Patient support, run end to end, so more patients stay the course
We design, staff, and operate patient support programs for global pharma and biotech across Hong Kong and APAC, adherence, disease management, hotline and adverse event reporting, education, data, and reimbursement support, run by one accountable team and backed by our Pati™ platform.
25%
Increase in medication adherence within six months
90%
Patient retention in a chronic disease monitoring program
70%
Faster prior authorization turnaround for specialty therapies
99%
Case documentation accuracy across our hotline programs
Running patient support programs for global life sciences leaders
Six pillars, one accountable program
Every program we run combines these six capabilities in whatever mix your therapy and market need. Each one carries a real result from a program we have delivered.
We track patient compliance, send automated reminders, and intervene early to reduce treatment gaps, so patients stay on therapy long after the prescription is written.
Case study
Lifting cardiovascular drug adherence with AI-driven patient engagement
How we helped a global pharma company reduce treatment gaps and improve compliance for a cardiovascular therapy.
- Deployed AI-paced SMS and email reminders synced with EHR refill data.
- Trained nurses and patient support staff to run personalized follow-ups for high-risk patients.
25%
Increase in adherence within six months
Personalized care plans, remote monitoring, and clinician alerts keep high-risk patients visible between visits, not just during them.
Case study
Retaining patients in a diabetes remote-monitoring program
Addressing high dropout rates with personalized digital tools for a diabetes therapy innovator.
- Launched a HIPAA-compliant app for symptom tracking and telehealth consultations.
- Integrated clinician alerts for abnormal glucose readings.
90%
Patient retention across the program
18%
Improvement in average HbA1c across the cohort
A staffed hotline for adverse event reporting, prescription refills, and general inquiries, backed by triage workflows that route every case to the right team.
Case study
Running the patient care hotline for an oncology biotech
Hotline operations with AI triage and adverse event reporting workflows built for an oncology therapy.
- Implemented AI triage to categorize AE severity and route cases to pharmacovigilance teams.
- Automated regulatory submission workflows with full audit trails.
99%
Accuracy in case documentation
HIPAA-compliant, disease-specific resources delivered through SMS, email, patient portals, and social media, in the languages your patients actually read.
Case study
Cutting dosage-confusion calls for a rare disease therapy
Transforming patient understanding with multilingual, compliance-approved resources.
- Created animated video tutorials and illustrated PDF guides in five languages.
- Delivered content through secure patient portals and SMS links.
32%
Increase in patient satisfaction
Insights that track engagement and predict risk, so your team can act on a patient who is about to drop out, not just report on the ones who already have.
Case study
Predictive analytics cuts patient dropout for a generic drug manufacturer
Identifying at-risk patients early to improve retention for a hypertension treatment.
- Built a predictive model flagging patients at risk of discontinuation.
- Automated outreach campaigns for targeted interventions.
30%
Reduction in treatment discontinuation
$2M
Annual savings in patient reacquisition costs
We streamline prior authorization, copay assistance, and benefits verification, closing the gap between a written prescription and a patient who can actually afford to fill it.
Case study
Faster prior authorization for a specialty pharmacy
Eliminating delays in patient access with AI-driven benefits verification.
- Deployed AI tools to auto-populate prior authorization forms using EHR data.
- Assigned dedicated liaisons to resolve payer disputes in real time.
70%
Reduction in prior authorization processing time
95%
Improvement in overall access speed
One platform behind every program
The six pillars above run on a single system, not six vendors stitched together.
Pati is our proprietary digital patient support platform. It’s the system of record behind the adherence tracking, hotline case management, and HCP visibility described above, so your team gets one dashboard and one data trail across the whole program, instead of a different login for every workstream.
- Care coordination in a single dashboard
- Adherence tracking across the full program lifecycle
- Visibility for HCPs without extra admin work
The six pillars, seen from the patient’s side
A patient support program only works if it holds together end to end. Here is where our six pillars actually show up along a patient’s path.
Education & Awareness
Patients and caregivers get clear, disease-specific information the moment they need it, delivered through SMS, email, portals, and social media in the languages they actually read.
Disease Management
Personalized care plans and onboarding into remote monitoring tools set the pattern for the rest of the program, with clinician alerts already active from day one.
Medication Adherence
Automated reminders and early intervention keep patients on therapy, with real people, not just software, stepping in when a patient starts to drift.
Hotline & AE Reporting
A staffed hotline handles adverse events, refills, and questions, with AI triage routing every case to pharmacovigilance the moment it matters.
Reimbursement & Access
Prior authorization, copay assistance, and benefits verification run in parallel, so cost is resolved before it becomes the reason a patient stops.
Data & Analytics
Every touchpoint above feeds one predictive model, flagging patients at risk of discontinuation before they actually discontinue.
A trusted partner, not another vendor to manage
Patient support programs fail when they’re stitched together from too many hands. Here’s what changes when one team runs the whole thing.
End-to-End Support
From routine follow-ups to adverse event reporting, one team manages the entire program, so nothing falls into the gap between vendors.
Compliance-First
We operate under FDA, EMA, and HIPAA frameworks, plus Hong Kong’s own Code of Practice, with teams trained specifically in pharmacovigilance and data privacy.
Cost Efficiency
The Pati platform and a shared operations model reduce cost per patient while improving outcomes, without compromising on care quality.
Scalable & Secure
GDPR-ready infrastructure with full audit trails, built to scale from a single pilot market to a multi-country rollout.
Built for regulated environments
Whether we’re running the Pati platform for a global launch or staffing a hotline for adverse event reporting, security and regulatory readiness are the baseline, not the add-on.
Local Code of Practice
We operate under FDA, EMA, and HIPAA frameworks, and under Hong Kong’s own HKAPI Code of Practice, with dedicated teams trained specifically in pharmacovigilance and data privacy for the markets we serve.
HIPAA Ready
The Pati ecosystem is built with end-to-end encryption, keeping clinical data and personal identifiers walled off from the rest of the program.
GDPR
Localized data hosting, automated consent tracking, and one-click right-to-be-forgotten tooling keep multi-market programs compliant by default.
SOC 2 Type II & ISO 27001
Our infrastructure is independently audited on a continuous basis, so the access controls we describe are the ones actually running in production.
The people behind the program
Technology runs the workflow. These are the people who make sure it’s the right workflow for your patients.
Mike aligns digital solutions with client needs. With 14+ years of technology consulting experience, he specializes in integrating cutting-edge technologies to enhance patient care and support programs.
Mark Chen
Rare Disease Specialist
A distinguished researcher in genetic medicine, Mark brings insight into treatment options, clinical trials, and patient advocacy for rare and complex genetic conditions.
Julia Patel
Reimbursement & Insurance
Julia navigates coverage challenges for genetic testing and treatment, helping patients access the financial assistance programs they need to manage complex conditions.
Frequently asked questions
Common questions from pharma and biotech teams evaluating a patient support partner in Hong Kong and across APAC.
Every program draws on the same six pillars: medication adherence, disease management, a staffed hotline with adverse event reporting, patient education, data and analytics, and reimbursement and access support. Most clients don’t need all six from day one, we scope the program around what your therapy and market actually require, and add pillars as the program grows.
Programs operate under FDA, EMA, and HIPAA frameworks, GDPR for multi-market data handling, and Hong Kong’s own HKAPI Code of Practice. Our infrastructure carries SOC 2 Type II and ISO 27001 certification, and every team member working on a program is trained specifically in pharmacovigilance and data privacy for the markets that program covers.
Both. Our Pati platform is the system of record for the program, and our operations team runs the day-to-day work on top of it, nurses conducting adherence outreach, hotline staff triaging adverse events, and reimbursement specialists working prior authorizations. You get one accountable partner instead of a software license and a separate staffing vendor.
Recent programs span cardiovascular adherence, diabetes and chronic disease remote monitoring, oncology hotline and adverse event operations, and patient education for rare disease therapies. If your therapeutic area isn’t listed here, talk to our team, the six pillars are built to adapt to the specific compliance and patient-engagement demands of a new indication.
Timelines vary with program scope and market, but because programs run on the existing Pati platform and our established clinical network, we’re scoping and mobilizing on top of infrastructure that already exists, rather than building each program from zero. Talk to our team with your target launch window and we’ll map out what’s realistic.
Yes. KY & Company is based in Hong Kong, and our patient support work extends across APAC. GDPR-ready, localized data hosting means a program can start in one market and expand into others without a re-platform.
Ready to bring your patient support program to scale?
Tell us where you are today, one pillar or all six, and we’ll show you where our team and the Pati platform can take it.
