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Customer is King: producing products that patients want

Blue Latitude Health|24th July 2014

Harry Crook, from HA Crook Pharmacy Limited, talks about the importance of providing a patient-centric experience. Pharma companies should be producing products that patients want, because the patient is the most important thing. If, as a company, you don’t do it right then they go somewhere else!

In the booklet 'Customer Experience: The Essential Guide for Pharma', we mention that the customer isn't as concerned about the pharmaceutical company as they are about the drugs they make. Harry Crook agrees:

Nobody cares where their blood pressure tablets are made or who by. All they care about is whether it works. Beyond that we need to make sure it’s available for them at the time they need it; where they need it; they understand what they’re doing with it; they have any added benefit from anything else the pharmaceutical industry can give us to give them.

Pharmaceutical companies provide people like Harry Crook with a tool - the drug. It’s then their responsibility to give the patient a truly patient-centric experience with that product. At Blue Latitude Health, we know what it means to look at the patient journey from the patient's perspective. Behaviour changes from pre-diagnosis, diagnosis, treatment and recovery to the management of their condition. This affects their choices, decisions, and attitudes towards a service or product; as laid out in our Patient Information Journey poster.

 

Read more about human-centred design and customer engagement in our second issue of Perspective magazine.

Precision medicine from concept to clinic

Blue Latitude Health|23rd May 2019

In our latest edition of ‘Perspective’ magazine, we examine the challenges and opportunities for several stakeholders impacted by the dawn of precision medicine

 

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Blueprint for healthcare: Brand strategy and planning

Natasha Cowan, Zoe Bartley, Jiayi Chen|21st May 2019

This Blueprint for healthcare: brand strategy and planning pack contains two new tools for developing a stakeholder-centric brand, that patients and their HCP's want and need 

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Empowering the MS patient through shared decision making

Guest Blogger|25th April 2019

Patient advocate Trishna Bharadia explains why shared decision making is crucial for ensuring multiple sclerosis patients feel heard and empowered

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