Customer Engagement

At Blue Latitude Health, Customer Engagement refers to how brands engage with their customers across all touchpoints and technologies to achieve a specific goal (e.g. a change in prescribing behaviour).

This is where you’ll find our commentary, articles, and resources around improving or achieving customer engagement in healthcare.

If our patients are diverse, why are clinical trials so white?

Ling Song|22nd June 2020

Despite facing worse health outcomes, minority populations are often left out of clinical trials and miss the opportunity to participate in life-saving research. Associate Consultant Ling Song explores this issue and calls for the pharmaceutical industry to change its approach.

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Engaging physicians during COVID-19

Pany Koizi, Natasha Cowan|9th June 2020

COVID-19 has drastically changed the lives of healthcare professionals. They are emotionally and physically drained and under huge amounts of pressure. They also need pharma’s help. Senior Consultant Pany Koizi outlines five principles for engaging with physicians during the pandemic.

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Think you’re patient-centric? Think again

Trishna Bharadia|20th May 2020

Healthcare companies increasingly claim to be “patient-centric” and create functions that are responsible for patient advocacy and engagement, but are they one and the same? Can you undertake patient engagement without being patient-centric, and vice-versa? Why should pharma engage with patients at all? And who should they be engaging with? Trishna Bharadia, a “pro patient” consultant, delves into the ins and outs of pharma industry collaboration with patients.

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Perspective: the patient edition

Blue Latitude Health|8th April 2020

In this issue of Perspective magazine, we explore how the industry can place a greater emphasis on patient-centricity, and how pharmaceutical companies are working with patients across the product lifecycle to develop therapies that better serve their unmet needs.

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Enhancing the life-cycle of your insight

Elisa del Galdo|28th February 2020

Pharmaceutical and healthcare companies invest a great deal of time and money in commissioning research to address their insight gaps. The process often results in suboptimal return on investment (ROI) due to faulty communication and inefficient documentation of insights. Amit Sheinholtz, Senior Associate User Experience Consultant and Elisa del Galdo, Head of Customer Experience discuss common pitfalls of the negative insight lifecycle and how to avoid them.

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Designing a global digital patient services platform

Elisa del Galdo|22nd January 2020

Within our customer experience capability at Blue Latitude Health, our UX researchers and designers are tasked with understanding customer and client needs. Recently, a client required a centralised system to drive the development and deployment of data-driven patient services. Here, we explain the process of developing this platform.

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Why aren't doctors using digital therapeutics?

Guest Blogger|29th November 2019

The digital therapeutics market is set to reach almost $1 billion by 2026 as wearables and apps continue to play an important role in enhancing healthcare. However, adoption of these tools by healthcare professionals is comparatively low. Senior User Experience Consultant Stewart Anderson explains why.

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Does your pre-launch strategy really drive behaviour change?

Dorottya Okros|16th October 2019

One of the most interesting parts of a pharmaceutical launch is delving into the minds of stakeholders to understand why they behave in the way that they do. Blue Latitude Health Insight Consultant, Dorrotya Okros, examines how we use these insights to understand customers decision making behaviour, in order to make smarter business decisions.

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Digitalising healthcare: what can the NHS learn from other industries?

Fiona Grace|11th October 2019

Expensive digital solutions are often disregarded because they do not work well for the end user. Account Manager Fiona Grace explores this challenge and reveals the stories of innovation we can all learn from.

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Customer experience: shaping digital healthcare

Blue Latitude Health|16th September 2019

In this issue of ‘Perspective’ we speak with industry experts to learn about the world of digital healthcare, and how pharma is beginning to utilise these modern technologies to enhance treatment and improve patient and stakeholder outcomes. 

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