2025 PatientsForce patient support services and social impact report

Defining an AI-driven health insurance safety net and precision health journey

At the 2025 crossroads of global healthcare cost pressures and Taiwan's National Health Insurance reforms, PatientsForce positions itself as the Strategic Market Access Bridge of the healthcare ecosystem. We not only address the financial affordability of innovative medicines, but also use AI to deliver patient journey management for medication support at scale.

Three core value indicators for 2025:

• Ten-billion milestone: the cumulative value of drug assistance facilitated through Patient Support Programs (PSP) surpassed NT$10 billion, with NT$2.3 billion in assistance in 2025 alone.
• Global ESG leadership: awarded the 2025 EcoVadis Bronze Medal for sustainability, ranking in the top 23% of the industry worldwide overall, with "sustainable procurement" leaping into the top 4%.
• High-efficiency operations: developing and deploying Agentic AI and automated customer service to boost administrative productivity, with an estimated annual saving of more than 200 workdays, sustaining a lean team of experts.

Bridging the reimbursement review gap alongside the new drug fund

Taiwan's cancer registry report shows the cancer clock has accelerated to one diagnosis every 3 minutes 48 seconds. Although the government established the NT$10 billion Cancer Drug Fund (CDF) in 2025, a huge gap in patient needs remains during the "review gap period" between a new drug's approval and its formal inclusion in National Health Insurance reimbursement.

PatientsForce's role:

• Health insurance safety net: PatientsForce plays the "third role" in public-private collaboration with the National Health Insurance, bridging the supply-demand timing gap in the pharmaceutical market during the self-pay period after new drug launches — easing the pressure of financial toxicity for nearly ten thousand cancer patients in 2025.
• Connector between the NHI and the CDF: with NHI and CDF budgets limited (estimated to cover only part of the most urgent needs), our PSP projects enabled nearly 15,000 enrolled patients to receive timely treatment, ensuring market access to innovative medicines before reimbursement.

2025 operating data: service coverage by region and specialty

In 2025, PatientsForce demonstrated the reach of its patient support services across Taiwan's healthcare network, ensuring precision healthcare resources are no longer confined to metropolitan centers.

📊 Key Metrics

🔍 Regional and therapeutic area analysis

PatientsForce has become the primary qualified PSP supplier for more than 80% of the Top 15 global multinational pharmaceutical companies, and a partner to Taiwan's listed biotech pharmaceutical companies

• Oncology (70%): focused on targeted therapies and immunotherapies, effectively reducing treatment discontinuation among patients with advanced cancer.
• Chronic and rare diseases (30%): including rare disease patient assistance programs, biologics, osteoporosis and pediatric care, supporting physicians in improving patients' medication adherence.
• Regional hubs (North/Central/South): highly concentrated in Taiwan's major medical centers, serving as core nodes for assistance disbursement.
• Remote areas: in 2025, our digital platform reached nearly 200 partner pharmacies and GP clinics, extending PSP services into communities and homes.
• Cross-campus coverage: data integration capabilities across hospital systems, giving pharmaceutical companies consistent project execution standards.

Professional medical affairs management: a value-added medication journey for precision health

PatientsForce has upgraded its traditional drug-donation assistance management platform (MediPASS) into a second-generation PSP patient support and benefits system, delivering value-added professional services throughout the patient's medication journey — and offering clients fast-start, fully compliant PSP services.

🛡️ Value-based care: the added services in detail

As a result, many biotech companies are turning to IPO markets, private equity and private credit. Compared with traditional M&A, this gives companies greater operational flexibility and more R&D funding while retaining control over key drug development.

1. Precision diagnosis companion services: our PSP clinical nursing consultation team, aligned with the NHI's move to cover NGS testing, helps patients identify suitable genetic profiles and shortens the time from diagnosis to the start of targeted therapy.
2. End-to-end journey management: covering 8 core steps including diagnosis companionship, care education, transportation booking, pre-visit reminders and home-based check-ins, significantly improving medication adherence.
3. Adverse event (AE) reporting: real-time monitoring by our professional care team helps pharmaceutical companies collect high-quality real-world evidence (RWE), providing data support for subsequent reimbursement submissions based on real-world data.

The AI revolution: setting a new standard for high-efficiency administration

In our 2025 operating model, AI is no longer optional — it is the technical foundation for services at scale.

• OCR + NLP intelligent document processing:  processing more than 600,000 internal documents per year. AI models bring processing speeds down to seconds while keeping data secure and dramatically reducing error rates.
• Operational efficiency at scale: the digital management platform saves 200 workdays of administrative time annually, enabling the company to deliver exceptional employee efficiency while managing more than 80 complex projects.

ESG leadership: 2025 EcoVadis global sustainability rating achievements

The EcoVadis Bronze Medal earned by the PatientsForce group (Media-WIND Health Strategies) in 2025 is a key indicator multinational pharmaceutical companies use to assess supply chain resilience.

🎖️ EcoVadis percentile rank analysis

• Overall: in the top 23% of all rated companies worldwide.
• Ethics: in the top 20%, reflecting outstanding governance in information security and privacy (ISO 27001/27701) and transparent management.
• Labor & Human Rights: in the top 27%, building a diverse and equitable workplace.
• Sustainable Procurement: at the top-tier level of the top 4%, demonstrating industry leadership in integrating the drug supply chain and advancing paperless, green logistics.

2026 outlook: expanding Asia-Pacific patient support and empowering patients and physicians

Looking ahead to 2026, PatientsForce will continue to focus on expanding the capacity and value of its patient support services,

1. Extending support services to named patients on special-access medicines: building an international network for Early Access Program (EAP) drug sourcing so that every patient in Taiwan with an urgent need for a drug not yet approved or not yet covered by the NHI can obtain their prescribed medicine in time — with digital management and direct links to international pharmaceutical suppliers shortening the import process.
2. Technology-driven home care (Escort  & Home Care): combining AIoT remote smart care with integrated at-home medical nursing capacity, powered by real-time physiological data alerts and accessible community nursing staff.

Let us combine the breadth of technology with the warmth of professional care — easing the burden of every new medicine on patients while extending the reach of precision care. This is not only a revolution in access to medicine; it is a long-term commitment to every life.