Life Sciences
Case Studies

Patient Services : Nursing Center of Excellence


FluidEdge Life Sciences evaluated enterprise roles and standards for a Nursing Center of Excellence within a patient services organization.


  • A global pharmaceutical company engaged FluidEdge Life Sciences to evaluate the benefits of centralizing US Commercial promotional and non-promotional nursing roles in a center of excellence model
  • Utilization of nursing roles was widely variable and poorly coordinated, with multiple points of contact with patients throughout the commercial organization
  • Enterprise-wise standards did not exist to monitor the quality and consistency of nursing interactions with patients and HCPs
  • Senior leadership recognized the opportunity to better leverage nurses to serve patients and communicate with HCPs on topics such as disease education, product training, and psych-social support


  • FluidEdge Life Sciences developed an approach to review existing nursing services, partner with compliance and legal for guidance, and conduct an external benchmark study of nursing and patient support services within the industry
  • The FluidEdge Life Sciences team conducted an in-depth analysis of all nursing programs to document role definition, touch points, and inconsistencies
  • Stakeholders from existing nursing teams and franchise leadership were interviewed to determine how existing nursing roles could be evolved to expand their impact and efficacy
  • Patient support materials were evaluated for availability and quality across different brands/franchise


  • Our team developed organizational recommendations to restructure nursing roles to improve effectiveness and impact to patients and HCPs
  • Senior leadership approved the creation of an enterprise-wide nursing center of excellence that would report into the patient services organization
  • Centralization maximized nursing capabilities; established enterprise standards for what “good looks like” in high and low touch models; and developed a process for partnering with brands/franchises to build out nursing services in future patient programs
  • The Nursing Center of Excellence initiative positioned the pharmaceutical company as an industry leader in patient support services