Operational Friction in Patient Support Programs: Where Egyptian PSPs Lose Patients (and How to Fix It)
Quick answer
Most PSP drop-off happens before the patient ever receives support. Here is a step-by-step map of friction points and how to remove them.
When a PSP underperforms, the instinct is to add services. Often the better fix is to remove friction from the steps patients already go through.
The friction map
| Stage | Typical friction | Fix |
|---|---|---|
| Referral | Paper forms, missing consent | Simple digital or assisted enrolment |
| First contact | Cold call from an unknown number | Physician introduction and a named WhatsApp welcome |
| Onboarding | Unclear benefits | One-page Arabic explanation of what the programme offers |
| Ongoing support | Inconsistent follow-up | Scheduled touchpoints with automated reminders to staff |
| Reporting | Monthly spreadsheets | Shared dashboard with agreed KPIs |
Prescriber-level clarity
If physicians cannot explain the programme in one sentence, referrals stall. Provide a short, compliant description and a clear referral route.
Running a friction audit
- Pull referral-to-enrolment and enrolment-to-first-contact times.
- Listen to a sample of first calls (with consent).
- Interview a handful of patients who declined or dropped out.
- Prioritise the two biggest leaks and fix them first.
Discuss an operational review with Hospitalia's patient support team.
Request a PSP proposalFrequently asked questions
What is the biggest cause of PSP drop-off?
It varies, but delays between referral and first contact and unclear benefits are common. Your own funnel data will show where to start.
Does Hospitalia offer operational reviews?
Yes, an operational review can be scoped as part of a programme proposal; terms are agreed in advance.
Can digital enrolment work for older patients?
Yes if it is assisted — a nurse or caregiver can complete it with the patient.
