Before Happitu, Ostro Health’s nurse navigator program ran on spreadsheets. Many spreadsheets.
Their team supports patients navigating complex pharmaceutical therapies, including copay questions, adverse event reporting, compliance documentation, and detailed product education. The work is nuanced, highly regulated, and emotionally sensitive.
The systems supporting that work were manual, fragmented, and did not invoke any confidence.
From Spreadsheets to a Structured Patient Support Platform
In 2022, Ostro partnered with Happitu to transform critical information stored across spreadsheets into an interactive decision tree and contextual knowledgebase.
What began as a modernization effort became operational transformation.
By centralizing knowledge and structuring workflows, Ostro was able to:
- Streamline daily operations
- Ensure consistency across consumer interactions
- Reduce manual work for nurse navigators
- Improve team confidence
From Manual QA to Automated Quality Assurance
Before Happitu, quality monitoring was fully manual. The process was time consuming and inefficient.
| Before Happitu | With Happitu |
|---|---|
| Transcripts were pulled individually | Standardized evaluation criteria |
| Calls were reviewed one by one | Automated scoring against defined requirements |
| Only a limited subset of interactions could be evaluated | Audit ready reporting |
| Coaching was reactive | Real time compliance dashboards |
| 20 plus hours of management time saved |
With configurable QA scorecards and compliance criteria built into the platform, Ostro converted quality assurance into a structured system.
Leadership no longer needs to assemble data manually. Visibility is immediate.
Stronger Compliance and Adverse Event Oversight
Operating in a regulated life sciences environment requires defensible oversight and documentation.
Happitu centralized:
- FDA mandated adverse event tracking
- Compliance monitoring
- Quality documentation
- Performance reporting
Compliance and legal leadership gained direct access to dashboards showing interaction trends and risk indicators. Instead of manually pulling transcripts or building reports, oversight is continuous and structured.
Sentiment Analysis That Improves Patient Experience
Ostro leveraged Happitu’s sentiment analysis capabilities to better understand tone and context across interactions.
This deeper visibility helped nurse navigators:
- Tailor conversations more effectively
- Respond with empathy and clarity
- Improve overall patient experience
A Flexible Technology Partnership
As reporting requirements, integrations, and client needs evolved, the partnership deepened.
Happitu worked alongside Operations and Internal IT to configure solutions around Ostro’s workflows.
The relationship moved from tactical vendor to strategic partner.
In their words:
“It just feels like a great partnership. It’s really nice to feel that someone else is so invested in us and what we do and in helping us make it the best it can be.”
Ready to Modernize Your Patient Support Program?
If your team is still managing quality assurance and compliance across disconnected systems, it may be time for a more structured approach.
Let’s talk about what Happitu can streamline for you.