Our Device Support Specialists (DSSs) embody our patient-forward mission and set our business apart from other companies that market cancer therapies. Our DSSs work one-on-one with patients—educating them about the device, and providing technical support and personal contact with Novocure.
“The DSS is on the journey with the patient the entire time he or she is on therapy,” said Kenda Pennington, Novocure’s Director of Device Support Specialists.
Amy Luton, who lives in the Houston metropolitan area, has been a DSS in Texas for six years. Amy worked in medical device and surgical support for five years before joining Novocure. At the time, Novocure was just starting out in the United States. Amy remembers her first meeting with the original patient support team.
“You could just tell their heart was in this, and I wanted to be a part of that,” she said.
It’s very humbling to be a DSS at Novocure, knowing we’re providing such an innovative therapy to these patients. Being a part of that is wonderful.
Amy enjoys interacting with patients and caregivers, and helping them while on therapy. On any given day, she might train a new patient starting therapy, meet with caregivers, assist patients over the phone or handle administrative tasks. She said Novocure’s personalized focus provides patients and their families with a high level of support.
DSSs most often assist patients in their homes. When a new patient starts therapy, a DSS will spend about two hours with the patient and their caregivers, teaching them how to shave the patient’s head, place the arrays, use the equipment and care for the patient’s skin. A DSS will reach out to new patients within a few days of starting treatment and visit monthly to download compliance reports that show patients how many hours of therapy they received each day. If a patient has a problem or needs support in between visits, a DSS will communicate via phone or in person.
Amy said, “Given what patients and their families are going through, a DSS must be flexible, compassionate and considerate to address their needs and help them with Optune through their treatment.”
Working with families facing a life-threatening illness keeps Amy grounded and reinforces what she values most in her own life: spending time with her husband, Clay, and daughters, Charlotte Rose, 6 months, and Ella Reese, 3.
“It’s very humbling to be a DSS at Novocure, knowing we’re providing such an innovative therapy to these patients. Being a part of that is wonderful,” she said.