Prolia Club: Building an Adherence-Management System for Amgen
A managed patient support programme for Amgen, built on the Pati™ platform.
Clinical Context
Denosumab (marketed as Prolia) is administered on a fixed six-month subcutaneous dosing schedule. Its mechanism of action — inhibition of RANK ligand to reduce osteoclast-mediated bone resorption — is time-dependent: the antiresorptive effect diminishes once a dose is delayed.
For Amgen, this framed the design problem precisely: a patient support programme needed to function as an adherence-management system with a clinical rationale behind every touchpoint, not a general-purpose helpline.
Programme Design
KY & Company designed and operates Prolia Club as a managed patient support programme built on the Pati™ platform, with each component mapped to a specific point of adherence risk:
Dosing-interval reminder system
Automated SMS and email prompts scheduled against each patient’s individual six-month dosing window, directly targeting the delay risk identified above.
DEXA scan coordination
Coupon access and scheduling support for bone mineral density scanning at participating facilities, supplying the objective monitoring data that dosing decisions depend on.
Enrollment support
Structured onboarding to reduce time-to-first-dose and minimize early-stage drop-off before a therapeutic baseline is established.
Bilingual clinical support line
Staffed Monday–Friday, providing a consistent channel for dosing questions, side-effect queries, and logistics.
Patient education programme
Guides, webinars, and workshops addressing bone health, nutrition, and the rationale for dosing adherence, developed with input from bone-health specialists.
Operational Model
A single integrated system
The programme is run as a single integrated system rather than separate software and service layers: the team operating the hotline has direct visibility into the same platform tracking each patient’s dosing schedule, so a missed reminder, a scheduling question, and a clinical query are all handled against the same underlying record.
Evidence-driven by design
This is deliberate — in an adherence-critical programme, the operational model has to be as evidence-driven as the clinical rationale behind it.
This case study describes programme design and clinical rationale based on published mechanism-of-action and post-marketing literature for denosumab; it does not constitute clinical guidance for any individual patient. Adherence and outcome metrics for this programme are being compiled and will be added once available.
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