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Take AssessmentAssess NowThe 90/10 Frameworkfor Patient Engagement
Most pharma invests 90% of budget optimizing the 10% of patient journey. Build infrastructure for the 90% where persistence is determined. Our patent-pending Gap Finder shows you where to start.
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What Industry Leaders Say
"Liza architected a national rare disease patient awareness program, leading community engagements across 30+ markets. Her efforts directly led to patients identifying themselves as at risk — and she laid the groundwork for sustainable program infrastructure that followed."
Alissa Roldan
VP, Amyloidosis Lead, Pfizer
"Liza has demonstrated an unwavering commitment to patients and impact across 22 years. Driving positive change everywhere she goes."
Portfolio Marketing Lead, Immunoglobulin
Top Biopharma
"I was impressed with Liza in every interaction. Her ripple effect continues — her name came up in a conversation with a leader doing health equity work in oncology, who gave her rave reviews for the lasting impact she had on teams."
VP, Patient Solutions Oncology
Top Biopharma
"Liza architected a national rare disease patient awareness program, leading community engagements across 30+ markets. Her efforts directly led to patients identifying themselves as at risk — and she laid the groundwork for sustainable program infrastructure that followed."
Alissa Roldan
VP, Amyloidosis Lead, Pfizer
"Liza has demonstrated an unwavering commitment to patients and impact across 22 years. Driving positive change everywhere she goes."
Portfolio Marketing Lead, Immunoglobulin
Top Biopharma
"I was impressed with Liza in every interaction. Her ripple effect continues — her name came up in a conversation with a leader doing health equity work in oncology, who gave her rave reviews for the lasting impact she had on teams."
VP, Patient Solutions Oncology
Top Biopharma
Why Traditional Patient Engagement Fails
Biopharma excels at activating patients - getting them enrolled, prescribed, and started on therapy. These activation moments represent roughly 10% of the patient journey.
But the other 90%? That happens at home. Between appointments. When patients make daily decisions about refills, struggle with side effects, face insurance barriers, or simply wonder if treatment is still worth it.
That's where persistence is determined. And most pharma infrastructure doesn't touch it.
Understanding the 90/10 Framework
Activation
What pharma optimizes today
Sustained Support
Where persistence is determined
Key Insight
The 90% doesn't happen in your hub, your HCP's office, or your patient portal. It happens in patients' real lives - and most pharma infrastructure has no visibility into it.
Where the 90% Breaks Down
Real patient scenarios that expose the infrastructure gaps
The Handoff Failure
Sarah enrolls in your hub on Monday. Hub says PA is approved and medication will ship. Specialty pharmacy says they're waiting on the hub. Sarah spends Tuesday and Wednesday being bounced between vendors. By Friday, she's frustrated and hasn't started therapy.
An estimated 80% of serious medical errors involve miscommunication when responsibility for patients is handed off between caregivers.
Source: The Joint Commission Center for Transforming HealthcareThe Invisible Struggle
Marcus has been on therapy for 3 months. He's experiencing side effects, refills are delayed, and he's traveling with no plan for medication storage. Your hub doesn't know any of this until he discontinues.
94% of physicians say prior authorization delays patients' access to necessary care, and 78% say it can lead patients to abandon a recommended course of treatment.
Source: American Medical Association, 2024 Prior Authorization Physician SurveyThe Data Blindness
Your analytics show 1,000 patients enrolled, excellent call resolution rates. What they don't show: 200 patients struggling with benefits, 150 who've given up calling, 75 who discontinued and you can't reconstruct why.
About 1 in 4 new prescriptions are never filled.
Source: Fischer et al., Journal of General Internal Medicine, 2010Three Questions That Expose Your 90/10 Gap
Question 1
Can you answer what happened to patients who enrolled but never filled?
Not just 'they didn't fill'—which specific handoff in the 90% failed?
About 1 in 4 new prescriptions are never filled.
Source: Fischer et al., Journal of General Internal Medicine, 2010Real-time visibility into handoff failures
Question 2
Can you intervene before discontinuation?
Or is your first signal 'patient hasn't filled in 60 days'?
78% of physicians say prior authorization can lead patients to abandon a recommended course of treatment.
Source: American Medical Association, 2024 Prior Authorization Physician SurveyPredictive analytics for at-risk patients
Question 3
Can you test what works in the 90%?
Or does 'testing' mean adding another vendor with another data silo?
An estimated 80% of serious medical errors involve miscommunication when responsibility for patients is handed off between caregivers.
Source: The Joint Commission Center for Transforming HealthcareUnified data infrastructure across the journey
Learn More About the 90/10 Framework
Featured insights from our blog
Ready to Close Your 90/10 Gap?
Let's build patient engagement infrastructure that addresses the full patient journey— not just the activation moments.