse events is burdensome and costly for pharma companies, which heavily rely on manual identification and reporting of adverse events from healthcare providers and patients. The challenge with patients is that some may not recognize symptoms as a medication-induced adverse event - or even understand the importance and/or steps of reporting it.
With 24/7, on-demand access, patients can continue using a virtual assistant as a resource to easily access educational sources and other support resources on medications and treatments. With Orbita's newly-enhanced solution for pharma, the virtual assistant can distinguish utterances of adverse events within the dialogue with the patient, such as "I have a rash at the injection site" and "Does this medication cause a rash at the injection site?"
After detection of an adverse event, the designated escalation flow is triggered. The virtual assistant will offer support and supplemental resources to overcome or reduce the symptoms, even connecting the patient to a live representative. This increases the likelihood of medication adherence among patients, improving outcomes and further empowering patients in their care journeys.