Herney Cuartas Martínez, General ManagerPSP Solutions SAS addresses patient support programs (PSP) as strategic healthcare platforms that extend well beyond service delivery. Founded in Bogotá, Colombia in 2019, it designs, implements, manages and continuously improves integrated support ecosystems connecting patients, caregivers, healthcare professionals, pharmaceutical partners and other stakeholders throughout the therapeutic journey.
This coordinated approach positions it as a strategic partner for pharmaceutical companies. Complex healthcare pathways are transformed into more connected, measurable and patient-centered experiences while providing greater visibility into the factors influencing therapeutic adherence and treatment continuity.
For patients managing chronic, rare and oncology-related conditions, treatment continuity is shaped by many interconnected factors. Disease education, medical appointments, monitoring tests, administrative requirements, transportation and ongoing emotional support all influence whether treatment continues as planned. When these needs are addressed in isolation or only after barriers emerge, the risk of interruption increases.
"We help turn treatment complexity into a clearer pathway for patients and a more visible, measurable and manageable operation for our clients," says Herney Cuartas Martínez, general manager.
Therapeutic adherence is viewed as a multidimensional process encompassing disease education, attendance at medical appointments, completion of monitoring tests, caregiver participation, healthy lifestyle practices and early identification of barriers that may disrupt treatment. PSP Solutions addresses adherence through this broader perspective, allowing timely intervention to overcome barriers as they emerge.
Designing Support Around the Patient Journey
Delivering consistent patient support across Latin America requires adapting to diverse healthcare systems, geographic conditions and local care environments. PSP Solutions balances standardized operating processes with the flexibility to accommodate differences in therapeutic areas, communication preferences and health literacy. This balance ensures programs remain consistent while adapting to the needs of different healthcare settings and patient populations.
We help turn treatment complexity into a clearer pathway for patients and a more visible, measurable and manageable operation for our clients.
Patient needs rarely remain constant as treatment progresses. Some patients require administrative guidance to navigate healthcare processes while others benefit from caregiver engagement, nutritional counseling or assistance coordinating monitoring tests. Depending on the requirements, programs can also incorporate pharmacovigilance, infusion center visits, remote titration, transportation assistance, emotional support and patient support groups. These services are configured to complement each patient's treatment pathway, creating a coordinated support experience during treatment.
A hybrid delivery model further strengthens this approach. Virtual engagement enables continuous follow-up, timely communication and scalable program management. Field teams provide on-site assistance for activities such as infusion center visits and patient education. These complementary channels create a seamless experience that remains responsive throughout the patient journey.
Where Technology Strengthens Human Connection
Delivering coordinated patient support at scale requires technology capable of bringing together information, communication and clinical oversight within a single environment. Working as an integrated ecosystem, PSP Solutions SAS' digital platforms support informed decision-making and help care teams respond more effectively at every stage of care.
"Technology should enhance human support, not replace it," says Cuartas. "Our technology helps organize information, protect data, generate timely alerts and strengthen continuity, allowing our teams to focus on listening, guiding and supporting patients throughout their treatment journey."
At the center of this ecosystem is PSP Cloud, a proprietary platform for managing patient support programs. It consolidates patient information, organizes follow-up schedules, tracks treatment milestones, documents interactions and captures potential barriers affecting treatment progression. Built on Amazon RDS infrastructure, the platform incorporates SSL certification, user roles, passwords, audit modules and encrypted information, providing the traceability required for programs involving sensitive patient information.
Underlying this technology ecosystem is implementation of a Quality Management System aligned with ISO 9001:2015. The framework strengthens traceability, process control, accountability and continuous improvement across patient support programs while reinforcing pharmacovigilance activities and client service commitments. By embedding quality into day-to-day operations, PSP Solutions reinforces a disciplined management approach that supports reliable program delivery within the region.
Education is another important dimension of this digital ecosystem. Patient University extends engagement beyond scheduled interactions by giving patients access to disease education, treatment information and reminders for medications, appointments and monitoring tests. It also enables patients to share relevant information with caregivers while encouraging continued participation in educational activities and healthy lifestyle initiatives.
Strengthening Long-Term Impact
Each patient support program is designed to strengthen treatment continuity while generating meaningful operational insight for pharmaceutical companies. Interactions throughout the program help organizations better understand the factors influencing treatment continuity and identify opportunities to strengthen future program performance. Trend analysis and follow-up committees provide clients with greater visibility into performance patterns, emerging risks and opportunities to strengthen ongoing initiatives.
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Technology should enhance human support, not replace it. Our technology helps organize information, protect data, generate timely alerts and strengthen continuity, allowing our teams to focus on listening, guiding and supporting patients throughout their treatment journey.
Since its inception, PSP Solutions has supported more than 32,000 patients, giving the company firsthand insight into the practical challenges that influence treatment continuity. Those experiences continue to inform the design of its patient support programs and the operational recommendations it provides to pharmaceutical companies.
Patient support programs increasingly require coordinated models that combine technology, structured program management and human support to sustain therapeutic continuity. By integrating these capabilities, PSP Solutions enables pharmaceutical companies to build more responsive patient support models that improve therapeutic adherence and patient outcomes.
Managing Patient Support Before Continuity Breaks
In Latin American patient support programs, continuity rarely breaks because of a single missed call or delayed reminder. Risk builds across authorization steps, missed appointments, monitoring tests, side-effect reporting, caregiver coordination and the everyday difficulty of navigating fragmented health systems. Pharmaceutical teams funding these programs need to know more than how many patients have been contacted. They need a service model that can spot signs of disengagement early, document what is happening and give the support team time to intervene.
A patient support program can generate plenty of activity without necessarily moving the patient forward. Call logs grow, and dashboards fill up while an access barrier remains unresolved for days. What matters is whether each interaction makes the patient's next step clearer and gives the support team useful information to act on. Enrollment, consent, patient characterization, treatment initiation, medical follow-up, monitoring tests, administrative support, adverse-event reporting and program closure all need to remain connected. Good documentation allows pharmaceutical sponsors to see recurring barriers rather than receive broad summaries of activity. It should also protect patient data, maintain audit trails, standardize handoffs and support pharmacovigilance without allowing paperwork to take over the program.
Human follow-up remains central to that work. Patients with chronic, rare, orphan and oncology-related conditions may need different forms of support at different points, from education and appointment reminders to transportation guidance and caregiver involvement. Patient segmentation can guide that support, but it should not make the experience feel automated. A reminder has limited value when the real issue is fear, low health literacy, family pressure or an unanswered question about access. Trained staff need to recognize those differences and adjust the level of support while treating patients with dignity throughout the process.
Technology has a practical role to play. It should organize patient records, schedule contacts, trigger alerts, document barriers, support reporting and give sponsors a clear view of how the program is performing. But not every problem can be handed back to the patient through a digital tool. Confusion, fatigue, financial concerns or simply not having someone return a call may require human intervention. Software is most useful when it directs that attention to where it is needed. A missed laboratory test, delayed authorization, misunderstood instruction or a caregiver who was left out of the conversation can all affect whether a patient stays on therapy.
The program also has to work across the realities of Latin America. Health systems, geography, communication habits and the role of family vary from country to country. Sponsors still need standardized records and consistent processes so that performance can be measured across programs. At the same time, support has to adjust to the territory, communication channel, literacy level and individual patient profile. Too much flexibility makes consistent measurement difficult; too much standardization can overlook what a patient actually needs.
PSP Solutions SAS brings treatment continuity and program management together within this model. Its managed service structure incorporates PSP Cloud, Issabel, Power BI, Kawak and Patient University. Together, these platforms support patient enrollment, follow-up, education, barrier registration, reporting and quality control, alongside support pathways such as diagnostic assistance, infusion center visits, remote titration and administrative assistance. Pharmaceutical sponsors gain traceability and a structured way to manage the program, while patients and caregivers continue to have access to trained human support. For Latin American programs where adherence depends on both visibility into patient needs and consistent day-to-day follow-through, PSP Solutions SAS provides a practical fit.
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