Call Center Services for Patients

[gtl]

I would like to hear from MS patients regarding their experiences in dealing with the various manufacturing company call centers - Betaplus (Betaseron), Shared Solutions (Copaxone), Patient Services (Avonex & Tysabri), Others?.  What do you like and don't like?  What services are important to you vs. which are not?  What are your pet peeves and how do you suggest we fix them?  Thank you all!

[tyler175]

Hi

I have talked to the people at Betaseron, and no one seems to know what a prescription looks like,

I spent three days on and off the phone with them only to find that the prescription was there all this time,
I was informed i had a no co pay, then i was told the prescription would be a $50 co pay, even though they had the letter to tell them it was zero, when they punched in the code it was denied,

If they don't know what they are doing how the heck am i supposed to ?

but on the other hand, I have to say everyone I spoke with was very polite and tried very hard to be helpful

Tyler

[Lulu54]

THIS IS THE 2ND POST FROM GTL on JAN. 25.....

I posted this question once already and received some very good ideas but it was only from a handful of people.  I would very much appreciate feedback from more people.  I am working for one of the drug manufacturing companies and trying to understand first-hand, what services are important to you and which ones are not - the results will lead to recommendations as to how best to allocate call center resources towards those activities that truly provide value and away from those that don't.  GTL

I would like to hear from MS patients regarding their experiences in dealing with the various manufacturing company call centers - Betaplus (Betaseron), Shared Solutions (Copaxone), Patient Services (AvonexAvonex
Avonex prefilled syringe & Tysabri), Others?.  What do you like and don't like?  What services are important to you vs. which are not?  What are your pet peeves and how do you suggest we fix them?  Thank you all!

[Lulu54]

Hi all,

I am bumping this again - for a community who has very strong opinions about their DMDs and the agencies that deliver them, we sure fell silent when GTL asked for our thoughts.

Can you please take a minute and give him your opinion?  He is working for one of the DMD companies and they are looking to improve their services to us.......  they can't fix it if they don't know its broken!

Lu

[Fluffysmom]

I have a problem with the Avonex automated reminder call system, the one that reminds me that it's time for my refill order.  It needs a little work.  The last time it called me, it hung up on me before it finished its message.

Most of the people I've spoken with are very helpful, though I did have a little trouble with clear communication with one person I spoke with, causing frustration on both ends.  I had to speak with someone else to clear things up.  

The nurse I spoke with was wonderful, suggesting that I try a thinner needle since the large IM needle was causing me issues.  I was sent the thinner needles quickly, and they have made a world of difference.  My MS nurse didn't even know they made thinner 1 1/4 inch needles, and was very happy when I passed along the info. to her.

I had my injection training at my doctor's office, but when I discussed the possibility of having a friend do deltoid injections for me, the Avonex people were happy to offer to send out a nurse to train her.  My MS nurse said that most people get worse side effects from deltoid injections, so I haven't tried it yet, though I've recieved the 1 inch needles if I should want to give it a try.

I did find the questions from a script annoying, especially since I was in Costco when I received the call.

Random thoughts on the subject...

[Lulu54]

oops! I should have said betaserone for Bayer and not rebif-  different drug, different company.

[HVAC]

I figure there are two main reasons for the call centers. One is to keep the client on their DMD happy and on their DMD. Two if you have a problem with the drug they want to find out about it. These to me are both reasonable they are a businesses. MS drugs are some of the most profitable drugs in the world and the U.S. pays more for them than the rest of the world combined.

I like the copay assistance even though it is not an easy process. With out it I could not afford a DMD. The rest of the contact I find annoying. I do not want to spend all the time answering a script of questions. I will gladly tell them I am taking the drug exactly as I am supposed to and am happy with it, which is true, otherwise I do not want to talk to them over and over. They explained they can put me on a list to not receive regular calls wish I greatly appreciate.

My DMD copay is $100 a month but will double in July. This would not be a problem but our income has been cut in half in the last ten years with no increase in sight. With out assistance it would be a luxury I may not be able to afford.

[Lulu54]

This isn't a call center comment so much as a general one about all the mfgs. of these drugs.... if Bayer Health can cover the $50 per month for all of their patients on REBIF for their lifetime (new program announced last year!)  why can't the others follow suit?

The key here is most of us are on multiple rx's that add up over the year.  My $50 copay for copaxone is $600 a year.  My baclofen in $360 a year.  My norvasc (heart) is $240 a year.  My sanctura (bladder) is $600 a year.  My prevacid is $360 a year, Restassis is $360 a year.  .... I won't belabor this because I'm sure you get the point.  This adds up to significant money,and I have excellent insurance.  The people without insurance are having to make really tough choices.  

The pharma companies could all take a clue from Bayer Health and  work this out.  A copay assistance program for EVERYONE would be wonderful.

OR maybe all of us should make the switch to rebif?  Believe me when I say this is something I am considering.  

I'll get off my soapbox now,
Lu  

[sllowe]

Hi there,

Nice of you to do this!

My experience with MS lifelines (Rebif) is a good one. My nurse was personal and came to the house to train and teach/educate on the particulars of the disease and the med.

Luckily I was versed from this forum, and could ask her the tough questions. I don't think she was use to it, but greatly appreciated them and was a wealth of knowledge in her responses. That said, I was impressed she was willing to speak to a more intimate level of the med. And, she was grateful to be able to share at that level too.

She gave me her cell number and made herself available to me for phone calls and visits if need be. On follow up she came to my job, so an in-person visit did not distrupt my day. I liked that too.

I've not used the call-in service, but have been called from time-to-time from different nurses who check in. This is a great service, but feel too consistency w/nurses would benefit the program.

I'm sure it's difficult to have coverage of this nature, but maybe they could regionalize it a bit further so you have a "group" of nurses that would be familiar w/you and vice versa.

Further if they could pull off tailoring services to meet the individual needs of those at varying stages of the disease they would set themselves apart from any comparible program in this field.  To do this though each and every nurse would have to have multiple levels of knowledge with the med, and the disease course and be able to answer both basic and difficult questions.

With this level of knowledge, no matter what stage the caller is at - they would gauge the situation and provide help accordingly.  This too would not only provide instant help, but education and awareness.

Just my 2 cents. Thanks again for asking us about this!
Take care,
Shell

[gtl]

Thank Lulu54 for the support and thanks to the ladies who have responded thus far - great comments -  exactly what I'm looking for - keep those cards and letters coming and let me know what's important to you!

GTL

[ErinZoe23]

I love my Avenox people  they are such sweethearts and love the accent lol I think they are south! The same person normally calls me and  they also gave me number where i can call and ask for her but i dont really mind talk to whomever because they are just unbelievably nice!

I remeber one time my mom called for me and they started talking about the Steelers playing there team lol  Very sociable and compassionate people. Made me laugh when she told me that and good thing i wasnt on the phone cause i could talk about The Pittsburgh Steelers forever! They are actaully real people and not robots just asking mandatory questions lol they start actaul conversations !  lol They laugh joke around and thats a plus to me i dont want to talk to a robot!

They helped me with everyhting and made everything so simple for me to get things ready and going.  I need to call them this week or next cause I just got insurance and need to tell them to see if it covers or not.

Wich not worried about it because they explained if i do get insurance and they dont cover it all or none they still will for me! Wich was great for them to explain from the get go so i didnt have to worry!

They call me everytime i need a new order to remind me and call to check up and do there survery and always very pleasant and nice. They actaully seem concerned and like they really do care and thats odd for a center.

Me and my mom talked about that when we were getting it all together and both were talking to them  we were very satisfied and happy with them!

So yeah thats my opinion   absoulty no problems with them and they always answered every question i had with no problem.  Sweetest group of gals ever! lol

[meganfae]

I agree with PP about SS. I would LOVE to talk to the same person when I call there...and I really do feel like it is rather impersonal when I call.

[Lulu54]

All, GTL wrote to me in a PM - he is taking a serious look at the resources and services offered to us through our drug companies.  What works.  What doesn't.  What would we like to see more of.  

This is our chance to speak up - and I'll be happy to go first.

I would like to view Shared Solutions - my DMD mfg's company - as a partner and resource to me.  When I call, the reps are almost always friendly but I feel like I hear the same thing over and over.  There seems to be a script that has to be followed, and they can't deviate far from that script.

I would really like to have a contact at SS that I can be in touch with when I have questions, rather than the random distribution of my calls to various SS reps.  Would it be so difficult to assign me a rep or even a team or reps who could be more familiar with my case and needs?  I know they keep extensive records of every  contact that I have with SS.

that's my two cents for now, I'm sure the rest of you have other ideas.

be well, be proactive-
Lu

[Lulu54]

Hi GTL,
Might we first inquire who you work for and why you are gathering this information?  

just wondering,
Lulu