---
title: "Patient Support Program (PSP)"
description: "Learn about our patient support program (PSP) and how it helps manage customer support for a PV Spanish client. Resolve quality issues and ensure stability with QbD Pharma."
url: https://qbdgroup.com/en/case-studies/patient-support-program-psp
type: "Case study"
language: en
published: 2024-04-16
publisher: "QbD Group"
citation: "QbD Group, \"Patient Support Program (PSP)\", https://qbdgroup.com/en/case-studies/patient-support-program-psp"
---
# Patient Support Program (PSP)
> Learn about our patient support program (PSP) and how it helps manage customer support for a PV Spanish client. Resolve quality issues and ensure stability with QbD Pharma.

A Spanish client in the pharmaceutical industry has **entrusted QbD Group with managing its customer support service for a three-year period**. This service includes handling over 2,000 calls per month related to both consultations about the company’s medications and technical complaints regarding the use of Drug-Device Combination Products.

## Challenge

### Managing our client's customer support

Our client was facing 2 key challenges.

1. They needed to resolve the **quality issues** with the service offered on their platform.

2. There was a need to ensure the stability of the management team and ensure compliance with the company’s internal **Key Performance Indicators (KPIs)**, including reporting, information management etc.

## Approach

### Professionalism, continuity, versatility, experience, and cost-effectiveness

We focused on the client’s demanding KPIs and need for guaranteed service by delivering a high-level proposal emphasizing professionalism, continuity, versatility, experience, and cost-effectiveness. Clear reporting ensured alignment and stability with their internal KPIs. We offered a robust solution that included:

- **Continuous service monitoring:** Guaranteeing consistent performance.
- **“Total Quality Center” program:** Implementing a structured quality improvement framework.
- **Assigning the right professionals:** Professionals who are specialized in medical information, back up support etc.

To ensure ongoing success, we implemented a multi-layered communication and feedback structure. This included anonymous **mystery calls** for regular quality checks, **monthly management meetings** to monitor key metrics and service events, and **quarterly updates** to adapt the service to changing needs. A **project governance committee**, comprising managers from both companies, facilitated continuous collaboration and decision-making.

## Result

### Meeting service quality standards

By designing a robust service and implementing effective control mechanisms, we helped our client achieve and maintain **compliance with their KPIs** and service quality standards.
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Source: https://qbdgroup.com/en/case-studies/patient-support-program-psp — © QbD Group. Quote freely with attribution and a link back.