Patrick Frank: Pioneering Patient Engagement with PatientPartner

Hi Patrick, could you tell us more about the vision behind your startup and how it addresses the core challenges in patient engagement?

PatientPartner’s Mentor Connect Annual Subscription is positioned as a next-generation patient engagement platform specifically designed for enterprise pharmaceutical and med-tech companies. The platform bridges a gap in traditional patient support systems by delivering personalized, real-time mentorship for patients considering or beginning complex therapies or surgical interventions.

By aligning patient experience with digital transformation and industry-leading, regulatory-compliant technology, PatientPartner stands at the forefront of modern patient engagement. Our goal is to address core challenges in adoption, adherence, support, and satisfaction while helping patients feel empowered and supported throughout their healthcare journeys.

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What’s the biggest risk you’ve taken as a founder, and what impact has it had?

The biggest risk we ever took was leaving secure, high-paying six-figure jobs to pursue PatientPartner. This wasn’t just a business idea—it was personal. We created the platform to address a gap in healthcare support that deeply affected people close to us.

Walking away from stability into the unknown was terrifying, but the impact PatientPartner has had on so many lives has made it all worth it. This wasn’t just a leap of faith; it was a mission we felt compelled to bring to life.

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Every startup has its challenges. Can you share how PatientPartner’s strategic pivot shaped its growth and direction?

One of our defining moments came when we pivoted from focusing on the medical device industry to targeting the pharmaceutical sector. Initially, we believed med-device would be our ideal market due to my background and familiarity with the industry. However, as we scaled and analyzed market needs, it became clear that pharmaceutical companies aligned more closely with our vision for patient-centered engagement.

This pivot wasn’t easy—it involved downsizing our team by 80% and completely reorienting our go-to-market strategy. But in hindsight, it was transformative. Since then, we’ve seen substantial growth in user and customer adoption, increased our Annual Contract Value (ACV), and shortened our sales cycle. This decision has positioned PatientPartner as a leader in patient engagement for pharma, paving the way for sustainable growth.

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How do you approach building your team, and what have you learned about working with outsourced talent?

In the beginning, we embraced the idea of a fully built-out internal team, but we quickly realized that managing a large team often pulled us away from our mission. Now, we maintain a lean, strategic in-house team and supplement it with specialized contractors and consultants. This model allows us to scale functions as needed while staying agile and focused.

The healthcare industry has undergone significant changes in recent years. What trends do you see shaping patient engagement in 2024?

The healthcare industry is experiencing a paradigm shift towards patient-centric models, largely driven by digital health innovations and the need for personalized support. Key trends in 2024 include:

• Personalized Patient Support: Patients increasingly expect healthcare providers to deliver tailored experiences that address their unique needs. Programs like LillyDirect and PfizerForAll are setting new standards for how companies can support patients.

• Mentorship Programs: These models are gaining traction, connecting patients with mentors who have faced similar challenges. This approach fosters empathy, improves adherence, and leads to better health outcomes.

• Technological Innovations: Advances in AI-powered patient sentiment analysis, real-time engagement tools, and predictive modeling enable companies to better understand patient behaviors and optimize engagement strategies. These tools allow for more targeted outreach and timely interventions.

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You’ve had an incredible journey as a founder. What advice would you give to others who are just starting out?

1. Know Your ‘Why’: Your purpose is your anchor in challenging times.

2. Speed with Direction: Move fast but stay focused—execution beats overthinking.

3. ‘Done’ Beats ‘Perfect’: Launch, learn, iterate. Perfection is a mirage.

4. Build a Strong Team: Hire people who complement your skills.

5. Take Care of Yourself: Burnout isn’t a badge of honor; it’s a liability.

6. Be Ready to Pivot: Flexibility is a survival skill in the startup world.

7. Focus on Real Value: Vanity metrics won’t keep the lights on—solve real problems.

8. Learn from Missteps: Fail fast, but learn faster.

9. Stay Grounded: Stick to your core principles and let them guide tough decisions.

10. Enjoy the Journey: Embrace the highs and lows—this path is worth it.