Rare Disease

Best-in-class expertise for drug and device manufacturers


Genuine partnership powers patient compliance


  • A rare disease pharmaceutical company with fragmented hub & delivery operations due to service gaps and poor cooperation across its multiple, third-party vendor network.
  • A lack of standardized patient support and a refracted education effort resulted in compliance and retention challenges: few patients continued therapy past 90 days.
  • Incomplete data sourced from disparate service providers made it difficult to see trends and identify program improvement opportunities.
  • With no single accountable partner to work with, the company and more importantly, patients were left without the ability to piecemeal own and resolve these issues.


  • The DLSS team ramped up quickly to put a comprehensive, closed-network program in place, eliminating the need for multiple handoffs between disconnected intermediaries.
  • A DLSS team of clinicians worked with patients to identify the special requirements of this community and successfully mapped the ideal patient journey.
  • From there, we implemented a comprehensive, wrap-around service model focused on reducing the burden of this disease and increasing therapy adherence. Using our unique care coordinator model, every patient was given the benefit of a multifunctional care team with ease and simplicity of a single point of contact. Patient service coordinators immediately began developing a personal relationship with every patient, providing high-touch support and educational outreach to improve adherence.
  • By consolidating its patient services into an exclusive model, the client gained access to centralized and meaningful patient data. Enhanced financial, operations and adherence reporting made information consistent, accessible and actionable, on an ongoing basis.


  • Best 30-day results in program history
  • First shipment reduced from 30+ days to less than 7
  • 50% decrease in pending patients
  • 8% increase in patient compliance
  • The ability to continuously improve the program with a single accountable partner.