An Unexpected Journey

Journey[noun]: The act of travelling from one place to another.By mapping the patient journey – the path taken from diagnosis through treatment to management, recovery or death – pharmaceutical companies are playing an important role in improving patient outcomes.However, the insights emerging from this research can also shape their marketing strategy and activities, says Rebecca Joslin, Head Customer Experience Strategy at Shire.Better understanding of the key touch or pain points across the patient journey allows us to identify opportunities on how we can better support our customers, healthcare professionals, and the patients they are treating with our products, she says. We need to ensure that we are putting patients ’ experiences and needs first.“By focusing on patient perspectives rather than the company’s perspective to better understand their needs – and their interactions with health stakeholders – you can develop solutions that improve patient experience. This can have benefits for us as a company, but ultimately is about worki ng closely with all key stakeholders who are trying to improve that patient’s experience and life,” says Joslin.To achieve this, Shire brings everyone involved in patient care together. “We hold workshops with patients, physicians, nurses – all the stakeholders that have an impact on the patient’s journey – to pool their experiences and expertise. It’s about describing and understanding the disease, and it’s abou...
Source: EyeForPharma - Category: Pharmaceuticals Authors: Source Type: news