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Episode SummaryÂ
When a patient leaves the hospital or waits for a new treatment to be covered, the cost and complexity of care can quickly become overwhelming. In Canada, patient support programs can help bridge those gaps through financial assistance, education, and treatment navigation.
Nicole Serena, founder and CEO of PSP Solutions, shares how her work with the hemophilia community shaped her commitment to helping patients access care—and why effective programs need to meet each person’s needs. She also discusses where technology and AI can make programs more sustainable while keeping human connection at the heart of support.
Listen to the conversation for a closer look at how patient support programs can make a difference.
Episode Highlights
- 02:43 — Why patient support programs emerged to address gaps in Canadian drug coverage
- 04:11 — How patient support differs across Canada, the U.S. and Europe
- 06:30 — How programs may help bridge the wait between drug approval and insurance reimbursement
- 08:17 — Nicole’s career path from pharmacy and clinical trials to patient support programs
- 11:11 — Why effective programs adapt support to each patient’s circumstances
- 14:04 — How separate programs for different products can make care harder to navigate
- 18:39 — Where AI may help behind the scenes while keeping patient conversations human
- 21:27 — Why patients should feel comfortable asking questions about their care and program
- 24:20 — How ongoing patient feedback can help manufacturers improve programs
- 28:36 — How travel and treatment logistics can affect access, especially for rare diseases
Links & Resources
- PSP Solutions — Patient support program consulting and learning
- Nicole Serena’s PSP Solutions profile PSP Solutions™
Nicole Serena
Global Leader in Patient Access & Pharmaceutical Strategies | I Help Pharma Fix, Measure, and Scale Patient Support Program Performance| Investor, Researcher & Advisor in Life Sciences
Nicole Serena is the Founder and CEO of PSP Solutions Inc. and one of Canada’s leading experts in Patient Support Programs. With more than 30 years in the pharmaceutical industry, she has advised over 40 pharmaceutical companies on patient access, PSP strategy, governance, and operational excellence. Nicole is also the inventor of FAA$T™, an educator, author, and international speaker, recognized for helping healthcare organizations build smarter, more sustainable, and patient focused support programs through strategy, innovation, and artificial intelligence.
Disclaimer:
The views and opinions expressed by guests on Amplify are their own and do not necessarily reflect those of the podcast, its hosts, Patient Voice Partners, or its affiliates.
Medical Disclaimer:
The content shared on Amplify is for informational and educational purposes only.
Nothing discussed on this podcast—including stories, experiences, perspectives, or commentary from hosts, guests, or contributors—should be interpreted as medical advice, diagnosis, or treatment recommendations.
Always seek the guidance of your physician or other licensed provider with any questions regarding your health, medical conditions, or treatment options.