Spotlight on the Patient Support Team: Assisting patients from all over the world
Last updated: 19 January 2021
When our patients submit an inquiry for a medicine, they are then personally contacted by one of our Patient Support team members who assist them through the entire process of ordering, sourcing and delivering their medicines.
Our Patient Support Team is at the heart of our process. We asked Akshi and Maria a few questions regarding what they do at TheSocialMedwork and how they help patients access their medicines:
1- Can you tell us a little bit about yourselves?
After graduating as a Dental Surgeon from my home country of India, I moved to the UK to study Health Policy and Management from the University of Birmingham where I specialised in Service Improvement and Managing Quality. I love supporting patients in every step of their journey at TheSocialMedwork.
I have always been able to naturally communicate with people which is why I dedicated the last ten years to building expertise in customer service. The most important thing that I learned is that you first need to listen if you want to be good at customer service. Take a moment and let the person explain what they need in order to provide them with the best possible support.
2- Can you tell us a about what you do for patients at TheSocialMedwork?
We help patients to access life improving medicines and support them in the best possible way from the moment they find us and until the end of the process when their medicine is safely delivered.
We receive requests from patients or carers from around the world. Each request comes with its own complex situation and set of challenges. Our job is to help our patients by providing them with the right information that applies to their particular case.
3- What is the most difficult part of your job?
The role of a Patient Support manager at TheSocialMedwork comes with many layers of complexities. Not only do we need to be the link between the patient and our sourcing and logistics teams but we also have the responsibility to support our patients emotionally throughout these processes. We do our best to provide our patients with every the best kind of support. Sometimes it may help to lend an ear or have a simple conversation to make them feel comfortable.
Ensuring that all patients from around the world get the support they need, regardless of the language barriers. I think our responsibility lies in communicating clearly with our patients while supporting them emotionally and empathetically.
4- What is the most satisfying part of your job?
There is nothing quite like the feeling of supporting a patient and helping them through the process of importing a medicine. All the hard work pays off when we feel that we have impacted someone’s life for the better.
When we successfully go through the process and when patients receive their medicines and are satisfied with the service. The fact that we can make a difference and improve lives and make an impact is very important.
5- What has been the most challenging case you have worked on?
Perhaps one of the most challenging cases has been a recent shipment to a new territory. We went above and beyond although we had no prior experience in that particular area. But thanks to the expertise of the entire team, we pulled together and delivered to medicine in due time.
We always go the extra mile for our patients. Recently a patient was in need of a medicine that was not part of our portfolio. We all mobilised to find and source the medicine by contacting the manufacturer.
6- What would you like patients to know?
Patients looking to access an elsewhere approved medicine should rest assured that we won’t leave any stone unturned, They can trust that their particular situation will be dealt with the urgency and importance that it deserves.
Patients can always come to us for honest and accurate information, even when there are cases where we cannot help them with the import for one reason or the other. We will go the extra mile within the legal framework.