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Designing, measuring, and improving patient experience in clinical trials should be the standard process, one that requires no further justification. Making the patient experience better not only shows respect for patients and their time, but it can also help facilitate stronger relationships between them, your organization, and all other involved stakeholders.  ..read more

This is part of a series of blog posts examining how Patient Support Services teams can deliver an outstanding patient experience. As a reminder, a positive patient experience with support services offered has shown to increase a patient's likelihood of onboarding and adhering to their treatment over time. To help Patient Support Services teams measure and improve the patient experience, PeopleMetrics has developed a model called the Patient Hierarchy of Needs. This model includes five core patient needs and 15 questions that link to each need: This model is based on Maslow’s Hierarchy ..read more

In my last blog post, I provided an overview of PeopleMetrics' Patient Hierarchy of Needs. This model includes five core patient needs and 15 questions that link to each need: This model was developed to help Patient Support Services teams measure and improve the patient experience, and is based on Maslow’s Hierarchy of Needs, whereby certain needs must be fulfilled before higher order needs become relevant. Today, I'm going to walk you through the base level of the pyramid: financial security ..read more

At PeopleMetrics, we talk to Pharmaceutical manufacturers often about using a well-designed patient feedback system to measure the effectiveness of the support services they offer to patients. Indeed, the patient experience matters. A lot. Patients who have a good experience with patient services are much more likely to onboard onto new medication and adhere over time. Patients who had a poor experience are much less likely to onboard and adhere. So what are the best questions to ask patients about their experience with patient support services? At PeopleMetrics, we have developed a "Patient ..read more

Hotels are the pioneers of measuring and constantly improving the customer experience (CX). After all, a hotel’s product is the experience! One of the core tenets of hotel CX programs is that they follow up when an individual guest indicates in a survey that they had a bad experience during their hotel visit. Yes, hotels follow up with individual guests to “close the loop” and make sure the issues that the guest had were heard and addressed. The reason for closing the loop is clear: a guest with an unresolved issue is unlikely to return. Should patient support services teams do the same when ..read more

As we all know, patients are also consumers. The patient who is onboarding onto a new medication has also had consumer experiences that set their expectations.  Apple, Peloton, Amazon, Netflix, Hyatt… you name it, your patients have probably experienced it. A hallmark of a superior customer experience is one that is consistent, no matter the channel or touchpoint. All the companies listed above work tirelessly to deliver a consistently great experience. This hallmark rings true for patient support services as well. Manufacturers who deliver a consistently excellent experience throug ..read more

More and more pharmaceutical manufacturers are offering patient services for their medications, and with that, they need to make numerous decisions on how they provide those services to patients. Manufacturers need to decide: What services they will provide If their services will be in-house or outsourced What communication channels they’ll offer What to offer to patients digitally This last item is a key decision with with many factors to consider. Let's dive right in ..read more

Pharma CX (customer experience) is completely changing how pharma companies onboard patients to new medications, drive long-term adherence, and improve their clinical trial retention and recruitment efforts ..read more

More patients than ever are using support programs from Pharmaceutical companies, and while each program is unique, there are 5 critical patient needs that every support program must meet. Unfortunately, most support programs fail to meet all 5 needs, resulting in fewer patients onboarding and adhering over time. In this session, we review those 5 patient needs that you are required to fulfill (with a free downloadable PDF!). We have identified these patient needs over years of collecting patient feedback about their experiences with patient support services, and look forward to sharing our ..read more